How to Fix MyDHL Errors

FAQ: Troubleshooting MyDHL Errors

❓ How do I check and fix an error in the "Errors" section?

Go to Orders > Errors from your ShippyPro dashboard.
Look for the Error Type message.
Click How to Fix? to view detailed instructions.
Use the wrench icon to correct the shipment data.

❓ What does the error “996: The requested product(s) not available for the requested pickup date” mean?

This means the selected pickup date is invalid, often due to holidays or cut-off times.

How to fix it:

Go to Carriers > MyDHL > Edit
Adjust the "Additional Days for Pickup" field (e.g. from “0” to “1” or “2”)
This gives DHL enough time to schedule the pickup correctly

❓ Error “SV012a: The system could not verify your shipping account number” – what should I do?

This indicates that your DHL Account Number is not recognized.

Solution:

Contact DHL support to confirm your account is correctly activated and eligible for API use.

❓ Error “SV011a: Cannot determine destination service” – what causes this?

This means the destination address data is incomplete or incorrect.

Check the following:

Street address
City and postal code
State/province (especially for the US/Canada)
Country code (ISO-2 format)

❓ Why do I see “No rates found” for a shipment?

There are a few possible causes:

Invalid or inactive credentials
Extra spaces in the username or password fields
“Product Code” in MyDHL connection set to a specific service instead of All Services

Fix it in ShippyPro:

Go to Carriers > MyDHL > Edit
Select All Services from the Product Code dropdown

❓ What does "400 Bad Request" mean when creating a shipment?

This typically means your MyDHL credentials are still in Sandbox mode.

Solution:

Ensure you're using Production credentials
Check in DHL's Developer Portal if the API key is live and fully activated

❓ I get the error: “Order does not belong to configuration #123456” when booking a pickup – what now?

This means the order you're trying to schedule a pickup for wasn't created using the same MyDHL connection.

Fix:

Make sure to use the same carrier connection used to generate the shipment
If unsure, check the order details or remove/reconnect the carrier

❓ Why do I see “addressLine1: expected maxLength: 45” in the error message?

The street address field exceeds DHL's character limit.

To fix:

Go to My Profile > Sender Info
Make sure the street + street number fits within 45 characters (including spaces)

❓ I get an error about customs data missing (CN22 or Export Declaration) – what to do?

For international shipments, customs data is mandatory.

If you're using API:

Include the tag manufacturerCountry with the ISO-2 code (e.g. IT for Italy, FR for France)

In ShippyPro:

Ensure all customs fields are filled out correctly in the order or shipment form

❓ Error “8009: Shipper Billing Country must be the same…” — what does it mean?

This error usually comes from an incompatible Incoterm or billing setup.

Fix:

Check the Billing Account Country
Make sure it matches the selected Incoterm (especially for EXW or DDP shipments)

❓ I get “Value is shorter than minimum length…” for VAT or IOSS fields. How do I fix that?

This error means required tax fields are missing or too short.

What to check:

Make sure your VAT or IOSS numbers are correctly added in:
- My Profile > Sender Info
- Or within your ShippyPro Shipping Presets

🧰 Tips for a smoother MyDHL setup

✅ Double-check all your credentials — even a space can break things
🌐 Use ISO-2 country codes (e.g. DE, FR, ES) where required
🕒 Always account for weekends/holidays when setting pickup days
🛠 Use “All Services” in the product code dropdown if unsure which DHL service to use

💬 Still having trouble?

Contact our support team — we're here to help!
Or reach out to DHL’s tech support for account or credential-related issues.