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Thread: Request can not be authorized due to account is locked out, please try again after 24

  1. #1
    I have a customer who was trying to remove a UPS account that was entered in error and inadvertently selected by users for shipment processing. The system contained their production account and a customer account (the one entered in error)

    He was instructed by support to remove all accounts using the procedure in https://www.zfirm.com/Knowledge_Base.../SRXA-0756.txt This did successfully remove both the UPS accounts.

    However on attempting to re-activate the production account. He was unsuccessful using the standard data from the last invoice. Chat support made some suggestions which did not work and resulted in the account being locked for 24 hours.

    We have contacted UPS based on the info in https://www.zfirm.com/Knowledge_Base.../SRXA-0719.txt and received a call back. UPS is advising they are not seeing this account locked and that two attempts that I performed this morning are logged as passed on their side. However they are still receiving the locked message. UPS has provided the customer with a direct contact number as UPS would like to work with support on this issue.
    Request can not be authorized due to account is locked out, please try again after 24 hours [9570006]

    I'm looking for some guidance here as we seem to be in the midst of finger pointing by both sides while a production site is down.

    Thanks in advance for any assistance.
    Last edited by htgrimmi; 01-30-2019 at 09:24 AM.
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  2. #2

    Join Date
    Apr 2004
    Posts
    16,647
    SYSOPS is offline
    First thing to check is the version of ShipRush being used. They should be on v12, as all older versions no longer communicate with UPS due to changes in their server system and SSL requirements.

    If they are on v12, and the issue persists.

    The error message comes from UPS, and their servers. We are only passing along the message that we get from their system. Somewhere in the bowels of the UPS world, it is.

    Our only suggestion is the phone # provided or to wait the 24 hours for the account to unlock.

    SYSOPS
    Have Questions? Ask the ShipRush Knowledge Base: https://shiprush.com/kbase
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