> ## Documentation Index
> Fetch the complete documentation index at: https://docs.smartsend.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshooting
> Common issues and solutions for the Smart Send Shopify app
This guide helps you resolve common issues with the Smart Send Shopify integration.
## Connection issues
### App won't connect to Smart Send
**Symptoms:**
* Connection fails when entering API token
* "Invalid credentials" error message
**Solutions:**
1. **Verify your API token** - Check that you're using the correct token from your Smart Send account
2. **Check token permissions** - Ensure the token has the necessary permissions
3. **Try creating a new token** - Generate a fresh API token in your Smart Send settings
4. **Check account status** - Verify your Smart Send account is active
### New account creation fails
**Symptoms:**
* "Failed to create account" error
* Account creation process hangs
**Solutions:**
1. **Check email format** - Ensure you're using a valid email address
2. **Use strong password** - Password must meet security requirements
3. **Try different email** - The email might already be registered
4. **Check internet connection** - Ensure stable connection during setup
## Pickup points issues
### "Failed to create carrier service" error
**Symptoms:**
* Error when trying to enable pickup points
* Carrier service creation fails
**Solutions:**
1. **Check your Shopify plan** - You need Advanced plan or higher
2. **Verify Carrier Service access** - Contact Shopify support if you have Advanced+ plan
3. **Try disabling and re-enabling** - Sometimes a refresh helps
4. **Check app permissions** - Ensure the app has necessary permissions
### Pickup points not showing during checkout
**Symptoms:**
* Customers don't see pickup point options
* Pickup points section is missing
**Solutions:**
1. **Check shipping zone configuration** - Ensure pickup points are enabled for the correct zones
2. **Verify shipping rates** - Pickup points need specific shipping rate configuration
3. **Test with different addresses** - Some areas might not have pickup points available
4. **Check carrier coverage** - Verify the carrier has pickup points in the customer's area
## Shipping label issues
### Can't create shipping labels
**Symptoms:**
* "Print shipping label" option is missing
* Label creation fails with error
**Solutions:**
1. **Check shipping method configuration** - Ensure rates are properly linked to Smart Send methods
2. **Verify carrier connection** - Make sure your carrier is connected in Smart Send
3. **Check order details** - Ensure shipping address is complete and valid
4. **Review fulfillment status** - Check if items are properly fulfilled
### Labels print incorrectly
**Symptoms:**
* Labels are cut off or misformatted
* Print quality is poor
**Solutions:**
1. **Check label size** - Ensure you're using the correct label dimensions (usually 4x6 inches)
2. **Update printer drivers** - Make sure your printer drivers are up to date
3. **Check print settings** - Verify scaling and orientation settings
4. **Try different browser** - Some browsers handle printing differently
## Tracking issues
### Customers not receiving tracking emails
**Symptoms:**
* No tracking notifications sent
* Customers report missing tracking information
**Solutions:**
1. **Check email settings** - Ensure customer email addresses are valid
2. **Verify notification settings** - Confirm "Order shipped" notifications are enabled in Shopify
3. **Check spam folders** - Tracking emails might be filtered
4. **Review email templates** - Ensure tracking information is included in the template
### Tracking numbers not updating
**Symptoms:**
* Tracking shows "Label created" but no updates
* Status doesn't change after pickup
**Solutions:**
1. **Check carrier connection** - Verify the carrier is properly connected
2. **Wait for carrier pickup** - Tracking updates only after the carrier scans the package
3. **Contact carrier support** - Some packages might have tracking issues
4. **Check Smart Send dashboard** - Verify tracking is working in your Smart Send account
## General troubleshooting
### App appears broken or unresponsive
**Solutions:**
1. **Refresh the page** - Simple page refresh often resolves display issues
2. **Clear browser cache** - Clear cookies and cache for your Shopify admin
3. **Try different browser** - Test with Chrome, Firefox, or Safari
4. **Disable browser extensions** - Some extensions can interfere with app functionality
### Performance issues
**Symptoms:**
* App loads slowly
* Actions take a long time to complete
**Solutions:**
1. **Check internet connection** - Ensure stable, fast connection
2. **Close other browser tabs** - Free up system resources
3. **Restart browser** - Clear memory and refresh browser state
4. **Check Shopify status** - Verify Shopify services are running normally
## Getting help
If you continue to experience issues:
1. **Check our status page** - Verify Smart Send services are operational
2. **Contact support** - Reach out to our support team with specific error details
3. **Include error screenshots** - Visual information helps diagnose issues faster
4. **Provide order details** - Include order numbers and specific steps that led to the error
When contacting support, include your Shopify store URL, order numbers (if applicable), and any error messages you're seeing.