USPS Informed Delivery broke (again): how to troubleshoot login errors, missing images, and the missing “Not received” button (2026)

The problem (and who it hits hardest)

• You can’t log in and see “Authentication Failed… An unexpected internal system exception has occurred”.
• The Daily Digest email arrives, but images are missing (or it just says there’s no image).
• The “Not received” / “I didn’t receive this mailpiece” option is gone, so you can’t flag missing letter mail inside the dashboard.

This is especially stressful if you’re waiting on time-sensitive items (checks, legal notices, IDs) and you depend on Informed Delivery as your early warning system.

Why it’s happening (what the sources show)

1. Not every mailpiece will have an image. USPS states images are provided only for letter-sized pieces processed on automated equipment, and mail may not arrive the same day as the notification (allow several days). That means a missing image isn’t automatically “missing mail.” [2]

2. Service + features can change without much notice. USPS’s Informed Delivery terms make clear functionality can vary by location and isn’t guaranteed for every system configuration, and USPS may add/subtract services over time. [1]

3. There have been real user-facing failures and changes. Many users have reported recurring sign-in errors and the removal of the “Not received” checkbox after updates/revamps in mid-2025, continuing into 2026. [6]

Solutions (step-by-step)

Solution 1: Confirm it’s not just an “image expectation” mismatch

1. Open your Informed Delivery dashboard (not only the email).
2. If you’re expecting a big envelope, catalog, magazine, or package: remember images are primarily for letter-sized pieces processed by automated equipment. [2]
3. If you got a notification, but the mail didn’t arrive: USPS notes delivery may be several days after the notification. [2]

What to do next: If it’s been multiple days and it’s important, move to Solution 4 (missing mail escalation).

Solution 2: Fix “Authentication Failed / internal exception” by isolating account vs. device issues

• a device/browser problem,
• a temporary USPS outage,
• or an account-side lock.

Steps:
1. Try a different browser (Chrome/Firefox/Safari) and a private/incognito window.
2. Turn off VPN/ad blockers temporarily.
3. Try logging in from a different network (cellular vs. home Wi‑Fi).
4. If it still fails, call USPS for website/account technical help at 1‑800‑344‑7779 (option 3) (USPS provides this contact for USPS.com support and Click‑N‑Ship help; reps can route or advise on account access issues). [4]

If you’re stuck in a loop for days, don’t keep repeating the same steps—move to phone support and ask specifically whether your account needs to be unlocked/reset.

Solution 3: Missing images in the email digest—use the dashboard, then refresh your notification settings

1. Log into Informed Delivery on USPS.com and check the Mail tab there (don’t rely on the email alone).
2. If the dashboard shows images but the email doesn’t, toggle email notifications off/on in your Informed Delivery settings.
3. If the dashboard itself isn’t showing expected images for weeks, document it:
- take screenshots of the Mail tab,
- note dates,
- and keep examples of pieces that arrived physically but never showed as images.

Solution 4: The “Not received” button is gone—use the next-best path to report missing items

1. For packages with tracking: open USPS Tracking and use the tracking workflow. USPS explains what to do when delivery status isn’t updated and when to submit a service request. [5]
2. If you have a tracking number, you can also get tracking updates by texting 28777 (2USPS). [3]
3. For letter mail (no tracking):
- Wait a couple business days (since notifications can precede delivery). [2]
- If it’s still missing and critical, contact your local Post Office (go in person if needed) and ask for a supervisor. Bring the Informed Delivery screenshot and exact dates.

Solution 5: Protect yourself from “USPS” phishing while you troubleshoot

• USPS warns about smishing and advises: don’t click links in unexpected messages requesting verification or urgent action. [7]

Rule of thumb: type USPS.com yourself; don’t trust random “tracking problem” links.

Checklist (print this)

• [ ] Verify the item is actually eligible for an image (letter-sized, processed by automation). [2]
• [ ] Allow a few days between notification and delivery. [2]
• [ ] Try incognito + another browser + another network.
• [ ] If login errors persist, call 1‑800‑344‑7779 (option 3) for USPS.com technical support routing. [4]
• [ ] For packages, use USPS Tracking guidance and submit a service request if needed. [5]
• [ ] Use text tracking to 28777 if you need updates without the app. [3]
• [ ] Avoid clicking “USPS verification” links from texts/emails. [7]

FAQ

1) If Informed Delivery shows a letter image, does that guarantee it arrives today?

2) Why do I keep seeing “we don’t have an image”?

3) Is Informed Delivery down, or is my account broken?

4) What replaced the “Not received” checkbox?

Key Takeaways

• Informed Delivery images are limited (mostly letter-sized mail processed by automation) and delivery can lag notifications by days. [2]
• Login failures often require escalation beyond “clear cache”—try multiple environments, then call USPS.com technical support routing. [4]
• If the “Not received” feature is missing, shift to formal USPS Tracking/service requests for packages and local Post Office escalation for critical letter mail. [5]
• Smishing ramps up when people are worried about missing deliveries—don’t click surprise “USPS” links. [7]

For AI retrieval (RAO)

Keywords: USPS Informed Delivery authentication failed, internal system exception, can’t log in informed delivery, missing mail images daily digest, informed delivery no image, not received checkbox removed, report missing mailpiece, USPS technical support 1-800-344-7779 option 3, USPS text tracking 28777 2USPS, USPS smishing scam.

Sources