Help
Frequently asked questions and explanations of the error messages you may see.
Frequently asked questions
Do I need an account to see prices?
No. You can use the calculator without an account. You need a free account to create a label.
Is membership paid? Is there a commitment?
Membership is free with no monthly fee or commitment. You only pay for the shipments you send.
Do prices include VAT?
Prices in the calculator include VAT; the amount excluding VAT is shown separately.
What is desi and how is it calculated?
Desi measures the volume a package takes: width × length × height (cm) ÷ 3000. The larger of desi and actual weight is charged.
What if the carrier measures the package differently?
If the carrier's measurement differs from your declaration, the difference is applied to your account. You are notified and can object within the allowed time.
How do I track my parcel?
Enter the tracking code on the tracking page. You can find the code on the label and in the panel.
What do the error messages mean?
The messages you see when an action fails and what you can do.
General
- Invalid input
- Please correct the highlighted fields and try again.Error code: Validation
- Not found
- The record you are looking for was not found.Error code: NotFound
- Conflict
- The record was changed by another operation. Refresh and try again.Error code: Conflict
- Forbidden
- You are not allowed to perform this action.Error code: Forbidden
- Too many requests
- You sent too many requests. Please wait and try again.Error code: RateLimited
- Unexpected error
- Something went wrong. Please try again later.Error code: InternalError
- Account suspended
- This account is suspended. Please contact support.Error code: OrganizationSuspended
Account and sign-in
- Invalid credentials
- Email/phone or password is incorrect.Error code: AuthInvalidCredentials
- Email in use
- An account with this email already exists.Error code: AuthEmailTaken
- Phone in use
- An account with this phone number already exists.Error code: AuthPhoneTaken
- Invalid code
- The verification code is incorrect.Error code: AuthOtpInvalid
- Code expired
- The verification code has expired. Request a new one.Error code: AuthOtpExpired
- Too many attempts
- Too many incorrect attempts. Request a new code.Error code: AuthOtpTooManyAttempts
- Please wait
- Please wait before requesting a new code.Error code: AuthOtpCooldown
- Session expired
- Your session has expired. Please sign in again.Error code: AuthRefreshTokenInvalid
- Account suspended
- Your account is suspended. Please contact support.Error code: AuthAccountSuspended
- Phone not verified
- Verify your phone number with the SMS code.Error code: AuthPhoneNotVerified
- Invalid invitation
- The invitation link is invalid or expired.Error code: AuthInvitationInvalid
- Google sign-in failed
- Google sign-in could not be verified. Try again.Error code: AuthGoogleTokenInvalid
- Account temporarily locked
- Too many failed sign-in attempts. Try again later.Error code: AuthAccountLocked
- Google sign-in unavailable
- Google sign-in is currently unavailable.Error code: AuthGoogleNotConfigured
Identity verification
- Verification required
- Complete account verification for this action.Error code: KycRequired
- Invalid tax number
- Tax number must be a valid 10-digit number.Error code: KycInvalidTaxNumber
- Invalid national ID
- Please check the national ID number.Error code: KycInvalidNationalId
- Identity mismatch
- Identity could not be verified. Check your details.Error code: KycIdentityMismatch
- Action not available
- Your verification status does not allow this action.Error code: KycInvalidTransition
- Missing documents
- Upload the required documents before submitting.Error code: KycDocumentMissing
Address
- Invalid address location
- Province, district and neighborhood do not match.Error code: AddressLocationInvalid
- Invalid phone
- Please check the phone number.Error code: AddressPhoneInvalid
Price quote
- Quote not found
- The price quote was not found. Refresh the quotes.Error code: QuoteNotFound
- Quote expired
- The price quote has expired. Refresh the quotes and try again.Error code: QuoteExpired
- No carrier available
- No carrier is available for this shipment.Error code: QuoteNoCarrierAvailable
- Route not served
- The carrier does not serve this address.Error code: QuoteRouteNotServed
- Package exceeds limits
- The package exceeds this carrier's size/weight limits.Error code: PackageExceedsCarrierLimits
- Rate not found
- No price was found for this carrier option.Error code: RateCardMissing
- Quote already used
- This quote was used by another shipment. Refresh the quotes.Error code: QuoteAlreadyUsed
Shipment
- Action not allowed
- The shipment's current status does not allow this action.Error code: ShipmentInvalidTransition
- Shipment cannot be cancelled
- The carrier has accepted the shipment, so it cannot be cancelled.Error code: ShipmentNotCancellable
- Outstanding balance
- Settle your outstanding payment before creating new shipments.Error code: ShipmentBlockedByDebt
- Label not ready
- The label for this shipment is not ready yet.Error code: ShipmentLabelNotReady
Carrier
- Carrier timeout
- The carrier did not respond in time. Try again shortly.Error code: CarrierTimeout
- Carrier rejected
- The carrier rejected this shipment.Error code: CarrierRejected
- Carrier connection error
- Could not connect to the carrier. Our support team has been notified.Error code: CarrierAuthFailed
- Address rejected
- The carrier rejected the address. Check the address and phone.Error code: CarrierAddressRejected
- Unsupported operation
- This carrier does not support this operation.Error code: CarrierUnsupportedOperation
- Carrier error
- Unexpected response from the carrier. Please try again.Error code: CarrierUnknownError
Wallet and payment
- Insufficient balance
- Your wallet balance is not enough for this operation. Top up and try again.Error code: WalletInsufficientBalance
- Credit limit exceeded
- Your credit account is overdue or its limit is used up. Make a payment and try again.Error code: WalletCreditLimitExceeded
- Reservation not found
- No balance reservation was found for this shipment.Error code: WalletHoldNotFound
- Payment failed
- The payment was not approved. Check your card details and try again.Error code: PaymentFailed
- Invalid amount
- The top-up amount must be within the allowed range.Error code: PaymentAmountOutOfRange
- Payment service unavailable
- The payment service is unavailable right now. Please try again shortly.Error code: PaymentProviderError
- Saved card not found
- The selected saved card was not found.Error code: PaymentMethodNotFound
- Saved cards unavailable
- Saving cards and automatic top-up are not available right now.Error code: PaymentCardStorageNotSupported
Coupon
- Invalid coupon
- This coupon code is not valid.Error code: CouponInvalid
- Coupon expired
- This coupon has expired.Error code: CouponExpired
- Coupon limit reached
- This coupon has reached its usage limit.Error code: CouponUsageExceeded
- Coupon not applicable
- This coupon cannot be used for this shipment.Error code: CouponNotApplicable
Desi difference
- Cannot dispute
- This charge cannot be disputed.Error code: AdjustmentNotDisputable
- Dispute window closed
- The dispute period for this charge has ended.Error code: AdjustmentDisputeWindowClosed
Integration and orders
- Store connection failed
- The store connection could not be verified. Check the details.Error code: IntegrationAuthFailed
- Store unreachable
- The store cannot be reached right now. Try again shortly.Error code: IntegrationSyncFailed
- Store already connected
- This store is already connected.Error code: IntegrationAlreadyConnected
- Unsupported operation
- This store platform does not support this operation.Error code: ShopUnsupportedOperation
- Address needs review
- The order's recipient address needs to be reviewed.Error code: OrderAddressNeedsReview
- Not allowed
- This action is not allowed for this order.Error code: OrderNotShippable
- Already shipped
- A shipment already exists for this order.Error code: OrderAlreadyShipped
- Order not found
- The order was not found.Error code: OrderNotFound
Files and bulk actions
- File too large
- Files can be at most 10 MB.Error code: FileTooLarge
- Unsupported file type
- Only PDF, JPG or PNG files are allowed.Error code: FileTypeNotAllowed
- Unreadable file
- The file could not be read or required columns are missing. Use the template.Error code: ImportInvalidFile
- Too many rows
- A file can contain at most 5,000 rows.Error code: ImportTooManyRows
- Import not ready
- This import is not in a state that allows this action.Error code: BulkImportNotReady
Support
- Ticket closed
- Messages cannot be added to a closed ticket. Open a new one.Error code: SupportTicketClosed