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Troubleshooting & FAQ

Solutions for common issues with the DPD Austria connector. The WEB.Service reports problems via error codes (e.g. ER02, PR01-X) — the connector shows them together with a solution hint; this page is the full reference.

Connection Problems

"Test Connection" Fails

Error code ER01 / ER02 / ER03 — username, password, or mandant wrong

Cause: The credentials do not match.

Solution:

  1. Check the username (9 digits)
  2. Check the mandant (usually 1)
  3. Re-enter the MD5 password — it must be exactly the 32-character hexadecimal value from your DPD AT credentials, not your plaintext password
  4. If in doubt, verify the credentials with the IT-Kundenberatung (it-kundenberatung@gwp.dpd.at)
Error code ERXX-02 / ERXX-03 — user inactive or blocked

Cause: Your WEB.Service user was deactivated or blocked by DPD AT.

Solution: Contact the DPD AT IT-Kundenberatung — the connector cannot fix this.

Message \"Failed to send request to the DPD AT WEB.Service\"

Cause: Network problem or the WEB.Service is unreachable.

Solution:

  1. In Extension Management, check that "Allow HttpClient Requests" is enabled for the connector — the most common cause after fresh installs
  2. Check the API Base URL in the setup (WEB.Service endpoint on ws.paketomat.at)
  3. Run Test Connection — the status list shows whether DPD AT reports an incident

Label Creation Errors

Validation Errors (ER)

Code Meaning Solution
ER04–ER08 Recipient name, street, post code, city, or country missing or too long Complete the ship-to address on the order
ER09 Phone number missing Mandatory for primetime and for Bulgaria/Romania — add a phone number to the ship-to address
ER11 Shipping date too far in the future 25 days maximum — correct the date
ER12 Weight limit exceeded 31.5 kg per parcel maximum — split the shipment
ER14 Post code/country combination invalid Check postal code and country code; post code without special characters
ER15 Parcel count invalid 20 parcels per call maximum

Product and Service Errors (PR)

Error code PR01-X / PR02-X / … — \"product not activated\"

Cause: The selected product or service is not activated in your DPD AT contract (e.g. primetime, B2C, or higher insurance).

Solution: Request activation from the DPD AT IT-Kundenberatung. Until then use an activated product — with Auto (by weight) you are always safe for standard shipping.

Error code PR01 — invalid product value

Cause: Product does not match the parcel type (e.g. a primetime window with parcel type DPD).

Solution: The connector normally validates the combination upfront — if the error still appears, check parcel type and product in the label dialog. Rules: Products.

Error code PR02-hv — higher insurance rejected

Cause: Amount outside the limits.

Solution: Higher insurance accepts EUR 520.01 to 15,000. Lower values are already covered by the standard liability.

Number Range Errors (NK)

Error code NK01–NK04 — no valid parcel number available

Cause: The parcel number range of your DPD AT account is exhausted or unavailable.

Solution: Only DPD AT can fix this — contact the IT-Kundenberatung. Not a configuration error on your side.

Cancellation, Reprint & Self-Booking List (FR)

Code Meaning Solution
FR04 Parcel number unknown Check the number — cancellation/reprint only work for labels created via the WEB.Service
FR05 Invalid date format Should not occur in normal operation — contact support
FR06 Parcel already cancelled No action needed — the connector aligns the status automatically
FR07 "From" date after "to" date Correct the self-booking list period

Typical Situations

The label PDF is missing on the shipment label

In rare cases the immediate download fails (the DPD download URL expires shortly after the first access). Solution: run Reprint at DPD AT on the label card — you get a fresh document with the COPY watermark.

The setup page shows \"Setup incomplete\"

At least one of username, mandant, MD5 password ("Not configured"), or API URL is missing. The status refreshes immediately once completed.

Collective print reports \"No labels for collective print\"

The selected labels are older than 14 days, cancelled, or belong to another carrier. Select current DPD AT labels with a parcel number.

Why do I see no delivery status in Business Central?

The DPD AT WEB.Service offers no tracking API. The connector stores a tracking link per label (template in the setup) through which you and your recipients follow the status on the DPD website.

Can I revoke a sent pickup or collection request?

Not via the interface — call the DPD AT IT-Kundenberatung (+43 5 7877 777). Sent requests are kept in Business Central as proof.

Created test labels — anything to watch out for?

With the test account, labels run on DPD AT's real test system: use fictional recipient data only, cancel test labels where possible, and keep the day-closing switch off.

Support

Topic Contact
Connector, Business Central, merchantCENTRAL support@altenbrand.de · help.merchantcentral.de
DPD AT account, credentials, product activation, pickups it-kundenberatung@gwp.dpd.at · +43 5 7877 777 (Mon–Fri 8:00–18:00)

For connector support requests please include the Last Error Message (setup page or dashboard) and the affected parcel number.