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Troubleshooting

Common Issues and Solutions​

Issue: Nova Poshta is not displayed as a delivery method on the website​

Symptoms: When placing an order on the website, Nova Poshta is not available among the delivery methods.

Possible Causes:

  • The Nova Poshta delivery method is not published or is in the unpublished state
  • Sender City, Warehouse, or API Key are not filled in
  • Cart weight/volume exceeds the limits set on the Content tab
  • Product tags do not match the Must Have / Excluded Tags configured on the method

Solution:

  1. Go to Sales or Website ➔ Configuration ➔ Shipping Methods.
  2. Open the Nova Poshta method and verify the Settings tab — Api Key, Sender City, Warehouse, and Sender phone number (format 380XXXXXXXXX) must all be filled.
  3. On the Content tab, ensure Max Weight / Max Volume are either 0.00 or above the cart value, and that tag rules allow the current products.
  4. Publish the method and refresh the website cart.

Issue: "COD Payout Account is required when COD is enabled."​

Symptoms: A validation error appears when saving the delivery method with Cash on Delivery turned on.

Possible Causes:

  • Enable Cash on Delivery is checked, but COD Payout Account is empty.

Solution:

  1. In Sales ➔ Configuration ➔ Shipping Methods, open the Nova Poshta method.
  2. In the CASH ON DELIVERY (COD) block, fill in the COD Payout Account with your company's IBAN bank account.
  3. If no account exists yet, create it first in Contacts ➔ your company ➔ Accounting tab, then return to the delivery method.
Phone format

The sender phone is validated as 380XXXXXXXXX — exactly 12 digits starting with 380. Any other format triggers: Phone number must be in format 380XXXXXXXXX (12 digits). Example: 380441234567.

Issue: "Nova Post shipping requires both sender type and recipient type to be configured."​

Symptoms: Clicking Get Rate in the shipping wizard (Add shipping) raises this validation error.

Possible Causes:

  • Sender type is not selected on the delivery method.
  • Recipient type is not selected on the delivery contact (Warehouse/Postomat).

Solution:

  1. Open the Nova Poshta delivery method and ensure Sender type is set on the Settings tab.
  2. Open the delivery address contact on the sales order and set the Recipient type field (Warehouse/Postomat).
  3. Return to the wizard and click Get Rate again.

Issue: Express Waybill (TTN) is not created on Validate​

Symptoms: Clicking Validate on the Delivery Order does not generate a TTN, and a validation error is shown.

Possible Causes:

  • Nova Post shipping requires a related sales order with a shipping date. — the sale order has no Shipping Date.
  • Nova Post carrier … has no sender type configured. — sender type missing on the carrier.
  • Delivery address … has no recipient type configured. — recipient type missing on the partner.
  • Cargo type is incompatible between the main record and its lines. — package option lines don't match the chosen Cargo Type (Documents/Cargo/Parcel/Pallet).
  • Need at least one seat option — no seat/package lines were added in the wizard.
  • API error returned by Nova Poshta (invalid address reference, API key issue, etc.).

Solution:

  1. Open the Sale Order and set the Shipping Date.
  2. Verify Sender type on the delivery method and Recipient type on the delivery contact.
  3. In the shipping wizard, add at least one package/seat option and make sure its type matches Cargo Type.
  4. If the error references an API message, open Inventory ➔ Nova Post ➔ API Error Codes to see the resolved description from Nova Poshta and correct the underlying data.

Issue: Manual TTN entry is rejected — "TTN number must be unique" or "Each picking can have only one TTN"​

Symptoms: Entering a 14-digit tracking number in the Tracking Reference field fails with one of these errors.

Possible Causes:

  • The same TTN has already been registered in Odoo on another picking.
  • The current picking already has a Consignment Note attached; entering a second TTN is not allowed.

Solution:

  1. Open Nova Post ➔ Consignment Notes and search for the TTN number.
  2. If it already exists, link to the existing record or remove/replace the TTN on the original picking first.
  3. To replace a TTN on the current picking, clear the Tracking Reference field and save — the system removes the previous Consignment Note — then enter the new number.

Issue: Cities or warehouses are missing from the selector​

Symptoms: A city or branch cannot be found when choosing the recipient address.

Possible Causes:

  • The daily CRON that syncs Nova Poshta reference data has not run yet or failed.
  • The city/branch was added on Nova Poshta's side after the last sync.

Solution:

  1. Go to Inventory ➔ Operations ➔ Nova Post and check Cities / Warehouses lists.
  2. Trigger the scheduled action manually: Settings ➔ Technical ➔ Scheduled Actions, find the Nova Poshta sync action, and click Run Manually.
  3. If the sync keeps failing, verify the Api Key on the delivery method is valid and not expired.

Support Contacts​

If the issue is not resolved: