Click & Drop – Troubleshooting (2025)

• check the phone number is a correct mobile phone number and not a landline
• check the length of the phone number - we are not able to send notifications to phone numbers longer than 30 characters
• check you have selected 'SMS notification' when applying postage to your order, and that your chosen postage service allows SMS notifications

• check the email address is valid and correct
• check the length of the email - we are not able to send email notification to email addresses longer than 40 characters
• check the email hasn't gone into your customer's spam folder, or has been marked as 'junk'
• check you have selected 'Email notification' when applying postage to your order, and that your chosen postage service allows email notifications

If you are receiving errors such as ‘Sorry, we couldn’t establish a connection to your Magento store”

1. Check the version of your Magento. We support Version 1.6 and above, so please keep your version as up to date as possible.
2. Check the SSL certificate of your website – it must be up to date in order for Click & Drop to create a successful integration. Check this by going to your Magento Website in any browser, and looking for a green ‘padlock’ icon in the top left hand corner. If this isn’t visible, we may not be able to connect to your store.
3. Please double check the following information is correct:
   • Store URL
   • User Name
   • API Key
4. Check there are no extra characters or spaces in these fields, and that the user name and API key match in both your Magento admin panel and Click & Drop.
5. Check ifyour web hosting service has IP address restrictions (whitelisting)- if it does it may not be possible for us to connect to your store. In this case, you would need to import your orders manually into Click & Drop.

If you use 3rd party software, this may also interfere with the order download process.

If only some of your orders are downloading into Click & Drop, please check that your orders are no more thanseven days old, and are in status ‘Processing’. Some Magento websites use custom statuses that you can set; but please be aware we are unable to download orders in any status other than ‘Processing’.

If after this time, an order hasn’t downloaded into Click & Drop, please check the following:

• If you use a third party adapter that downloads orders from your other online marketplaces stores into your Magento, check that these orders have both shipping and billing address data. If not, you will need to manually update Magento to ensure that both fields are completed. Alternatively, if the other marketplace integrates directly into Click & Drop, you can set that up instead.
• The orders have been paid for, or that payment is not currently pending
• The customer address details for the order are valid and correct. Orders with insufficient name and address data will not be downloaded into Click & Drop, and you'll need to process these orders manually

We do not recommend you delete and recreate your Click & Drop Desktop integration at this stage as this can potentially cause other issues.

If your file is not importing successfully, please check the following:

1. Is your internet connection stable?
2. Have you mapped the columns in your spreadsheets first via an order import?
3. Have you added any new columns to your spreadsheet recently? If so you will need to map your spreadsheet again.
4. Does the data in your spreadsheet match Click & Drop's order import field specifications?
5. Is your 'Watch' folder on a network drive or location? If so, check you have 'Polling mode' enabled in your Click & Drop Desktop advanced settings.
6. If one or more of your files is 'stuck' and has not imported, please try closing the app down and then restarting. This action will also force any automatic updates that are due.

Disclaimer: Issues on network drives can occur due to 'file update events' not triggering as often. If you attempt to connect to a network drive using Click & Drop Desktop please ensure you enable the advanced polling option in the settings section.

Common issues that can occur on network setups:

1. Permission issues
2. Files stuck in the watch folder
3. Extended import times

We recommend contacting your network administrator if you find yourself suffering from any of the above issues.

If files are not being placed in your results folder, this may be because your orders are in 'Postage applied' status and not 'Label generated'.

If this is the case, please check that:

1. Your orders have a valid weight, package size, and service, and that the columns in your spreadsheet is correctly mapped
2. Your Royal Mail Print Assist is switched on
3. Your printer is not switched off, or is not producing errors

If one or more of your workstations is not producing labels when you have dropped a file into it, please check the following:

1. Your Royal Mail Print Assist is switched on
2. You are logged into the Click & Drop Desktop application on the workstation
3. Your printer is not switched off or is not producing errors
4. You have installed Click & Drop Desktop and Royal Mail Print Assist on each of your workstations
5. Check that the installed applications are up to date. You can force an automatic update by closing and then restarting the application
6. Check that each of your installed applications has the same 'Watch' folder. Please do not select an individual workstation folder as your 'Watch' folder.

If you're experiencing this issue then it is likely due to running Click & Drop desktop on a network drive in conjunction with multiple workstations.

We would recommend running only one version of the Click & Drop Desktop app instead of one per workstation in this scenario.

If you're experiencing this issue, it is likely that you have a firewall or other internet security software which is denying access to the app.

You may need to add the app to your 'allowed list', or whitelist our IP addresses. Our support team can provide these.

If you have checked the 'Generate customs declaration with Orders' option in your label format settings page, then CN22 or CN23 documents will automatically be produced for any international orders imported where customs declarations are required.

The PDF files will be saved to your results folder.