Portal troubleshooting
Can't sign in, can't place or change an order, an order seems stuck, or a payment didn't go through? Find the message you see, why it happens and what to do.
5 min readLast updated
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Find the message you see in the portal. Quoted text is what the portal shows. When the answer is "contact your courier", use Report a problem or ask for help if you can sign in, or call them.
Signing in
| What you see | Why | What to do |
|---|---|---|
| "Email or password is wrong." | The email or password is wrong (after 5 wrong tries in a row, sign-in pauses for 15 minutes with the usual settings) | Check the email you were invited with. Click Forgot your password? to get a code by email. |
| "Too many wrong passwords. Try again in … minutes, or reset your password." | Too many wrong tries locked the sign-in for a while | Wait, or reset your password |
| The page shows another courier's name or logo | You opened another courier's portal | Click Different company? and type the Company ID your courier gave you |
| "Open the invitation link in your email to set a password." | You haven't accepted your invitation yet | Open the invitation email and choose a password |
| "This invitation link is invalid or has expired." | Invitation links work once, for 7 days | Enter your email on that page and click Send me a new link |
| The reset code doesn't work | A code works for 10 minutes | Click Send a new code (it is available after a minute; a new code is sent at most every 2 minutes) and use the newest one |
| "Your account is waiting for approval by your courier." | You asked for an account with Request an account | Your courier checks it and emails you an invitation |
| "This account is inactive. Contact your courier." | Your login was switched off | Ask your company's primary contact or your courier |
| "Portal access is turned off for your company." | Your courier closed the portal for your company | Contact your courier. Orders they book for you still work. |
| "Your company account is not active. Contact your courier." | Your company's account with the courier is closed | Contact your courier |
Step-by-step help: Sign in and manage your account.
Placing and changing orders
| What you see | Why | What to do |
|---|---|---|
| "Your account is on hold, so new orders are paused." | Your courier put your company's account on hold, usually for billing | You can still see and pay invoices. Contact your courier to lift the hold. |
| "Ordering is currently unavailable. Please contact your courier." | Your courier can't take portal orders right now | Contact your courier, or phone the order in |
| "You don't have access to this part of the portal. Ask your company's primary contact." | You don't have the permission, for example Place orders or Pay invoices | Ask your primary contact. See Invite colleagues and set what they can do. |
| "That address is not in your address book" or "You don't have access to the address book." | You can only use addresses you are allowed to see | Pick another address, or ask for Manage address book |
| "Wait for the price to load, then place the order." | The price was still being calculated | Wait a moment and click Place order again |
| "The price changed while you were ordering. Review the new price and place the order again." | Something changed the price (time, options, your courier's prices) | Check the new price and place the order again |
| "Your company can't change orders after they are placed. Contact your courier." | Your courier doesn't allow changes online | Contact your courier |
| "Your company can't cancel orders online. Contact your courier." | Your courier doesn't allow cancelling online | Contact your courier |
| A draft has no tracking page | Drafts are not sent to your courier | Open it and click Place order |
See Place an order.
An order seems stuck
The order page always says what happens next:
| Status message | What it means | What to do |
|---|---|---|
| Not placed yet | It is still a draft | Finish it and click Place order |
| Waiting for confirmation | Your courier reviews your orders before sending a driver | Nothing: you get an email when it is confirmed |
| Waiting for approval | Your courier is reviewing your account before scheduling it | Your courier will contact you |
| Waiting for your payment | This order is paid by card when it is placed | Pay the amount shown on the order; it is scheduled straight away |
| Waiting for a driver | Your courier is lining up a driver | You get an email when someone is assigned |
| On hold | Your courier paused it | Your courier will contact you |
| Pickup didn't work out or Delivery attempted | The driver couldn't collect or hand it over | Your courier contacts you about a new attempt |
| At the depot | Your courier has the parcels and will send them on a delivery run | Nothing to do |
Tracking help: Track your orders.
Invoices and payments
| What you see | Why | What to do |
|---|---|---|
| A message that your courier hasn't finished setting up card payments | Cards can't be saved or charged yet | Pay another way agreed with your courier |
| Still working on it after paying | The bank is slow to confirm | Wait: the invoice updates by itself and the receipt follows |
| Your card was charged but the invoice is still open | The payment hasn't reached the invoice | Contact your courier with the invoice number |
| Bank debit authorized but the invoice isn't paid | A bank debit takes a few business days | Wait for your bank to confirm |
| An auto-pay email says the payment failed | Your saved card was declined | It is tried again after 1, 3 and 5 days. Update your card on Saved cards & auto-pay, or pay the invoice yourself. |
See Pay invoices.
Emails and texts
| What you see | Why | What to do |
|---|---|---|
| No order emails | You chose fewer updates, or they went to spam | Check Notifications in My profile, and your spam folder |
| No texts | You need a mobile number in your profile and texts switched on, or you replied STOP earlier | Add your Mobile, tick Text messages, and reply START to a text from your courier to opt back in |
| One email a day instead of each update | You or your courier chose a daily summary | Change How often (email) in My profile if you can |
Related articles
- How-toSign in and manage your accountOpen your courier's customer portal, reset a forgotten password, accept an invitation and choose which updates you get.
- How-toPlace an orderBook a pickup and delivery on the screen you land on, repeat an earlier order in one click, see the price before you place it, and change or cancel it while that is still allowed.
- How-toTrack your ordersSee what is on the way on your Overview, follow an order step by step, download proof of delivery and share a tracking link with the receiver.
- How-toPay invoicesSee what you owe, pay one or several invoices by card, download receipts and statements, and let saved cards pay invoices on their due date.
- How-toInvite colleagues and set what they can doGive people at your company their own portal login and choose whether they can place orders, see or pay invoices, manage addresses and see colleagues.
- How-toReport a problem or ask for helpTell your courier about a late, damaged or misdelivered order, ask any other question, and follow the answers in one place.
- ConceptCustomer portal FAQShort answers to the questions customers ask most about the portal: signing in, ordering, tracking, paying, colleagues, notifications and your data.
- ConceptPortal glossaryThe words you meet in the customer portal and your courier's emails: order and invoice statuses, services, proof of delivery, cash on delivery, auto-pay, API keys and more.
Still stuck?
Ask your courier company: they can see your account. Or tell us what you were trying to do.