Purpose: this is a list of potential unknown error messages that can occur when trying to connect your contract. Please keep in mind that all of those errors directly come from the carrier connections and that we are merely passing along the error messages.
General errors
| Error | Recommended fix |
| Invalid credentials |
Check if the credentials correspond with the information that was provided by the carrier. For most carriers (e.g. DHL and Deutsche Post), the credentials are the same as the login credentials for the business portal |
| User has no permission | Check if the carrier gave permission to access API for third parties and if the contract is activated |
| Not valid for this country | Check if the settings are set up correctly on the carrier's side and if the contract is activated. It could be the case that certain shipping methods are not activated or that the country of destination is not activated yet. |
| Barcode range/number range | Ask the carrier to increase the barcode range, in order to be able to generate new labels with tracking codes |
| There is an unknown error for creating your shipments, no labels can be created / The wallet balance invalid | If applicable, check credit balance in carrier's business portal |
Carrier specific errors
Hermes
| Error | Recommended fix |
| Client ID | This client ID is not an e-mail address or username but exists out of a 4 number digit. Please contact your Hermes account manager for more information |
If you encounter any errors that are not listed in here, please consult your account manager at the respective carrier or contact our customer service.