Summary: FedEx turns the shipment down when the ship-from (origin) address in Shipstore is not exactly the address registered on your FedEx account. Make the two match and the shipment rates again.

Problem

A FedEx shipment fails when you rate it or ship it. The address looks right on screen, and the same account worked before. The message is:

Error from FedEx: Information provided does not match our records

Cause

FedEx checks the ship-from address you send against the address on file for the account, and it locks that address in when the account is set up. If the two do not match exactly, FedEx turns the request down with this message.

A change on the FedEx side can also reset the registered address back to a default, which makes a setup that worked yesterday fail today.

How to check: sign in to your FedEx account and look at the shipping address on the account profile. Compare it line by line with the ship-from address Shipstore is sending.

Fix

  1. Note the ship-from address Shipstore is sending. It comes from the profile origin, or from the address typed on the shipment.
  2. Sign in to your FedEx account and find the registered shipping address under the account profile or contact information.
  3. Make the two identical: street, city, state, ZIP, and phone. Change it in Shipstore, or change it on the FedEx account, so both read the same.
  4. Watch the small differences. "Suite 200" against "Ste 200", or a missing unit number, is enough for FedEx to say no.
  5. If FedEx locked the address when the account was connected, the account has to be connected again so Shipstore picks up the current FedEx address. Email support@shipstore.com to have the FedEx account re-registered, and say which profile it is on.
  6. Rate the shipment again.

What you should see

Rates come back with no "Information provided does not match our records" message, and the ship-from address in Shipstore matches the FedEx account exactly.

Related articles

  • Re-register your FedEx accounts for the new FedEx API
  • FedEx account number or third-party validation errors
  • Shipping stops at random times across carriers, then works after a restart