Unable to Access ShipHero Sandbox Account After Registration

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1

Hi,

ShipHero Support sent me a link to register for a sandbox account. I completed the registration successfully, but after that, I’m unable to log in to the ShipHero account.

I also tried using the credentials I created to request an authentication token through the API, but the request returns 401 Unauthorized.

Has anyone had the same issue with a ShipHero sandbox account? Does the sandbox have a different login page or API endpoint that I should use?

2

Hi @knntmandabon77, I hope you are doing well!

Thanks for reaching out and for the detailed info about the issue.

First, to clarify: ShipHero sandbox accounts do not use a separate login page or API endpoint from production. Both the web login (app.shiphero.com) and the token request (https://public-api.shiphero.com/auth/token) are the same for both production and sandbox accounts, so there’s no need to point to a different URL.

The issue you’re describing (failed login + 401 on token request) is usually caused by one of the following:

  1. Pending email verification — if registration requires confirming your email and that step wasn’t completed, the account won’t be active for login or API authentication.
  2. Provisioning delay — sometimes there’s a small lag between “registration successful” and the account being fully active, especially when created from an invite link.
  3. Malformed token request — worth double-checking that the POST includes username, password, targets /auth/token, and uses Content-Type: application/json.
  4. Typo or case mismatch in the email or password used during registration.

To review the exact status of your account, could you confirm the following?

  • The email address you registered with
  • The approximate date/time of registration
  • Whether you received and clicked the verification email
  • The request_id returned in the 401 response (if your request included one), so we can trace it in our logs

With that info, we can check the account’s provisioning status on our end and confirm whether it needs to be reactivated or have verification resent.

Best regards, Luciano!

3

Hi @lpezza,

The issue has been resolved by ShipHero Support. Thank you for your help!

Best Regards,
Kenneth

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