Why you're seeing an error message
Error messages typically appear when some information is missing or incorrect, preventing the system from processing your delivery. Below are the most common issues and how to resolve them.
Common errors and how to fix them
Error message | What it means / How to fix it |
Invalid email or password | Check your login details. If needed, click "Forgot Password?" to reset it. |
Invalid email format | Ensure the email entered in delivery details follows the correct format (e.g., |
Invalid phone number | Include the full number with country code (e.g., |
Unclear or unrecognized address | Add more details—building/block number in the address field, floor/door info in the comments. You may be prompted for a phone number to help the courier. |
Location out of range / No couriers available | Happens when the package size isn't supported in the area or the location is outside Stuart's zones. |
Promo code or coupon issue | Recheck the code for typos. If the code has expired (over 30 days old), it can't be used. |
Distance not allowed | The delivery distance exceeds what's allowed for the selected package size. Choose Medium, Large, or Extra Large for longer distances. |
Payment declined | Try a different card, switch browsers or use Incognito mode. If on the web, try using the mobile app instead. |
"Oops! Something went wrong" | This could be caused by one of the above issues, or appear without warning. Contact support via chat if unsure. |
General troubleshooting steps
If you're not getting a specific error but your Dashboard or App isn’t working:
Check your internet connection.
Try a different browser (preferably Chrome or Safari).
Refresh the page. If that fails, try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R).
For the mobile app:
Ensure you have the latest version installed via your device’s app store.
If issues persist, try uninstalling and reinstalling the app.
How to clear your cache and cookies
If errors persist, clearing your browser cache and cookies can help. Here’s how to do it for the most common browsers:
Google Chrome
Click the three dots in the top right > More Tools > Clear browsing data
Select a time range, then tick Cookies and site data and Cached images and files
Click Clear data, then restart your browser and log in again
Microsoft Edge
Click the three dots > Settings > Privacy, search, and services
Under Clear browsing data, click Choose what to clear
Select Cookies and other site data and Cached images and files, then click Clear
Mozilla Firefox
Click the menu (☰) > Settings > Privacy & Security
Scroll to Cookies and Site Data > Clear Data
Select both options, then click Clear
Internet Explorer
Click the gear icon > Internet Options > Browsing History > Delete
Select Temporary Internet files and Cookies, then click Delete
If you're unsure, reach out to our support team via live chat - we’ll help you figure it out.