This FAQ includes questions about error or alert messages you may come across when using ShipStation, what they mean, and how to resolve them.
Frequently Asked Questions
What do I do if I get an error that says the address field is too long?
Some carriers have a set limit to the number of characters they will print on a label for a given field. For example, UPS Address Line 1 is limited to 30 characters.
If you receive this message:
- Confirm the address is valid
- For addresses, abbreviate where possible
- You can also split the address between line 1 and line 2 (you may need to uncheck the auto correct option so ShipStation doesn't change it back)
- For company names, abbreviate where possible and shorten the name
- For city names, check with your customer or with the carrier to find out if there is an acceptable shortened name
Why am I seeing an alert in the Rate field instead of a rate?
The Rate field in your shipping sidebar or Order Details screen displays the response ShipStation receives from the carrier when we request a rate from them. If your selected shipping parameters are invalid or don't meet the requirements for your selected service, the carrier will not return a rate but will instead return a message indicating that something is wrong. Often the alert will say specifically what the problem relates to. In this case, you must either modify your shipping parameters to meet the service requirements or choose a different service type.
Sometimes if a carrier is having network issues (and depending on the underlying cause) an alert will show in the rate field as well. If you see a consistent alert message in your rate field for all orders using a certain carrier, contact ShipStation support to find out if there are any known system outages occurring.
What does the error message "The requested service is unavailable between the selected locations," mean?
If you see this message in the rate field, it means the service you've chosen is not available between your selected Ship From and Ship To locations. To find out which service is valid between the locations, try selecting a different service from the drop-down menu. For details on what services are supported by your chosen carrier between origin and destination, please reach out directly to the carrier.
What does the error message "The selected service is not compatible with other settings (package type, weight, size)" mean?
This alert indicates either the package type, weight, or package dimensions is not within the set limits for the chosen service type. To find out what a service's limitations are, please reach out directly to your carrier. Most carriers will list their service package specifications on their support sites.
If you see this alert when using the Amazon Shipping Carrier, it could also be that the service you have chosen is not guaranteed to deliver the shipment within Amazon's required time-frame for the Prime shipment. You must change the service to one with a guaranteed delivery time within Amazon's specified time frame. To find out which services are available, simply click the rate calculator within that specific order. The available services will display in the calculator popup window.
What does the Stamps.com message "Authentication Failed" mean?
This means the password entered into ShipStation does not match your Stamps.com account password. If you've recently changed your Stamps.com account password, you will need to also enter the new one into ShipStation. Conversely, entering a new password into the Account Settings for your Stamps.com account in ShipStation does not also update the password on your Stamps.com account. If you want to update your Stamps.com account password, you will need to contact Stamps.com directly. For details on this process, see our help article about resetting your Stamps.com password.
Why am I getting the warning message "This order has already been shipped"?
If you have already created a label or marked an order as shipped in ShipStation, this is just a friendly alert to let you know the order has been shipped already! This alert will not prevent you from creating another label. You can create a new label for shipped orders at any time, which is useful if you are shipping a replacement item to one of your customers, or a customer appreciation gift!
Other Knowledge Base Resources
Why is my store getting this error?
A reference for order import errors as seen when clicking the store refresh button.