Index of common error messages

Purpose#

This index lists the most common messages users see, grouped by area. Each entry gives the message exactly as the platform shows it, what it means, the first fix and the guide to read next. Parts that change from case to case are shown in capitals, such as N, X, DATE or ERROR.

How to use it#

Find the message in the area where it appeared. Messages are quoted in the interface language of this page. A few exist in one language only, and the entry says so. Messages from the merchant API follow the Accept-Language header: Arabic by default and English when it starts with en. The courier mobile API does not read that header and answers in the server's default language.

Creating a parcel#

• Select the pickup location (shipping). / Select the delivery type. — A required choice is empty on New parcel. First fix: Choose it. The API uses your default pickup location when none is sent.
• Enter the recipient name. / Enter the recipient phone. / Set the recipient address on the map (tap the map or search for the address). — A required recipient field is empty. First fix: Fill in the field named in the message.
• The customer phone format is invalid. — The phone must have 6 to 30 characters: digits, +, spaces, hyphens or parentheses. The Arabic message shows the field name untranslated. First fix: Retype it, for example 09xxxxxxxx.
• The merchant subscription to a merchant plan has expired or does not exist — renew the subscription to create parcels. / The subscription of the merchant company has expired — the company must renew its subscription to create parcels. — No active merchant plan (first message), or the company the merchant belongs to has no active subscription (second). First fix: Renew from Plan and subscription, or ask the company to renew.
• You have reached your plan limit: N parcels during the subscription period (until DATE), and you used M. Upgrade your plan or renew the subscription to continue. — The plan sets a maximum parcel count and it is used up. First fix: Upgrade the plan or renew the subscription.
• The selected delivery company is not available to you / The selected pickup location does not belong to you / You have no registered pickup location — add a pickup location (branch) from the Stores/Branches page first. — The company is not offered to your account, or the pickup location is not yours or missing. The last message says Stores/Branches; the page is called Pickup locations. First fix: Pick a company from the list, or add a pickup location under Pickup locations.
• “X” accepts parcels up to N kg — this parcel is W kg. / “X” accepts amounts in: LIST — change the parcel currency. — The parcel is heavier than the company's maximum weight (first message), or its currency is not accepted by the company (second). First fix: Lower the weight, change the parcel currency or choose another company.
• Delivery company «X» has not set a price for governorate Y — set it from the «Delivery pricing» page or choose another company. / The delivery company prices by governorate: we could not determine the recipient governorate from the address «ADDRESS» — choose the governorate from the list. / The delivery company prices by distance: set the recipient location on the map. — The company has no price for that governorate (so it does not deliver there), or the governorate or map position the price needs is missing. First fix: Choose the governorate in the list, set the location on the map, or choose another company.

Read next: «Parcel creation errors and how to fix them».

Importing parcels from Excel#

• Choose an Excel or CSV file. / File type must be xlsx, xls, or csv. / File size exceeds 5 MB. — No file, a wrong type, or a file over 5 MB. First fix: Attach an xlsx, xls or csv file under 5 MB.
• The file is empty or the first row lacks the column «اسم المستلم» / «الموبايل» / «العنوان» (recipient name / mobile / address). — The first row has no recipient name, mobile or address column. First fix: Start from the template the import page offers and keep its headings.
• Maximum 300 parcels per file (your file has N). Split it into multiple files. — The file has more than 300 rows. First fix: Split it into files of 300 rows or fewer.

Read next: «Parcel creation errors and how to fix them».

Destination outside coverage#

• “X” doesn't ship to COUNTRY. Supported countries: LIST. / We couldn't determine the Recipient's governorate — “X” only delivers to: LIST. Choose the governorate explicitly. / “X” doesn't deliver to Y (Recipient). Supported governorates: LIST. — The destination country (first), an unrecognised governorate (second) or a governorate outside the company's coverage (third). When the pickup location is the one checked, Sender replaces Recipient. First fix: Choose the governorate explicitly or a company that covers the destination; only the super admin changes coverage.

Read next: the troubleshooting guide on parcels rejected for a destination outside company coverage.

Wallet, balance and withdrawals#

• Insufficient wallet balance. Required: 12.50, available: 3.00 — The amount needed is more than the balance. Both numbers are in US dollars. First fix: Top up My wallet and try again.
• Your balance with «X» is not enough for the parcel fee: required A, available B — ask the company to top up your balance. — A merchant of a delivery company paying from the balance the company keeps. First fix: Ask the company to top up your balance.
• The amount must be at least 1. — A withdrawal request below 1 in the chosen currency. First fix: Enter at least 1, up to your COD dues.
• حسابك تابع لشركة توصيل — هالميزة لحسابات تجار المنصة بس (ربط المتاجر، الـ API، الويب هوك، باقات وشحن رصيد المنصة). طرودك ورصيدك عن طريق شركتك. (Arabic only, in every interface language) — A merchant of a delivery company opened a platform-only page (store connections, API, webhooks, platform plans, top-up, withdrawal). First fix: Nothing to fix: the company settles with you directly.
• The amount exceeds the cash held by the courier. / The amount exceeds the merchant dues (X). / The amount exceeds what the merchant owes (X). / The merchant balance is less than the amount you want to withdraw. — Company staff recorded a settlement or withdrawal larger than the balance. First fix: Enter an amount up to the balance shown.

Read next: the troubleshooting guide on a wallet balance that does not match the statement.

Signing in and the OTP code#

• Incorrect email/mobile or password. — The details do not match. The messages below appear only when the password is right. First fix: Retype them; use Forgot password if needed.
• The account is not activated yet (OTP verification code not confirmed). / Account suspended (status: inactive). Activate it from the merchants/users page in the admin dashboard. — The code was never confirmed (first) or the account is suspended (second). First fix: Confirm the code, or ask your company admin to activate the account.
• This account belongs to another company (ID N), sign in from: DOMAIN — not from domain … / The super admin account can sign in only from the main domain, not from a company domain. — You are on the wrong domain. The first message is cut here after the domain name. First fix: Sign in on the domain named in the message (the main domain for the super admin).
• Could not sign in to this account on this domain. / رابط الدخول انتهت صلاحيته (صالح دقيقتين بس). سجّل دخول من جديد من هالصفحة. (the last one is Arabic only) — Another reason, with a correct password (first), or the one-time link from the main domain expired after 2 minutes, was used, or the account is suspended (second, Arabic only). First fix: Sign in again directly on your own company's domain; if it persists, contact support.
• Too many login attempts. Please try again in N seconds. — Repeated failed sign-ins. The Arabic text lacks the number of seconds. First fix: Wait a minute and try again.
• Invalid OTP — A wrong, expired or used code. The web pages show the English text in every language; the mobile API answers in the server's default language (HTTP 401). First fix: Press Resend Code! and enter the new code.
• Credentials not match / Invalid Api Key / رقم الدخول (أو الموبايل) أو كلمة المرور غلط. / حساب المندوب موقوف — تواصل مع شركتك. (the last ones are Arabic only) — Courier mobile API sign-in: wrong number or password (401) and suspended courier (403), both Arabic only; a missing field or a password under 6 characters (422); a missing or wrong apiKey header (400, English only). First fix: Check the courier ID or mobile, the password and the apiKey header; ask your company about a suspension.

Read next: «Sign-in and OTP code problems».

Store connection and sync#

• إعداد المتجر ناقص: … (Arabic only, in every interface language) — The store has no shipping company or pickup location, or the chosen one is no longer available. The reason continues in Arabic. First fix: Choose them on the store card and save; stopped orders are retried.
• Keys rejected by the store (CODE). Check the Consumer Key/Secret and make sure the permission is «Read/Write». — WooCommerce: Test connection was refused by the store; CODE is 401 or 403. First fix: Connect the same store URL again with new keys that have Read/Write permission.
• تطبيقنا انشال من متجر زد — اربطه من جديد. / صلاحية الربط مع زد انتهت — اكبس «إعادة الربط بزد». / سلة رفضت تجديد الصلاحية — افتح تطبيقنا من لوحة سلة (التطبيقات المثبتة) ووافق على الصلاحيات من جديد. / طريقة الشحن مو Delivery Syria: «…» — لقبول كل الطلبات حط ZID_ONLY_OUR_SHIPPING=false بملف .env (Arabic only, in every interface language) — The authorization bar of Zid (app removed, expired) or Salla (renewal refused), and a Zid order whose shipping method is not the platform's own (by default only the platform's shipping is accepted). First fix: Press Reconnect with Zid, or approve the app again in the Salla panel. The shipping-method rule is set by the platform operator.
• Insufficient wallet balance — the parcel is awaiting a top up and will complete automatically. — A short balance is not a failure for a store order: the parcel waits and is cancelled after 24 hours if the balance does not arrive. First fix: Top up the shipping balance.
• Invalid signature / Unknown store — The platform's answer to a store webhook call: a wrong signature (HTTP 401) or an unknown store token (404). First fix: Re-register the webhooks or reconnect the store.

Read next: the troubleshooting guides on store connection errors and on store sync problems.

API errors#

• Send the key in the header: Authorization: Bearer <API key> — unauthenticated (HTTP 401): no Bearer key was sent. First fix: Send the header exactly.
• The key is invalid or revoked. Generate a new key from the merchant dashboard. — invalid_key (HTTP 401): the key was renewed, revoked, mistyped or is of another type. First fix: Generate or renew the key and update your system.
• Merchant account suspended or not found. / Your account belongs to a delivery company — the API is for platform merchant accounts only. — account_inactive and api_not_allowed (HTTP 403). First fix: Ask whoever manages the account to reactivate it; a merchant of a delivery company ships through the company.
• You do not have an active merchant plan subscription — subscribe to use «NAME». / Feature «NAME» is not included in your current plan — upgrade your plan from the subscription page. — plan_feature (HTTP 403): no active plan, or the plan lacks the feature. First fix: Renew or upgrade the plan.
• An error occurred on our side. If it happens again, contact support and mention reference EXXXXXX. — server_error (HTTP 500) with a reference that starts with E. First fix: Retry once, then send the reference to support.
• Not delivered: ERROR — delivery_failed (HTTP 422): the webhook test call to your URL failed; ERROR is the reason. First fix: Check that your URL is public and answers with a 2xx status; if your own signature check fails, compare X-DS-Signature.

Read next: «Missing, invalid or expired API credentials», and the troubleshooting guide on webhook signature verification.

Rate limits (HTTP 429)#

• You have reached your plan limit: 60 order Per minute. Wait 42 seconds or upgrade your plan. — rate_limited (HTTP 429): your plan's per-minute or per-day API limit. The English wording is awkward but real. First fix: Wait for the Retry-After seconds, slow down, or ask for a higher plan.
• Too Many Attempts. — The per-IP limit of the API, answered as JSON with HTTP 429. The text is English in every language. First fix: Wait for the Retry-After seconds and reduce the calls from your public IP address.
• Too many requests in a short time — wait a minute. / Too Many Requests received. Please try again later. — The HTML 429 page: its fixed English text (second) and, in its reason box, the line in the page language (first). First fix: Wait a minute and reload.
• Too many accounts were registered from this device today — try tomorrow or contact support. — The "Register as a merchant" page limits sign-ups per device. First fix: Try again tomorrow or contact support.
• Too many requests from your device — try again after N minutes. / Too many requests — wait a minute and try again. — The "Ship your parcel without creating an account" page: the order form limit (first) and the price box text (second). First fix: Wait as stated.

Read next: «HTTP 429 and rate limit errors».

Permissions and access#

• You do not have permission for this page or action. / This action is allowed for: ROLES. Account used: #ID (TYPE, company N). — The 403 page is titled "403 Access Forbidden" (English in every language). Its "Error reason" box starts with the first message and, for a page restricted by account type, continues with the second, then shows the request path, your account and a reference. A missing menu permission instead sends you home with no message. First fix: Sign in with an allowed account type, or check your role.
• Account suspended (status = 0). — HTTP 401 on a route restricted by account type: a suspended account that still has a session or token. First fix: Reactivate the account.
• Your company plan allows N merchants, and you have reached the limit. Upgrade the plan to add more merchants. — A company tried to add more merchants than its plan allows. First fix: Upgrade the company plan.
• You do not have a private delivery company. / هالصفحة لمشرفي المستودعات بس. / حسابك مو مربوط بمستودع — تواصل مع الإدارة. (the last ones are Arabic only) — «My delivery company» pages need a merchant who owns a company; the warehouse panel is for supervisor accounts linked to a warehouse (its two messages are Arabic only). First fix: Use the right account type, or ask the platform to link the account.

Read next: the troubleshooting guide on staff permissions and screens you cannot open.

Limits and notes#

• Only messages found word for word in the language files or the code are listed. Messages built from fragments are shown assembled.
• Validation messages that use a field name can show it untranslated, as in the phone-format message.
• Pages that show a reference such as H1A2B3C or E1A2B3C write the same reference to the server log: quote it when you contact support.