We are a small team and we read every message. Email us at info@freightly.us and we will reply within one working day.
When you write, include the email address on your Freightly account and, if your question is about a shipment, the bill, booking, container or air waybill number you entered. That lets us look it up straight away.
A shipment says it could not be tracked. The carrier had nothing on that number, or the number was not a master bill, booking or container number. Your search has been given back to you, and nothing has been taken from your allowance. Check the number against your paperwork and try again, or send it to us and we will look.
A shipment has been "pending" for a while. A new shipment normally resolves in about a minute. If it has been pending for longer than ten minutes, email us the number.
The dates look wrong. Everything on a shipment comes from the carrier through our tracking provider. We show what they publish and never guess. If the carrier's own site shows something different, tell us and we will raise it with the provider.
Searches and plans. Each plan includes a number of searches per month. A search covers a whole shipment, every container on the bill, for as long as it is tracked. Unused searches do not carry over. Extra searches you buy never expire and are only used once your monthly searches have run out. You can change plan at any time from the Plans screen: an upgrade applies at once and a downgrade applies when your current month ends.
Billing and refunds. Subscriptions and extra searches are billed by Apple or Google, not by us, so refunds go through them. On iPhone, go to Settings, tap your name, then Subscriptions. On Android, open the Play Store, tap your profile picture, then Payments and subscriptions. We can see that you bought something but we cannot see your card or issue the refund ourselves.
Cancelling. Cancel from the same place: Settings on iPhone or the Play Store on Android. You keep your plan until the end of the period you have paid for. Deleting the app does not cancel a subscription.
Deleting your account. Open Profile in the app and choose Delete account. Your shipments, alerts and sign-in details are removed. Cancel any subscription first, because deleting the account does not stop the store billing you.
Notifications. Alerts are sent by email and as notifications on your phone. If notifications have stopped, check that Freightly is allowed to notify you in your phone's settings, and that the alerts you want are switched on for that shipment.
Last updated 11 October 2026. Questions can go to info@freightly.us.