Royal Mail Help
@RoyalMailHelp
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The official Twitter account for Royal Mail Customer Service. Here to help Mon-Fri 8am-6pm. Follow @RoyalMail for the latest news.
Joined February 2018
We’re experiencing technical issues across some of our systems due to a global IT issue. Our customer service phone lines are affected. Some of the applications that our teams use are unavailable. Please continue to check for updates.
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@CatrinaWriter We're really pleased this letter has made its way to you :) Thanks for your tweet. ^Jen.
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@DeludedBrendan Hi, I'm really sorry to hear about this. If you have a tracking number for the item please send this along with your delivery address so that we can check them against our records? If not, can you confirm when the item was sent and which service it was sent by? >Mayah.
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@Danny_McMoomins As long as our staff are wearing the correct uniform, with the correct ID and are performing their duties correctly, there should be no issue. I'm sure their appearance does not hinder their ability to perform their job correctly. ^Nettie.
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@DeludedBrendan Hi, I'm really sorry but without a tracking number we wouldn't be able to trace the item in our network. If you know the date the item was sent and the service used we'll be able to establish if the item is deemed delayed or missing. >Mayah.
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@PhilosophyTube Hi, thanks for getting in touch. We're really sorry your item arrived in this condition. Please see - for more info on what to do next. ^RM.
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We’re currently unable to track items for you either online or on the phone due to a system issue. Deliveries are taking place as normal. We're looking into this and will get it fixed as soon as possible. Sorry for any inconvenience caused.
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@DeludedBrendan Hi Brendan, please see this link for our online shop where packaging materials can be purchased you can also purchase packaging materials at a local @PostOffice branch >Mayah.
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@ChrisGPackham Morning, Chris! It's great to hear we were able to deliver these to you, despite the addresses being incomplete. I hope you have a great week 😁 ^Andy.
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We're pleased to announce that we're resuming the export of letters that do not require a customs declaration from 1900hrs today. We’re trialling workarounds for some export parcels. Whilst this trial is in place, please do not post any export parcels.
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@ChrisGPackham Thanks for the lovely message Chris. You can complete this short online form to provide some feedback >Mayah.
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We have a dedicated Coronavirus page on our website where you can find the latest info and answers to many of your questions: Please check for the latest info before getting in touch. We're working hard to deliver the UK’s mail in unprecedented times.
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We’re working hard to deliver the most comprehensive and high quality service we can to all our customers. Despite our best efforts and significant investment in extra resource, customers may experience slightly longer delivery times than usual. More at:
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We're working hard to fix a technical issue with our Track & Trace service. You can still track items using our app. We're sorry for any inconvenience caused.
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We wanted to let you know that we’re experiencing extremely high volumes; please bear with us, we will reply to you as quickly as we can, we are sorry. ^RM.
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@BabylonBound That's a @parcelforce vehicle. We'd have to suggest contacting them as we're different companies. ^Andy.
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@Joeynoble Really sorry to hear this. Please follow & let us know when you are so we can DM ^Emma.
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@WipeHomophobia This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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@SuspendedDoll1 Hi, sorry about the situation. Jade doesn't know what a Shenmue is, or who Ryo is, and has never heard of a Dreamcast, but luckily I have. I've replied to your DM about your delivery issue, I'm sorry there's not much I can do about getting Shenmue 4 made though. ^Jack.
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@JmeBBK Hi, sorry to hear this. Could you please send us a DM with more info and your contact details so we can try and resolve this for you? Thanks ^RM.
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We’re working hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances. Please check our Service Update page for the most up-to-date information on our services in your local area, and nationally:
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@RevRichardColes (2 of 2) The only time we’d ask customers to make a payment by email or by SMS is in instances where a customs fee is due. In that case, we’d also leave a grey card to say that there’s a Fee to Pay. ^RM.
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@RevRichardColes This isn’t one of our messages. We’ll only send SMS notifications to customers where the sender has requested this and uses a product that offers this service. (1 of 2).
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@zero_stevie Thank you for the further info. I have identified the Delivery Office at which the vehicle/employee is based & passed the details & video through to a Manager there. They will take appropriate action over the next 3 working days with the Postie responsible. We won't come back. .
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@andyfarnell07 Customs declarations were not required when sending mail to Europe before the UK left the EU, no. ^Oscar.
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@MilitaryBanter So we can look into this further, please DM us more info on your enquiry / issue. If you've got any tracking/reference numbers too, please send these across. ^RM.
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@zero_stevie We're sorry for what's happened. So we can look into this further, please DM the following. - Full name and title.- Full address inc. postcode.- Contact number & email address.- Full details of what's happened, inc. date/time/location of the incident.- Reg number if known. ^RM.
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The health and safety of our colleagues, customers and the communities is our number one priority. We have introduced a range of temporary changes to keep everyone safe. This includes more social distancing measures. See our full statement here:
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We’ve resumed International Tracked & Signed and International Signed services to all destinations for customers buying postage online. This includes parcel, large letter, and letter formats of these services. For more info and the latest updates visit:
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We’re working hard to deliver as comprehensive a service as possible though some areas may experience delivery disruption. For more info, please see:
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@charliejoeww What a lovely touch, Charlie 😊 . If you'd like to, you can pass on positive feedback via our short online form - and this will then be passed onto the local manager. ^Andy.
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Due to an error on our part, our new 2nd Class stamp price of 61p will be 1p above the price cap for 7 days. We apologise for this mistake. We are donating the £60,000 generated by it to charity.
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@Iamhairyf This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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@AdenikeAwe1 This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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International export services are now available over the counter at Post Office branches in addition to buying online. Delivery of international items may take slightly longer than usual. For more info visit:
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The Met Office has issued a red weather warning for Monday 18 July and Tuesday 19 July. We’ll do everything we can to keep services running during this exceptional weather, but service may be affected in some areas. Please visit for more info.
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We join with people across the United Kingdom and around the world in mourning the death of Her Majesty Queen Elizabeth II. We extend our deepest condolences to His Majesty and to all members of the Royal Family.
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@CTanswell_ Hi, we're sorry for the delay in getting back to you. This item now shows as delivered. If that isn't the case though, or we can help with anything else, please let us know. ^RM.
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@ShoyebJeeva This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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Due to adverse weather conditions across many parts of the UK today, the distribution of mail, deliveries and collections are likely to be affected. Please see - for the latest updates.
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@raymond_smith11 Good morning. We are an equal opportunities employer, so it's possible the driver of that vehicle was permitted to park there, did you check whether a blue badge was displayed? ^Jen.
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@nckltcha Hi Nick, I'm sorry for any confusion. I've checked this for you and 'Despatch' is the correct spelling for us in the UK. As opposed to 'Dispatch' that is the American spelling. ^RyanW.
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In light of the coronavirus restrictions announced last Sat, we’ve made the difficult decision to change our guarantees for Special Delivery services. For items posted on Wed 23rd Dec we're suspending our delivery guarantee. Full details here:
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@DrRanj This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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We’ve now resumed the export of parcels and letters to a number of international destinations. For now, we continue to ask customers not to send new parcels for export. For more detailed info and the latest updates, please visit:
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We're aware of an issue with the Royal Mail App and are currently investigating this with our technical teams. Please accept our apologies for any inconvenience this may cause. All services are working as normal on our website.
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We're experiencing disruption to our international export services and are temporarily unable to despatch items to overseas destinations. Please do not post any export items while we work to resolve the issue. Sorry for any disruption this may cause.
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@OfficialChops That's correct. Our "Special stamps" aren't being barcoded and pre-existing non-barcoded special stamps can be used beyond the January 2023 cut-off. ^Andy.
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@JamesEFoster We're sorry for what's happened. Please DM the following so we can look into this further for you:. - Full name and title.- Full address inc. postcode.- Contact number & email address.- Full details on what's happened, inc. date/time of the incident & tracking number(s). ^RM.
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@KirstieMAllsopp Hi Kirstie. This does look to be a scam, yes. We don't request personal details via email / text. For items that have a charge applied (Surcharge/Customs fee) we may issue an email/SMS alert, but will always deliver a grey ‘fee to pay’ card to the intended delivery address. (1/2).
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@Kevin_Dorrian This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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We’ve resumed our International Standard & International Economy services for customers buying postage online. We’ve also resumed more International Standard services for business account customers. For more info and the latest updates visit:
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@zero_stevie Good afternoon. Our sincere apologies again for any upset caused by this incident. I can log this without taking your details, but can you please confirm the location of the incident - street name & postcode area. Thank you. ^Jen.
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@DavidAfter50yrs Hi David, are you sure that's a Royal Mail card? It looks like it may be from @Parcelforce? ^Jen.
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@KirstieMAllsopp Hi Kirstie, I'm very sorry to see this. Are you able to follow this account and tweet back so we can DM some details to help report this to your local office? ^LukeP.
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We’ve resumed our International Tracked services to all destinations for business account customers and for customers buying postage online. This includes parcel, large letter, and letter formats. For more info and the latest updates visit:
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The CWU has formally notified us of national strike action on Thursday 24, Friday 25, Wednesday 30 November, and Thursday 1 December 2022. For the latest info, visit
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We continue to make progress in exporting a growing number of items to all international destinations. As a result, we're resuming Priority & Standard Large Letters & Parcels for business account customers from 7pm today. Please visit for details.
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We're currently experiencing a technical issue with Track & Trace and are unable to assist with any tracking queries. Please accept our apologies for any inconvenience this may cause. We're working closely with our technical teams to restore service as soon as possible.
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@JonSaff67 We're sorry you've not had many deliveries recently. Have you spoken to any neighbours to see if they're experiencing the same? . Please can you also DM us the following?. - Full name and title.- Full address.- Contact number & email address.- Date you last received mail. ^RM.
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@BryonyJadeHart Good morning, Bryony. Sadly, we wouldn't be able to share any of his details due to data protection. However, have you thought about popping out and saying "Hi" when he's out delivering? 😊 ^Andy.
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@piarais91 @NiallSF @dreamdearg @crogallmorglas @potiarnaigh89 @SinnFeinGaeilge @tuairiscnuacht @MeonEile @RTERnaG @raidiofailte Hi, I'm sorry this item was returned. If the postie was unable to read the address it should have been referred to their line manager who will follow the agreed procedures to have the item translated in-house. Can you DM the English version of the address? ^LukeP.
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@TheBoabie We're sorry you've had a problem; however, we're not able to help with your query at this time due to the offensive nature of its content. If you’d like us to help with any issues you’re having with your mail, please contact us again in a non-abusive manner. ^RyanW.
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@DC_NoExcuse @NWDevonPolice We're sorry for what's happened. So we can look into this further, please DM the following. - Full name and title.- Full address inc. postcode.- Contact number & email address.- Full details of what's happened, inc. date/time/location of the incident.- Reg number if known. ^RM.
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Strike action is taking place today and tomorrow. Services will be affected. For more info visit:
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@KirstieMAllsopp (2/2) You can report suspected scams to reportascam@royalmail.com. You can also forward suspicious texts to 7726. There is no charge to do this. For further help with online security, please see: . ^Andy.
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You can find the latest information and service updates at:
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@TheHeadmaster1 Hi, they do not know a parcel is being delivered, they are just sending messages to any and all mobile numbers on mass because they are aware we are all ordering more items online during the pandemic. ^LukeP.
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We’re actively continuing to monitor this rapidly evolving situation. More information is available at:
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Coronavirus Update: We’re actively monitoring this rapidly evolving situation. More information is available at:
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The issue affecting Track & Trace is now resolved and the service is working as normal. We're sorry for any inconvenience this may have caused.
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@paulwaugh This isn't something that's been sent by us. Please don't click on any URL's in the message. We're currently investigating this with our security team. Further info on known scams and how to report them in future can be found at: Thanks. ^RM.
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@mlussich Thanks for bringing this to our attention. Hi @fairycakes, are you able to provide your address & contact detail by DM so we can arrange for this to be picked up?.
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@FieryDnce We're sorry you've had a problem; however, we're not able to help with your query at this time due to the offensive nature of its content. If you’d like us to help with any issues you’re having with your mail, please contact us again in a non-abusive manner. ^RyanW.
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Due to essential maintenance Track & Trace will be unavailable from 3pm on Saturday 20 July until 3pm on Sunday 21 July. Please accept our apologies for any inconvenience this may cause.
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@wbuxtonofficial I'm ever so sorry the card isn't clear, Will. I believe it may say 'gas box'. If you're unable to locate the parcel, could you please DM us and we'll look into this further for you? ^Andy
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Strike action is taking place today. Services will be affected. For the latest info visit:
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@wbuxtonofficial I'm truly sorry this has happened, Will. Could you please DM us so we can provide some more info to help get this reported? ^Andy
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The Communication Workers Union (CWU) has announced it has withdrawn planned strike action in the next two weeks (2, 3, 4, 8, 9, and 10 November). Find out more at:
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@drphiliplee1 Hi, thanks for getting in touch. This isn't from us. We would not request payments for items due for redelivery via email or text. For items that have a charge applied (surcharge/Customs fee) we’d deliver a grey ‘fee to pay’ card to the intended delivery address. (1/2).
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We’re aware some customers are unable to log into Click & Drop following the issues we experienced yesterday. If you’re unable to log into Click & Drop, this can be resolved by clearing your browser cache and cookies. We’re sorry for any inconvenience caused.
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We’re currently experiencing a technical issue with Click & Drop. We’re working with our technical teams to restore service as soon as possible. We apologise for any inconvenience this may cause.
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@CharlieStfc Sadly we'd not be able to track where the item was sent from or advise who sent it in particular. I hope the club manage to track Joe down though. ^Andy.
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@FarplaceRescue We're sorry for what's happened. So we can look into this further for you, please DM us with the following. - Full name and title.- Full address inc. postcode.- Contact number & email address.- Full details on what's happened, inc. date/time of the incident. ^RM.
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@Badparkingworcs Good Morning. We do indeed have employees who are registered disabled. However, they would be required to be displaying a blue badge when using a disabled bay. Did you check if one was displayed in the vehicle? If there wasn't, please DM the details in our following tweet. (1/2).
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@FarplaceRescue I'm sorry to hear this. I can see our escalations team have contacted you regarding this item and will be in touch with you again shortly. ^RyanW.
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@DalryCemetery @RoyalMail Hello, if you are waiting to receive any trackable items please DM the tracking numbers and we’ll check our records for you. If you have a complaint, please DM a brief description and your name/address/contact details/tracking reference and we will look into it for you. ^RM.
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@steven_metcalfe This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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@herdwick_gal @keswickbootco @glocky9 @PeterLazzari1 @Mounta1n_Mike @Catstycam @Rambler_Jan @CumbriaWeather @JohnGal_luvlife @BrookinKath @Mollybee100 This isn’t one of our messages. We’ll only send SMS notifications where the sender has requested this and uses a product that offers this service. If a fee is due on an item we’d leave a grey card to confirm this, we wouldn’t send a text. (1 of 2).
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@Davidegooner We're sorry for what's happened. So we can log this for you, please DM us with the following. - Full name and title.- Full address inc. postcode.- Contact number & email address.- Full details of what's happened, inc. date/time/location of the incident.- Reg number if known. ^RM.
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We're currently experiencing a technical issue with Track & Trace. Please accept our apologies for any inconvenience this may cause. We're working closely with our technical teams to restore service as soon as possible.
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@ShhhCouture Please send us a DM with the tracking number and the intended delivery address so we can take a look into this for you. Thanks. ^RM.
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@Cappachris Our brand team are aware of this mailing from TV Licensing and the familiarity between it and our 'something for you' cards. We understand they've caused confusion for our customers as a result and our internal teams are looking into it. ^Andy.
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