UPS My Choice Not Working: 84 Delivery Reports (2026)

The UPS app shows you a package, a delivery window, and a set of controls: change the date, send it to a UPS location, leave instructions for the driver. In the reviews we read, those controls are the single biggest source of one star ratings, and they fail in five distinct ways that have nothing to do with each other.

UPS holds 4.53 stars from 306,167 Google Play ratings, with 23,824 of those ratings at one star. On iOS the same app holds 4.58 from 1,107,336 ratings, so unlike many apps we cover, the two stores broadly agree here. This article reads the Play corpus because it is where the long complaint text lives.

Quick Answer: Why Can I Not Change My UPS Delivery?

Because in most of these reports the change is gated behind a UPS My Choice address that will not save. Before the app lets you move a delivery, it wants a verified home address on your account. Reviewers describe an address form that rejects their postcode, locks the country field, or says the address already exists under another profile. Until that clears, the change screen is a dead end.

The second reason is money. Several reviewers report paying for a My Choice membership specifically to move deliveries, then being asked for a separate per parcel fee anyway.

We cannot see UPS's systems, so treat any mechanism as inference. What is measurable is what people tried to do, what stopped them, and what they were charged.

What We Read

We pulled the 3,000 most recent Google Play reviews from the US storefront and kept the 1,754 rated 1 to 3 stars, of which 735 have enough text to read as a report. They run from 6 April to 23 August 2026, a four and a half month window. We then repeated the pull across 19 other storefronts. After removing duplicates the combined corpus is 6,035 unique reviews, 4,160 of them negative, and 1,717 long enough to categorise.

Then we searched the 735 for any mention of changing a delivery, rerouting, holding, rescheduling, access points, delivery instructions or My Choice. That returned 95 candidates, and we read every one.

One honesty note that applies to every review corpus: stores return reviews newest first, so a raw monthly count measures the collection window rather than anger. Every comparison across time below is a share of that month's substantial negative reviews.

95 Candidates, 84 Real Ones

Eleven were eliminated on reading: four about delivery speed with no control involved, three that matched only because the word "redirect" appeared in a login loop, two about filing a claim, one about UPS Store franchise pricing, one about a driver throwing a parcel. That is a keyword miss rate of about 12 percent, which is why every number here comes from reading rather than from a search.

The remaining 84 sort cleanly into five failures.

Seventy-four of the 84 are one star. Only 13 of them name "UPS My Choice" in so many words, which matters: most reviewers do not know the feature has a name, they just know the button did not work.

1. The Change Is Gated Behind an Address That Will Not Save

This is the largest group and the most fixable one, because it is a form problem rather than a logistics problem. You cannot move a parcel until the app has your address, and for 31 reviewers the address is exactly what will not go in.

Nothing works at all. One error message after another everytime I try to add an address to 'UPS My Choice'. Without a 'UPS My Choice' it does not seem like I can change e.g. the delivery date. The app forwards me to the website and the website points back to the app.

Awful App. Tracks deliveries okay, but you cannot change delivery date because nothing else will work at all without an address, but it will not let you add an address entry - on save, constantly says "technical issues - please try later". High value parcel now in limbo. I expected better from UPS.

Cannot change my delivery options without adding my adress. I cannot add my adress, because the service doesn't cover my home country. The app is completely useless to me because of this.

Completely useless because to get detailed information you now have to enroll with UPS My Choice, which will not accept my postal address. At least on the website they say My Choice is not available in all areas.

Two variants of the wall come up often enough to name. The first is the country field, which several reviewers say defaults to the United States and cannot be changed, leaving people outside the US unable to enter where they live at all.

If I could give zero stars, I would. Absolutely nothing works and nothing makes sense. I can't even add my adress TO CHANGE IT afterwards - United States is set automatically and I can't even change that option to Germany.

i can't make changes to my delivery because it thinks it isn't mine. then when i want to add my address to UPS My Choice i can only add a USA address... WHY? and the infonotice is just as useless.

Much of it doesn't work outside the US. It doesn't allow adding personal addresses outside the US and it doesn't find any UPS stores outside the US. I can't redirect my parcels and I can't look up where they'll be delivered. Pretty much useless.

The second is an address that the system believes belongs to somebody else, usually after a house move or a previous tenant.

"This UPS My Choice membership already exists under a different profile" - stupid app feature.

I moved house under 20 miles down the road, went to change my address and UPS My Choice now doesn't work at all. can't make it work if I sign up with a new account. tried your customer service and technical help, nothing...

Ridiculous service. I was forced to install the app and create an account just to manage delivery preferences for a single parcel. Even after that, it still didn’t work - I couldn’t add my home address because it’s apparently not in the UPS database, despite the postcode existing for over 7 years.

And then there is the loop, which several reviewers describe in the same shape: the app sends you to the website, the website sends you back to the app, and the sign in fails in both.

Horrible customer service. The worst. Can't change delivery without logging into My Choice and can't log in to My Choice.

This app crashes and logs me out everytime I press change delivery. Ups was supposed to attempt to deliver my package 3 times but only came 2 days.

This app and its company of customer aversive idiots is an insult to quality. 100% of the time, you cannot use the "Change delivery details" option or the "Delivery instructions" option.

2. Paid, and Still Charged

Sixteen reviewers had already paid something before they hit the wall. Four of them name a per parcel figure, and the figures are not small next to the value of getting a parcel moved down the street: $5.99, $7.99, $10 and $14.99. Two more name the membership itself at $20.

I signed up for premium because it said it would allow me to change my delivery location. But then it didn't! so I feel like it. I just got ripped off 20 bucks!

I am a UPS premium member. I just renewed in March. I am supposed to be able to change my delivery locations. however it is charging me $5. 99 to do so

You charged me for redirecting delivery to UPS Access Point when I already have a UPS Choice Premium Account. I want that $7.99 charge refunded!

I was very unhappy to pay $10 just to change the delivery date so someone would be home to provide the required signature. But I did. Then I got a notice that the date was changed. But it still showed the original delivery date.

Unable to cancel choice basic membership. I found out that you cannot redirect your expected package to the hotel you are staying. However, the website stated you can have your package delivery address changed for $14.99. Yet, it doesn't tell you not to be a business/hotel.

cant change a delivery to a UPS store. receiving an error message "total charges greater than zero but no payment information was provided." but it shows the total is zero and it's included. what's the point of paying for a membership?

The version of this that costs the most is a fee attached to a delivery attempt the reviewer says never really happened, or that happened outside the promised window.

This app is worthless. UPS sets a delivery window, shows up half an hour earlier than the beginning of the window and then wants to charge me a fee to reschedule because "I wasn't home" when they arrived before they said they'd be there.

I've paid to change my delivery location 3 times and now it won't let me do anything!!! I have medication that I have to have and you stupid people are making this more difficult than it should be!

One reviewer reports being billed the premium membership twice inside a year and then quoted a further fee to change a single date. We are quoting the specific figures only where a reviewer gave one, and we are not treating any of these as UPS's published price list, because reviewers describe different amounts in different countries and at different times.

3. The Instructions Box That Does Not Bind Anyone

Sixteen reviews are about a subtler failure: the change works, and then does not matter. Delivery instructions in the app are a fixed menu, and drivers are not obliged by the menu.

why is there an option to leave delivery instructions if I cant actually leave instructions other than front door, back door, concierge, etc?

Driver delivery instructions are all preset options. None fit where I need to ask the driver to leave my package. There should be an option for "other" and type a short one to 3 word place to ask for it to be placed. Otherwise the app is great.

have no delivery instructions for people who live in an apartment buildings with multiple tenants + security doors. no option to tell driver leave package at my apartment door, not the front building door

delivery instructions don't allow for nuance and explanation. drivers rarely follow preset options. no human agent to help. worthless.

left delivery instructions for back door as I am at work in the afternoon driver left on front porch tried to give feedback via phone but no live agent to talk to

package was left on the driveway in front of garage door . Delivery instructions are to leave packages on the porch at front door not on the driveway.

I have stayed in my UPS notes please leave packages at UPS Store up the street from me ( I supplied the address). But packages are never left there and always get stolen when left out front of the house.

Why do you ask us for delivery instructions when delivery people do not follow the directions??! All your delivery people are going to lower your ratings.

We are careful with this group, because "the driver ignored it" is a claim we cannot check, and a parcel left in the wrong place has more explanations than a broken form does. What is not in dispute is the first half: the instructions field is a preset list, and several reviewers who live in flats, gated buildings or rural addresses say none of the presets describe where their parcel needs to go.

4. UPS Can Move It, You Cannot

Fifteen reviews are the mirror image of the first group. The delivery moved, at UPS's initiative, and the app offered no way to move it back.

ups never deliver to my house they keep saying that I've changed the delivery option when I haven't. Always gets delivered to a drop off point in town

so I guess ups doesn't feel like delivering my packages to my house anymore. twice in a week I have received an email saying ups has received my delivery change request and my packages keep getting left at the ups store instead of being delivered to my house.

Their drivers never both to deliver but the app always says 'attempted delivery'. Very frustrating as I stay home waiting and then get a message saying my parcel has been rerouted to a collection point. Terrible courier and app.

thanks for all the worry and aggravation trying to deal with your so called customer service agents that cant speak a word of understandable English and someone keeps changing my delivery address conveniently right before it's supposed to be delivered!

awful app. can't reschedule delivery, can't send to collection point, didn't get told time of delivery, by the end of the day is not a delivery time. UPS rescheduled delivery for next day, by end of the day, seriously.

This is where the asymmetry in the product becomes visible. A reroute initiated by the network takes effect immediately and free of charge. A reroute initiated by the customer requires an account, a verified address, and in 16 of these reports a payment.

5. Changed on the Screen, Not on the Truck

The last six are the smallest group and the most maddening, because everything looks like it worked.

I requested to change my delivery address to a UPS location because I wouldn't be home to sign for the pkg. I checked the website 2 days later and the package status hadn't changed, just noted the change of delivery address.

The "no signature required" aka "authorize shipment release" option does not update the shipment in the app. they want you to pay to reschedule a pickup. you can only do it online to get the free "no signature required" or"sign digitally" option

logs you out when you are using the app. also only remembers half of the instructions. for me it was access point but not the one i picked

1 star till they fix delivery location. my parcel is deliverd in the app it says "delivered name town" while actually its with a pick up point. I had to use the desktop to discover this

I did have at least two stars but now I took another star away I would give it zero if I could. The UPS app says that my package is at the access point waiting for me to go pick it up.

The app says that the delivery "tried" to deliver it to me but literally no one knocked on the door or rang the doorbell i was waiting the whole day for it and they didn't bring it to the access point i requested at the same day.

One of these names a mechanism worth knowing about: a reviewer who asked for a redirect to a UPS location was told afterwards that the change needed the sender's approval, which had not been mentioned when the request was accepted.

This Is Chronic, Not a Regression

If a complaint cluster is caused by a bad release, it clusters on a version and a month. This one does neither.

Roughly one in nine substantial negative reviews, every single month, with no trend. Google Play also records the app version the reviewer had installed, and the 84 reports are spread across eight different versions, from 10.24 to 10.31, with the two largest groups simply being the two most widely installed builds.

That is what a designed behaviour looks like in review data, as opposed to a bug. It is also why "wait for the next update" is bad advice here: there have been seven updates inside this window and the share has not moved.

Not Just the US

We ran the same search across the other storefronts, restricted to 2026, and found 55 candidates outside the US, of which 53 describe the same failures, spread over seven storefronts. Two were eliminated: one purely about login, one about sending a parcel rather than receiving one.

The Dutch, French and German stores are the loudest of the seven, and the complaint is the same one: the change screen exists and does nothing.

German

Die App passt sehr gut zu UPS. Beides irgendwie sehr schlecht. Hier findet man wirklich nichts, was man gebrauchen könnte. Keine Lieferung ändern oder umleiten.

German

Es ist mir nicht gelungen, über die App das geplante Zustelldatum zu ändern. Unbrauchbar, ich würde UPS niemals nutzen.

German

Registrieren klappt nur schwer. Zustellungsoption ändern nicht möglich, nachdem man es endlich geschafft hat sich zu registrieren. Wofür brauche ich dann die App?

Dutch

Op de UPS site staat duidelijk dat je zelf het aflever moment kan wijzigen als je een UPS My Choice account aanmaakt. Dus gedaan via browser en bij het adres invoeren krijg ik gelijk "My choice is niet beschikbaar in uw regio".

Dutch

Vreselijk slechte app! Om een status te zien of levering te wijzigen moet je je adres toevoegen maar ik krijg al bijna 2 weken de melding dat er "technische problemen" zijn en kan dus geen adres invoeren of de bezorging wijzigen! 1 ⭐️ is nog teveel!

Dutch

niet mogelijk om bezorging te wijzigen zonder ervoor te moeten betalen EN de chatbot is gigantisch dom.

The enrolment gate is the part that travels furthest, which suggests it is structural rather than a local outage.

French

1)aucune info supplémentaire sur le suivi 2)sur le site pour modifier la livraison on nous impose d'avoir mychoice mais sur application non plus il est impossible de modifier 3)livreur met sur le suivi qu'il a tenté à livrer alors que je suis chez moi toute la journée(8h-21h)

French

Tout comme sur le site. Il faut adhésion pour savoir choisir un point relais. Site et appli très lents. Tourne en boucle. Service de livraison le plus lent depuis Amazon.

Italian

App confusionaria. Non è mai possibile modificare la consegna scegliendo un punto di ritiro UPS

Italian

le istruzioni per modificare la consegna non sono chiare e non si riesce ad effettuare le modifiche

Polish

z tak zrąbanym systemem jeszcze nie miałem do czynienia. jestem ciągle zmuszany do rejestracji (my choice) mimo, że jestem już tam zarejestrowany! i tak w kółko! a chcę tylko przekierować paczkę.

Polish

Aplikacja jest globalna, przesyłkę w Londynie widzę a nie mogę ustawić swojego angielskiego adresu bo z automat wpisana jest Polska i nie da się zmienić kraju. Aplikacja porażka...

Turkish

Teslimat tercih değişikliği yapmam gereken bir kargom vardı. "Teslimat tercihlerini değiştirmek için giriş yapın" yazıyordu. Diğer kargo firmaları teslimat tercih değişimlerini giriş yapmadan yapmayı sağlarken UPS bunun için giriş yapmayı zorunlu kılıyor, hesabınız yoksa mecbur hesap açıyosunuz.

Spanish

La peor empresa de transportes que me he encontrado en mi vida (y he trabajado con muchas) Entre otras cosas, tuve la mala ocurrencia de cambiar la dirección de entrega, en la misma calle, pero en otro número, porque iba a estar ausente...

One German reviewer reports being told the address could only be changed after the first delivery attempt, and then watching the parcel be marked as returned to sender in the same minute as that attempt.

German

Absolut enttäuschender Service & App. Ich wollte wegen meines Umzugs die Lieferadresse ändern. UPS sagte mir ausdrücklich, dies sei erst nach dem ersten Zustellversuch möglich. Beim ersten Versuch wurde das Paket jedoch noch in derselben Minute direkt als „Zurück an Absender“ markiert.

What Reviewers Say Actually Works

None of this is a fix, because most of it is not happening on your phone. These five steps are what the successful paths in these reviews have in common, plus the traps that cost people the most time. Treat them as reader experience, not as UPS policy.

Step 1: Set Up the Address Before You Need It

The reports are overwhelmingly from people who opened the app because a parcel was already in motion, and discovered the enrolment gate with hours to spare. Add your address to the account on a normal day, when a failed form costs you nothing, and confirm it saved by reopening the app. Reviewers who were already enrolled do not appear in the first group at all.

Step 2: Check the Country Field First

Several reviewers outside the US describe a form that silently defaults to a United States address and refuses to accept anything else, which makes every later screen useless. Before typing your street, confirm the country is right. If it is locked, that is the problem to solve with support, and no amount of retrying the delivery change will get past it.

Step 3: Use a Desktop Browser for the Free Options

More than one reviewer reports that the same action is priced differently depending on where you do it, with a signature release or digital signature available free on the website while the app pushes a paid reschedule. Before paying anything in the app, open the tracking page in a browser and compare what is on offer. This is what reviewers report, and it is worth two minutes.

Step 4: Make the Request Before the First Attempt

The window matters. Reviewers describe a 24 hour lock after a change request, a rule that address changes are only possible after an attempt, and parcels going back to the sender after two attempts. Those cannot all be true everywhere, which is the point: the rules people hit are inconsistent, so the safe move is to ask for the change on the day the tracking number appears rather than the day of delivery.

Step 5: Verify in the Tracking Timeline, Not the Confirmation Screen

This is the step the fifth group above is missing. A confirmation screen is not the delivery changing. Reopen the tracking timeline a few hours later and look for an event that reflects the new destination or date. In these reviews, when the change quietly failed, the timeline was the only place that showed it, and usually only in a desktop browser.

What We Are Not Saying

We are not saying most UPS deliveries go wrong, or that most delivery changes fail. This corpus contains only negative reviews by construction. The app has more than 300,000 ratings and the overwhelming majority of parcels never produce a review at all.

We are also not publishing a fee schedule. Four reviewers named four different figures, in different countries, at different dates. What the data supports is that people who had already paid still hit a charge, which is a different and more specific claim than "UPS charges for redirects".

What the data does support: the delivery controls the UPS app advertises are gated behind an address form that fails often enough to be the app's single largest complaint cluster, it has been that way every month we can see, and the network's own reroutes are not subject to any of it.

Related Reading

See the live data: UPS app negative reviews tracks the current rating and what people are complaining about this week, and Is the UPS app legit? covers the trust question directly. The iOS listing is here.

Related reading: FedEx App Notifications Not Working is the same login wall at the other big carrier. StubHub Tickets Not Delivered is the same "the app accepted my request and nothing happened" pattern with tickets. Uber Eats Refund Refused is what a guarantee that does not apply to you looks like in delivery. Costco App Search Not Working is another retail app where the sign in gate is the whole story.