Login Issues
Help with signing in to Online Label Print and the Label Print App.
This page covers the login screen of the application. If you are integrating via the REST API and getting 401 responses for your JWT token, see API Issues instead.
The login screen asks for three values
| Field | What to enter |
|---|---|
| User ID | Your DPD customer/user number, from the access data DPD sent you |
| Login | Your login name — not your e-mail address |
| Password | Your password |
The single most common cause of a failed login is entering the e-mail address in the Login field. The e-mail address is only used for password recovery.
"Incorrect User ID, Login or Password"
The login screen shows this same message for every failure. It appears when the credentials are wrong, but also when the application cannot reach the server, or when the account has been deactivated. Do not assume the password is wrong — work through the list below in order.
1. Check what you typed
- All three fields are filled, and Login is not your e-mail address
- No leading or trailing spaces (this happens easily when values are pasted)
- Caps Lock is off — the password is case-sensitive
- If the fields filled themselves in, clear them and type the values manually. The application remembers previously used User ID → Login pairs to offer them as suggestions, and an old pair can be filled in automatically.
2. Check the connection
If the server cannot be reached, you may also see the message "Cannot connect to the server. Please check your connection and try again."
- Online Label Print: confirm you can reach https://label-print.dpd.ch/login and that no proxy or firewall is blocking it.
- Label Print App: the application needs its local backend running as well as an internet connection. Close the application completely, start it again, and wait for the start page to load before signing in. If the browser shows an error page rather than the login screen, the backend did not start — contact support.
3. Check the password itself
Use Forgot password? on the login screen to set a new one (see below).
4. If none of that helps
Your account may be deactivated or your access may have been revoked — the login screen cannot tell you this. See Contact & Support.
Forgot password
Click Forgot password? on the login screen. You can identify yourself in two ways:
| Option | What you enter |
|---|---|
| ID + Email | Your User ID and the e-mail address stored on the account |
| ID + Login | Your User ID and your login name |
A recovery link is then sent to the e-mail address stored on the account. The message "Reset successful" confirms the link was sent.
"Incorrect ID or Email" / "Incorrect ID or Login"
The two values do not belong to the same account.
- Check the User ID against your DPD access data
- The e-mail address must be the one stored on the account, not a personal or shared mailbox you also use. If you are not sure which address that is, use the ID + Login option instead.
- If neither combination is accepted, contact support to have the e-mail address on the account confirmed.
No recovery e-mail arrives
- Check the spam/junk folder
- Ask whether your mail system quarantines external links
- Request the link again — an older link may already have been used or expired
Setting the new password
Open the link from the e-mail and enter the new password twice.
| Message | Meaning |
|---|---|
| "The two passwords do not match!" | The two fields differ — retype both rather than pasting |
| "Password saved" | Success — return to the login screen and sign in with the new password |
If the link no longer works, request a new one with Forgot password?. Recovery links are single-use and time-limited.
Activation code
On first use, the installed application may need an activation code before you can log in. The code is in the e-mail DPD sent you. Choose the Account activation tab on the login screen, enter the code, and click Activate.
| Message | Cause | What to do |
|---|---|---|
| "This activation code has expired" | The code is no longer valid | Request a new activation code from support |
| "Invalid activation code format" | The code was mistyped or incomplete | Re-enter it exactly as written in the e-mail, without extra spaces |
| "Connection error. Please check your internet connection and try again." | The application could not reach the DPD server | Check the internet connection, proxy and firewall, then retry |
| "Failed to save configuration. Please try again or contact support." | The code was accepted but the configuration could not be stored | Retry once; if it repeats, contact support |
| "Activation failed. Please contact support or try again." | Unexpected error | Retry once, then contact support |
After "Activation successful" the screen returns to the normal login form.
You are logged out unexpectedly
The application renews your session in the background while you work, roughly half an hour before it would expire. If the renewal cannot happen, you are returned to the login screen and unsaved work in an open form is lost.
Common reasons:
- The computer went to sleep, or the laptop lid was closed. The renewal is scheduled inside the browser tab and can be missed while the machine is suspended.
- The browser tab was suspended or discarded to save memory — common when the tab sits in the background for a long time.
- The connection dropped at the moment of renewal.
- Your access was revoked, or your password was changed elsewhere.
What helps
- Save your work in the shipment wizard before leaving the machine for a long time
- Keep the Label Print tab in the foreground, or reload it when you come back
- Simply log in again — this is expected behaviour, not a fault, unless it happens repeatedly within a working session
If you are logged out every few minutes, report it to support.