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Zippendo signs in to each carrier with the carrier credentials you entered when you connected it. If the carrier does not accept them, every shipment for that carrier fails.

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What you see

  • A shipment shows Shipment failed to send with the message The carrier rejected your login details. Update the carrier credentials under Carriers.
  • It happens for every shipment with one carrier, while other carriers work.
Zippendo does not check your carrier credentials when you save them. A typo only shows up the first time you send a shipment with that carrier.

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Likely causes

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What to do

1

Open the carrier

Click Carriers in the sidebar, open My carriers and click Edit carrier on the carrier.
2

Check the credentials

Under Carrier settings, compare each field with what the carrier gave you. Copy and paste the values again rather than typing them, and make sure no spaces came along.
3

Check Test mode

Tick Test mode only for test credentials from the carrier. For real shipments with real credentials, leave it off. See Test mode.
4

Save and send again

Click Save, open the failed shipment and click Retry sending.
If it still fails, sign in to the carrier’s own portal and check that your account is active and that the credentials are still valid. Some carriers issue new credentials when you reset a password. If needed, ask the carrier for new credentials. Where to find each carrier’s credentials: Connect a carrier. Every field on the carrier: Carrier credentials.

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Still not working?

Click Request logs on a failed shipment to see the carrier’s exact answer. Contact Zippendo support with the carrier’s name and the shipment’s reference. Never send your carrier credentials by email. Related: Shipment fails to send or has no label.