Summary: Your UPS account shows the error "Invalid Authentication Information." This almost always means the saved UPS sign-in went stale. Re-register the UPS account to fix it. If it is happening on every account at once, UPS may be having an outage, so wait and try again.

Problem

You try to add or use a UPS account and it fails with a UPS sign-in error. Adding the account can fail at the UPS login step, or a UPS account that worked before suddenly stops rating or shipping.

The error reads (UPS wording shown; the wording can vary a little):

Invalid Authentication Information

The same problem can show up during address checking as "Error Validating Address."

Cause

Shipstore signs in to UPS for you and saves that sign-in. This error usually means the saved sign-in went stale and UPS no longer accepts it. Two other things can cause it: UPS sign-ins expire on their own every few hours and refresh in the background, so a one-time error often clears by itself on the next try; and a UPS outage can cause this on every account at the same time.

How to check: if the error hits every shipment and more than one account at once, it is most likely a UPS outage, not your account.

Fix

  1. If the error hits all shipments and accounts at once, check UPS's service status, wait a few minutes, and try again. Outage errors usually clear once UPS is back.
  2. If only one account is affected, first get a rate: create a manual shipment on that UPS account and rate it. Getting a rate can refresh the saved sign-in and often fixes shipping.
  3. If rating does not fix it, go to the Carriers page, select the UPS account with the error, and re-register it. This signs in to UPS again and refreshes the saved sign-in.
  4. If UPS emails you a one-time passcode during re-registration, enter it right away. Each code expires quickly, so request a new one if it runs out.
  5. Apply the account to your profile and run a test rate or shipment.
  6. If the error keeps coming back, happens on a test site, or started right after a UPS outage and will not clear, email support@shipstoresoftware.com. Include your company name, the UPS account number, and whether your other carriers still work.

What you should see

The UPS account rates and ships with no sign-in error. If it was a UPS outage, the same shipment goes through when you retry after UPS is back.

Related articles

  • UPS Account Set Up