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How to Fix “Invalid Authentication Information” Errors When Printing UPS Labels in Webgility Desktop

This article helps users resolve the “Invalid Authentication Information” error encountered when printing UPS shipping labels. It explains that this issue often results from outdated or missing UPS billing details. The guide provides steps to verify UPS registration, access the UPS Billing Center, obtain the latest invoice, update the UPS registration form with accurate invoice information, and test label printing afterward.

Overview

If you're encountering an “Invalid Authentication Information” error when attempting to print UPS shipping labels, it's often tied to issues with UPS billing information—especially after Worldwide Express (WWEX) accounts have been merged into UPS systems.

Even after re-registering with UPS, the error may persist unless the most recent billing details are provided from the UPS Billing Center. This guide walks you through how to troubleshoot and resolve the issue effectively.

Root Cause

This error typically occurs due to:

  • Outdated or missing billing information in the UPS registration form
  • Incorrect or incomplete WWEX account data during the UPS-portal integration
  • Failure to provide invoice details from the latest UPS/WWEX billing cycle

UPS label authentication requires up-to-date billing information that matches what’s on file with WWEX/UPS.

Follow these steps carefully to upgrade your UPS integration:

Step 1: Log into Webgility Desktop

  • Open the Webgility Desktop application and log in to your account.
  • Upon successful login, you may see a UPS Compliance warning window. If this window does not appear, proceed to the next step.

Step 2: Create a Database Backup

  • Before beginning the migration process, it is crucial to create a database backup. This will facilitate a smooth reversal of the migration process if needed.
  • Go to System > Database > Backup.
  • Select a location on your computer to save the backup file and click “Ok“.

Step 3: Upgrade the Webgility Desktop App to the Latest Version

  • Before proceeding with the UPS integration upgrade, it's important to ensure you're running the latest version of Webgility Desktop
  • Follow the steps outlined in this guide: How to Update Your Webgility Desktop Software to upgrade the application.

Step 4: Upgrade UPS Integration to OAuth 2.0

  1. Navigate to Connections → Shipping → Shipping Settings.
  2. Ensure the UPS Direct box is checked, then click Save & Continue.
  3. Review your UPS account details displayed in the new window, then click "Sign in with UPS Direct". This will open a browser window for UPS authentication.
  4. Login with your UPS Direct account credentials (your UPS.com username and password).
  5. Upon successful migration and authentication with UPS, you will see a success window in Webgility Desktop confirming the upgrade.
  6. Close the success window, then click Save and Close in the Shipping Settings to confirm the changes.