Mój DHL Application Help Center: Frequently Asked Questions

Find answers to frequently asked questions about the Mój DHL app:

• Why can't I see my shipment in the app?

  The My DHL app automatically assigns shipments to your account based on the phone number and email address provided when you placed your order with the seller.

  Most common causes:

  • The sender provided a different phone number or email address (e.g., a typo in the form).
  • The app account was registered with a different phone number than the one provided in the order.
  • The shipping label was created, but the courier has not yet picked up the package from the sender (the first scan registers the package in the system).
  • The purchase was made through an external platform (e.g., Allegro) that encrypts/anonymizes the buyer's contact details.

  How to fix it:

  1. Check in the Profile section which phone number and email address are assigned to your My DHL account.
  2. If the details in the order with the seller differ from those in the app, add the package manually in the app using the "New shipment – I want to track" button.

  Wait a moment – if the seller recently generated the label, the shipment will appear in the app after the first scan at the sorting facility or by the courier.

• Different status in the app compared to SMS / Email

  SMS and email messages are sent transactionally at key moments (e.g., out for delivery, ready for pickup). The My DHL app retrieves data in real time, but delays may result from:

  • Temporary lack of signal on the courier's device (scanner) during delivery.
  • Cache in the mobile app.
  • Technical interruptions in database synchronization.

  What to do in case of discrepancies:

  1. Wait a few minutes and refresh the shipment list in the app by pulling the screen down (Pull-to-refresh).
  2. Check the shipment status on the official website https://www.dhl.com/pl-pl/home/sledzenie-przesylek.html – this is the most up-to-date source of data.

  If the SMS indicates that the package is at a DHL point/parcel locker, but the app does not show this – use the PIN code from the SMS to pick it up.

• Problem with PIN / QR code for shipment pickup

  For shipments directed to DHL BOX parcel lockers and DHL POP points, the PIN code and QR code are generated when the package is placed at the point.

  Troubleshooting the code:

  • No code in the app: Make sure the package has the status "Ready for pickup." If the status is different, the package is still in transit.
  • Scanner does not read the QR code from the screen:
    • Increase your phone screen brightness to the maximum level.
    • Disable screen timeout and Dark Mode if the code on the screen blends with the background.
    • Instead of the QR code, use manual entry of the PIN code and phone number on the DHL BOX locker screen.
  • PIN code is rejected: Check the SMS to make sure you are not entering a PIN from an old/different shipment. If the PIN still does not work, use the "Report a pickup problem" option in the app or contact the DHL Hotline.

• Notification control – marketing information while keeping PUSH notifications about shipments

  You don't have to opt out of information about your packages to turn off promotional and marketing notifications.

  Step-by-step instructions:

  1. Open the My DHL app and go to the Profile / Settings tab.
  2. Go to the Notifications and Consents section.
  3. Leave enabled: PUSH notifications about shipment status (this way you'll get alerts about delivery, PIN codes, and time changes).
  4. Turn off: Marketing consents / Partner offers / Promotional messages.

  In your system settings (Android/iOS), make sure the My DHL app has permission to send notifications on the lock screen.

• Manually adding or tracking a shipment

  If the shipment did not appear automatically in the list (e.g., the sender used a different phone number), you can add it yourself using the waybill number.

  How to manually add a shipment:

  1. In the My DHL app, tap the plus (+) icon or select the "I want to track" option.
  2. Enter or paste the shipment / waybill number (e.g., 11 digits).
  3. You can give the shipment your own name (e.g., "Shoes," "Gift") to track it more easily.
  4. Tap Save / Track. The shipment will be added to your main list and you will receive PUSH notifications about it.

  Allegro Delivery shipments cannot be added to the tracked list – they will only be visible in the Allegro app.

• Returns in the My DHL app

  The My DHL app allows you to easily return an item to an online store. The process depends on whether the store cooperates with DHL eCommerce and what return conditions it offers:

  A. Store is on the list — Free return (business pays)

  • How it works: The store offers a free return and covers its costs.
  • What to do: Select the New shipment → I want to return button and indicate the store from the list, enter the order number and return reason.
  • Result: The return label/code is generated immediately – you bear no costs.

  B. Store is on the list — Free return with seller authorization

  • How it works: The store offers a free return, but requires prior approval of the request.
  • What to do: After entering the order details, the request is sent to the store (waiting for a decision usually takes up to 72 hours).
  • Result: The shipment has the status "Awaiting authorization." After the store approves, the return shipment number will appear in the app.

  C. Store is on the list — Return paid by the consumer (fixed rate)

  • How it works: The store is on the partner list, but the buyer bears the return costs.
  • What to do: After providing the order number, the app will calculate a preferential, flat fee.
  • Result: You receive a paid return code/label after finalizing payment in the app.

  D. Store not on the list in the app (Paczking.pl)

  • How it works: If the store you enter does not cooperate directly with DHL and is not on the list, you can still send a return at your own cost.
  • What to do: After entering the store name, a message will appear that it is not on the list. Clicking "Next" will redirect you to the shipment form.

  Result: You choose the shipping method (DHL BOX parcel locker / DHL POP point) and pay for the shipment according to the standard price list.

• How can I add an additional phone number or email address to the application?

  Each user of the Mój DHL application can add an additional phone number and email address. To do this, click the ...More button, and then select My Phone Numbers and Email Addresses in the application settings. Thanks to this solution, subsequent shipments associated with the account will appear on the main list.

• Why am I unable to see Allegro Delivery shipments in the Mój DHL application?

  Parcels sent via Allegro Delivery will not be visible in the Mój DHL application, "Track" tab. They can only be tracked and managed via the Allegro application/portal.

• How can I change my phone numbers and email addresses?

  Unfortunately, the phone number you gave during registration cannot be edited. If you need to change your phone number, you will have to create a new account.

  However, you can add or edit your email address at any time. To change your email address, open the "My DHL" mobile application and go to "App Settings." From there, select "My telephone numbers and e-mail addresses." (If you have already set up an email address, click the "Edit" button.)

  If you haven't added an email address yet, click "Add your e-mail address”. (You can also initiate the email confirmation process from this section if you haven't done so before.) If you see the message "Your e-mail address has not been verified." under your email address, click "Resend verification link" and follow the instructions provided.

• How do I filter shipments by type?

  If you are tracking larger volumes of shipments on the app's homepage, you can use the option to segregate them. In addition to the thematically divided sections (Ready for collection / Other), there is a filter button in the top left-hand corner, which will display only the details of shipments with courier delivery, DHL POP or DHL BOX 24/7.

• Not getting push notifications from the Mój DHL app ?

  If you have problems with push notifications, please verify the settings in the mojdhl.pl app and on the phone itself.
  Please check:

  • Have you enabled consent for push notifications in the Mój DHL app settings. In the lower menu, select the tab “...More” tab and then: Privacy / Consent given and consent amended to Push notifications.
    

• Having problems with remote delivery/geolocation?

  If you have problems with remote delivery/geolocalisation, please check the settings in the mojdhl.pl app and on your phone itself: 

  • Whether geolocation is enabled in the Mój DHL app settings.  In the bottom menu, select the “... More” tab, and then: Privacy / Consents given and we change Consent to geolocation.
  • Are you sure the GPS on the phone is working, indicated by the icon and that there are no problems with its range.

• Having trouble logging into the app?

  If you have problems logging in, please follow the steps below, which may help you to log in or update:

  • Uninstall the Mój DHL app from the Apple Store or Google Play shop itself.
  • In the settings, try the default browser (for iOS it is usually Safari, for Android it is mostly Google Chrome) to clear the cache and cookies.
  • Redownload the app from the shop, and log in again.

• Can I remove the notification?

  Currently, notifications cannot be removed from the list. In the top bar in the right-hand corner, the notifications filter will allow you to sort them. It is also possible to turn off notifications for offers and news and to mark all as read.

• How do I update the Mój DHL application?

  The Mój DHL app is updated from the Google or Apple Store. All you need to do is download its new release. It includes important fixes and new features, so we encourage you to update it. The number of the current version can be seen in the bottom right-hand corner of the application.

• How do I resend the sms code for account verification?

  If the text message code you sent has not arrived on your phone, make sure the number you entered is correct. In addition, the bottom bar with the elapsed time will also allow you to resend it after a while.
  If you confirm your email address, make sure the email does not go to a Spam box.

• Why are shipments archived/automatically disappear from the main application list?

  • When parcels are already delivered, the data on them is automatically archived on the 2nd day after delivery. In this case, it is not possible to restore these parcels to the list of shipments (to the "Follow" tab)
  • If a parcel has an associated return shipment and is delivered, automatic archiving takes place on the 3rd day after receipt. In this case, it is not possible to restore these packages to the list of active shipments (to the "Tracking" tab)

  The app user can also archive each shipment manually - by swiping to the right.
  The Mój DHL app only shows shipments from the last 100 days. After this time, shipments automatically disappear from the shipment lists (whether archive or active shipments).

• How do I restore shipments from the archive?

  Shipments that have been bookmarked
  More -> Archive and have not been delivered or returned to sender, can be restored to the main list. By swiping a particular parcel to the right, once the corresponding icon appears, it will return to the main list in the app.

• How do I remove shipments from the archive?

  Shipments that have been bookmarked
  More -> The archive can be deleted by swiping the respective consignment to the left. Once the message is approved, it will be removed from the list.

• Courier's phone number and shipment location map

  Information about the courier and their position appears in the app on the delivery day, once the shipment receives the status "Out for delivery."

  Where to find these features:

  1. Open the details of the selected shipment in the list.
  2. In the delivery status section, you will find the "Where is the courier?" option (LIVE map) and the "Call the courier" button.

  Important tips:

  • Route map: For security reasons, it shows the approximate position of the courier and the distance from your address.
  • No courier phone number: If the call button is unavailable, it means the courier may be driving, serving a customer, or in an area where phone contact is not active. In this case, use the option again in a few minutes, or as a last resort, contact Customer Service.

  Working hours: The map and courier contact are active only during delivery hours.

• How do I make a complaint / intervention from the Mój DHL app?

  If you need help or want to make a complaint about a consignment look under the "More" tab and select "Help/Complaint". Then complete all the basic data. Your report will be sent to Customer Service.

• Your request will be forwarded to Customer Service.

  The redirection option available on the service allows for multiple changes up to a maximum of 23:59 on the day the parcel is posted. The function is only available for shipments for which courier delivery has been selected. Does not apply to deliveries to DHL POP or DHL BOX 24/7).
  * For more information, please visit: https://www.dhl.com/pl-en/ecommerce/private-customers/receiving-parcels/redirect.html

• How do I make the code available for delivery?

  To share a code with your shipment, use the "Share Pickup PIN" option in the app. The PIN number will be saved to the clipboard, from where you can easily send it to a trusted person, for example by e-mail. This will allow someone else to collect the parcel on your behalf. Remember never to share your PIN with people you do not trust.