Purpose: When generating a label in Sendcloud, you may see an error that prevents the label from being created. This article explains the most common causes of label generation issues and provides step-by-step instructions to resolve them.
Where to find the error
Label generation errors appear in a red box within the label creation panel when an issue occurs during the process. These messages help identify the problem, and in this guide, you will find the necessary actions to fix it.
General Errors
What does this error mean?
This error appears when the carrier cannot be reached during the label creation process. It usually happens during a temporary outage or when the carrier sends back a response that isn't recognized by the system.
How to fix it:
- Check status.sendcloud.com to see if there are any ongoing issues with Sendcloud or the carrier.
- If no outage is reported, wait a few minutes and try again, temporary issues often resolve quickly.
- If the error continues, please contact our Support team with the carrier name and shipment details so we can investigate further.
(also applies to “Missing required data: mail”)
What does this error mean?
Mandatory fields (phone or email) were not filled in during order creation.
How to fix it:
Make sure both phone number and email address are entered before saving or processing the order.
What does this error mean?
The selected courier does not support deliveries for the origin/destination combination.
How to fix it:
Change to a courier or shipping method that supports this route.
What does this error mean?
The courier does not allow multiple parcels in one shipment.
How to fix it:
Adjust the shipment to be a single parcel or select a service that supports multicollo.
What does this error mean?
This is a general, non-specific error indicating a temporary glitch with the courier integration.
How to fix it:
Wait a few minutes and retry the operation. The issue is often resolved automatically.
What does this error mean?
Essential data is missing from the order (e.g., address, email, phone number, house number).
How to fix it:
Review the order fields and make sure all required data is entered before continuing.
What does this error mean?
The dimensions of the package (length, width, height) were not filled in.
How to fix it:
Add the missing measurements in the appropriate fields to proceed with shipment creation.
Carrier Errors
DPD
What does this error mean?
This message appears when the carrier is unable to determine the correct route for the shipment, often due to a problem with the address details.
How to fix it:
- Double-check the recipient's postal code, street name, house number, and country.
- Make sure all fields are filled in correctly and do not contain typos or unsupported characters.
- If you're using a connected store, verify that the address was imported correctly from the order details.
Once the address is corrected, try creating the label again.
What does this error mean?
This message indicates that the carrier (DPD) was unable to assign a tracking number during the label creation process. This typically happens when the parcel number range linked to your contract has been fully used or is not correctly configured.
How to fix it:
To resolve this issue, please contact your DPD account manager and inform them of the following error:
"There is no free parcel number within your parcel number ranges."
Your account manager will be able to check your label range and update it if necessary. Once the label range is adjusted, you should be able to generate labels again without issue.
What does this error mean?
This error occurs when the selected service point (PUDO) is no longer recognized or supported by the carrier (DPD).
How to fix it:
- Select a different service point when processing the shipment.
- You can search the original service point on DPD’s website to verify if it is currently active.
- If it is inactive, feel free to escalate the case to our support team so the outdated location can be removed from the service point list and avoid future confusion.
DHL
What does this error mean?
This error appears when the shipping address entered manually includes the address of a Packstation, which is not accepted in this format. Packstations must be selected via the service point map instead of being typed directly into the address fields.
How to fix it:
- Make sure the shipping address entered is the recipient’s personal address, not the address of a Packstation.
- If you want the parcel to be delivered to a Packstation, select it using the service point selection map during checkout or order creation.
- Avoid manually copying Packstation addresses into the standard address fields, as this will trigger an error.
Once the correct address or service point is selected, you can try generating The label again.
What does this error mean?
This error indicates a failure in processing the shipment request with DHL Express. It typically relates to an internal issue that needs to be reviewed by DHL.
How to fix it:
This issue cannot be resolved directly within Sendcloud. Please contact your DHL Express account representative and provide the Process ID shown in the error, so they can investigate further on their side.
UPS
What does this error mean?
This error usually occurs when the connection between your UPS contract and Sendcloud fails due to invalid or outdated authentication details. It can also happen if there is a communication issue with the carrier.
How to fix it:
- Go to your Shipping > Carriers > My contract > and check the UPS contract configuration.
- Make sure that all credentials (such as user ID, password, access key, or account number) are correct and up to date.
- If needed, reconnect the contract by removing it and adding it again using new credentials generated via UPS.
- Save your changes and try creating the label again.
If the issue persists, please contact our Support team for assistance.