Troubleshooting Tips
ShipBoss Help Center : Troubleshooting Tips
Trouble shooting Guide, Commonly Asked Questions, Technical Questions
Login Issues
can’t login into ShipBoss!
- Please follow these login instructions.
- If you’re still having an issue, please contact our support team.
’m entering my temporary password and it’s tells me the password is invalid.
- Make sure you are not hitting forgot password but rather entering your email by username and temporary password by password.
- If you are still having an issue, please contact our support team.
Ship Page Issues
am seeing a blank screen by “New Shipments”.
- Make sure your default address is set. Once you’ve set and saved it, recheck the New Shipment page.
- If your still having an issue, please contact our support team.
’m not getting rates.
- Recheck your addresses
- Check that there are no specialty characters in the address.
- Make sure your packaging is set to customer packaging
- If your still having an issue, please contact our support team.
Address Issues
he system does not recognize my zip code or address.
- Double check your address.
- Ensure there are no specialty characters in your address.
- Make sure your packaging is set to Customer Packaging.
- If your still having an issue, please contact our support team.
’m not seeing the address I just created in my address book
- Try refreshing your page.
- Log in and log back out.
- Clear your cache by hitting F5
- If you’re still having an issue please reach out to our support team.
tried creating a shipment with an address and it’s not working.
- Check to make sure your address has the correct city and zip.
- Check that there are no specialty characters in the address.
- If it is correct:
- for UPS domestic shipments or to PR you can check with the UPS validator tool.
- For DHL you can check the city and/or zip on DCT.
- Make sure your packaging is set to “Customer Packaging”. You may have to first reset your shipment.
Pickup Issues
he system is not letting me create a pickup
- Make sure your pickup window is within the required minimum window required by the carrier as shown on the pickup screen.
- Check your address
- If you’re doing a Ground pickup, it can only be scheduled for the next day.
- In general, make sure pickup date is on an active business day (not a legal holiday, etc.).
- If you still need help, please contact our customer support team.
- If you receive an error, try adjusting your pickup window to 4 hours instead of three. If problems still persist, please contact your customer service representative.
don’t see a confirmation # for the pickup I just created.
- Refresh your screen
- Log out and log back in.
- Clear your cache by hitting F5
- If that does not help, contact our support team
am receiving an “ESB BOOK exception” error while trying to schedule pickup.
- Make sure you remove any specialty characters in your address and try again.
- If your still having an issue, please contact our support team.
Label Issues
’m not able to see the label I just printed.
- Make sure you allow popups in your browser.
- Refresh your page.
- Log out and back into your browser.
- If your still having an issue, please contact our support team.
’m having trouble printing my label.
- If you are printing a 4X6 label sheet, you will need to make sure you the correct type of printer.
- If you’re using a 4X6 label printer, you will need to make sure you are selecting 4X6 for the label type.
Error Messages
I’m getting “Rates Unavailable”.
- Double check your “To” and “From” address.
- Please note: you will still be able to select that service and will be billed according to you’re a discounted rate.
I’m getting “Server Error”.
- Please refresh your page by hitting F5 on your keyboard or the refresh button in the top of your browser.
- If your still having an issue, please contact our support team.
I’m getting an error “Electronic Trade Documents are not available for domestic shipments”.
- The carrier requires an automated export system EEI #.
- If your shipment is under $2,500 you can add an AES exemption. Please see our resources page for more info.
I am receiving an “ESB BOOK exception” error while trying to schedule pickup.
- Make sure you remove any specialty characters in your address and try again.
- If your still having an issue, please contact our support team.
Updated on: 09/01/2023
Thank you!