Have you tried to raise an order through the Stuart App or website but it has denied it, returning an error message?

Here are some tips to identify and solve the issues with the Dashboard.

How can I know what is failing?

The Dashboard returns error messages when something is missing or not accurate enough to place a delivery request correctly. Here is a list of the most frequent errors:

  • Invalid Email or Password

This error message appears on the home page of your account, when either the email or password is incorrect. First check your email, and if you forgot your password then hit the "Forgot password?" button.

  • Invalid Email

This message appears when you enter an email address in the the collection or delivery details, but the email is formatted incorrectly. An email requires having text, an address, and ending with a domain (E.g: .com).

  • Invalid phone number

The phone number entered within the collection or delivery details has an inadequate structure. Remember to enter the national prefix (+44 in UK) and the phone number must have 9 additional characters.

  • Address not specific enough/ Address can't be geocoded

Some addresses added are not traceable by the system. This means that some details are missing to be able to guide the courier adequately.
Verify that the address includes the block number, and make sure to add the floor and door number in the details rather than the address field. Should the address be incomplete or not specific enough, the platform warns you to add a phone number to validate the delivery "Please provide a contact phone number", so that the courier can more easily find the address by placing a call to the customer.

  • There are no couriers available/ The location is out of range

This message appears when you have chosen a package size not available in the area where you want the delivery to take place, or that the pick-up or delivery address is not within our operational areas. Sometimes "an origin address is not in a valid pickup area" message appears, so you will know that it is the particular pickup address that is outside Stuart’s pick-up areas.

  • Incorrect promotional code/ This code is not available anymore/ Coupon code not found

The promotional code or coupon you have entered has some kind of error. Please review it and re-enter it. If the message says the coupon is no longer available, that means it has expired. Remember you can redeem coupons within 30 days of their issue date, after which they will expire.

  • Out of range/ Job Distance not allowed

This message appears when the distance of the delivery is too high according to its relevant transport type. The package sizes that accept greater distances are Medium, Large, and Extra Large. Keep in mind there are upper limits to the delivery distances - see this article to find out more.

  • The payment was declined

This message implies that payment could not be made correctly. We recommend:

  1. Try a different card.
  2. Use another browser or try it in incognito mode.
  3. Use another channel (if you are in the Web app, test the mobile app, and vice versa).

  • "Ops! Something went wrong" What can I do?

This message may appear for different reasons. The most common is that one of the above messages has appeared, and the "Request" button was hit anyway. In spite of this, it sometimes appears without any previous error messages.

To clarify what happened, we recommend that you open a chat with Customer Support. Our team will be happy to help you!


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