A carrier's rates are missing
What you see
All the shipping methods from one carrier (for example, every UPS method, or your freight method) are missing at checkout or in the Shipping Estimator, while other carriers still show.
Before you begin
If only one method is missing, see One shipping method is missing at checkout. If nothing shows at all, see No shipping methods at checkout.
Start here
Quote the same cart and address in the Shipping Estimator, and read its errors list. The carrier's message there usually names the cause. See Test your rates with the Shipping Estimator and Carrier error messages.
Most likely causes
1. The carrier isn't connected, or needs reconnecting
- Confirm: in Settings → Carriers, the carrier's tile shows Not connected, Reconnect needed, Not set up or Check API keys. You may also see a banner such as Connect your UPS account, UPS needs to be reconnected, Connect FedEx with its new API, Connect TForce Freight or TForce Freight needs to be reconnected.
- Fix: follow the carrier's guide: Connect UPS, Connect FedEx, Connect TForce Freight. See Carrier labels explained.
2. The carrier is rejecting your account
- Confirm: the tile shows Check account, or the Carrier Status page lists the carrier under Problems with your account. Run Test connection on the carrier's card.
- Fix: see A carrier says "Check account".
3. The carrier is down
- Confirm: the Carrier Status page shows the carrier as Down. For UPS, FedEx, USPS and Estes, the Dashboard also says "{Carrier} isn't answering right now."
- Fix: wait for it to recover. ASM keeps asking, so rates come back on their own. For UPS and FedEx, you can turn on the backup option on the carrier's card, so the other carrier prices your methods during an outage.
4. A required setting is missing
- Confirm: Test connection says something like "Add your origin zip under Settings → General", "{Carrier} quotes need your street address", or the carrier's error mentions freight class or dimensions.
- Fix:
- Origin ZIP, or Origin address 1 for Spee-Dee: see Set your origin address and default product weight.
- Freight class missing on a freight card (always needed for Estes): see LTL freight in ASM.
- TForce "Handling unit dimensions are required": add dimensions to the product. See Set dimensions, boxes and "ship alone".
- TForce Freight also needs UPS connected. See Connect TForce Freight.
5. The carrier doesn't serve that shipment
- Confirm: the carrier's message says the origin, destination or service isn't available, or the package is too big or heavy. Veeqo only quotes US-to-US. Some carriers only ship within their region or country.
- Fix: offer another carrier for those addresses or package sizes. Your shipping rules can limit a method to the places it serves. See How shipping rules work.
6. It works in the estimator but not at checkout
- Confirm: the estimator shows the carrier's rates, but checkout doesn't.
- Fix: checkout has a time limit, and a slow carrier can miss it. Address type can also differ: checkout detects residential or commercial, while the estimator uses what you pick. See Why the estimator and checkout can differ.
7. Your shipping methods don't use the carrier
- Confirm: on the Carrier Status page, the carrier is under Available, not used yet.
- Fix: add or enable a shipping method for that carrier in Shipping Rules. See Add a shipping method.
Still stuck?
Email support@advancedshippingmanager.com or call 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Send:
- the carrier's name and which methods are missing,
- the cart (product SKUs and quantities) and destination address,
- the Shipping Estimator's errors list for that quote, and
- the result of Test connection on the carrier's card.