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 | Recommended fix |
| Invalid credentials | Please double check the credentials with the carrier. For most carriers (e.g. DHL, Deutsche Post) the credentials are the same as the ones for the business portal. |
DHL
| 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: |
Deutsche Post
| 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 portokasso. |
GLS
| "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. |
DPD
| Invalid credentials | Please double check your log in details. Ensure that you are entering the credentials for the DPD business portal |
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.