Common issues
Booking issues
“Booking failed” error
What it means
The shipment could not be booked successfully.
Possible causes
Invalid or incomplete shipping address
Insufficient account balance
Carrier API issue
Missing package dimensions
Invalid carrier credentials
How to fix
Check the shipping address is complete and correct
Confirm your account balance is sufficient
Ensure package dimensions are entered
Check the carrier connection status
Try booking with a different carrier
Contact support if the issue continues
“No rates available” error
What it means
No shipping rates were returned for this order.
Possible causes
Invalid or unserviceable address
Missing package dimensions
Carrier API issue
Carrier not connected or disabled
How to fix
Verify the shipping address
Check package dimensions
Try another carrier
Confirm the carrier is connected and active
Use backup rates if configured
Contact support if the issue persists
“Insufficient balance” error
What it means
Your prepaid balance is too low to book the shipment.
How to fix
Go to Settings → Billing
Top up your prepaid balance
Or switch to Charge Account payment method
Try booking again
Tip
Enable balance warnings or use Charge Account to prevent this.
Carrier issues
Carrier connection failed
What it means
Pack to the Future couldn’t connect to your carrier account.
Possible causes
Incorrect API credentials
Carrier account inactive
API access not enabled
Temporary network issue
How to fix
Re-check API credentials
Confirm the carrier account is active
Ensure API access is enabled with the carrier
Use Test Connection in carrier settings
Contact the carrier if needed
Contact Pack to the Future support if it continues
Carrier rates not showing
What it means
Rates aren’t appearing during booking.
Possible causes
Carrier not connected
Carrier disabled
Address not serviced
Carrier API issue
How to fix
Go to Settings → Carriers
Confirm the carrier is connected
Ensure the carrier is active
Try a different address or carrier
Test the carrier connection
Contact support if unresolved
Balance issues
Balance not updating after top-up
What it means
Your balance hasn’t updated after topping up.
Possible causes
Payment still processing
Payment failed
Page hasn’t refreshed
How to fix
Wait a few minutes
Refresh the page
Check your payment confirmation email
Confirm payment was successful
Contact support if the balance still hasn’t updated
Balance depletion warnings
What it means
Your prepaid balance is running low.
How to fix
Go to Settings → Billing
Top up your account
Or switch to Charge Account
Prevention
Top up regularly or use Charge Account to avoid interruptions.
Packaging & Pack Points issues
Pack Points not appearing
What it means
Points haven’t appeared after shipping orders.
Possible causes
Points are still processing
You’re on Free or Starter plan (points locked)
Points already added
How to fix
Refresh after a few minutes
Check your plan type
Review your Pack Points balance
Contact support if still missing
Points expired
What it means
Pack Points expired after 90 days.
What to know
Expired points cannot be recovered
Redeem points before expiry
Tip
Check expiry warnings on the Packaging page regularly.
Product AI issues
Estimates not appearing
What it means
Product AI hasn’t generated estimates.
Possible causes
Product AI disabled
Not on Warrior+ plan
Insufficient product data
Processing delay
How to fix
Enable Product AI
Confirm you’re on Warrior+
Add product descriptions or images
Wait a few minutes
Try estimating again
Contact support if needed
Low confidence estimates
What it means
The AI isn’t confident about the estimate.
How to fix
Review and edit dimensions
Confirm accurate estimates
Add more product details
Manually enter dimensions for critical products
Address issues
Address validation failed
What it means
The address couldn’t be validated.
Possible causes
Incomplete address
Unserviceable location
Carrier-specific requirements
How to fix
Edit the address during booking
Confirm suburb, postcode, and state
Try another carrier
Use address validation if available
Confirm details with the customer
PO Box detected
What it means
The address is a PO Box.
What to do
Some carriers don’t deliver to PO Boxes
Choose a carrier that supports PO Boxes
Or request a street address
Label issues
Label won’t download
What it means
The shipping label couldn’t be downloaded.
How to fix
Wait a few seconds and retry
Check browser download permissions
Try another browser
Contact support if it continues
Label print quality issues
What it means
The printed label is unclear or unreadable.
How to fix
Print at 100% scale
Use thermal printer if available
Use label paper, not plain paper
Check printer quality settings
Contact support if formatting looks wrong
Frequently asked questions
General
How do I get started?
Complete the onboarding checklist on your dashboard.
Which plan should I choose?
Free for testing, Starter for growth, Warrior for Pack Points and Product AI, Enterprise for advanced fulfilment and integrations.
How do I contact support?
Use the Intercom chat widget or email support.
Can I use multiple Shopify stores?
Each store requires its own installation.
Billing
How are shipping costs calculated?
Carrier base rate plus a 15% markup (network) or 15% transaction fee (BYO).
Can I get a refund on my balance?
Contact support to discuss refund options.
How do I change plans?
Go to Settings → Billing and select Upgrade or Downgrade.
Carriers
Which carriers are available?
Network carriers are available immediately. BYO carriers require account connection.
Can I use multiple carriers?
Yes, you can mix network and BYO carriers.
How do I set a default carrier?
Go to Settings → General and select your default carrier.
Packaging & Pack Points
How do I earn Pack Points?
Every shipment earns points automatically.
When can I redeem points?
Warrior+ plans can redeem points.
Do points expire?
Yes. 30 days full value, 60 days at 50%, then expired.
Product AI
How accurate are estimates?
High-confidence estimates are usually very accurate. Low-confidence ones should be reviewed.
Do I need to confirm estimates?
Not required, but confirmation improves accuracy.
Can I disable Product AI?
Yes, toggle it off at any time.
Orders
Can I partially ship an order?
Yes, use partial shipping in the booking modal.
Can I change a carrier after booking?
No. Cancel and rebook if needed.
How do I track shipments?
Use the tracking link in the order details.
Technical
Which browsers are supported?
Chrome, Safari, Firefox, Edge, and mobile browsers.
Is there an API?
Yes, available on Warrior+ plans.
Getting help
If you still need assistance:
Review this guide
Use Intercom chat for fastest support
Email [email protected]
Helpful info to include
What you were trying to do
Error messages
Screenshots
Order or shipment IDs
Browser and device