Troubleshooting

Part of the Colissimo Labels, Pickup Points & Tracking documentation. Previous: FAQ. Next: Developer notes.

Open Orders > Colissimo shipments > Log first (turn on Debug log for the HTTP calls; secrets are masked).

Symptom	Cause and fix
Test connection: [30000] identifier or password incorrect	Wrong contract number, password or key. Fix it once; after repeated failures Colissimo answers [30013] and blocks the login temporarily. The add-on never retries these codes.
[30013] too many attempts	Wait, then correct the credentials. Do not press Test connection repeatedly. The add-on pauses its automatic calls for one hour.
“automatic calls are paused” on Create label	Colissimo refused the credentials earlier. Correct them on the Connection page and press Test connection; a successful test lifts the pause.
[50007] a field cannot be null	A required block is missing in the request (sender or addressee). Check the sender address on the Connection page.
[30208] / [30206] postal code	The postal code does not match the country or is missing. Correct the order address.
HTTP 403	Account inactive or the key is wrong or revoked.
Check only message instead of a label	The account is in Check only mode. Switch to Live on the Connection page.
Pickup point parcel refused: mobile number	A parcel to a pickup point in France needs a 06 or 07 mobile number and an e-mail address. Ask the customer or correct the order.
Customs label refused: no HS code	Add an “HS code” product feature (6, 8 or 10 digits) or a default HS code in the settings.
Customs label refused: euro	The store has no euro in Administration > Settings > Currencies. Add it with its rate.
Weight error	Colissimo takes 0.01 to 30 kg. Split the order or correct the weights.
Widget does not open, list shown instead	The store has no application key, the key is not allowed to use the widget (ask Colissimo to enable it) or ws.colissimo.fr, ajax.googleapis.com or api.mapbox.com is blocked in the browser. The list works with the contract number and password.
Pickup point refused at the checkout	Closed, in another country than the delivery address or too small for the parcel. Choose another point.
Result unknown	See Usage. Never create a second label before you searched the Colissimo Box for the customer reference.
Tracking stays Created	The parcel has not been handed over or scanned yet (step 0 or code 105). It changes after the first scan.
No tracking updates	Check that cron runs (Jobs page, “Run the queue now”) and that the parcel is younger than 60 days and not delivered.
Labels not created automatically	The status setting is empty, the order is not a Colissimo order, the license is not valid or cron does not run.
Jobs “Gave up”	Open the Jobs page, read the last error, fix it and press Retry.

Collect for support: the log lines of the order, the customer reference O<order>-<row> and the add-on version. Never send passwords or the application key.