This article covers specific error messages returned by courier systems when generating shipment labels. Each error is listed with its most common cause and the steps to resolve it. If your error is not listed here, use the Check service outages with Downdetector article to rule out third-party service issues, or contact the Mintsoft support team.
Tip: Before troubleshooting a courier error, confirm the courier and service are fully configured in Mintsoft. Go to Shipping Management then Courier Service Codes and verify your service mapping is correct. Many errors originate from a missing or incorrect mapping rather than the order data itself.
FedEx — phone number errors
phoneNumber cannot be null
Error: phoneNumber cannot be null
This error appears when FedEx cannot find a phone number on the shipment. The most common cause is a blank contact number on the Client record not the order or warehouse phone number. FedEx requires a contact number at the client level, even if phone numbers are present elsewhere on the order.
To resolve this:
Click Clients then search for the affected client.
Click Actions then Edit.
Locate the Contact Number field and ensure it is populated.
Click Save.
Attempt to generate the FedEx label again.
Note: If the error affects multiple clients, check the Contact Number field on each client record individually. The order-level and warehouse-level phone numbers are separate from the client contact number and will not satisfy this FedEx requirement.
DPD
Address validation errors (international shipments)
Error: Address validation failed or Invalid address for destination country
DPD address validation errors on international shipments are often caused by an incorrect ServiceType parameter in the courier service configuration, rather than a problem with the delivery address itself. If address corrections do not resolve the error, check the service code configuration.
To check and correct the ServiceType parameter:
Click Shipping Management then Extras.
Click Courier Service Codes.
Search for the affected DPD service.
Review the Extra Code fields for the ServiceType value.
Verify the correct ServiceType for the destination country with your DPD account manager for example, some countries require ServiceType 1 rather than 6.
Update the value and save.
Retry the shipment.
Note: If the error affects all orders to a specific country but the address appears correct, a ServiceType mismatch is the most likely cause. Contact the Mintsoft support team if you are unsure which ServiceType value to use for a given destination.
DPD NL — invalid export reason value
Error: DPDNL SOAP API Error: soap:Server Fault occured: The 'exportReason' element is invalid — The value '[X]' is invalid according to its datatype 'String' — The Enumeration constraint failed.
This error occurs when an incorrect value has been entered in Extra Code 1 for the DPD NL courier service. DPD NL uses Extra Code 1 for the export reason, which only accepts three values:
01 — Sale
02 — Return
03 — Gift
The error only occurs on non-EU shipments (such as Switzerland) because DPD NL only validates the export reason for destinations outside the EU. Shipments within the EU will not trigger this error even if the value is incorrect.
To resolve this:
Click Shipping Management then Extras.
Click Courier Service Codes.
Search for the affected DPD NL service.
Click Edit and locate the Extra Code 1 field.
Replace any invalid value with the correct export reason: 01 for Sale, 02 for Return, or 03 for Gift.
Click Save and retry generating the label.
Note: Check all DPD NL services, not just the one currently failing. Any service with an invalid Extra Code 1 value will produce this error when shipping to non-EU destinations.
Royal Mail
Phone number provided must be a mobile number
Error: The phone number provided must be a mobile number
This error occurs when Royal Mail cannot parse the phone number on the order. A common cause is a 00 dialling prefix at the start of the phone number (e.g. 0044...). Royal Mail requires the number in standard format without the international double-zero prefix.
To resolve this:
Click Orders then Overview.
Search for the affected order and click Actions then Details.
Locate the Phone Number field on the delivery address.
Remove any leading 00 prefix. If the number uses a country code, use the + format instead (e.g. +447...) where supported, or remove the prefix entirely for UK mobile numbers.
Click Save and retry generating the label.
Note: If this error is occurring across many orders from the same integration, the phone number format may be set incorrectly at the integration level. Review how your eCommerce platform sends phone numbers and adjust the format at source to prevent recurring errors.
Shipping account location is not active
Error: Shipping account location is not active
This error indicates that the Royal Mail account associated with your Mintsoft integration has been deactivated or suspended on the Royal Mail side. This is not a Mintsoft configuration issue and cannot be resolved within Mintsoft.
Contact your Royal Mail Account Manager directly to confirm the account status and request reactivation. Once Royal Mail confirms the account is active, retry generating labels in Mintsoft.
E5000 — service not valid for these contents or destination
Error: Error Code: E5000 Description: The service is not a valid service for these shipment contents to this destination
This error means the Royal Mail service selected cannot be used for the shipment contents or the destination. Common causes include using a domestic service for an international address, a service that has been removed or restricted on your account, or an outstanding financial restriction on the Royal Mail account.
Confirm the selected service is appropriate for the destination. For international shipments, ensure you are using an international Royal Mail service, not a domestic one.
Check whether the service is still enabled on your Royal Mail account. Contact your Royal Mail Account Manager if the service was previously working or has been recently changed.
If there are any outstanding financial issues on the Royal Mail account, these must be resolved before labels can be generated.
Note: For further details on this error, see Royal Mail — The service is not a valid service for these shipment contents to this destination.
E1437 — service code does not exist
Error: Error Code: E1437 Description: The service code provided does not exist
This error means the service code configured in Mintsoft is not recognised by Royal Mail. This commonly occurs when a code is entered incorrectly, or when a specialist service (such as Parcelforce Saturday delivery) has not been activated on your Royal Mail account.
Click Shipping Management then Extras then Courier Service Codes and verify the service code is correct for the Royal Mail service you are using.
Contact Royal Mail to confirm the correct service code for the service you need. Royal Mail supply the codes and they must match exactly — particularly for specialist services.
Update the service code in Mintsoft and retry the shipment.
Evri
Authentication or credential errors
Errors: Authentication failed / Invalid credentials / Unauthorised
Evri authentication errors occur when the credentials stored in the Mintsoft Evri integration no longer match those on the Evri account. This can happen after an Evri-side password reset or account change. Additionally, enabling test mode in the Evri integration can also result in authentication-like failures, as test mode prevents services from functioning correctly.
To resolve this:
Click Connect then Courier Integration and select Evri.
Locate the Evri integration and click Actions then Edit.
Re-enter your Evri username and password (or API key if applicable).
Click Save.
Attempt to generate a label to confirm the connection is restored.
Note: If you have not changed your Evri credentials recently, check the Check service outages with Downdetector article to rule out an Evri service outage before re-entering credentials. Additionally, clear the client filter at the top of the integrations page to ensure the existing Evri connection is visible, as the filter may hide it. If the Evri courier entry is inactive or the wrong account type (e.g., Corporate vs Business) is activated, services will not work. Ensure the correct entry is active under Shipping Management > Couriers.
Windsor Framework — GB to Northern Ireland shipments
UKIMS number mandatory
Error: Error Code:1007 — Importer’s ukims number or exporter’s ukims number is mandatory
This error occurs when creating a shipment to Northern Ireland via a courier that requires Windsor Framework compliance data. The UK Internal Market Scheme (UKIMS) number is mandatory for these shipments and must be added to the client record in Mintsoft before labels can be generated.
For 3PL accounts
Click Clients then Overview.
Find the affected client and click Actions then Edit.
Open the Customs Information tab.
Enter the UKIMS Number and click Save.
Retry generating the shipment label.
For multi-channel accounts
Click Settings then Client Settings.
Open the Customs Information tab.
Enter the UKIMS Number and click Save.
Retry generating the shipment label.
Note: For further information on Windsor Framework requirements and what customs data is needed for Northern Ireland shipments, see Shipping Management — The Windsor Framework agreement and International Shipping — Configuration and Setup.
FedEx — commercial invoice required for international shipments
COMMERCIAL_OR_PRO_FORMA_INVOICE is required
Error 8915: COMMERCIAL_OR_PRO_FORMA_INVOICE is required to process your electronic trade document request
Warning 2076: A FedEx-generated COMMERCIAL_INVOICE is prohibited for the shipment. The document was not generated.
This error means FedEx requires a Commercial or Pro Forma Invoice for electronic trade documents (EDT) but will not generate one itself for this shipment. Mintsoft must generate and provide the invoice directly.
To resolve this:
Click Connect then Courier Integrations then FedEx.
Click Edit against your FedEx account.
Ensure Generate Commercial Invoices for International Shipments is turned on.
Click Update, then retry the shipment.
If the error persists, you will also need to upload a signature file and letterhead. Click Upload Signatures and upload both files. See the FedEx Commercial Invoice Compliance — EDT section of the FedEx Integration article for size requirements.
Note: If the error persists after completing both steps, the destination country or territory may not be supported for FedEx shipments in Mintsoft. Contact the Mintsoft support team with the full error message, the order number, and the destination country, and they will confirm whether a product-level change is required.
APC
105 CREATION FAILED / 104 ERROR
Error: "Code": "ERROR", "Description": "105 CREATION FAILED"
Order level: "Code": "229 AA", "Description": "104 ERROR"
These error codes are returned by APC when a consignment cannot be created. The two most common causes are a missing account number and an incorrectly mapped courier service code. Check the AccountNumber field in the error response first.
Step 1 — check the account number
Review the full error JSON. If AccountNumber shows as null, the account number is missing from the integration.
Contact APC to obtain your account number if you do not have it.
Click Connect then Courier Integrations then APC.
Click Edit, enter your Account Number, and save.
Retry the shipment. If the account number is now populated but the error persists, continue to Step 2.
Step 2 — check the service code mapping
If the account number is correctly populated but the error persists, the service code may not be mapped correctly in Mintsoft or may not be valid for the destination.
Click Shipping Management then Couriers then Manage Courier Services and confirm the service exists. If it does not, click Add to create it with the correct service code.
Click Shipping Management then Extras then Courier Service Code Mappings and confirm the service code is mapped to the correct service. If a mapping is missing, click Add Courier Service Code Mapping.
Contact APC to confirm the correct service code for your destination, particularly for shipments to Northern Ireland or international addresses.
Error not listed here?
If your courier error is not covered in this article, try the following:
Check the Check service outages with Downdetector article to rule out a courier-side outage.
Check the Unable To Despatch - No courier service mapping could be found! article if the error relates to service mapping.
Contact the Mintsoft support team with the full error message, the affected order number(s), and the courier name.