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This page lists common error codes you might encounter when using Smart Send and provides step-by-step solutions to resolve them.

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AuthenticationException

This error occurs when the API Token saved in the plugin is not correct or if the Smart Send account has been closed.How to fix:
  1. Login to your account and verify that you have a valid subscription
  2. Check that the API Token in the plugin is correct. The API Token was sent to you in your welcome email, and can also be found in your account here
  3. The error message will tell you both what URL you have currently trying to use the API Token for and what URL you have registered on your Smart Send account
  4. These URLs have to be 100% identical before the API token will work
  5. To change the URL of the website go to the settings page

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AuthorizationException

This error usually occurs when you are trying to use a feature you do not have access to.This can either be because your trial has expired or you are on a Standard subscription and trying to use a feature that requires Professional subscription.How to fix:
  1. Login to your account
  2. Select billing in the top right menu
  3. Verify that you have an active subscription covering the requested feature
  4. Upgrade to one of the subscription plans that include the requested feature

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BookingException

We were unable to book the shipment with the carrier. This is usually because of incorrect data or the carrier is experiencing problems with their IT.How to fix:
  1. Verify that all shipment data is correct and complete
  2. Check that the carrier service is operational
  3. Try again after a few minutes if the carrier is experiencing temporary issues
  4. Contact support if the problem persists

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CarrierAuthenticationException

This error occurs when the carrier credentials entered in the Smart Send user profile is invalid. This usually occurs if the carrier password has been changed.How to fix:
  1. Enter valid credentials for the carrier you are trying to generate labels for
  2. Update the carrier account information in the Smart Send user profile
  3. Verify that the credentials are correct with your carrier account

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ValidationException

The data provided failed validation.This error occurs when the data provided does not pass validation at Smart Send. This means that some data is incorrect, and needs to be fixed before making a new API call.How to fix:
  1. Check the error message for details about which field(s) failed validation
  2. Fix the field mentioned in the error message
  3. Ensure all required fields are provided and in the correct format
  4. Try to create a new label with the corrected data
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