Troubleshooting Tips

"I can't log in!"

If you're having trouble logging in, follow these steps:

1. Make sure you are entering your email address as your username
2. Try using the Forgot Password link to reset your password
3. Check your spam/junk folder for the password reset email
4. If the issue persists, contact your administrator or customer support

"My temporary password isn't working"

If you received a temporary password from your team:

• Enter the temporary password directly in the password field on the login page
• Do not use the "Forgot Password" link — enter it directly
• Your username is your email address

"I see a blank screen by New Shipments"

This usually means you haven't set a default address yet.

1. Go to your Settings (click your initials icon)
2. Set a default From address
3. Return to the Ship Page — the New Shipment section should now display correctly

"I'm not getting rates"

If no shipping rates appear after clicking Get Rates:

• Verify both the From and To addresses are complete and valid
• Remove any special characters from address fields
• Make sure your packaging is set to Customer Packaging (not a carrier-specific box type unless applicable)
• Ensure you have entered a valid weight

"The system doesn't recognize my zip code or address"

• Double-check the address for accuracy
• Remove any special characters (e.g., #, &, @) from address lines
• Confirm the city and zip code match correctly
• Make sure packaging is set to Customer Packaging

"I don't see the address I just created"

If a newly created address isn't appearing in your Address Book:

1. Refresh the page
2. Log out and log back in
3. Clear your browser cache (press F5 or Ctrl+Shift+R)

"A shipment with this address isn't working"

If you can't create a shipment with a particular address:

• Verify the city and zip code are correct and match
• Use UPS or DHL address validation tools to confirm the address is valid
• Remove any special characters from the address

"The system won't let me create a pickup"

• Confirm your pickup window meets the carrier's minimum requirements (try a 4-hour window)
• Ground pickups can typically only be scheduled for the next business day
• Make sure your pickup is scheduled on a business day (not weekends or holidays)

"I don't see a confirmation number for my pickup"

1. Refresh the page
2. Log out and log back in
3. Clear your browser cache

"I can't see the label I just printed"

• Make sure your browser allows pop-ups for the Priority Shippers site
• Refresh the page and try again
• Log out and log back in

"I'm having trouble printing my label"

If you're using a 4x6 thermal printer, make sure your printer is configured for 4x6 label stock. Select the correct label type (4x6 Label) from the label type dropdown before confirming your shipment.

For standard printers, use the Half Sheet Label format.

"Rates Unavailable"

This error usually means the carrier cannot service the route between your From and To addresses. Verify both addresses are correct. In some cases, you may still be able to select the service at a discounted rate.

"Electronic Trade Documents not available for domestic shipments"

This error relates to international shipping. An EEI (Electronic Export Information) number is required for shipments over $2,500 in value. For shipments under $2,500, you may qualify for an AES exemption.

"ESB BOOK exception" Error

This error is typically caused by special characters in the address fields. Remove any unusual characters (e.g., #, &, @, accented letters) from the From and To addresses and try again.