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Troubleshooting Carrier Authentication Errors

Resolve common carrier setup and authentication issues in ShipperHQ

Table of Contents

Overview

This guide helps troubleshoot error messages you might encounter when setting up a new Live Rate Carrier in ShipperHQ. You'll find descriptions of error messages, causes, and steps to resolve them below. 😊

Carrier Validation Errors

Your Carrier has been installed but did not validate UPS Validation error in ShipperHQ Wrong account details entered

This message can occur for several reasons:

  • Incorrect Credentials - Double-check the credentials to ensure there's no extra spaces, typos, or mismatched information.
  • Default Origin is not Set - Establish your Default Origin by navigating to ShipperHQ > Websites and editing your Website entry.
  • ShipperHQ Website not enabled - Ensure the Website URL under ShipperHQ > Websites is enabled.

No Valid Rates found for Carrier

Screen Shot 2016-05-16 at 3.36.44 PM

This often results from not having Shipping Methods selected for your Carrier. Make sure you select several Shipping Methods by going to ShipperHQ > Carriers, editing your Carrier, and enabling desired methods in the Shipping Methods section.

There was an error processing your request

ShipperHQ Error indicating why UPS account failed to validate

This usually occurs when using Sandbox or Test Credentials during validation. Ensure you're using Production credentials. If your Carrier has a "Use Sandbox" checkbox, leave it unchecked unless instructed otherwise by the Carrier or ShipperHQ team.

Package weight exceeded or does not meet requirements

Screen Shot 2016-05-16 at 3.41.14 PM

Adjust the Package settings for the carrier under ShipperHQ > Carriers > edit your Carrier > Packages panel. Hover over package setting fields to see tooltips with minimum and maximum info.

Account #### cannot be used as a Shipper Account

Screen Shot 2016-05-19 at 12.14.36 PM

The Account Number entered cannot connect for rates. Contact your Freight Carrier to resolve this. 💡

FedEx Freight special note

FedEx Freight Validation requires the origin address to match your FedEx Freight account address. If using the Multi-Origin Shipping Advanced Feature, set the Payment type to "Third party" during Validation.

Select account payment type

Identifying With Logs

When requesting a shipping rate on an e-commerce platform with logging, check the response by ShipperHQ. Look for "Internal error message" to identify authentication errors with the carrier. Learn more:

Additional Resolutions for Validation Errors

Below are checks to verify the carrier can authenticate with their API:

  • Check Attached Origin - Ensure the Origin is correct by going to ShipperHQ > Carriers > edit your Carrier and checking "Attached Origins".
  • Sandbox vs Production Credentials - If using test/sandbox credentials, ensure the "Use Sandbox" checkbox is checked (if available). Uncheck for live or production credentials.
  • Ensure no Typos when Entering Credentials - Verify for any typos or unnecessary spaces in the account credentials. Copy/paste as much as possible.
  • Carrier Unit of Weight - Verify the "Unit of weight" in the Carrier's "Account Settings". For example, use Pounds for UPS USA shipping.
  • Reach out to your Carrier Representative - Contact your Carrier account representative to confirm if your credentials are correct. If troubleshooting fails, the ShipperHQ team can provide the exact request sent to the carrier and its response. Contact us and let us know your steps so far. 😊