Summary: If only your stations cannot open or register the Merchant App, often right after an IT change, the Merchant App ports or IP are usually blocked on your network. Your IT team needs to allow them to the Shipstore host.
Problem
Your stations cannot open or register the Merchant App and cannot ship, while Shipstore is up for everyone else. You may see:
the merchant is not registering
connection was actively refused
Cause
The Merchant App ports or IP address that reach the Shipstore host server are blocked on your network. This often happens right after your IT team changes a firewall, network, or security setting.
How to check: if only your site is affected and Shipstore works for other companies, and the trouble started after an IT change, treat it as a network block on your side.
Fix
- Confirm the scope. If only your stations are affected and Shipstore is up for others, this is a block on your network, not a Shipstore outage.
- Ask whether your IT team recently changed a firewall, network, or security setting.
- Have your IT team allow the Merchant App ports and IP to the Shipstore host server. If you need the exact ports and IP to allow, email support@shipstore.com and include your company name.
- Retest opening the Merchant App and processing a shipment once IT confirms the change.
What you should see
The Merchant App opens and registers from your stations, and a test shipment processes without "not registering" or "connection was actively refused."
Related articles
- Merchant App is down or all stations time out at sign-in
- How To: Restart the Merchant App