1. Help Center
  2. FreightDesk Online

A Shipping Carrier Error Occurred

What to do when the following error is returned in FreightDesk Online: "A shipping carrier error occurred: There is a non-technical issue with your request, in order to resolve you will need to contact UPS customer service at 1-888-851-4901."

You may encounter the following error when attempting to connect and test the connection between FreightDesk Online and your UPS account:

The error is being returned by UPS and the only way to resolve it is to contact UPS.  In our experience, the telephone number provided is not answered. A recorded message will instruct you to email fmsupport@ups.com.

Before emailing fmsupport@ups.com open a support ticket with Eniture Technology (publishers of FreightDesk Online) by emailing support@eniture.com.  In the email:

  1. Provide your FreightDesk Online ID.  This can be located by clicking on your avatar (top right corner) while logged in to freightdesk.online.
  2. Identify the error message you are witnessing.
  3. Ask us to delete the failing connection to your UPS account.

After you have received confirmation that we have deleted your failing connection to your UPS account, email fmsupport@ups.com.  In the body of your email, include the following:

I'm trying to connect my UPS account Y26R65 through an API provided by ShipEngine (ShipEngine.com). I have copied ShipEngine's support department on this email. When I attempt to do so, the following error is returned:
"A shipping carrier error occurred: There is a non-technical issue with your request, in order to resolve you will need to contact UPS customer service at 1-888-851-4901."
You should receive a response in one business day.  When you receive the response you will have 24 hours to re-attempt the connection.  If you fail to make the connection within 24 hours, you'll need to email fmsupport@ups.com again.