Troubleshooting

A short video orientation comes first. The written fixes below are organized by symptom, so you can also jump straight to yours.

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Before you start

Open WordPress Admin → FedEx Shipping → Settings and look at the colored badge in the page header: purple Sandbox (test) or orange Production (live). Many problems are a sandbox-versus-production mixup — test keys pointed at the live environment, or real keys pointed at the test environment. When anything misbehaves, the details are almost always in WooCommerce → Status → Logs, where the plugin writes under these source names:

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Rates don’t appear at checkout

There is also a dedicated walkthrough for this exact problem: FedEx rates not showing at checkout. What you see. A customer reaches checkout and no FedEx options are shown. Any other shipping methods you offer still appear. If you open the checkout while logged in as an administrator, WooCommerce also shows a notice containing the FedEx error text. Most likely causes

1. The FedEx method is missing from the customer’s shipping zone — the most common cause. A shipping zone is a WooCommerce group of countries, states, or postcodes; FedEx prices are only offered in zones that contain the method named Fedex Shipping.
2. Your daily checkout limit is reached. The checkout shows “Checkout limit has been exceeded for today. Please try tomorrow.” in place of the shipping options.
3. FedEx did not answer — an outage or maintenance on their side. The plugin waits, retries the price request once, and then shows no FedEx rates rather than an out-of-date price.
4. Address validation blocked the order. The customer’s checkout shows a message starting “FedEx shipment blocked: …”.

A worry that is not a cause: leaving Rate Request Type empty does not remove rates — it only means FedEx’s published retail prices are quoted. See Why is my price different from fedex.com? below.

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Fix steps

The FedEx Shipping settings page, Shipping tab. The address-validation checkboxes sit near the bottom of the tab.

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How to verify the fix

Place a test order with a shipping address inside the zone you checked. FedEx options appear at checkout, and the order creates a shipment.

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If it still fails

Collect the log lines from teamzlab_fedex_shippnig around the time of a failed checkout, plus the order number and the exact time. If the log shows 401 or invalid_client, go to Authentication errors below.

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Authentication errors

What you see. Rates don’t appear, or labels fail, and the log shows 401, invalid_client, not authorized, AUTHORIZATION.TOKEN.NOTFOUND, or invalid_token. Most likely causes

1. Expired or wrong keys — the most common cause. The Client ID and Client Secret don’t match each other, or the pair is no longer valid.
2. Keys copied from the wrong environment tab of your FedEx project. Each project on developer.fedex.com has separate test and production keys. Production keys require FedEx approval (3–5 business days) before they work.
3. A sandbox-versus-production mismatch. The Environment dropdown — the last field on the Account tab — says Production while your keys and account number are test ones, or the reverse. Account numbers are not interchangeable between the two environments either.
4. An empty Tracking tab. Tracking uses its own Tracking Client ID and Tracking Client Secret, with no fallback to the main keys. Rates and labels keep working while tracking is silently dead.

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Fix steps

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How to verify the fix

Run a test checkout and confirm FedEx rates appear. Confirm the badge at the top of the Settings page matches the environment you intended.

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If it still fails

Collect the log lines from teamzlab_fedex_shippnig (for rates) or teamz_shipment_create (for labels), with the exact error text, plus the time of the attempt.

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Label creation fails

What you see. The order completes normally, but no label is created. The order shows a note like “FedEx shipment creation failed after checkout: …”, and no shipment row appears under FedEx Shipping → Shipments & Printings. A label failure never blocks the customer’s payment or the order itself. In Advanced mode, the draft shipment cannot be confirmed. Most likely causes

1. Address validation blocked it — the most common cause. The order note or the checkout message says the destination address is incomplete or could not be validated.
2. The service doesn’t run to that address. The log shows SERVICE.UNAVAILABLE or SERVICE.TYPE.INVALID — FedEx doesn’t offer the selected service on that lane.
3. Wrong environment for the account. A sandbox account used with Environment set to Production, or a production account in Sandbox. FedEx typically answers NOT.FOUND.ERROR for this mismatch.
4. The daily limit was reached at the moment of the order. The label is skipped quietly and only an order note is written.

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Fix steps

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How to verify the fix

Place a test order. A shipment row appears under FedEx Shipping → Shipments & Printings, and View Label opens the PDF. Remember that sandbox test labels never move real packages.

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If it still fails

Collect the log lines from teamz_fedex_checkout and teamz_shipment_create around the failure time, the order number, and the order note text.

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Tracking shows nothing

What you see. Your tracking page shows “No events yet for this shipment.” or “No tracking details available yet. Please try again later.” Delivered orders never move to Completed on their own. Most likely causes

1. The Tracking tab is empty — the most common cause. The plugin never falls back to your main keys here, so tracking dies quietly while rates and labels work fine.
2. The webhook isn’t set up on FedEx’s side. The plugin never subscribes itself: you copy the webhook URL from Settings → Tracking and register it in your FedEx developer project, and the Webhook Shared Secret must be the same value in both places. Until the secrets match, FedEx’s updates are rejected.
3. The shipment is a sandbox test. Sandbox labels never move packages, so FedEx never produces scans for them.
4. An event was missed while the connection was down. The tracking timeline only shows events FedEx pushed to your store; a missed event is never re-fetched in this version. The basic tracking box does query FedEx live, so the current status can still appear there.

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Fix steps

The FedEx Shipping settings page, Tracking tab, including the tracking credentials and the Webhook Shared Secret field.

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How to verify the fix

Tracking events need a real shipment, so verify with a production order: the tracking page shows events, and delivered orders move to Completed automatically with the note “Delivered per FedEx webhook.”

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If it still fails

Collect the log lines from teamz_fedex_webhook around the expected delivery time, plus a tracking number and the time it should have updated.

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Why is my price different from fedex.com?

Most likely causes

1. Retail prices versus your negotiated prices. If Rate Request Type on the Shipping tab is left empty, the plugin asks for FedEx’s published retail prices (LIST). Stores with negotiated pricing must select ACCOUNT (and/or INCENTIVE, PREFERRED). At checkout the plugin shows the best of whatever FedEx returns, in the order INCENTIVE → ACCOUNT → PREFERRED → LIST.
2. Prices are cached for 10 minutes. The same cart and destination receives the same stored quote for up to 10 minutes, so a price won’t change the moment FedEx’s does. Saving any Settings tab forces one fresh quote per cached package. Your developer can change or disable this window — see the developer reference.
3. Residential versus business address. Rate requests send only the postal code and country — no street address and no residential flag — so FedEx prices by its own rules. Residential pricing applies only when FedEx returns a Home Delivery service. The “Residential address detected. Carrier surcharge may apply.” message at checkout is a heads-up only; it does not change the price.

The plugin adds nothing of its own: the checkout price is exactly the total FedEx returned.

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Fix steps

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How to verify the fix

Compare a fresh checkout quote against fedex.com within a few minutes of each other, using the same addresses and package details.

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If it still fails

Collect the log lines from teamzlab_fedex_shippnig — with WordPress debug mode on they include the exact prices FedEx returned.

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A service disappeared from checkout

What you see. A service that used to appear — for example FedEx 2Day® — is gone for some or all customers. Most likely causes

1. Your service allow-list hides it — the most common cause. The Shipping Methods list on the Shipping tab shows only the services you ticked; leaving it empty shows every service FedEx returns.
2. FedEx didn’t offer it for that cart or destination. Heavy carts often come back with freight services only, and some services don’t run to some addresses.
3. The availability filter removed it. Guarantee "every rate is really available" asks FedEx which services genuinely run on that lane and hides the rest. Answers are kept for a day, so the list can lag behind FedEx by up to a day in both directions.

One honest limitation: if your filters would hide every rate FedEx returned, the plugin shows all of FedEx’s raw rates anyway rather than leaving the cart unshippable. The allow-list narrows the list only when FedEx returned at least one service from it.

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Fix steps

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How to verify the fix

The service reappears at checkout for a matching address and cart.

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If it still fails

Collect the log lines from teamzlab_fedex_shippnig — the response lists every service FedEx returned for that cart, so you can see whether FedEx offered the service at all.

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Sandbox: address validation and availability checks do nothing

What you see. With the Environment set to Sandbox on the Account tab, the optional Enable checkout address validation check and the Guarantee "every rate is really available" check never reject or hide anything — rates still appear, but the two extra checks have no effect. Most likely cause (confirmed). FedEx retired the two sandbox endpoints these optional checks call. The features still work against FedEx’s production environment; in the sandbox there is simply nothing to call. This is FedEx’s change, not a plugin fault.

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Fix steps

1. Nothing is broken — rates and labels work in the sandbox without the two checks.
2. To test address validation or availability checking, switch the Environment to Production on the Account tab. Real prices and real shipments apply — see Going live first.
3. Keep the plugin updated: updates are how the plugin follows FedEx’s API changes — see Compatibility.

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How to verify the fix

With the Environment on Production, address validation rejects bad addresses and the availability check hides services FedEx would not run on the lane.

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Cancelling doesn’t work

What you see. You can’t find a way to void a label, or the cancel option is missing. How cancellation works

• Instant mode: open WordPress Admin → FedEx Shipping → Shipments & Printings and use the Cancel button in the shipment’s row (it changes to Canceled), or the bulk action Cancel + Move to Trash. Cancelling also sets the WooCommerce order to Cancelled with the note “Shipment canceled”.
• Advanced mode: cancellation only exists before you confirm. Use Cancel on FedEx in the row on the Open Shipments page, or Restart FedEx session / Clear all packages (FedEx session) in the order’s FedEx Open Ship box.
• After confirming an Advanced shipment there is no cancel. The box locks with “Shipment confirmed — labels generated. Editing is locked.”, and this version has no button to void a confirmed Open Ship shipment. Handle the void from your FedEx account or with FedEx support.

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If it still fails

Collect the shipment’s tracking number, the order number, and a screenshot of the shipments list row, then contact support using the checklist at the end of this page.

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Customer says no email arrived

What you see. After an instant-mode checkout, the customer has no “Your Shipment Has Been Created” email with the tracking number and label link. Most likely causes

1. It has been less than about five minutes — this is normal. The email is sent by a scheduled task roughly five minutes after the label is created, not instantly.
2. It went to spam, or the address is wrong.
3. The order never got a FedEx label. The email is only sent for instant-mode labels. Orders paid with another shipping method, and Advanced-mode drafts, send nothing.
4. The send failed. Failures are logged under teamz_fedex_email.

This email is the only place customers get the tracking number and label link from the plugin: WooCommerce’s own order emails and the customer’s account page don’t show tracking in this version.

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Fix steps

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How to verify the fix

The customer (or a test customer) receives the email within about five minutes of the next test label, and it is not in spam.

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If it still fails

Collect the order number, the time of checkout, and any teamz_fedex_email log lines from that window.

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Still stuck? Contact support

If nothing above resolves it, contact support with everything below. One complete bundle is usually enough to find the cause.

• The order number, and the exact time the problem happened (with your time zone).
• The log source you filtered by — teamzlab_fedex_shippnig, teamz_shipment_create, teamz_fedex_checkout, teamz_fedex_webhook, or teamz_fedex_email — and the lines around that time.
• Your environment badge (Sandbox or Production) from the Settings page.
• Screenshots of the relevant Settings tab and of the order.