Questions
Common questions and what to check when something doesn’t work.
Last updated 17 October 2026
India Post rejects my login#
Check you’re using the API username and password from CEPT, not your customer portal login, and that the customer ID is right. If a login that worked stops working, India Post may have changed it: enter the current password under Settings → India Post account and tracking.
“We couldn’t reach India Post to verify it yet”#
India Post only accepts API calls from approved servers. Your login is saved and checked again every hour, and shows as connected once India Post allows it. If it stays like this for more than a day, email us.
An order didn’t appear#
Only orders to an address in India, fulfilled by you (not by another app or a fulfillment service), are brought in. Orders placed before you installed need Import recent orders. Local delivery and pickup orders aren’t shipped with India Post. An order assigned to a location outside India does appear, under Needs attention.
No booking offices are listed#
Try the PIN code of your nearest head or sub post office. The list comes from India Post, so your India Post account must be connected.
A label is missing or failed#
Labels are usually ready a few seconds after booking. If one failed, open the shipment and choose Regenerate label. A label is also removed 7 days after India Post first scans the parcel; the shipment then shows Label removed: regenerate it.
Tracking hasn’t changed#
India Post only updates tracking when a parcel is scanned. The app checks every 15 minutes once a parcel is out for delivery, every 30 minutes while it’s on its way, and every 2 hours overnight (10 PM to 7 AM) or after 3 days without a scan, and you can check a parcel at once with Check now on its page. For a parcel with no scans for days, check with your booking office.
Contact#
Email support@myenrixa.com with your store’s address and the order number or article ID. More on the support page.