Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- Check the mode: test credentials only work in test mode and live credentials only in live mode.
- Check for spaces before or after the public and secret key. Sendcloud answers 401 for wrong keys.
- The Log tab shows the Sendcloud answer (masked):
requiredandinvaliderrors name the field (for example/to_address/name),not_foundmeans an unknown option code or shipment. - A shipping options answer without prices means your Sendcloud account has no carrier contract or Sendcloud prices for that route; connect a carrier in Sendcloud first.
- No rate at checkout: the cart route has no option of the chosen kind (home or service point), the carrier list of the method excludes everything, or the weight is outside what the carriers accept.
- Your server must be able to reach the provider over HTTPS (outgoing port 443) and have a current CA bundle.
Nothing happens after an order changes status
Section titled “Nothing happens after an order changes status”- Check Settings > General > Enable and the order status settings.
- Check the license status bar on the add-on pages.
- Open Jobs: queued jobs wait for cron. If the counts never change, the cron job is not running; run the command from the settings page by hand once.
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 (credentials, data, provider outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.
Webhooks are rejected
Section titled “Webhooks are rejected”- Sendcloud signs the body with the secret key of the integration (or its webhook signature key): the keys of the same mode must be saved on the Connection page.
- The web address must be the one on the Connection page, reachable from the internet and not behind a login or an IP filter.
- Rejected events are listed in the log with the action “webhook”.
Label errors
Section titled “Label errors”- “Sendcloud could not announce the parcel”: the carrier rejected the address (for example an invalid postal code); correct the order’s shipping address and create the label again.
- Labels outside the EU need customs data: set a default HS code in the settings; descriptions, quantities, weights and prices are sent from the order.
- The label is created with the same carrier product that was quoted at checkout; to use another one, enter a shipping option code on the order page.
- A repeated click never creates a second label: every request carries a unique reference, so Sendcloud returns the existing shipment.
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 (secrets are masked automatically).