Troubleshooting

Find common API issues and the steps you can take to resolve them.

Frequently asked questions

Why do some requests from Google Cloud return HTTP 403 while the same requests work from another network?

If your integration runs on Google Cloud, such as Cloud Run or Cloud Functions, it may send requests from different outbound IP addresses. Some of those addresses may be blocked because of their reputation, causing intermittent HTTP 403 Forbidden responses even when your credentials are valid.

You may notice that:

• The same query and access token work from another network.
• Failed requests return HTTP 403 without a GraphQL errors array or a request_id.
• Token requests to /auth/token or /auth/refresh also return HTTP 403 from the affected environment.

This pattern can indicate an issue with the outbound IP address. It does not necessarily mean that your token is invalid or that your query has exceeded its credit quota. For credit and request-rate errors, see Throttling & Quotas.

How can I resolve this?

Configure your integration to use a static outbound IP address so its API requests consistently originate from the same address.

1. Follow Google’s Static outbound IP address guide for Cloud Run. If you use Cloud Functions, choose the networking configuration appropriate for your function’s generation.
2. Verify that requests from your deployed integration use the configured static IP address. Apply this configuration to both GraphQL and authentication requests.
3. Retry a request to the ShipHero Public API from that environment.

A static IP address can still be blocked if it has a poor reputation. If HTTP 403 responses continue, contact ShipHero Support with the details below. You may need to use a different static outbound IP address.

Refreshing a valid token or repeatedly retrying the same request will not resolve a blocked outbound IP address.

What should I include when contacting support?

Please provide:

• Your ShipHero account ID.
• The outbound public IP address or addresses used by your integration.
• The timestamps of failed requests, including the time zone, preferably UTC.
• The affected endpoint and HTTP status code.
• Whether the same request succeeds from another network, and a successful request_id if available.

You can report the issue even if failed requests have no request_id. Do not include access tokens, refresh tokens, or passwords.

Why does the API return “User does not have permissions to access data exports”?

This error means that the user associated with your API request does not have permission to query Data Exports. An administrator must enable Data Exports for that user.

How can I resolve this?

Ask an administrator on your ShipHero account to follow the steps below for the user making the API request.

Regular users

1. Sign in to ShipHero Shipping and open the users page.
2. Find the user making the API request and click their name to edit their settings.
3. Scroll to the bottom of the page to find the API Access section.
4. Select Enable Data Exports Access, then save the changes.

Developer users

1. Sign in and open the users page.
2. Find the developer user making the API request and click Edit under that user.
3. In Developer Details, select Enable Data Exports.
4. Click Update Developer to save the changes.

After saving the changes, retry the Data Exports query using that user’s credentials.