There are times when Users become locked out of their UPS Accounts for one reason or another. It's not easy to find the right people to speak with at UPS, but this is the best method we have found:
- To speak with UPS.com Tier 1 Support on the phone, call 1-800-247-9035. They tend to answer calls quickly, and by using this number, you'll have no phone tree to follow.
- If Tier 1 Support is not able to resolve the issue, then you'll need to reach out to UPS API Support via this web form. After submitting the form, it should take their Support Team between 1-4 business hours (Eastern time) to get a response to you. They will provide you with further instructions for resolving the error or hold on your account.
Here are a couple of common errors that we see, and helpful verbiage you can use when communicating with UPS Support.
Shipper Number Cannot Be Used
- When speaking with Tier 1 Support on the phone, tell them very clearly:
"I am making an XML API request and receiving back error 120121. The error message is 'The Shippers shipper number cannot be used for the shipment'. Can you verify that my account is in good standing for use with the XML Shipping API?"
- When submitting the web form to UPS API Support, send text similar to the following:
"My UPS Account number is [######], and my UPS.com username is [xxxxxxxx]. I am making an XML API request and receiving back error 120121. The error message is 'The Shippers shipper number cannot be used for the shipment'. I understand this means there is an issue with my account. Can you help me clear up any holds or other issues with the account that are preventing me from shipping with the XML API?
UserId Is Currently Locked Out
- When speaking with Tier 1 Support on the phone, tell them very clearly:
"I am making an XML API request and receiving back the error message 'The UserID is currently locked out, please try again in [timeframe*]'. Can you verify that my account is in good standing for use with the XML Shipping API?"
- When submitting the web form to UPS API Support, send text similar to the following:
"My UPS Account number is [xxxxx], and my UPS.com username is [xxxxx]. I am making an XML API request and receiving back the error message 'The UserID is currently locked out, please try again in [timeframe*]'. I understand this means there is an issue with my account. Can you help me clear up any holds or other issues with the account that are preventing me from shipping with the XML API?"
*Timeframe is usually between a few minutes and 24 hours, depending on the reason for the hold.
An exception has been raised as a result of client data
Full error message:
An exception has been raised as a result of client data. There is a non-technical issue with your request, in order to resolve you will need to contact UPS customer service at 1-888-851-4901..
The error is thrown when a user has too many failed attempts to authenticate their account via the UPS registration process. Once this error is thrown users will need to wait 24 hours for it to clear before they can attempt to add the account again.
You can find all the contact information for UPS here.