Turn tracking on or off for a shipment
- Open the shipment's file and go to the Integrations tab.
- In Services, find the Tracking Service card. If it says to contact support instead of showing a toggle, tracking isn't set up for this account yet.
- Click the toggle to turn tracking On, confirm the Tracking Reference Number (it defaults to the Master Bill of Lading — edit it if a different number should be used), then click Confirm & Enable Tracking.
- Click the toggle again to turn tracking Off; confirming clears the tracking number.
Carriers often don't publish tracking until a shipment departs, so the system keeps retrying automatically until 3 days after the first ETD and the card shows Pending First Update with the retry-until date in the meantime. If tracking still hasn't registered after that, the card shows Unsuccessful — click Set New Number to correct the reference and try again.
The Tracking sub-tab next to Services shows this shipment's sync history: date, source, carrier, result, and error detail.
Tracking exclusion rules (Admin -> Integrations -> Tracking exclusion rules) turn tracking off automatically for files that match by file number, mode, trade, load or incoterm, e.g. air exports. Turning tracking on here by hand still works; that file is then left alone by the rules until you turn tracking off again.