Troubleshooting Carrier Authentication Errors


This article covers a number of error messages you may see when setting up a new Live Rate Carrier in ShipperHQ. You’ll find descriptions of error messages, causes, and troubleshooting steps below.

Carrier Validation Errors

    1. Authentication Failed – This could occur for a number of reasons. Ensure your credentials are correct and make sure you have a default origin set in ShipperHQ > Origins tab. If not, you’ll need to edit your Origin and assign it to your Website.
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    2. Authorization Failure: This occurs when your Carrier credentials are invalid.


  • No Valid Rates found for Carrier: This is frequently caused by having no Shipping Methods selected on your Carrier.


    1.  Ensure you have several Shipping Methods set on your Carrier.

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    1. Package weight exceeded or does not meet requirements: Adjust the Package settings for the carrier and hover your mouse over them to display a tooltip with info on the minimum and maximums here.
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    2. Account #### cannot be used As a Shipper Account: Please check with your Freight carrier to resolve this.Screen Shot 2016-05-19 at 12.14.36 PM


  • Sandbox can prevent validationOnly check “Use Sandbox” when setting up your Carrier if you do not have live or production credentials.


Identifying With Logs

When requesting a shipping rate on an e-commerce platform that has logging, check to see the response returned by ShipperHQ. If you search for “Internal error message” it will display that there is an authentication error with the carrier.

Enabling Logging by eCommerce Platform:

Resolving Authentication Errors

Below are several checks to make to ensure that the carrier is able to authenticate with their API.

    • Check to ensure that the configuration of the origin selected under “Attached Origins” is correct. By default, ShipperHQ creates an example origin based in California, USA. If this differs from the location that it should be dispatched from this will cause discrepancies.


  • If you have applied for test/sandbox credentials and do not have access to live credentials yet, ensure that the “Use Sandbox” checkbox is ticked (if present). Conversely, untick this checkbox if you have live or production credentials.

    • FedEx Freight special note: FedEx Freight ensures that the origin address matches the account address so this must match your account. If you are using the multi-origins and drop shipping functionality, however, you will need to change the “Payment type” to “Third party”. If you need these options, contact your FedEx Freight account manager to enable this option on your account.


  • It’s easy to miss a character when typing in account credentials. Double check to make sure the credentials you’ve entered are correct. Also check that there are no unnecessary spaces or other unwanted characters before or after your credentials.


  • Where present, check for the “Unit of weight” under “Account Settings”. When there is a mismatch in the unit of weight the carrier may fail to authenticate. For example, kilograms when shipping from and to an address in USA.
  • Your Carrier account representative will be able to confirm if your credentials are correct. If the troubleshooting steps above are unsuccessful, it is worth double checking with them. If necessary, the ShipperHQ team can provide the exact request we send to the carrier and the response we’ve received on your account. Contact us and let us know what steps you’ve taken so far.