How to fix MyDHL issues

Learn how to solve the issues you may face with DHL Express

Updated over a week ago

Have you correctly connected DHL Express but you're facing some issue during label creation? ๐Ÿ”

Here's how you can fix them case by case:

๐Ÿ“Œ If you don't see MyDHL carrier anymore at the carrier selection step, click on Excluded carriers section. In case you see the following error:

996: The requested product(s) not available for the requested pickup date. Process ID associated for this transaction

go to Carriers > Connection > MyDHL > Edit > Select the default amount of additional weekdays required to prepare the shipments

You can change the default number of days from the drop-down menu in case the next day is Bank Holiday in the country you are shipping from. For example, tomorrow is a bank holiday - change this value to either "Same Day" or "2" days required.

If the following 2 days are both bank holidays, change this value to "3" days required.

โ—Make sure to do this on all your myDHL connections, even though you might use only one service.

๐Ÿ“Œ Error returned from DHL webservice : SV012a : The system could not verify your shipping account number. Please correct this number and resubmit.For assistance call DHL customer services

In this case you should directly get in touch with DHL to better understand the origin of the issue

๐Ÿ“Œ No rates found

If you are receiving the "no rates found" error for your shipments, check:

- If the credentials employed are valid

- Delete any possible space in credentials

- Choose "All Services" under Product Code from Carriers > Connection > Edit

๐Ÿ“Œ Error 400 during shipment creation step (in Excluded carriers section) or Undefined Error. Status Code: 400:

Try to flag the Test mode from Carriers > Connection > MyDHL > Edit.

If in test mode the connection is working and you can see the carrier rates, it means their credentials are not enabled in Production environment.

Please check the settings from your DHL Developer profile - MYDHL API > App Name and verify if you have enabled the Production environment (see the screenshot).

๐Ÿ“ŒError while booking the pickup: Order XY does not belong to configuration #CONFIGNUMBER.

The error appears because the selected orders were made with one MyDHL connection, and then the pickup was booked with another connection. Make sure to select the correct MyDHL connection (the one which you used to create the shipping labels) and retry.

๐Ÿ“Œ MyDHL: - #/customerDetails/shipperDetails/addressLine1: expected maxLength: 45, actual: XXwhile creating the shipments

Go to My Profile > Sender info section and verify if the address doesn't exceed the required number of characters (45).
โ— Note that the address line 1 is counted as a combination of Street and Street Number fields, so make sure that the total number of characters (spaces included) doesn't exceed 45.

๐Ÿ“Œ Da rielaborare: #/content/exportDeclaration/lineItems/0: required key [manufacturerCountry] not found

Move the order back in the To Ship section clicking on the little arrow and make sure that you have correctly filled the CN22 form before creating your international shipment (or if you're shipping via API, to have correctly included the CN22 tag in your Ship API request).

๐Ÿ“Œ Da rielaborare: The #/content/exportDeclaration/lineItems/[0]/manufacturerCountry value provided is invalid

If you're shipping via API, make sure that you're introducing the correct ISO 2-digit country code.

๐Ÿ“Œ 410137: Product filtered out on delivery side because actual delivery time configured in TTS is greater than marketed delivery time configured in GREF, 1/-

The error indicates that you are attempting to use a Priority service (Express 9:00, Express 10:30, Express 12) to a destination that does not support it.
In this case, reprocess the shipment with a Standard service.

๐Ÿ“Œ #/customerDetails/receiverDetails/postalAddress/addressLine3: expected maxLength: 45

The error indicates that the Carrier Notes field exceeds the 45 characters allowed by MyDHL, reduce the characters entered in this field and resave the shipment.

๐Ÿ“Œ #\/content: required key [declaredValue] not found" error on MyDHL orders with amounts over ยฃ1000.

In this case, make sure to check the total value and separate with a , or . only the decimals and not also the thousands, otherwise the value won't be correctly registered.

๐Ÿ“Œ 8010: The Freight Payer Account is invalid

If you are trying to ship with Incoterm EXW, please check that the Account Number (third party customer code) entered when creating the shipment is correct:

๐Ÿ“ŒTo check: 998: [ISC.0082.9464] Value is shorter than minimum length ----/shipreq:ShipmentRequest/RequestedShipment/Ship/Shipper/Address/StreetLines2''

This error means Address 2 contains fewer characters than the minimum length, please check this field and notice each space counts as 1 character.

Done! ๐ŸŽ‰

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