Omnikyo/Help Center
Troubleshooting

Fix problems with courier updates

A parcel booked with Pathao or Steadfast should show live updates as it moves. If updates are stuck or slow, or never arrive, this page explains why and how to fix it.

বাংলায়: Pathao বা Steadfast-এ পাঠানো parcel-এর status নিয়মিত update হওয়া উচিত। যদি update আসে না বা parcel "Awaiting courier" অবস্থায় আটকে থাকে তাহলে সম্ভত webhook সেটআপ সমস্যা অথবা courier থেকে আপডেট পাওয়া যাচ্ছে না। সংযোগ এবং webhook সেক্রেট চেক করুন অথবা হাতে-কলমে sync করুন।

Where to find it: Open an order and click the Courier tab. Look for the status text and the refresh icon.

Order stuck on Awaiting courier after booking

A bulk parcel was sent to Pathao, and the order shows Dispatched with the text Awaiting courier underneath. Hours pass and it does not change.

What you see: Under the status pill, the text Awaiting courier instead of a courier status like "Picked" or "In Transit".

Why it happens: You booked the order in bulk with Pathao, but Pathao's consignment ID (tracking code) only arrives via webhook. If Omnikyo never received the webhook, the order does not know the tracking code and stays on Awaiting courier forever. The parcel is likely moving at Pathao, but you have not told Omnikyo what the tracking code is.

How to fix it:

  1. Open the order and click the Courier tab.
  2. Find the ID row. If it is empty, you need a tracking code.
  3. Log in to your Pathao merchant panel, find the order, and copy the consignment ID (looks like DM…).
  4. Click the pencil icon next to ID (or click + Add tracking code if no ID row appears).
  5. Paste the consignment ID and make sure Courier is set to Pathao.
  6. Click Save.

Once the ID is saved, the next time Pathao sends an update (even if it is old), Omnikyo will match it and update the status. If no updates ever come from Pathao, you can also click the refresh icon in the Courier tab to sync manually (see "Sync Failed" below).

Courier status is not updating

An order has been Dispatched for hours or days, the status shows the courier's name (Pathao or Steadfast), but the text underneath never changes (e.g. it stays on "Picked" when it should say "Out for delivery").

What you see: A courier name and status text that is hours or days old.

Why it happens: The courier's webhook is not set up correctly, or the updates are not reaching Omnikyo. Without a working webhook, statuses never change unless you click the refresh icon and sync manually.

How to fix it:

  1. Open Settings › Shipping and delivery › Pathao (or Steadfast).
  2. Check the Delivery updates section. For Pathao, you should see a Webhook secret field with a value. For Steadfast, the auth token field should show a masked value.
  3. If the webhook secret field is empty (or says "Set a webhook secret first."), generate one: click the wand button Generate a strong secret and click Save.
  4. Copy the webhook address (e.g. https://yourstore.omnikyo.com/api/webhooks/pathao).
  5. Go to your Pathao merchant panel (or Steadfast's webhook settings) and paste this address with the secret.
  6. Save it in the courier's panel.
  7. Come back and wait a few minutes for the next delivery event.

Still stuck? Manually sync the status by opening the order's Courier tab and clicking the refresh icon (Sync status with the courier). See "Sync Failed" below if this shows an error.

Webhook returned 401 or 403 error

The courier's log or your Omnikyo logs show error 401 Unauthorized or 403 Forbidden from the webhook endpoint.

What you see: Error message in courier logs or Omnikyo's webhook log.

Why it happens: The webhook secret does not match. Either you did not save the secret in Omnikyo's settings, or you pasted a different secret in the courier's panel. The courier sends a secret with every delivery update (in the X-PATHAO-Signature or Authorization header), and Omnikyo rejects it if it does not match.

How to fix it:

  1. Open Settings › Shipping and delivery › Pathao (or Steadfast).
  2. Check the Webhook secret field. If it is empty, click Generate a strong secret and Save.
  3. Copy the secret exactly.
  4. Go to your Pathao merchant panel (Developer API › Webhook) or Steadfast's webhook settings.
  5. Paste the same secret as the webhook secret / auth token.
  6. Test the webhook by sending a test message from the courier's panel (if available).
  7. Wait a few minutes for the next real delivery event.

If the 401/403 persists, double-check that the entire secret matches character-for-character — a single space or typo will cause a mismatch.

Set a webhook secret first message

The Delivery updates section in Settings › Shipping › Pathao shows a message "Set a webhook secret first." next to the Webhook secret field.

What you see: The message "Set a webhook secret first." and the webhook address is not visible or is greyed out.

Why it happens: Pathao requires a secret to accept webhooks, and you have not generated one yet. Without a secret, the webhook address is not safe to share.

How to fix it:

  1. In Settings › Shipping and delivery › Pathao, find the Webhook secret field.
  2. Click the wand button Generate a strong secret.
  3. Click Save to store it.
  4. Copy the webhook address field and the secret.
  5. Go to your Pathao merchant panel, open Developer API › Webhook, and paste the address and secret.
  6. Save it in Pathao.

Once saved, future delivery updates from Pathao will include the secret, and Omnikyo will accept them.

Sync Failed when clicking the refresh icon

You clicked the refresh icon (Sync status with the courier) in the order's Courier tab, and the toast shows Sync Failed — "No tracking code." or "Invalid consignment ID." or "Could not sync."

What you see: Toast message Sync Failed with one of these reasons.

Why it happens:

  • No tracking code: The order has no tracking code (ID field is empty). You cannot sync without knowing what parcel ID the courier has.
  • Invalid consignment ID: The tracking code is wrong, too short, or does not exist at the courier.
  • Could not sync: The courier's API timed out, or the sync routed to the wrong courier (e.g. a hand-typed courier name that is not Pathao or Steadfast).

How to fix it:

  1. If the error is "No tracking code", add the tracking code manually. Log in to your Pathao or Steadfast panel, find the order, and copy the correct ID.
  2. If the error is "Invalid consignment ID", check the ID in your courier's panel and verify it matches what is saved in Omnikyo. Edit it if it is wrong.
  3. If the sync still fails after 30 seconds, the courier may be down — wait a minute and try again.
  4. If the courier name is not Pathao or Steadfast, manual sync will not work. Only webhooks will update a parcel with a custom courier name. Watch the courier's own tracking page instead.

Quiet parcels (no update in 24 hours)

In the Orders filters, you see a toggle Quiet parcels only. When you enable it, some dispatched orders appear that have not received an update from the courier in 24 hours or more.

What you see: The Quiet parcels only filter shows orders with no recent courier status change.

Why it happens: The courier has gone quiet. This could mean the parcel is stuck, the courier's system is not sending updates, or your webhook is not receiving them.

How to fix it:

  1. Click on one of the quiet orders to open it.
  2. Click the Courier tab and look at the status text. If it is very old (more than a day), the parcel may be genuinely stuck.
  3. Click the refresh icon (Sync status with the courier) to pull the latest status manually.
  4. If the sync works, the status updates and the parcel is no longer quiet.
  5. If the sync fails ("No tracking code" or "Could not sync"), add or correct the tracking code manually.
  6. If the courier's own panel shows the parcel has moved, but Omnikyo still shows an old status, the webhook is not working — see "Webhook returned 401/403" above.

Still stuck? Contact the courier directly to check if the parcel is physically moving or if it has been lost.

Returns not appearing in the order

You processed a return at the courier (marked it returned or cancelled), but the Omnikyo order still shows Dispatched or Delivery Failed instead of Return Pending or Returned.

What you see: The order status does not change even though the courier says "Returned" or "Cancelled".

Why it happens: The webhook is not running or the courier has not sent a return event to Omnikyo yet. Some couriers (especially Steadfast) may take time to generate a return event in their system.

How to fix it:

  1. Open the order and click the Courier tab. Check what status text the courier tab shows.
  2. Click the refresh icon to sync manually. If the status changes to Return Pending, the update is working.
  3. If the manual sync does not change the status, the courier may not have confirmed the return yet — wait a few minutes and try again.
  4. If you are sure the return is complete at the courier but Omnikyo is not picking it up, check the webhook setup (see "Webhook returned 401/403" above) or contact the courier to verify they sent the return event.

Pathao store missing from the list

You are trying to book a Pathao order, but the Ship from <store name> submenu shows no stores, or shows far fewer stores than you have in Pathao.

What you see: The Send to Pathao menu has no pickup store options, or is missing a store you recently added in Pathao.

Why it happens: You have not loaded your stores from Pathao into Omnikyo, or you added a new store in Pathao but have not reloaded the list yet.

How to fix it:

  1. Open Settings › Shipping and delivery › Pathao.
  2. In the Pickup stores section, click Load stores (or Load again if you have already loaded).
  3. Omnikyo connects to Pathao and downloads the current list. New stores will appear, and old ones will be removed if they no longer exist at Pathao.
  4. Click Make default next to the store you book from most often (optional, but helpful for reference).
  5. Go back to your orders. The Ship from menu should now show all your stores.

Still stuck? If you recently added a store in Pathao and it does not appear after reloading, it may not be activated in Pathao yet. Check your Pathao panel and make sure the store's status is not "Inactive" or "Pending". Then reload again.

Other ways people ask this

  • পার্সেল আপডেট আসে না
  • parcel update hoy na keno
  • courier status frozen stuck
  • webhook secret setting
  • sync failed error
  • awaiting courier forever
  • pathao te status update nai
  • steadfast parcel tracking error
  • delivery update not working
  • manual sync courier
  • tracking code missing
  • courier not updating status

Related pages

Related guides

Checked against the product on 2026-10-02.