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Common API Error Messages

This guide covers common API error messages, their causes, and how to resolve them. It also provides best practices for submitting support tickets to ensure a fast resolution.

API Errors and Resolutions

“The FTR Exemption or AES Citation you provided is not valid for EEI.”

What it means:
An AES ITN number is required for:

  • International shipments valued over $2,500
  • Shipments to China or Russia, regardless of value

How to resolve:
Refer to our API documentation for instructions on including this information in your request.


“Bad token error”

What it means:
This error occurs when an API request is missing a valid API token.

How to resolve:
Verify that the request includes a valid token in the header.


“Service is not available for this shipment.”

What it means:
This error may be caused by:

  • A temporary outage or delay from EasyPost or the carrier
  • A service restriction preventing shipping to the selected address

How to resolve:

  • If a temporary issue: Wait a moment and retry the request.
  • If a service restriction:
    • Use the /api/v2/rates endpoint to check available services for the shipment.
    • Ensure the address, weight, and dimensions are entered correctly.

“The request could not be understood by the server due to malformed syntax. A ReturnAddress phone number must be provided in order to generate the requested CustomsForm.”

What it means:
A phone number is missing from the return address or from address in your API request or fulfillment setup.

How to resolve:

  • Ensure the API request includes a valid phone number in the from_location and return_location parameters.
  • If using eHub Ship, add a phone number to the fulfillment location:
    1. Go to Settings > Fulfillment Locations.
    2. Create or update the fulfillment location to include a phone number.

Errors Requiring Support Assistance

If you encounter any of these errors, please contact support@ehub.com for assistance:

  • "undefined method identifier' for nil:NilClass, undefined method service_provider=' for nil:NilClass"
  • "Invalid shipment weight or dims for service or invalid rate configuration (no meter amount)."
  • "Validation failed: Amount must be greater than 0"
  • "Error 809: unexpected token at"

Creating a Support Ticket for Errors

To help us resolve your issue quickly, include the following details when submitting a support request:

Where to Contact Support

Email: support@ehub.com

What to Include in Your Ticket

  • Error Message: Attach a screenshot or copy the exact error message.
  • Shipment Details: Provide the ‘from’ address and relevant shipment data.
  • Additional Context: Include customer account details or order numbers to help locate the issue.