A carrier says "Check account"
Before you begin
What you see
A Check account badge, in red or amber, on:
- a carrier tile in Settings → Carriers,
- the Dashboard's Carrier status card, or
- the Carrier Status page, under Problems with your account.
It means the carrier is answering other stores, but your store's recent quotes with it failed, or your last Test connection did. That carrier's methods may be missing at your checkout.
Hover over the tile (or read the row on the Carrier Status page) to see which problem it is, the carrier's own message, and when it last failed and last quoted.
Most likely causes
1. "{Carrier} rejected your saved login." (red)
The carrier refused your username, password, API key or token.
- Confirm: open the carrier's card and select Test connection. A message such as "401 Unauthorized", "login failed" or "invalid key" confirms it.
- Fix: re-enter the details exactly as the carrier gave them. Saved values show as stars, so clear the field first, type the value, save and test again. If your carrier recently changed your password or keys, use the new ones.
- UPS or TForce Freight: reconnect from the card instead. See Connect UPS or Connect TForce Freight.
- FedEx or FedEx Freight: check the keys in your FedEx Developer Portal project. See Connect FedEx.
2. "Your {Carrier} account isn't set up for these quotes." (red)
The carrier accepted your login but refused the quote for your account. Typical reasons: the account number or customer number is wrong, it's registered to a different address, or the account doesn't have rate quoting turned on.
- Confirm: run Test connection and read the carrier's message.
- Fix: check every account number on the card. For XPO, the Customer number must be registered to the same ZIP as your origin in Settings → General. If everything matches, ask your carrier rep to enable rate quotes for the account. See Setup notes for other carriers.
3. "{Carrier} returned errors for your store's quotes." (amber)
The carrier keeps returning an error that isn't a login problem.
- Confirm: read the carrier's message in the hover text, or quote a cart in the Shipping Estimator and read its errors list. See Read Shipping Estimator results.
- Fix: the message usually names the problem, such as a missing freight class or an option your account doesn't support. See Carrier error messages.
4. "{Carrier} couldn't quote your recent shipments." (amber)
The carrier says it doesn't serve the origin or destination of your recent quotes.
- Confirm: quote the same address in the Shipping Estimator.
- Fix: if the carrier doesn't serve that area, limit the method to places it serves with your shipping rule's location settings. See How shipping rules work. Check your origin under Settings → General too.
5. "{Carrier} hasn't returned a rate for your store in the past day." (amber)
Quotes timed out, or came back empty with no reason.
- Confirm: run Test connection. A "didn't return a rate … and gave no reason" result points to your details. A rate means the carrier is slow rather than broken.
- Fix: check every field on the card. If they're correct and the carrier is just slow, it may not answer within your checkout's time limit. Contact support.
When the badge goes away
- A passing Test connection clears it right away.
- A successful checkout quote with that carrier clears it too.
Still stuck?
Email support@advancedshippingmanager.com or call 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Send us:
- the carrier's name,
- the exact text from the Check account hover or the Carrier Status row,
- the result of Test connection, and
- whether you recently changed your login or keys with the carrier.
Never email us your carrier password or API secret.