Issue with tracking information in Adobe Commerce

Last update: February 25, 2025

Tracking shipments for carriers, such as UPS, on the Shipments page in Adobe Commerce shows an error message that Tracking information is currently not available. Ensure UPS API credentials are properly configured within Adobe Commerce to resolve this issue.

Description

Environment

Adobe Commerce (all deployment methods), v2.4.x

Issue/Symptoms

When creating a shipment and entering tracking information for carriers like UPS on the Shipments page in the admin panel of Adobe Commerce, an error message stating Tracking information is currently not available  appears. This issue occurs even though the tracking number works correctly on the carrier’s website (e.g., ups.com).

Resolution

  1. Go to Stores > Configuration > Sales > Delivery Methods > UPS and check that Enabled for Checkout is selected.
  2. Verify that all necessary UPS XML API credentials are correctly set up, including shipper_number, handling_fee, and other relevant fields under carriers/ups.
  3. Configure any required settings specific to your shipping needs, such as enabling free shipping or setting handling fees.
  4. If necessary, temporarily enable debugging options under carriers/ups/debug to gain additional insights into potential misconfigurations.
3d58f420-19b5-47a0-a122-5c9dab55ec7f