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
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.
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.
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.
To resolve this:
Click Connect then Integrations.
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.
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.