Troubleshooting
What each error message in Forensik means, how to fix it yourself and when to contact support, from sign-in to checkout rates.
- Checkout rates not showing
Why your store's checkout shows no Forensik rate, or shows your fallback rate instead of a priced one, and how to fix each cause.
- Contact support
How to send a request to Forensik support, what is sent with it, what to include, and how we reply. Works signed in or signed out.
- Email not verified
Why some actions in Forensik ask you to verify your email address before they run, and what to do when a verification link does not work.
- Freight audit queue errors
What a duplicate charge on the exception queue means, and why a closed exception cannot be disputed, recovered, written off or resolved again.
- Import file not accepted
Why Forensik refuses an uploaded CSV or Excel file before reading its rows, and how to save the file so it goes through.
- Import missing columns or column mapping
What to do when an import says columns are missing, a mapped column is not in the file, or there is no saved column mapping for the carrier.
- Import row errors
Row-by-row problems in order, SKU and markup imports, why one bad row stops the whole file, and how to fix each message.
- Invitation and user problems
What to do when an invitation has expired or is not valid, you are already a member, your password is refused, or the last Master Admin cannot be removed.
- Invoice import errors
What each message means when you import a carrier invoice into Forensik, why it appears and the steps that get the invoice in and ready to audit.
- Live rate timeouts
What happens when a store checkout waits too long for a rate from Forensik, and how to keep checkout showing a sensible delivery price for customers.
- Missing carrier email
Forensik needs each carrier's customer service email before it can draft a recovery claim. Here is why, and where to add it.
- Orders and consignments that cannot be priced
Why Forensik shows "Cannot price" on a consignment or quote, what each reason means and how to fix it. It never guesses a missing size, rate or markup.
- Payment failed and other billing errors
What to do when a payment fails, your organisation becomes read-only, Stripe cannot complete a request, billing is unavailable or a plan change is refused.
- Plan limit reached
What the plan messages mean when a feature is not on your plan, you have used all your carriers, stores or users, or an item is read-only.
- Rate card approval blocked
Why approving a rate card can be refused, and what to do: confirm the prices are ex GST, give a reason for a low back-test, or move the effective date.
- Rate card check failures
What each rate card check means, which ones stop a draft being submitted, and how to fix them. Warnings are shown but never block.
- Rate card import errors
What to do when a rate card file, the standard Forensik rate card, a PDF or a fuel notice is refused on import or reading.
- Recovery claim errors
What the messages on the Recoveries Issues tab and claim pages mean, why they appear and how to get your freight overcharge claim moving again.
- Shopify connection errors
What to do when connecting Shopify does not finish, the store is linked to another organisation, or a sync skips orders.
- Sign-in problems
What to do when your account is locked, your password is refused, you see too many requests, you have no organisation or a reset link does not work.
- Unmatched invoice lines
Why a carrier invoice line was not matched to a consignment, how to match it by hand, and why charges on the invoice total are shared instead of matched.
- WooCommerce and Magento connection errors
Messages from the Forensik plugin or extension when a key is wrong, not connected or used elsewhere, an order is refused, or the store cannot connect.