---
title: API Connection Issues
description: If the Parcel Freight app is not returning rates or is unable to communicate with the Loadlink platform, the issue may be related to API connection errors. This article outlines how to identify and resolve problems with API credentials and…
url: "https://www.loadlinkconnect.com.au/help/api-connection-issues/"
updated: "2026-01-04"
category: Parcel Freight
---

# API Connection Issues

If the Parcel Freight app is not returning rates or is unable to communicate with the Loadlink platform, the issue may be related to API connection errors. This article outlines how to identify and resolve problems with API credentials and connectivity.

### **What the API Does**

The Parcel Freight app uses the Loadlink API to:

- Calculate live shipping rates at checkout
- Return service options based on weight, dimensions, and address
- Apply configuration settings such as packaging type and building type

If the API is not connected properly, rates will not appear and test requests may fail.

### **Common Causes of API Errors**

**1. Invalid or missing credentials**

- API Key, API Secret, or User ID is incorrect
- Credentials were not saved after being entered

**2. Credentials expired or revoked**

- Changes to your Loadlink account may deactivate existing credentials
- Subscription status or account role may affect API access

**3. Typing errors in settings**

- Extra spaces or incorrect characters can cause failed authentication

**4. Server time or region mismatch**

- System clocks out of sync can cause connection issues
- Store must be located in a supported region (Australia)

**5. Plugin not saving settings correctly**

- Settings may not persist if another app or caching plugin interferes

### **How to Test the Connection**

1. Go to the Loadlink app in your Shopify admin
2. Confirm that API Key, API Secret, and User ID fields are populated
3. Scroll to the **Test API with Real Data** section
4. Enter a valid Australian destination address
5. Click **Test API with Real Data** and review the returned results

If the test fails, the issue is likely related to credentials or server access.

### **What to Do**

- Re-enter and save your API credentials
- Copy credentials directly from your Parcel Freight account, avoiding extra spaces
- Check for updates to the Loadlink app
- Contact Loadlink support if you're unsure whether your credentials are still valid

### **When to Contact Support**

If you are unable to connect after verifying all settings, contact Loadlink support with:

- Your store URL
- The exact error message (if any)
- A screenshot of your API settings
- Confirmation of the Loadlink account you’re using