Troubleshooting Shopify Shipping labels
When you buy Shopify Shipping labels in your Shopify admin, you might get an error message.
On this page you can find common error messages when buying Shopify Shipping labels and the steps that you can take to resolve your issue. If you still need help, then contact Shopify Support.
Address errors
When you buy Shopify Shipping labels, you might get error messages related to your shipping origin and destination addresses, such as whether the addresses match the address formatting requirements of the carrier that you use.
The shipping address is invalid. Your order doesn't have a valid shipping address
If you get an error message saying The shipping address is invalid. Your order doesn't have a valid shipping address, then check whether the address is incorrect. This message is associated with orders that were placed through a sales channel such as Facebook and Instagram by Meta.
If you try to edit the shipping address in your Shopify admin on the order page or the shipping label purchase page, then you get another message that says The shipping address can't be edited because the order was placed on Facebook.
To resolve your issue, use one of the following options:
- Create a draft order with the original address or the corrected address, then mark the payment as paid if you received payment on the original order, and then buy your Shopify Shipping label through the new order that you created. You can then fulfill the original order using your tracking number from the new order.
- Buy a shipping label using your own carrier account or a third-party app, and then fulfill the order manually.
The service you selected is unavailable between your origin and destination addresses
If you get an error message saying The service you selected is unavailable between your origin and destination addresses, then this means that your carrier has suspended its service to a certain destination because of a current event or specific circumstances.
View the service disruptions pages for individual carriers using the following links:
To resolve your issue, you can try to purchase a Shopify Shipping label with another carrier, or you can contact another carrier directly to purchase a label outside of Shopify Shipping.
This order's address couldn't be verified/This address may be incorrect
If you get an error message saying This order's address couldn't be verified or This address may be incorrect, then an address you're using might be incorrect.
If you've verified the address or you know the address is correct, and you can still purchase a label, then you can ignore the message.
You can use an online address validator service for the country that you ship to, such as the following examples:
- United States, USPS, Look Up a ZIP Code
- Canada, Canada Post, Find a Postal Code
- United Kingdom, Royal Mail, Find an address
- France, La Poste, Test an address
- Italy, Poste Italiane, Postal code search
- Ireland, An Post, Check an address
You need to make sure that the address you use is formatted in the same way that it's written on the carrier's website.
To check shipping addresses for locations that aren't covered by the links above, you can use Google Maps, DHL's address lookup service, or the Google for Developers geocode search tool.
If you ship to a country that doesn't use or require postal codes, then you can edit the address at the fulfillment stage of the order, and enter 00000 in the Postal code or ZIP code field. This avoids an error message indicating that the destination postal code or ZIP code is invalid.
The address you're shipping from could not be verified/Shipping origin street address is required/Invalid Origin Postal Code
If you get an error message saying The address you're shipping from could not be verified, or Shipping origin street address is required, or Invalid Origin Postal Code, then there's an address verification issue with an address that you entered in the Settings > Locations section of your Shopify admin, or an address has incorrect or missing information.
You can check whether the address is incorrect or not, and then make any changes that you need to.
If you've verified the address or you know the address is correct, and you can still purchase a label, then you can ignore the message.
If you still need help, then contact Shopify Support.
Something went wrong. Try again. This order's address couldn't be verified
If you get an error message saying Something went wrong. Try again. This order's address couldn't be verified, then this usually indicates that there were a large number of requests to DHL to purchase labels.
You should try to purchase your label again after a short period of time. If you still need help, then contact Shopify Support.
This message is specific to Shopify Shipping label purchases with DHL Express.
The address you're shipping to is invalid
If you get an error message saying The address you're shipping to is invalid, then you need to ensure that the shipping address you enter is an exact match to how it's written in DHL's address lookup service.
This message is specific to Shopify Shipping label purchases with DHL Express.
The address line you're shipping from exceeds 35 characters/The address line you're shipping to exceeds 35 characters
If you get an error message saying The address line you're shipping from exceeds 35 characters or The address line you're shipping to exceeds 35 characters, then there's a specific line in an address that exceeds the character limit allowed for that address line by a particular carrier.
You need to reduce the number of characters for the affected line in either the customer's shipping destination address on the order, or the shipping origin address in the Settings > Locations section of your Shopify admin.
Review the following carrier-specific address character limits:
| Carrier name | Address line | Character limit |
|---|---|---|
| Canada Post | Company name | 44 |
| Phone number | 25 | |
| Address line 1 | 44 | |
| Address line 2 | 44 | |
| City | 40 | |
| Province | 20 | |
| Country code for Canada | 6 | |
| Country code for United States | 10 | |
| Postal code | 14 | |
| DHL | Address line 1 | 35 |
| Address line 2 | 35 | |
| City | 35 | |
| Postal code | 12 | |
| Phone number | 25 | |
| Email address | 50 | |
| Evri | Address line 1 | 32 |
| Address line 2 | 32 | |
| City | 32 | |
| Company name | 32 | |
| Mondial Relay | Customer name | 32 |
| Merchant's business name | 32 | |
| UPS | Name | 35 |
| Company name | 35 | |
| Address line 1 | 35 | |
| Address line 2 | 35 | |
| City | 30 | |
| Phone number | Between 10 and 15 | |
| USPS | Name | 47 |
| Company name | 47 | |
| Phone number | 10 | |
| Address line 1 | 47 | |
| Address line 2 | 47 | |
| City | 50 | |
| Province | 25 | |
| Postal code | 10 |
The Postal Code is not valid for the selected province. Please correct the Postal Code or select a different province
If you get an error message saying The Postal Code is not valid for the selected province. Please correct the Postal Code or select a different province, then either the customer's shipping destination address on the order, or the shipping origin address in the Settings > Locations section of your Shopify admin, has a postal code that isn't valid for the province that's included in the address.
This message is specific to Shopify Shipping label purchases with Canada Post. You can use Canada Post's address verification tool to check that the postal code matches the province, and then make any changes that you need to.
Your shop is temporarily unable to purchase labels. Your shipping address phone number must be ten digits
If you get an error message saying Your shop is temporarily unable to purchase labels. Your shipping address phone number must be ten digits, then you need to ensure that the phone number is valid for the region of your shipping origin address in the Settings > Locations section of your Shopify admin.
Account errors
When you buy Shopify Shipping labels, you might get an error message related to your UPS account.
Your UPS shipping details need to be reset because you haven't purchased UPS labels through Shopify in several months. To reset your information and buy labels, contact Shopify Support
If you get an error message saying Your UPS shipping details need to be reset because you haven't purchased UPS labels through Shopify in several months. To reset your information and buy labels, contact Shopify Support, then you need to contact Shopify Support to have your UPS account reset.
If you haven't purchased a UPS shipping label after you registered for a UPS account, or if it's been several months since you purchased a UPS shipping label, then your UPS account associated with your Shopify store might have been deactivated.
This shipping service isn't available because of a technical error. Select a different service to complete your purchase
If you get an error message saying This shipping service isn't available because of a technical error. Select a different service to complete your purchase when you're trying to buy a Shopify Shipping label with UPS, then UPS might not operate your selected service between the origin and destination shipping addresses.
You can use the UPS service calculator to check the list of services that are available between your origin and destination shipping addresses.
If you find a service that matches the option you're trying to select in your Shopify admin, then contact Shopify Support.
Other Shopify Shipping label errors
When you buy Shopify Shipping labels, you might get one of the following general error messages.
A system error has occurred and is being investigated/There was a problem buying shipping labels. Review order details and try again/Something went wrong. Try again
If you get an error message saying A system error has occurred and is being investigated, or There was a problem buying shipping labels. Review order details and try again, or Something went wrong. Try again, then you can try the following steps to resolve the issue:
- Verify the shipping destination address and the shipping origin address.
- Check if any address lines exceed a particular carrier's character limit for that specific address line.
- Check the shipping destination and shipping origin addresses, the customer's name, and the store's name, for any special characters in languages other than English, any decorative characters, or any emojis, and remove or replace any that you find.
- In the Customers section of your Shopify admin, verify that both the First Name and Last Name fields have a full name for the relevant customer that you're shipping an order to.
- Verify that the customer's phone number includes the relevant country code, and that the length of the number matches the expected length for phone numbers in the shipping destination country.
The messages of A system error has occurred and is being investigated/There was a problem buying shipping labels. Review order details and try again/Something went wrong. Try again can also display when you try to purchase a DHL Express shipping label, but your shipping origin location isn't close enough to a DHL location. You can check the availability of rates from your shipping origin location by using the DHL online quote calculator.
If you still need help, then contact Shopify Support.
The selected order is not eligible for shipping labels
If you get an error message saying The selected order is not eligible for shipping labels, then this means that an order's already been fulfilled, or an order's items don't require shipping. These orders aren't expected to be eligible for a shipping label.