With Shiprocket connected and Courier Integration on, Mercayo makes your labels, books pickups and follows each parcel for you. Three things can break that: Shiprocket stops accepting Mercayo's saved sign-in, a label run refuses some orders, or tracking updates stop arriving. Each shows its own message; find yours below.
Symptoms
On Settings › Couriers:
- The Shiprocket card shows Reconnect needed in red: "Shiprocket stopped accepting the saved sign-in, so labels and tracking are paused. Reconnect with the API user's email and password." with "Shiprocket said: …".
- Connecting fails: "Shiprocket did not accept that email and password. Use the API user's email and password (Shiprocket → Settings → API), not your own sign-in."
In the Generate Labels window, orders under need attention with a reason, such as:
- "The courier integration is off. Switch it on in Settings → Shipping."
- "Weight missing: add weights to the products, or a package weight in Settings → Shipping"
- "PIN 845401 is not served by any courier"
- "Add a pickup address in Shiprocket (Settings → Pickup addresses) first; parcels are collected from it"
- "Courier assigned (AWB …), but Shiprocket made no label for it; run GENERATE LABELS again"
- "Label made; the pickup was not booked: …"
Elsewhere:
- A parcel's Tracking card says "No tracking updates yet." days after pickup.
- An order shipped from Shiprocket's own dashboard never moves to Shipped in Mercayo.
Causes and Fixes
Shiprocket Stopped Accepting the Saved Sign-In
Mercayo signs in to Shiprocket with the API user you connected. When that user's password is changed, the user is removed, or Shiprocket refuses it for another reason, Mercayo marks the account Reconnect needed and pauses labels and tracking. A label run that meets a refused sign-in stops before touching the remaining parcels, so no parcel is half-booked; those orders show "Shiprocket stopped accepting the saved sign-in; reconnect it in Settings → Shipping".
How to fix:
- In Shiprocket, open Settings → API → Configure and check the API user still exists. Reset its password if you are not sure of it.
- In Mercayo, open Settings › Couriers and press RECONNECT.
- Type the API User's Email and its current API User's Password, and press CONNECT SHIPROCKET. Mercayo checks them with Shiprocket at once.
- "Shiprocket reconnected. Your webhook in Shiprocket keeps working: its address and token are unchanged." Nothing needs changing in Shiprocket.
- Run GENERATE LABELS again for the orders that were refused.
Shipway Stopped Accepting the Saved Sign-In
The Shipway card shows Reconnect needed: "Shipway stopped accepting the saved sign-in, so labels and tracking are paused. Reconnect with your email and licence key." This usually means the licence key was changed in Shipway.
How to fix:
- In Shipway, open Profile → Manage profile and copy the current licence key.
- In Mercayo, open Settings › Couriers, press RECONNECT on the Shipway card, type your Shipway Email and the Licence Key, and press CONNECT SHIPWAY.
- "Shipway reconnected. Your webhook in Shipway keeps working: its address and token are unchanged."
Shipway's tracking webhook sends Mercayo's token in a header named x-api-key (Shipway → Settings → Webhooks). If Shipway parcels stop moving, check that the header and the Webhook URL match the Shipway card.
You Used Your Own Shiprocket Sign-In
"Shiprocket did not accept that email and password. Use the API user's email and password (Shiprocket → Settings → API), not your own sign-in." Mercayo needs a separate API user, made in Shiprocket under Settings → API → Configure. Create one, then connect with its email and password.
If connecting says "Shiprocket could not be reached just now. Nothing was saved; try again in a minute.", Shiprocket did not answer; try again shortly.
Courier Integration Is Off
"The courier integration is off. Switch it on in Settings → Shipping." Connecting Shiprocket is not enough: open Settings › Labels and Pickups (from Labels, Couriers and Pickups on the Couriers page), switch on Courier Integration, choose your rule and press SAVE. See Labels and Pickups.
Some Orders Cannot Be Shipped Yet
The label run checks each order first and leaves out those that cannot go, with a reason:
| Reason | What to Do |
|---|---|
| Not paid yet | An online order still waiting for its payment. Wait, or see Payments Not Working |
| Cancelled | Nothing to ship |
| Already fulfilled, Already delivered (or another status) | The order is past the label step (fulfilled means shipped) |
| Already being shipped with Shiprocket | A label run for it is already under way or done |
| Already has a label (AWB …) | Download its label from the parcel's page instead |
| Weight missing: add weights to the products, or a package weight in Settings → Shipping | Add weights to the products, or set Package Weight (g) in Labels and Pickups |
| The delivery address is incomplete | The address needs a first line and a city; check it with the shopper |
At most 100 orders go in one run ("Choose between 1 and 100 orders.").
No Courier Serves the PIN Code
"PIN 845401 is not served by any courier" means Shiprocket returned no courier for that PIN code, parcel weight and payment type (COD parcels are served by fewer couriers). Check the PIN code with the shopper. You can ship that order another way and mark it Ship by hand on the Order Page, and consider turning cash on delivery off for that PIN code in Shipping and Delivery.
With Choosing the Courier set to preferred, a PIN code none of your Preferred Couriers serves still gets the cheapest courier that does, so this message means no courier at all serves it.
Shiprocket Has No Pickup Address
"Add a pickup address in Shiprocket (Settings → Pickup addresses) first; parcels are collected from it". Mercayo uses your primary pickup address in Shiprocket (or the first one). Add one there, then run the labels again.
The Label or Pickup Did Not Finish
- "Courier assigned (AWB …), but Shiprocket made no label for it; run GENERATE LABELS again" or "Courier assigned (AWB …), but the label could not be made: …": the AWB is kept. Select the order and press GENERATE LABELS again; Mercayo reuses the AWB and only fetches the label.
- "Label made; the pickup was not booked: …" (with Book the Pickup with the Labels on): the label is fine; book the pickup in Shiprocket, or run again later.
- "Shiprocket is busy right now (too many requests); try again in a minute" or "Shiprocket is not answering; try again in a minute": wait and run again.
Part-Paid COD Orders
"Part-paid COD orders can't go through Shiprocket yet; ship this one from its dashboard". An order where the shopper paid part online and the rest is cash on delivery is not sent to Shiprocket, so the courier never collects the full total by mistake. Book it in Shiprocket's dashboard with the cash amount shown on the order, then mark it Ship in Mercayo.
Tracking Updates Do Not Arrive
Tracking comes from Shiprocket's webhook: each update is sent to your store's Webhook URL with the Security Token you pasted into Shiprocket. If the webhook was never added, is switched off, or has the wrong token, Shiprocket's updates are refused. Mercayo then asks Shiprocket by itself about parcels on the way that have had no news for 12 hours, so tracking still moves, but more slowly.
How to check: in Shiprocket, open Settings → API → Webhooks. The address must be the Webhook URL shown on the Couriers card, the token must be the one from the Finish in Shiprocket card, and the webhook must be on.
How to fix: the token is shown only once. "If you lose it, disconnect and connect again to get a new one." Disconnecting is refused while any parcel is still on the way, so if parcels are moving, wait until they are delivered (the 12-hour checks keep them updated meanwhile), then DISCONNECT, connect again and add the new token in Shiprocket.
The Parcel Was Booked Outside Mercayo
Only parcels made with GENERATE LABELS are tracked. A parcel booked directly in Shiprocket's dashboard is unknown to Mercayo; its updates are ignored and its order does not move. Mark such orders Ship and Mark delivered by hand on the order page.
Still Stuck?
Open Help from your account menu and write to Mercayo's team. Include your store's handle, the order numbers and AWBs, the exact reason shown in Generate Labels or on the Couriers card, and the time of the run. Never send your Shiprocket password or the webhook's security token. See Contact Mercayo Support.
Questions
Will reconnecting break my webhook?
No. "Reconnecting keeps your webhook address and token, so nothing changes in Shiprocket."
Why did half my orders get labels and half not?
Each order is handled on its own. The window lists ready to ship and need attention separately, each with its reason. Fix the reasons and run GENERATE LABELS again for the rest.
How often does tracking update?
As soon as Shiprocket sends an update to the webhook. Without the webhook, Mercayo asks Shiprocket about quiet parcels after 12 hours without news.
Can I connect Shipway instead?
Yes, instead or as well. On the Shipway card in Settings › Couriers, type your Shipway email and licence key and press CONNECT SHIPWAY, then add Mercayo's webhook in Shipway. Labels, manifests, cancellations and tracking then work as with Shiprocket. See Courier Accounts.
Do failed deliveries come back to Mercayo?
Yes, through the same tracking. They wait for you under Orders › Shipments › NDR. See Failed Deliveries (NDR).