If your logistics tracking information shows that the package has been delivered, but you were unable to actually receive it, please refer to the following official standard procedures for verification and reporting.
1. Preliminary verification and on-site inspection
Before launching a formal appeal, please make the following confirmations:
Delivery point inspection: Verify whether the package is placed in a nearby express locker, property collection point or designated temporary storage area.
Personnel confirmation: Confirm whether the person living with you or the relevant collection agent has signed for the receipt.
2. Contact the carrier for verification
It is recommended that you contact the courier company or delivery person responsible for delivery as soon as possible:
Query detailed tracks: The internal system of express delivery companies usually records precise delivery coordinates or receipt vouchers (such as receipt photos, receipts).
Verify delivery status: Confirm whether there is any misdelivery, false signature, or placement in a specific location without timely notification.
3. Contact UKey official technical support
If the package still cannot be found after the above verification, please contact UKey customer support team in time:
Submit a ticket: Go to the official support page to initiate a request for assistance.
Provide supporting materials: In order to speed up the processing, please attach the communication record between you and the express company, relevant call screenshots, or exception instructions issued by the carrier to the work order.
Follow-up processing: The UKey team will step in to assist, coordinate with the logistics provider based on the actual situation, and guide you through the subsequent claims or reissue process.