[Skip to main content](#vessel-content) # Existing user unable to choose alternate shipping method ## - **[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")** - [![concertodesigns's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Topic Author - [ Offline](/forum/user/78565-concertodesigns) Less More - Posts: 8 - Thank you received: 0 - - 2 years 6 months ago [\#360527](#360527) by [concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile") *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360527 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* was created by *[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")* -- url of the page with the problem -- : [ greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show](https://greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show) -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86555 - Thank you received: 14304 - - 2 years 6 months ago [\#360534](#360534) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360534 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* Hi, The Canada Post shipping plugin requires the city name, the state, the post code and the country to be filled/selected in the address. What you're describing probably means that the addresses of the old users are missing at least one of these. For example, if the country field had been unpublished in the past, the users would have had addresses without a country selected. If you published that field later on, then the new users would have the country properly selected. I would recommend comparing the old addresses and the new addresses in the hikashop_address table in your database via PHPMyAdmin. It should allow you to find what's missing. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")** - [![concertodesigns's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Topic Author - [ Offline](/forum/user/78565-concertodesigns) Less More - Posts: 8 - Thank you received: 0 - - 2 years 6 months ago [\#360569](#360569) by [concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Replied by *[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360569 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* That's the weird thing - 2 test users have identical addresses, but only one (Flopsy Cottontail) can see the Canada Post option. From the hikashop_address table: "2","5","shipping","Mr","Peter",NULL,"Rabbit",NULL,"31 Dunsmoor Road",,"N6K1T6","London","6125944495",NULL,NULL,"state_Ontario_862",NULL,"1",NULL,"1" "34","23","shipping","Mrs","Flopsy",NULL,"Rabbit",NULL,"31 Dunsmoor Road",,"N6K1T6","London","6125944495",NULL,NULL,"state_Ontario_862",NULL,"1",NULL,"1" The 'address_country" field is set to NULL for everyone and there seems to be no way to add it via the backend customer UI. -Alan Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86555 - Thank you received: 14304 - - 2 years 6 months ago [\#360572](#360572) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360572 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* Hi, Then, what if you enter the value country_Canada_38 for the address_country column of these entries in the hikashop_address table ? Does it help ? Also, if the country field is missing, it means that it has been disabled in the Display>Custom fields menu. So you could try activating it, and then editing the addresses and filling it with that field. If nothing helps or if we can't move forward with all this, we would have to directly look at the situation with a backend access, a FTP access and a PHPMyAdmin access. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")** - [![concertodesigns's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Topic Author - [ Offline](/forum/user/78565-concertodesigns) Less More - Posts: 8 - Thank you received: 0 - - 2 years 6 months ago [\#360587](#360587) by [concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Replied by *[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360587 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* I added the country_Canada_38 directly to the field and I enabled the country field for both front- and back-end. Same result... un/pw: support2024 Support2024! [ greenwoodtoolsupply.ca/administrator/](https://greenwoodtoolsupply.ca/administrator/) I can send you sftp/cPanel access via email. Thank you! -Alan Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")** - [![concertodesigns's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Topic Author - [ Offline](/forum/user/78565-concertodesigns) Less More - Posts: 8 - Thank you received: 0 - - 2 years 6 months ago [\#360588](#360588) by [concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Replied by *[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360588 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* What email address should I use? Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86555 - Thank you received: 14304 - - 2 years 6 months ago [\#360590](#360590) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360590 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* Hi, Please go through our contact form and don't post credentials on a public forum: [ www.hikashop.com/support/contact-us.html](https://www.hikashop.com/support/contact-us.html) Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")** - [![concertodesigns's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Topic Author - [ Offline](/forum/user/78565-concertodesigns) Less More - Posts: 8 - Thank you received: 0 - - 2 years 6 months ago [\#360610](#360610) by [concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Replied by *[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360610 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* Done! Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86555 - Thank you received: 14304 - - 2 years 6 months ago [\#360617](#360617) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#360617 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* Hi, Thanks. So, I looked into it, but I'm not able to reproduce the problem. To me there is no difference regardless of user a new or previous user. However, I did find a problem: [ i.imgur.com/sqmjXGj.png](https://i.imgur.com/sqmjXGj.png) This error message indicates that the dimensions sent to CanadaPost's API should have 0 or 1 digit: [ www.canadapost-postescanada.ca/info/mc/b...getrates/default.jsf](https://www.canadapost-postescanada.ca/info/mc/business/productsservices/developers/services/rating/getrates/default.jsf) But the shipping plugin is sending dimensions with 0 or 2 digits and in your case 2 digits. And because of this, CanadaPost can't return any rate. I've made a patch in the plugin on your website and changed the code: Code: <length>'.$package['x'].'</length> <width>'.$package['y'].'</width> <height>'.$package['z'].'</height> to: Code: <length>'.round($package['x'],1).'</length> <width>'.round($package['y'], 1).'</width> <height>'.round($package['z'],1).'</height> in the file /plugins/hikashopshipping/canadapost_adv/canadapost_adv.php and it has fixed this error. Then, I do get the shipping methods displayed: [ i.imgur.com/IuqZSgH.png](https://i.imgur.com/IuqZSgH.png) Even though I'm still using an old user account with the old address. So I think that this decimals issue is your problem, not the addresses. I'll send a report about this patch to the developer of this plugin so that the patch can be incorporated in the plugin. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")** - [![concertodesigns's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Topic Author - [ Offline](/forum/user/78565-concertodesigns) Less More - Posts: 8 - Thank you received: 0 - - 2 years 5 months ago [\#361336](#361336) by [concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile") Replied by *[concertodesigns](/forum/user/78565-concertodesigns "View concertodesigns's Profile")* on topic *[Existing user unable to choose alternate shipping method](/forum/28-shipping-methods/908077-existing-user-unable-to-choose-alternate-shipping-method#361336 "-- url of the page with the problem -- : greenwoodtoolsupply.ca/my-cart/checkout/checkout/layout-show -- HikaShop version -- : 5.0.4 -- Joomla version -- : 4.4.4 -- PHP version -- : 8.1 -- Browser(s) name and version -- : FF 124.02 Hello: We have 2 shopping methods: Canada Post adv Manual (free shipping) New users who register via Hikashop can see/select either method. Existing users only see the free shipping method - the Canada Post option is not displayed. I tried ACL combinations of user groups etc. - nothing changes. I confirmed that existing users have a Canadian address - a new user with the same address see both options. Any ideas would be really helpful! Regards, Alan")* I apologize for the late response - thank you very much! All seems good now. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL3NoaXBwaW5nLW1ldGhvZHMvOTA4MDc3LWV4aXN0aW5nLXVzZXItdW5hYmxlLXRvLWNob29zZS1hbHRlcm5hdGUtc2hpcHBpbmctbWV0aG9kP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. 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