Troubleshooting
| Message or symptom | Cause and fix |
|---|---|
| “MyGLS refused the user name or password (HTTP 401)” | Wrong user name, password or MyGLS country, or test credentials in Live mode. The user name is the MyGLS e-mail address. |
| “14: User not exists” / “27: User is not authorized to access to Client” | The user does not exist on this MyGLS system, or the client number does not belong to it. Check the country and the client number. |
| “13: Parcel validation issue” | GLS rejected an address or service field. Check the street, postal code and city of the order; remove services your contract does not include. |
| “23: The house number cannot be 0” | The street line contains “0” as house number. Correct the address. |
| “28: The Count must be 1 because of the INS service” | Insurance allows one parcel per label; the add-on sends 1 automatically when INS is on. |
| “30: FSS service is not available without FDS” | Tick FDS together with FSS on the shipping method. |
| “31: Same request sent 5 times within last 5 minutes” | GLS blocks repeated identical requests. Wait five minutes; the add-on does not retry this. |
| “1000: Invalid COD currency ISO code” | Set “Cash on delivery and insurance currency” to the currency of your GLS country. |
| “Add the currency HUF to the store” | COD and insurance values are sent in the currency of your GLS country; add it under Administration > Currencies (it can stay hidden). |
| “Result unknown: use Check at GLS” | GLS did not answer. Use Check at GLS; see Usage. |
| “Prepared at GLS, label not printed yet” | The parcel exists, printing failed. Click Print label. |
| No GLS points at the checkout | The country is not in “GLS point countries”, or the list was never downloaded: open the Connection page and click Download the GLS point lists now; check that the cron runs. |
| “A download with far fewer points” in the log | GLS answered with a much shorter list than stored; the old list is kept. It is tried again the next day. |
| Tracking stays “created” | GLS has not scanned the parcel yet. Tracking is checked every two hours by the cron. |
Turn on Debug log in the settings to see every call with the answer (passwords are never stored), then look under Orders > GLS shipments > Log.