Troubleshooting

Real errors and stuck situations, and how to resolve them.

Parcel creation errors and how to fix them Rejection messages when saving a new parcel: required fields, phone format, coverage rejection, low balance and plan limits, with diagnosis and fix steps. Troubleshooting Merchants
Parcel rejected: destination outside company coverage What the "doesn't ship to" and "doesn't deliver to ..." messages mean, where they come from, and how a merchant fixes the address or the platform admin edits company coverage. Troubleshooting Merchants
Wallet balance does not match the statement How to reconcile My wallet with the Account statement: the wallet types as implemented, the common causes of differences and what to send to support. Troubleshooting Merchants
Store connection errors and failed order imports Expired Zid and Salla authorization, orders that fail to become parcels, the "order did not become a parcel" notification and how retries work. Troubleshooting Merchants
Sign-in and OTP code problems An OTP code that does not arrive or is rejected, its validity and attempt limits, sign-in failure messages and the temporary lockout, and what to do and send to support. Troubleshooting
Courier assignment fails in dispatch Why assigning a parcel to a courier is refused in Parcel distribution: offline courier, parcel limit, parcel status and auto distribution, with the real messages and fixes. Troubleshooting Delivery companies
Missing, invalid or expired API credentials Fix 401, 403 and 402 answers from the APIs: unauthenticated, invalid_key, account_inactive, api_not_allowed, subscription_expired and plan_feature, and how to renew a key in the panel. Troubleshooting Developers
Webhook signature verification fails on your side Why X-DS-Signature does not match on your server: changed raw body, wrong key, timestamp or encoding, and how to test with the ping message and the message log. Troubleshooting Developers
HTTP 429 and rate limit errors Tell which limit caused a 429: plan limit (rate_limited), IP limit (Too Many Attempts), the public tracking link page, sign-in or OTP routes, and what to do about each. Troubleshooting Developers
Notifications not arriving: push, SMS and email How to find out why a push notification, SMS or email did not arrive: what you can configure in the Notification center, SMS settings and Firebase, what is logged, and what only the super admin can fix. Troubleshooting
Store sync problems: orders not becoming parcels or status not reaching the store What to do when an order from a connected store does not become a parcel or the shipment status does not reach the store: statuses, causes, error messages, retrying and what retries by itself. Troubleshooting Merchants
Cannot see or open a screen: staff permissions and access Why a company staff user cannot see or open a screen: role permissions, the silent redirect to the home page, 403 pages for account type, plan and subscription locks, and how to fix each. Troubleshooting Delivery companies
Index of common error messages An index of the most common error messages, word for word in Arabic and English: parcels, import, destinations, wallet, sign-in, stores, the API, rate limits, webhooks and permissions, with the meaning and first fix. Reference