Troubleshooting DX Integration Issues in Linnworks

If you're experiencing problems with the DX integration in Linnworks, this guide will help you diagnose and resolve common issues.

Before You Begin

The DX integration for Linnworks is designed to streamline your shipping workflow by connecting your Linnworks account with DX delivery services. If the integration isn't working as expected, there are several key areas to check.

Information to Gather

Before troubleshooting or contacting support, collect the following information:

1. Identify Your DX Service

Determine which DX integration you're using:

• DX Freight - for pallet and freight shipments
• DX Express - for parcel delivery services

2. Verify API Credentials

Confirm that you have:

• Live API credentials from your DX account manager
• Credentials properly entered in the Linnworks integration settings
• Active DX account with appropriate service levels enabled

3. Document the Issue

Note the specific problems you're encountering:

• Error messages (take screenshots if possible)
• Whether you can print labels or if label generation fails
• Any recent changes to your Linnworks or DX account
• When the issue first started occurring

Common Issues

• Invalid credentials: Ensure your API credentials are correct and haven't expired
• Service not enabled: Verify that your DX account has the correct service levels activated
• Label printing failures: Check that your DX account is active and in good standing

Getting Support

If you've gathered the information above and still need assistance, contact Smartcode support with:

• Your DX service type (Freight or Express)
• API credential status
• Specific error messages
• Description of what's not working

This information will help us resolve your issue quickly, often without needing a call.

Note

While Linnworks may direct you to Smartcode for integration issues, having the details above ready will significantly speed up the resolution process.