> ## Documentation Index
> Fetch the complete documentation index at: https://www.zippendo.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Connect Helthjem
> Connect Helthjem under Carriers with your Client ID, Client secret and Shop ID, plus the optional Test mode.
**Helthjem** sends parcels within Norway: home delivery to the door or mailbox, overnight express, delivery to Helthjem service points and parcel lockers, and returns that Helthjem picks up at your customer's door or that your customer hands in at a service point. The fields that every carrier shares are on [Carrier credentials](/docs/how-to/carrier-credentials).
You do not pick a sender address on this form. Add your addresses under the organization menu → **Manage** → **Addresses**. You choose the sender address on each shipment or in a [shipping rule](/docs/how-to/shipping-rule-fields). Helthjem ships within Norway only, so the sender and the receiver must both be in Norway.
## Before you start
* A Helthjem business customer account. Helthjem's integration team ([integrations@helthjem.no](mailto:integrations@helthjem.no)) sends existing customers a **Client ID**, a **Client secret** and a **Shop ID**. If you are not a Helthjem customer yet, apply at [helthjem.no/bli-kunde](https://helthjem.no/bli-kunde) first.
* For **Test mode**, separate test credentials from Helthjem's integration team. Your live credentials do not work in the test system.
You can connect Helthjem more than once. Give each connection its own **Carrier name**. **Learn more** on the card opens [helthjem.no/bli-kunde](https://helthjem.no/bli-kunde).
## Connect Helthjem
In the sidebar, click **Carriers**, then open the **All carriers** tab.
On the **Helthjem** card, click **Connect**.
The **Connect carrier** window opens. Enter a **Carrier name**, your **Client ID**, **Client secret** and **Shop ID**. **Test mode** is under **Optional fields**.
Click **Connect**. You see "Carrier connected", and the carrier appears on the **My carriers** tab.
## Fields on the form
| Field | Required | What to enter |
| - | - | - |
| **Carrier name** | Yes | The name you see on **My carriers** and when you pick a carrier on a shipment. It starts as **Helthjem**. |
| **Brand** | No | Shown only if your organization has [brands](/docs/how-to/create-a-brand). The form says: "Only this brand can use this carrier." Leave it empty to let every brand use it. |
| **Client ID** | Yes | Copy it exactly as Helthjem sent it. The form says: "The API client ID Helthjem's integrations team issued for your webshop ([integrations@helthjem.no](mailto:integrations@helthjem.no))." |
| **Client secret** | Yes | The form says: "The API client secret issued together with the client ID." |
| **Shop ID** | Yes | A whole number. The form says: "Your Helthjem shop ID, a number such as 16, issued together with the API credentials." |
| **Test mode** | No | A checkbox, off by default. The form says: "Use Helthjem's test environment. Requires test credentials from Helthjem; production credentials do not work there." |
**Connect** does nothing until **Carrier name**, **Client ID**, **Client secret** and **Shop ID** have a value. Zippendo saves your details without checking them with Helthjem. A mistake shows up the first time you send a shipment.
**Test mode** sends your shipments to Helthjem's test system. Test credentials work only with **Test mode** on, and live credentials only with it off. With the test credentials, enter the **Shop ID** that comes with them. Leave **Test mode** off for real orders. See [Test mode](/docs/how-to/sandbox-mode).
## After you connect
The carrier appears on **My carriers** with a **Connected** badge. You choose the product on each shipment or in a shipping rule, not on this form. See [Carrier products and services](/docs/how-to/carrier-products-and-services). A product that is not on your Helthjem agreement is refused when you send, and the shipment shows Helthjem's reason.
Many products name a fallback. Helthjem tries each way to deliver in the order shown and uses the first one that can take the parcel at that address. Home delivery does not reach every address in Norway. **Helthjem Home** and **Helthjem Express (home fallback)** have no service point to fall back to, so Helthjem refuses such an address. PostNord service points are part of Helthjem's network, so you do not need a PostNord connection for them.
| Delivery product | Where the parcel goes |
| - | - |
| **Helthjem Home** | The receiver's door or mailbox, within 1-3 days. |
| **Helthjem Home (service point fallback)** | Home. Otherwise a parcel locker, a Helthjem service point or a PostNord service point. |
| **Helthjem Home (Helthjem service point fallback)** | Home. Otherwise a parcel locker or a Helthjem service point. |
| **Helthjem Express (home fallback)** | Overnight to the door by 07:00 where available. Otherwise ordinary home delivery. |
| **Helthjem Express (full fallback)** | Overnight by 07:00 where available. Otherwise home, then a parcel locker, a Helthjem service point or a PostNord service point. |
| **Helthjem Service Point** | The Helthjem service point you choose. |
| **Helthjem Service Point (PostNord fallback)** | The Helthjem or PostNord service point you choose. |
| **Helthjem Parcel Locker** | The parcel locker you choose. |
| Return product (return shipment) | How your customer sends it back |
| - | - |
| **Helthjem Return - Home Pickup** | Helthjem picks it up at your customer's home. |
| **Helthjem Return - Home Pickup (service point fallback)** | Pickup at home. Otherwise your customer hands it in at a Helthjem or PostNord service point. |
| **Helthjem Return - Home Pickup (Helthjem service point fallback)** | Pickup at home. Otherwise your customer hands it in at a Helthjem service point. |
| **Helthjem Return - Home Pickup (label-free service point fallback)** | Pickup at home. Otherwise your customer hands it in at a service point, with a code instead of a label. |
| **Helthjem Return - Home Pickup (label-free, then labelled fallback)** | Pickup at home. Otherwise your customer hands it in at a service point with a code, then with a label. |
| **Helthjem Return - Service Point** | Your customer hands it in at a Helthjem service point. |
| **Helthjem Return - Service Point (PostNord fallback)** | Your customer hands it in at a Helthjem or PostNord service point. |
| **Helthjem Return - Service Point, label-free** | Your customer hands it in at a service point, with a code written on the parcel instead of a label. |
| **Helthjem Return - Service Point, label-free (PostNord fallback)** | Label-free at a service point. Otherwise at a PostNord service point, with a label. |
Weight limits: 5 kg for home delivery, express, parcel lockers and pickup at home; 20 kg at a Helthjem service point; 90 kg delivered to a PostNord service point and 35 kg returned from one. A parcel locker takes parcels up to 59 x 45 x 50 cm.
### Extra details and addresses
Every product offers **Label format** under **Extra details for the carrier**: PDF (the default), or ZPL for a thermal label printer. Delivery products also offer **Message to driver** and **Message to receiver**. Returns picked up at home offer **Pickup date**.
Put the apartment or entrance number in the receiver's street address, for example `Kongsberggata 18 H0201`. A second address line that starts with `c/o` prints as the c/o line.
Helthjem sends pickup notices, parcel locker PIN codes and return codes by text message or email. Every product except **Helthjem Home** and **Helthjem Express (home fallback)** needs the receiver's phone number or email address. Every return needs your customer's.
### Service points and parcel lockers
**Helthjem Service Point**, **Helthjem Service Point (PostNord fallback)** and **Helthjem Parcel Locker** deliver to a service point or parcel locker. Choose it in the **Service point** section of the shipment before you send. See [Pick a service point](/docs/how-to/pick-a-service-point) and [Service points](/docs/how-to/drop-point-and-service-points). When a home or express product falls back to a parcel locker or a service point, Helthjem picks the one nearest the receiver.
### Returns
A return carries a parcel from your customer in Norway to your address in Norway. You do not choose a service point for it. To create one, see [Inbound and returns](/docs/how-to/inbound-and-returns).
On a return picked up at home, set the day in **Pickup date**. If you leave it empty, Zippendo asks for the first day Helthjem offers for your customer's address. If Helthjem cannot pick up at that address, **Helthjem Return - Home Pickup** is not created. The other home pickup products move on to their fallback.
A label-free return gives your customer a code instead of a label. The shipment shows it as **Label-free code** under **Tracking information**, with a copy button. Send the code to your customer: they write it on the parcel and hand it in at a service point.
### Labels, pickups, tracking and customs
* Helthjem prints one 102 x 192 mm label per parcel. If the label does not arrive when you send, click **Fetch label** on the shipment. See [Labels](/docs/labels/overview). A label you fetch again is always a PDF.
* Helthjem is not available under **Pickups**. See [Schedule a pickup](/docs/how-to/schedule-a-pickup) for the carriers that are. Hand your parcels to Helthjem as your agreement describes.
* Zippendo fetches tracking updates from Helthjem about once an hour. There is nothing to set up. Each parcel has its own tracking number, and the tracking link opens Helthjem's tracking page. See [Carrier tracking webhooks](/docs/how-to/tracking-webhooks).
* Helthjem ships within Norway only, so no shipment needs customs documents.
## Change or remove the connection
To change it, open **Carriers** → **My carriers** and click **Edit carrier** on the card. The **Edit carrier** page has two sections:
* **General**: **Carrier name**, and **Brand** if your organization has brands.
* **Carrier settings**: **Client ID**, **Client secret**, **Shop ID** and **Test mode**.
Click **Save**. You see "Carrier updated".
To remove it, click **Delete** on the same page, type the carrier name in capital letters, and click **Delete**. Shipping rules that use this carrier are deleted with it. Shipments you already sent keep their labels and tracking numbers.
## Common problems
| What you see | What to do |
| - | - |
| "Couldn't connect the carrier. Try again." | Check that every required field has a value, then try again. |
| "You've reached your plan's limit. Upgrade your plan or remove something you no longer use." or "You're over your plan's limits. Upgrade your plan or remove what you no longer use." | Your plan's carrier limit is reached. See [Billing and usage](/docs/how-to/billing-and-usage). |
| "The carrier rejected your login details. Update the carrier credentials under Carriers." when you send | The **Client ID** or **Client secret** is wrong, or the credentials do not match **Test mode**. Fix them on **Edit carrier**. |
| "The carrier's settings are incomplete or not valid. Check them under Carriers." | The **Shop ID** is not a whole number, or it is not the one Helthjem sent with these credentials. |
| "Helthjem couldn't create the shipment." | Helthjem refused the shipment, for example a parcel that is too heavy or too large, an address Helthjem does not serve with this product, a missing phone number or email address, or a street address that is too long. The shipment shows Helthjem's reason. Fix it and send again. |
| "Helthjem couldn't create the shipment." for **Helthjem Return - Home Pickup** | Helthjem cannot pick up at this address, and nothing was created. Choose a return product that uses a service point instead. |
| "This product delivers to a service point. Select a service point before sending." | Choose a service point or parcel locker on the shipment. |
| "The selected carrier product does not ship between these countries. Choose a different product." | The sender or the receiver is outside Norway. Helthjem ships within Norway only. |
| "The carrier accepted the shipment but its label couldn't be downloaded. The parcel will still be collected. Use Fetch label on the shipment to try again." | Click **Fetch label** on the shipment. |
| "The connection to the carrier was lost before it answered. Zippendo has no confirmation that the shipment was created, so check with the carrier before sending again." | Check with Helthjem whether the shipment exists before you send it again. |
| "The carrier rejected this. Check the carrier's reason, correct the details and try again." | Helthjem refused the request. Read the reason on the shipment, correct the details and send again. |
| "We can't reach the carriers right now. Try again in a moment." | Zippendo cannot reach the carriers at the moment. Wait a moment and send again. |
More help: [Carrier authentication failures](/docs/knowledge-base/carrier-authentication-failures).
## Related
* [Connect a carrier or integration](/docs/how-to/connect-index)
* [Carrier credentials](/docs/how-to/carrier-credentials)
* [Test mode](/docs/how-to/sandbox-mode)
* [Carrier products and services](/docs/how-to/carrier-products-and-services)
* [Pick a service point](/docs/how-to/pick-a-service-point)
* [Inbound and returns](/docs/how-to/inbound-and-returns)
* [Request a carrier integration](/docs/how-to/request-carrier-integration)
* [Carriers](/docs/tutorials/carriers)
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