Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- “Royal Mail rejected the API key (HTTP 401)”: the key is wrong, was revoked or has spaces around it. Create a new key in Click & Drop under Settings > Integrations and paste it again.
- A connection error: your server must be able to reach
api.parcel.royalmail.comover HTTPS (outgoing port 443) and have a current CA bundle. - The Log tab shows the answer (masked).
“Send to Click & Drop” fails
Section titled ““Send to Click & Drop” fails”The message names the field Click & Drop refused, for example recipient.address.city or packages[0].weightInGrams. Fix the order (address, weight 1 to 30000 g) and try again. The reference sent is the CS-Cart order number (at most 40 characters).
“Labels through the API need an OBA account” (HTTP 403)
Section titled ““Labels through the API need an OBA account” (HTTP 403)”Royal Mail returns labels through the API for OBA accounts only. With a pay-as-you-go account set the account type to Pay as you go and print the label in Click & Drop.
No tracking number yet
Section titled “No tracking number yet”With pay as you go the number exists only after you print the label in Click & Drop. Cron reads it back every 30 minutes; Refresh tracking does it at once.
The method is missing at checkout
Section titled “The method is missing at checkout”- The rate table has no band for the parcel weight, zone and service (the method is then hidden unless a fallback rate is set). Weights are converted from the store weight unit to grams.
- The shipping method uses the carrier Royal Mail Click & Drop, is active and (Multi-Vendor) assigned to the vendor.
- The license status bar on the add-on pages is not red.
HTTP 429
Section titled “HTTP 429”Royal Mail allows 5 calls per second. The job is retried automatically.
A job is “Waiting to retry” or “Gave up”
Section titled “A job is “Waiting to retry” or “Gave up””The last error is shown in the list. Fix the cause (key, data, outage) and press Retry. Jobs are retried after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.
The cron address answers “Forbidden”
Section titled “The cron address answers “Forbidden””The key in the address is wrong. Copy the address again from the settings page.
Still stuck
Section titled “Still stuck”Contact us through https://cs-cart.kaviolabs.com with the add-on version, the CS-Cart version and the relevant log lines (the key is masked automatically).