OnTrac shipments in ShipHero can run into connection errors or carrier-side limitations. Match your error message or issue to the tables below to find a fix.
Haven't connected OnTrac yet? See Connecting OnTrac to ShipHero.
Table of Contents
Known OnTrac Limitations
| Limitation | Detail |
|---|---|
| Contract services aren't guaranteed | Express (XPRS) and Ground Essentials (GRES) are contract services. OnTrac only returns rates for services your account is approved for, even though both appear as options in ShipHero. Contact your OnTrac representative to request access. |
| International shipments not supported | OnTrac in ShipHero supports domestic (U.S.) shipments only. Quotes and labels for international destinations are rejected. |
| Labels billed at scan, not print | OnTrac charges for a label once it scans the package into its network, not when you print the label. Void any label you don't plan to use. |
| Manifests not supported | OnTrac doesn't support carrier manifests in ShipHero. |
| Pickup scheduling not supported | You can't schedule an OnTrac pickup from ShipHero. Contact OnTrac directly to schedule a pickup. |
| Standalone return labels not supported | OnTrac doesn't support creating a return label as its own shipment. Undeliverable package handling only controls what OnTrac does with a package it can't deliver. |
| Tracking not yet available | OnTrac tracking isn't available inside ShipHero yet. Track a shipment directly on OnTrac's website using the tracking number from your label. |
OnTrac Error Messages
| Error | Cause | Resolution |
|---|---|---|
| OnTrac carrier credentials are missing required credential: WSID or WSKey | Your OnTrac connection is missing a Web Services ID or key. | Reconnect your OnTrac account with a valid WSID and WSKey from your OnTrac representative. |
| OnTrac carrier configuration is missing required setting: customer branch | Your OnTrac connection is missing a customer branch number. | Edit your OnTrac connection and add your customer branch number. |
| OnTrac carrier configuration has an invalid pickup or tender time | The saved pickup cutoff or tender time isn't in a valid format. | Edit your OnTrac connection and re-enter the pickup cutoff time and tender time. |
| OnTrac quote or label requires at least one package | The order has no packages attached. | Add at least one package to the order before requesting a quote or creating a label. |
| OnTrac quote or label only supports domestic shipments | The order ships to an international address. | Choose a different carrier for international orders. |
| OnTrac label does not support return shipments | You're trying to create an OnTrac label for a standalone return shipment. | OnTrac doesn't support standalone return labels. Use another carrier for return shipments. |
| OnTrac label supports Ground, Express, or Ground Essentials only | The selected shipping method isn't one OnTrac supports. | Choose Ground, Express, or Ground Essentials as the shipping method. |
| OnTrac label requires a configured tender-at address | Your OnTrac connection is missing a complete pickup address. | Edit your OnTrac connection and add a complete tender-at address. |
| OnTrac quote response did not include pricing for the selected service | OnTrac didn't return a rate for the service you selected, often because your account isn't approved for it. | Confirm with your OnTrac representative that your account is approved for the service, or select a different one. |
| OnTrac label response could not be processed | OnTrac returned a label that ShipHero couldn't read or split correctly. | Try creating the label again. Contact ShipHero support if it happens repeatedly. |
| A label appears in the failed-to-void result | OnTrac rejected the cancellation, often because the package was already picked up or loaded for delivery. | Contact OnTrac directly for help voiding a package already in their network. |
| General OnTrac connection or carrier error | A credential issue, invalid address, or unsupported request was rejected by OnTrac. | Check your connection details and shipment information. Contact ShipHero support if the issue continues. |