Problems and common questions
Fixes for the most common problems. Each question has a short answer and a link to the details.
An order does not show up in Fast Post
- Check the choice When should an order show up in Fast Post? in Settings → Couriers and Shopify. If Only after I mark it as paid in Shopify is picked, the order comes in only after you mark it as paid in Shopify.
- Only orders placed after you installed the app come in. Make an older order by hand: A new shipment by hand.
- Look in the Scheduled and All tabs. Check the filters: Today only and the shop choice.
- If you added a new shop by email, confirm it. Until it is confirmed, its orders do not come in.
Courier login error
- Wrong username or password.
- Type the details your courier gave you again. Check capital and small letters.
- The courier isn't responding. Check your connection or contact us.
- Check your internet. Try again in a few minutes. If it still fails, write to us.
- Courier login details are missing
- Enter the username and password in Settings → Couriers and Shopify, then click Save.
The label does not open
The browser blocked the new tab. In the message, click Download PDF. To make it open by itself in future, allow pop-ups for this site. See The browser did not open the label.
The parcel status does not change
On the Dashboard, click Status sync. If the status still does not change, the courier has not scanned the parcel yet. See When the status changes.
Wrong city or postal code
- Before announcing: click ⋯, then Edit, and fix the address. If the order already has an AWB number, leave Send changes to the courier on. Then print the label again.
- After announcing: you cannot change the parcel in the app. Contact the courier.
- The app writes names and addresses in Cyrillic in Latin letters by itself, because the courier needs them that way.
I cannot cancel an AWB
The app cannot cancel an AWB number with the courier. Delete the order in the app. Then cancel the AWB with the courier, on their portal or by phone.
An order will not reserve
- Look at the Before sending box. The order may be waiting for your decision. See Order checks and decisions.
- If it says No phone or No address, click Fix and add what is missing.
- If it is scheduled for later, click Ship today in the ⋯ menu.
- If it says Courier did not accept, hold the mouse over the flag and read what the courier says.
I cannot reserve, it says the limit is used up
You used up your plan's parcels for this month, plus 10%. A new reservation needs a bigger plan. Orders from Shopify still come in, and manual parcels and Excel still work. See Plans and billing.
I forgot my password
On the sign-in page, click Forgot password? and enter your email. You get a link for a new password. The link works for one hour. You can also open the app from Shopify, without a password.
The order is not marked as fulfilled in Shopify
Open All Shipments and click the row of that parcel. The details show the reason and what to do. Then click Try again. See Is the order marked in Shopify.
How to open help quickly
Every page has a Help button next to the title. It opens the article for that page. You can also press the ? key on your keyboard. The search (Cmd+K or Ctrl+K) finds help articles too.
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