UPS shipments in ShipHero can run into carrier-side activation issues, authentication errors, or configuration limitations after you've connected your account. Match your error message or issue to the tables and sections below to find the fix.
Haven't connected UPS yet? See Connecting UPS to ShipHero.
Table of Contents
Known UPS Limitations
| Limitation | Detail |
|---|---|
| Worldwide Economy DDU to the EU (Not Supported) | As of June 28, 2026, UPS suspended Worldwide Economy Delivered Duty Unpaid (DDU) service to European Union countries. Shipments sent this way to an EU destination are returned to the shipper. Switch to Worldwide Economy DDP or an Expedited service. See How to Set Your Incoterms in ShipHero. |
| OAuth Reauthorization Required | UPS periodically requires reauthorization to stay compliant with the latest UPS API security standards. If you're editing an existing connection, click Refresh OAuth Connection to redirect to UPS.com and reauthorize. |
| Third-Party Billing Setup | Billing UPS charges to a third-party account requires a separate Warehouse Profile connected to that account, plus UPS authorization to bill against the third-party number. See How to Set Up 3rd Party Billing for UPS in ShipHero. |
| UPS Mail Innovations Rate Upload | Mail Innovations rates are uploaded manually rather than retrieved via API. Get your Mail Innovations Cost Center ID and Rate Files (CSV) from your UPS Representative and submit them to ShipHero Support for configuration. See How to Set Up UPS Mail Innovations. |
| Mail Innovations Label Voiding (Not Supported) | Mail Innovations labels can't be voided through the UPS API. ShipHero marks them voided locally, but UPS does not. See How to Void UPS Labels. |
| Label Voiding for Wholesale Accounts | Core accounts can void every package from a multi-package UPS shipment at once; ShipHero automatically finds and voids the related labels together, as UPS requires. Wholesale accounts must void each UPS package individually, since the system can't always identify every package from the same shipment. See How to Void UPS Labels. |
| $0.00 Label Cost | Most often expected behavior: when a third party is billed for shipping, your label shows $0.00 because the real cost is charged to the third-party account instead. For UPS Mail Innovations, a missing rate now blocks label creation with an error rather than creating a $0.00 label. If you see $0.00 without third-party billing or Mail Innovations involved, contact ShipHero Support. |
| International Multi-Package Shipments | All packages in an international multi-package shipment must ship to the same destination address, and customs information is required for each package. Some services, including Mail Innovations, aren't available for multi-package international shipments. See Understanding Multi-Package Shipments in ShipHero. |
UPS Error Messages
The UPS error table below lists errors you can see when you generate a UPS label in ShipHero, with the cause and fix for each. Four of the errors link to their own sections after the table, with the full steps.
| Error | Cause | Resolution |
|---|---|---|
| Invalid Account Number or Authentication Failure | The UPS Account Number is mistyped or not actively linked to the UPS.com profile used for the connection, or your UPS.com password recently changed. | Verify your UPS Account Number is correct and linked to your UPS.com profile, and confirm your UPS.com password hasn't changed. |
| "ShipFrom PhoneNumber must be at least 10 alphanumeric characters (120313)" | The warehouse phone number contains hyphens (-). | Remove the hyphens from the phone number. See UPS Error 120313. |
| "The Mailer ID is required on SurePost shipments" | SurePost isn't fully activated on your UPS account. This is a carrier-side issue. | Ask UPS to activate SurePost and link your Mailer ID. See UPS Error: Mailer ID Required. |
| "Missing or Invalid Shipping Number" | Your UPS Shipper Number isn't linked to the UPS.com login ShipHero uses. | Add the Shipper Number under Payment Options in UPS.com, then reconnect UPS in ShipHero. See UPS Error: Missing or Invalid Shipping Number. |
| "The Shippers shipper number cannot be used for the shipment" | Address mismatch, an unlinked account number, or a suspended UPS account. | Check each cause in UPS Error: Shipper Number Cannot Be Used. |
| "Invalid number of products" (128039) | Your customs declaration includes more than 50 line items. UPS limits the customs product list to 50 entries per shipment. | Split the order into multiple shipments so each one has 50 or fewer unique product line items. |
| "Carbon neutral not supported" (112045) | Carbon neutral service isn't available for this shipment type or destination. | ShipHero automatically retries the shipment without carbon neutral. If the error persists, disable the Carbon Neutral option in your UPS carrier settings. |
| "The requested service is invalid for the shipment origin" (121100) | The selected UPS service isn't available from your shipment's origin location, or your account isn't authorized for that service from this origin. | Check service availability from your origin in the UPS Service Guide, verify your account's enabled services with UPS, or try an alternate service available from your origin. |
| "The Shipment has already been voided" (190117) | The label was already voided in a previous request. | No action needed. The label's status should already show as voided in ShipHero. |
| "No shipment found within the allowed void period" (190102) | The label is older than UPS's void window, or it no longer exists in the UPS system. | No action needed. The label is effectively voided already. |
| "Invalid UserId/Password" (250002, legacy authentication) | Your UPS username and password (legacy authentication) are incorrect or expired. | Update your UPS credentials in carrier settings, or reconnect your account using OAuth authentication. |
| "Invalid/Missing Authorization Code" (10400) | The OAuth authorization flow was interrupted or failed during the UPS redirect. | Retry the connection from the Shipping > Carriers page. |
UPS Error 120313: "ShipFrom PhoneNumber must be at least 10 alphanumeric characters"
UPS shows "ShipFrom PhoneNumber must be at least 10 alphanumeric characters (120313)" under Error details when the warehouse phone number in ShipHero has hyphens (-). Remove the hyphens from the phone number to fix it.
- Go to My Account > Warehouse and open the warehouse settings for the warehouse you ship from.
- Remove every hyphen (-) from the phone number.
Note for 3PLs: Also check the child account's profile in the same location and confirm its phone number has no hyphens (-).
UPS Error: "The Mailer ID is required on SurePost shipments"
UPS returns "The Mailer ID is required on SurePost shipments" when you generate a UPS SurePost label (UPS Ground Saver) and SurePost isn't fully activated on your UPS account. This is a carrier-side setup issue. ShipHero can't bypass it until UPS authorizes your account to send Mailer ID data.
- Note the UPS account number that received the error.
- Contact your UPS Account Representative or UPS technical support.
- Ask UPS to activate SurePost on your account and link your Mailer ID to your API credentials.
- After UPS confirms the activation, generate the label again in ShipHero.
UPS Error: "Missing or Invalid Shipping Number"
UPS returns "Missing or Invalid Shipping Number" when the UPS Shipper Number in ShipHero isn't linked to the UPS.com login that ShipHero uses to connect. UPS requires the account to be authorized under your UPS.com profile before it allows labels. Even when the Shipper Number is correct, UPS rejects the request if the account isn't listed under Payment Options in your UPS.com profile.
- Log in to UPS.com with the username and password you entered in ShipHero.
- Hover over your name in the top-right corner and select Payment Options.
- If your Shipper Number isn't listed, select Add a Payment Method and follow the prompts to add the account.
- Go to Shipping > Carriers in ShipHero, select your UPS integration, and enter your credentials again to sync the connection.
- If the error continues, log in to UPS.com, go to Accounts and Payment, and select Add Existing Account. Enter your account number and choose the Invoice or PIN verification option. Not every account has both options. The Invoice option requires information from your most recent UPS invoice.
UPS Error: "The Shippers shipper number cannot be used for the shipment"
UPS returns "The Shippers shipper number cannot be used for the shipment" when authentication between ShipHero and UPS fails. ShipHero can't generate labels until the account is corrected with UPS. Have your UPS.com login credentials and your most recent UPS billing statement ready to verify your account details.
| Cause | Resolution |
|---|---|
| Address mismatch | Confirm that the From Address in ShipHero exactly matches the address registered to your UPS account. Differences in zip codes or suite numbers can trigger this error. |
| Unlinked account number | Confirm that your Shipper Number is linked to your UPS.com profile. Third-party shipping software often needs this link to access your rates. |
| Account suspension | Log in to the UPS Billing Center to check for alerts, or contact your UPS Representative to confirm the account is in good standing and not suspended for billing issues. |