Help and Support Center

Your driver will try to leave your package out of plain sight to protect it.

Check exterior doors and places like porches, back patios or garages. Also check with anyone who may have picked up your package, like a neighbor.

If you still can’t find it, we encourage opening a loss investigation within 30 days of the expected delivery date.

Open a Missing Package Claim

If your package was damaged during its delivery, we encourage starting a damage claim within 30 days of receiving the package in question.

Open a Damage Claim

All claims will require some documentation to help us provide an accurate resolution.

Items such as receipts, invoices and purchase orders can help identify merchandise. Attaching photos of damaged packages is also required for damage claims.

Without enough supporting documentation, the processing of your claim could be delayed or denied altogether.

Let’s make sure you have all the supporting documents we’ll need to process your claim.

Shipper Restriction

• The shipper of your package has a restriction on the account, which doesn’t allow recipients or third parties to begin the claim process (Amazon, Dell, Apple, Walmart, Macy’s). Contact the shipper who requested you submit your claim for further assistance.

Account Authentication

• Your account hasn’t been authenticated to us yet, so we can’t allow the claims process to be started. To authenticate your account:
    - Select Payment Options in the upper right-hand corner. Next, select Existing Account from the Add Payment Method dropdown. Finally, select Add and follow the prompts to add an account number.
    - If you’re a CampusShip or Quantum View user, contact your sales representative to add your account number(s).

Surepost Packages

• Claims on Surepost packages are accepted on packages that have been delivered by us. However, once the exception scan that indicates the package has been handed over to the Post Office is recorded, claims are no longer accepted.

Release Packages

• Packages that you’ve chosen for our driver to release (releasing to your address requiring a signature or choosing to release a package to your apartment building through your My Choice account) are not eligible to be submitted for claims.

Past Liability

• Submitting a claim has to be taken care of within a timely manner of delivery. The timeframe for submitting claims varies by country.

Current Investigation Open

• You can’t submit a claim because one is already open regarding your issue.

• Claim Issued: The claim was issued and paperwork was sent to the shipper of record. If you are the shipper, payment documents are required. Select View Details from the claims dashboard and select upload payment documents.
• Shipment Inspection Scheduled: UPS has scheduled an inspection of the damaged package. Updates to the inspection status will be on your dashboard as they become available.
• Claim Reported – Supporting Document(s) Received: Your submitted documents or photoshave been successfully uploaded to your claim.
• Claim Review in Progress: Your claim is being reviewed by our claims department.
• Claim Review Complete: Your claim investigation has been completed, and the results of the investigation are forthcoming.
• Claim Not Approved – Insufficient Merchandise Description: UPS needs a detailed merchandise description to complete the investigation. You will see an icon in the dashboard alerting you to further action needed.
• Claim Not Approved – Unable to Contact Receiver: UPS needs accurate receiver contact information to complete the investigation. You will see an icon in the dashboard alerting you that further action is needed.
• Payment has been processed for your claim: Payment details are available on the dashboard to the authenticated shipper or shipper’s appointed representative. 

If you already receive invoices from us but are not yet enrolled in the UPS Billing Center, you will need to have an invoice from the last 45 days. As part of enrollment, you will be asked to enter several pieces of information found on the invoice, including:

• Account Number
• Invoice Number
• Amount Due
• Invoice Date

Make sure to enter each value exactly as shown on the invoice. Once you’ve done so, you will be enrolled and have access to the Billing Center.

If you do not currently receive invoices from UPS, you will first need to create a UPS.com username and open a payment account. If you already have a username, you can go directly to the open a payment account step.

Enroll Now
Get a UPS.com Username
Add a Payment Method

Once you've logged into the Billing Center, select either My Account Invoices or My Plan Invoices.

All your details are organized in a table view, with sortable column headers, search functionality, and filtering capabilities to find what you’re looking for.

Use the Search, Filter, and Calendar functions to narrow down your search. Click the column headers to sort by column as well.

To print or download, select the option from the Actions menu in the right-hand column.

If you have (A) a 10-digit temporary account number or (B) a Trade Direct invoice, you won’t be able to pay your bill in the Billing Center.

Please call the number on your invoice to pay your bill over the phone.

The most efficient way to dispute charges is by logging into the Billing Center and selecting Help and Support Center for detailed instructions.

If you have a paper bill or a 10-digit account number, call the phone number on your invoice. If you don’t have an invoice, call 1-800-811-1648 for domestic billing support or 1-866-493-7140 for import billing support.

If you pay your bills using your digital wallet in the Billing Center, you can easily update the expiration date on any payment card by selecting Edit below your expired card while you’re in the grid view of your wallet. Alternatively, if you’re viewing your wallet in a list, find the card you want to update and select Edit under the Actions column.

If you’re not using the Billing Center and are looking to update a payment card you have associated to your shipping account, you can find your card details within the accounts and payment options section of your UPS.com profile. There you can choose the payment method to update by selecting Edit under the Actions column.

Update Payment Methods in Your Profile

Great question! No, your UPS username and UPS account number aren’t the same.

Your username is your login that will give you access to your customized tracking dashboard and shipment history.

Your account number is a unique six-digit number used to identify your UPS account.

No, you don’t need an account to ship with UPS. You can create a one-time shipment and pay each time you ship, no questions asked.

However, with your UPS account you’ll gain access to potential shipping discounts and a more streamlined shipping process with tools like stored payment methods, address books and online billing.

Setting up your UPS account is easy and only takes a few minutes. Just answer a few questions and you'll be off and running.

Note: you’ll need to be logged in with your username in order to add an account to your UPS profile. Don’t have a username? Not a problem – we’ll help you sign up for one prior to adding your account.

You can get started here.

To set a new password, enter your username and email address here and we’ll get you on your way.

To recover your username, enter your username here and we'll send you a reminder.

These are the only methods available to reset your password. You’ll need to create a new username.

If you have a non-urgent request, we can dig into it for you. Send us an email and we'll reach out once we investigate your issue.
Email UPS

Hours: Monday-Saturday, 6 a.m. - 1 a.m. EST
1-800-742-5877

For the Hearing Impaired
1-800-833-0056

Hours: 24/7
1-800-782-7892

Hours: M - F, 7:30 a.m. - 9 p.m. EST
Weekends, 9 a.m. - 8 p.m. EST
1-877-289-6418

Less Than Truckload (more than 150 lbs)
1-800-333-7400

Truckload (more than 12,000 lbs)
1-888-682-4652

Air Freight (more than 150 lbs)
1-800-443-6379

Ocean Freight
1-800-350-8440

Domestic Billing Support
1-800-811-1648

Import Billing Support
1-866-493-7140