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.
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|
|No error - Tracking information missing||You are missing the tracking credentials in your contract. You can add those on the very bottom via:
Settings > Carriers & Pricing > My Contracts > DHL.
|Processing tracking updates not possible due to lack of authorization||Please double check your DHL billing numbers and, if necessary, contact your account manager at DHL directly. Make sure that the contract in question is enabled for API access.|
|Invalid tracking credentials||
The credentials for the tracking (on the very bottom) are incorrect or the "zt" account is not active.
Make sure to not use any special characters in your password except for an exclamation mark ("!").
You can request tracking credentials at DHL at:
|Check your Information||It can happen during the contract connection that the contract cannot be saved and the error message ''Correct your data'' appears. In this case, the label format is missing, which must still be selected.
This can be done in Settings > Carriers & Pricing > Pencil Icon (at the bottom under Label Format).
|Label doesn't fit on letter||Print the label via "PDF view" and set the zoom to 117.5%.|
|Productcode X needs authorization||The shipping method you are trying to use is not activated for your Deutsche Post contract. Please check in the Portokasse if you can enable it or contact your account manager.|
|User has no permission||The entire Deutsche Post contract is not active / valid and can't be integrated in your Sendcloud account. Please contact your account manager and make sure that your contract is enabled for API access.|
|Error message: "There is an unknown error for creating your shipments, no labels can be created" / "The wallet balance invalid".||Please check the credit balance in your Portokasse.|
|"An error occured when validating input: The provided shipper is not allowed to create shipments"||The GLS contract is most likely not activated for API access or doesn't have the correct permissions. Please check with your account manager.|
|"An unknown error has occurred when receiving GLS updates"||The GLS feature for sending updates might be blocked. Please contact the GLS IT department to fix this issue, since the settings can only be enabled or changed by them. Therefore, Sendcloud can not help with this specific issue.|
|Error message: The user is allowed to access the API, but lacks necessary rights (account registration incomplete). [d6e507ca-93cb-4cbe-8ffd-a055169c9433]’||There are problems with your API interface, check with GLS that everything is configured correctly. Make sure that the access to the web services API is enabled.|
Please double check your log in details. Ensure that you are entering the credentials for the DPD business portal
|Value 'Barcode.Range' is not in the correct format '[0-9]+||Controleer of deze juist staat ingesteld door bij Instellingen > Vervoerders & Prijzen > Mijn contracten > PostNL > barcode serie op "i" te klikken|
|The user is not authorized for this operation based on the provided CustomerCode||Controleer of PostNL permissie heeft gegeven om API- toegang te verlenen voor derde partijen (in dit geval Sendcloud) en of het contract actief staat|
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.