Common Troubleshooting Tips
Overview
Here are some common errors you might encounter while processing your shipments across carriers. The article provides the troubleshooting tips to help you resolve the issues.
Error messages
data.shipment.ship_to.city is a required property
data.shipment.ship_to.city is invalid
data.shipment.ship_to.postal_code is invalid
data.shipment.ship_to.street1 is invalid
data.shipment.ship_to.phone is invalid
data.shipment.ship_to.email is invalid
data.shipment.ship_to address is invalid
data.shipment.ship_from.postal_code is invalid
data.shipment.ship_from.phone is invalid
data.shipment.ship_from address is invalid
You don't have permission to access AfterShip Shipping API. Please upgrade to a Pro plan
the carrier service is unavailable, please try again later
data.service_type is not available for this shipment,please select an appropriate and acceptable service type
Shipper account not found
SSL certificate problem: certificate has expired
KYC related errors
data.shipment.ship_to.city is a required propertyWhat does it mean
The error indicates that the city field is missing in the recipient's address of your shipment.
How to solve
Ensure that you include the 'city' field in the receiver's address when making the request.
If you're uncertain about the validity of the address, use a DHL's find an address service to verify its correctness.
data.shipment.ship_to.city is invalidWhat does it mean
The error indicates that the city provided in the rrecipient's address of your shipment is either invalid, incorrect, missing, or nonexistent.
How to solve
Generally, our response will include the suggestion address, such as data.shipment.ship_to.city is invalid, the correct city might be CARSON. Please update your city and try again. You can use the suggested city to retry.
Refer to the suggested changes to the value of the shipment.ship_to.city.
If you're uncertain about the validity of the address, use Google Map service to verify its correctness.
data.shipment.ship_to.postal_code is invalidWhat does it mean
The error indicates that the postal_code provided in the recipient's address of your shipment is either invalid, incorrect, missing, or nonexistent.
How to solve
Generally, our response will include the suggestion address, such as data.shipment.ship_to.postal_code is invalid, the correct postal_code might be xxx . Please update your postal_code and try again. You can use the suggested postal_code to retry.
Refer to the suggested changes to the value of the shipment.ship_to.postal_code.
If you're uncertain about the validity of the address, use Google Map service to verify its correctness.
data.shipment.ship_to.street1 is invalidWhat does it mean
The error indicates that the street address provided in the recipient's address of your shipment is either invalid, incorrect, missing, or nonexistent.
How to solve
Generally, our response will include the suggestion address, such as data.shipment.ship_to.street1 is invalid, the correct address might be U 44 134 ... ... Please update your street1 and try again. You can use the suggested street1 to retry.
Refer to the suggested changes to the value of the shipment.ship_to.street1.
If you're uncertain about the validity of the address, use Google Map service to verify its correctness.
data.shipment.ship_to.phone is invalidWhat does it mean
The error indicates that the phone number provided in the recipient's address of your shipment is either invalid, incorrect, or missing.
How to solve
Check the format of the phone number in the recipient's address and modify it.
data.shipment.ship_to.email is invalidWhat does it mean
The error indicates that the email ID provided in the recipient's address of your shipment is either invalid, incorrect, or missing.
A valid email address consists of an email prefix and an email domain, both in acceptable formats.
The prefix appears to the left of the @ symbol.
The domain appears to the right of the @symbol.
For example, in the address example@mail.com, "example" is the email prefix, and "mail.com" is the email domain.
How to solve
Check the format of the email address in the recipient's address and modify it.
data.shipment.ship_to address is invalidWhat does it mean
The error indicates that the address provided for the shipment's destination is not recognized as valid by the shipping system.
How to solve
Generally, our response will include the suggestion address, such as data.shipment.ship_to address is invalid, the correct address might be U 44 134 ... ... Please update your ship_to address and try again. You can use the suggested address to retry.
If you're uncertain about the validity of the address, use Google map service to verify its correctness.
data.shipment.ship_from.postal_code is invalidWhat does it mean
The error indicates that the postal_code provided for the shipment's origin address is either invalid, incorrect, missing, or nonexistent.
How to solve
Generally, our response will include the suggestion address, such as data.shipment.ship_from.postal_code is invalid, the correct postal_code might be xxx . Please update your postal_code and try again. You can use the suggested postal_code to retry.
Refer to the suggested changes to the value of the shipment.ship_from.postal_code.
If you're uncertain about the validity of the address, use Google map service to verify its correctness.
data.shipment.ship_from.phone is invalidWhat does it mean
The error indicates that the phone number provided for the shipment's origin address is either invalid, incorrect, or missing.
How to solve
Check the format of the phone number in the shipper's address and modify it.
data.shipment.ship_from address is invalidWhat does it mean
The error indicates that the address provided for the shipment's origin address is either invalid, incorrect, or missing.
How to solve
Generally, our response will include the suggestion address, such as data.shipment.ship_from address is invalid, the correct address might be U 44 134 ... ... Please update your ship_from address and try again. You can use the suggested address to retry.
If you're uncertain about the validity of the address, use Google map service to verify its correctness.
You don't have permission to access AfterShip Shipping API. Please upgrade to a Pro plan at admin.postmen.com/settings/billing to get access to premium featuresWhat does it mean
You're required to subscribe to AfterShip Shipping Pro or Enterprise plan to use its Shipping API capabilities.
How to solve
If you're interested in subscribing for our Enterprise plan, please refer to the detailed Pricing plans for details.
If you're not interested in subscribing for our Enterprise plan, you can subscribe to our Pro plan at AfterShip Shipping portal .
the carrier service is unavailable, please try again laterWhat does it mean
The error indicates that the shipping service from the carrier side is temporarily unavailable. This could be due to some internal error on the carrier side.
How to solve
Give it a few moments and retry to process the same shipment again. Oftentimes, these issues are temporary and may resolve quickly. If the problem persists, please refer to the carrier website or check their service status page if there are any announcements regarding outages or maintenance.
data.service_type is not available for this shipment, please select an appropriate and acceptable service typeWhat does it mean
It typically indicates that the service you are trying to select or access is currently unavailable or restricted. For example, you selected a service type that can't be used for your destination, or your account settings have some limitations for this.
How to solve
You can use other service types that might be more suitable for your needs. For instance, with Australia Post, you cannot use australia-post_parcel_post_sign for a return shipment. Instead, you can opt for australia-post_eparcel_post_returns or australia-post_eparcel_post_returns.
Alternatively, you can contact your carrier account manager for advice.
Shipper account not foundWhat does it mean
The error indicates that an API request was initiated using a nonexistent shipper account id.
How to solve
Log in to AfterShip Shipping account and go to Carriers to view the list of carriers supported by AfterShip Shipping. Find the carrier you need to use and set it up, if you haven't already.
Click Edit to open the carrier account configuration window and copy the correct account ID.
Refer to the documentation for changes to use the correct shipper_account.id property
SSL certificate problem: certificate has expiredWhat does it mean
The cause of the problem is that the root SSL certificate of the server has expired. This certificate is used to communicate between two websites, and this communication can only happen via https. The communication between two servers uses a different certificate than the communication between the browser and the website.
Normally, you don't need to save our SSL certificate then use it for the API requests, and you should not meet this error.
How to solve
Please check with your IT team and make sure you don't save our SSL certificate at your local server. If you save, please remove it from your local server and try again to call our API should resolve this error.
KYC related errors
For all customers not on the Enterprise plan, when they attempt to add a new carrier in the Carrier accounts section, certain checks will be implemented to ensure that the customer has completed KYC (Know Your Customer) verification.
In the absence of the KYC, the customers will face certain errors. Let's talk about each one of them.
Free email domain is invalid.What does it mean
The error indicates that the email address provided by the user belongs to a free email service (like Gmail, Yahoo, etc.), which is not allowed when adding a new carrier.
How to solve
You should provide an email address from a paid domain like their own company domain. Click Change email on the Verification required popup, add in your company email, password, and continue.
If you don't have a company email, you can consider registering a domain for your business, which usually comes with email hosting services.
If you need further assistance or clarification, reach out to our customer support.
Verify a mobile phone number to proceedWhat does it mean
The error indicates that the user needs to confirm their mobile phone number as part of the verification process before they can continue to add a new carrier.
How to solve
On the Verification required popup in the Carrier accounts section, click Verify number.
Recheck your number, country code, and then click Send verification code.
Input the verification code sent to you mobile number and click Verify.
Connect your store to AfterShip ShippingWhat does it mean
The error indicates that the user needs to link their eCommerce store to the AfterShip Shipping platform before they can proceed adding a new carrier.
How to solve
If your organization does not have a store connection, you can choose one of the following options:
On the Verification required popup in the Carrier accounts section, click Add connection to connect your store to AfterShip Shipping (recommended). Learn more >
Click Request to skip connection. This option will trigger a form that will require you to fill out your company information. Upon submission, a notification will be sent to our team and the same will be reviewed and approved within 5-7 business days. You'll be informed via email if the review was successful.
If you need further assistance or have any questions, please don't hesitate to reach out to our support team.
Updated on: 03/12/2024
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