Troubleshooting

Part of the PostNord Shipping documentation. Previous: FAQ. Next: Developer notes.

Message	Cause and fix
Paused: PostNord refused the API key	403 from PostNord: wrong key, key of the other environment, or a suspended application. Check the key on the Connection page and press Test connection.
PostNord does not know customer number …	The number is not valid for the agreement country or environment. Check it, or ask your PostNord integration team.
API-005 … (booking refused)	PostNord validates the instruction: address, service code, service point or a missing pre-condition of your agreement. The text names the field; fix the order or the method’s service codes and book again.
Result unknown	PostNord did not answer. Wait for the lookup (every 10 minutes) or press Look up at PostNord. Use Book again only after checking the PostNord portal.
Closed: the reference is used by another PostNord shipment	Another store or installation uses the same order numbers on your customer number. Set an Order reference prefix and book again.
No PostNord method at the checkout	Not connected or paused, destination country not in the method, weight above the limit, or no price for the weight.
No service points	No postal code yet, or PostNord returned none. Check the Log.

Check Orders > PostNord shipments > Log (enable the debug log for request details; the API key is never stored).