DHL Express - Common problems and troubleshooting

In this article you will find the most common issues related to the DHL Express for WooCommerce plugin, its PRO version as well as the answers on how to solve them. The knowledge base below will be gradually expanded.

API Status errors

Authentication Failed

DHL Express API Status: Authentication Failed

The DHL Express API wasn't able to verify if the entered credentials are valid. The problem is usually caused by the security plugins or firewalls interrupting with the DHL Express API connection establishment. Please deactivate the security plugins, firewalls and/or any additional plugins which may have an influence on this situation in order the authentication process to succeed.

Validation Failure: Site Id is wrong

DHL Express API Status: Validation Failure: Side Id is wrong

Site ID is not valid. Please verify if the data you have entered is correct and make sure that there are no typos, spelling mistakes or unnecessary signs e.g. spaces, especially if the credentials were copied and pasted.

Validation Failure: Password provided is wrong

DHL Express API Status: Validation Failure: Password provided is wrong

Password is not valid. Please verify if the data you have entered is correct and make sure that there are no typos, spelling mistakes or unnecessary signs e.g. spaces, especially if the credentials were copied and pasted.

If you are 100% sure the credential you've entered are entered correctly and you are still getting the authentication/validation error, please contact the DHL Express support.

This measurement system is not valid for the selected country

If you've encountered the error above please use the Measurement Units options available at WooCommerce → Settings → Shipping → DHL Express → Advanced Options section to change the units the plugin will use to calculate the live rates.

Weight limits

DHL Express services have varied weight limits. If your cart weight exceeds those limits, no shipping rates will be displayed on your checkout page. You can find the complete comparison of DHL Express acceptable Weight & Dimensions here.

All rates return no values (0)

If the DHL Express plugin returns no or "0" value rates for all the services, apparently your rates are not assigned to your payment account. In order to fix it login to your DHL Express account and assign the rates to your payment account. If you encounter any difficulties contact the DHL Express support for further instructions.

No rates displayed for domestic shipping

Our DHL Express plugin is dedicated for international shipping. Domestic shipping is not supported via the DHL Express API yet which is being used at the moment. It means the plugin will display the live rates if the shipping destination for the ordered products is different than the country your shop is located in. In other words, if you run a shop located in Spain and your customer also enters the Spanish shipping address, our DHL Express plugin will not display the live rates in such case, due to the fact that both of them - the shipper's as well as the recipient's addresses are within the same country. In turn, if the shipping destination is located e.g. in France, the live rates will be calculated and displayed properly.