You may not receive all your forwarded mail if the items are ones we can’t forward, or if the names on the mail don’t match those on your Mail Forwarding service. Here are some things you can do to solve the problem. If these solutions don’t resolve the issue, please use the option below to create a service ticket to report the problem.

Here is what you can do

Check if the items you’re not receiving are ones we can’t forward
- Mail Forwarding will not reroute parcels or packages. If you are expecting a parcel, you need to advise the sender(s) of your new address.
- We can’t forward mail marked “Do Not Forward”, so it is returned to the sender. You need to contact these senders directly to update your mailing address. Review Mail Forwarding service limitations for a full list of items that can’t be forwarded.
Check to see if your service has expired
Check the names on your order
- Ensure the names of all mail recipients are listed on your Mail Forwarding service. You can include up to 8 individuals on one residential request, or 6 individuals and 2 business names on one business request.
- Ensure all names are spelled correctly and that there is an exact match between the names listed on the service and the names addressed on your mail. See Making changes to Mail Forwarding to learn how to change the names on your order.

I received some forwarded mail, but some is still sent to my old address

Here is what you can do

Check if the items you’re not receiving are ones we can’t forward

Check to see if your service has expired

Check the names on your order

Still need help?

Open a support ticket

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