Summary: FedEx returns a general message with no field named. The recipient email is too long, usually because the order system sent the same address twice into one field. Remove the duplicate so the field holds one address, then process again.

Problem

A FedEx shipment will not rate or process. The message reads:

Unable to continue. Please try again or contact FedEx Customer Service

You may also see it as unable to process, contact FedEx customer service. No field is named, and the address, company, contact, and billing terms all look correct on screen.

Cause

FedEx returns this general message when a value fails its checks and no field-specific message makes it back to Shipstore. In this case the recipient email is longer than FedEx allows, because the order system or warehouse system sent the same address twice into that one field. The screen shows one address; the order data underneath holds two joined together.

This is why everything looks right. The problem is only in the data behind the shipment, not on the screen.

How to check: the address, company, contact, and terms all look correct and FedEx still returns the general message. That combination points at a value that is too long, and the recipient email is the one to look at first.

Fix

  1. Check the message is the general FedEx one above, and that the address, company, and contact look correct.
  2. Open the order data behind the shipment and look at the recipient email. You are looking for two addresses joined together, or one that is far longer than a normal address.
  3. Remove the duplicate so the field holds one valid email address.
  4. Re-import or re-enter the corrected shipment and process it.
  5. If the duplicate is coming from your order system or warehouse system, fix the mapping there so it sends one email per shipment. Otherwise the next order will do the same thing.

What you should see

With one valid recipient email, the shipment rates and processes with no Unable to continue message, and the recipient email field holds a single address.

If something goes wrong

The email is already a single address and it still fails. Another value may be too long. Check the recipient name, company, and address lines against the field lengths, and clear the email as a test.

The message reads Unable to continue, No carrier enabled. That one comes from Shipstore, not FedEx, and has a different fix. See the related article.

It fails once and works on a retry. That is a temporary FedEx problem, not a data length problem.

You cannot see the order data. Email support@shipstore.com with your company name and the shipment number, and ask us to check the recipient email on that shipment.

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