Why does the "Welcome to DHL" form appear in the DHL24 system?
The "Welcome to DHL" form is a mandatory element for activating DHL eCommerce services. It is required to use DHL24 and the API. It appears, among other instances:
- after signing a new contract,
- with each subsequent contract,
- if the form has not been filled out previously.
Its purpose is to collect or update key payer data.
Can I send shipments without filling out the form?
Such use of the application is blocked until it is filled out.
Until then:
- it will display a message with a link to the form,
- it will not allow full access to services and the API.
Who can fill out the form?
Only a user whose login is the email address provided when signing the contract along with the assigned payer client number. If you do not have such permissions:
- you will see a message about lack of access,
- you will not be able to fill out the form (it will not be visible to you).
Where and when does the form appear?
The form will appear:
- at the first login after signing the contract,
- when there is a need to complete or update data,
- on the DHL24 account registered with the email provided in the contract.
What should I do if I cannot submit the form?
The system will prevent you from submitting the form if:
- you do not complete the required fields,
- you do not check the necessary consents (checkboxes),
- you provide incorrect data (e.g., email address, account number),
- you omit the PLN account number or e-invoice data.
The system will highlight problematic fields and display information on what needs to be corrected.
Tip: If the problem persists, please contact the helpdesk using the form available at:
https://dhl24.com.pl/pl/pomoc-techniczna/bledy.html#contact
What happens if I do not fill out the form?
Not filling it out means limitations:
- no ability to send shipments via DHL24 or the API (integrations),
- no access to administrative functions. What happens after successfully submitting the form?
What happens after successfully submitting the form?
- The account becomes fully active,
- The user receives a confirmation of submission,
- The data is saved in the DHL eCommerce system.
Is the form available in other languages?
The form and messages are also available in English. The language used on DHL24 can be changed by selecting EN/PL in the upper right corner of the page.
Can I interrupt filling out the form and return to it later?
You can interrupt filling out the form and return to it the next time you log in – if it has not been sent yet. In that case, follow the messages that appear on the page.
Note: The data you entered will not be saved automatically, you will have to enter it again.
Does the form need to be filled out separately for each contract?
Each new/subsequent contract requires the form to be completed again.
Are the data from the form visible to other users of the account?
Only users logged into the account whose email address is the same as the one provided in the contract have access to the form.
How long does activation take after submitting the form?
What data from the form goes to DHL eCommerce?
DHL eCommerce only receives the data necessary for contract fulfillment and the service provision, i.e. data entered in the "welcome to DHL" form:
- e-mail address for e-Invoice,
- bank account numbers,
- company branch data.
Can the form be filled out on a mobile device?
Yes, the form is responsive and also works on tablets and smartphones, but for the best convenience and full functionality, we recommend filling it out on a computer.
Why is the form not visible after logging in?
Possible reasons:
- you are logging in with an account that does not have permissions to manage the contract (is not linked to the payer),
- the form has already been submitted,
- your contract does not require data completion at this moment.
Can I change the data after submitting the form?
The data indicated in the form can be changed by filling in the appropriate applications in the My applications section on DHL24.
Is providing an e-mail address for sending invoices required?
You must provide at least one e-mail address. It is mandatory to be able to use this service.
If I have previously provided an e-mail address for sending e-invoices, do I have to provide it again in connection with another contract?
If you want to receive invoices to the same e-mail address, you must provide it again when filling in a new form.
If you want to add additional addresses, you must enter them in the following fields.
What is the maximum number of email addresses I can add for the e-invoice?
The system allows you to add a maximum of 15 email addresses to an e-invoice.
What are the email address validation rules in the e-invoice form?
If you enter an email address containing disallowed characters (e.g., missing the "@" symbol, Polish characters, missing a dot), a message will appear informing you of the incorrect email format.
To avoid errors, make sure the entered address has the correct format.
Why is the "Add another address" button inactive?
The "Add another address" button will be active only after correctly filling out the first email address field. If the field is empty or contains an incorrect format, the button will not be available for clicking.
How can I add another email address for the e-invoice?
To add another email address:
- Enter the correct address in the first field.
- Click the "Add another address" button.
- Enter the new email address.
The system allows adding multiple email addresses until the limit of 15 is reached.
What happens if I remove one of the added email addresses?
After removing an email address, the system will allow you to send the form only with the filled-out data. Empty fields will be automatically removed, and the form will contain only the email addresses that have been correctly saved.
What happens if I provided an incorrect email address for the e-invoice?
If you provided an incorrect email address, the system will send the e-invoice to that address. To update the data or manage access, refer to the instructions available at this link:
DHL eBilling.
Is the field for the PLN bank account number required?
The field with the PLN bank account number is mandatory. If it is not filled in, the system will display an appropriate message.
Can I enter a bank account without the PL prefix?
The PLN account has an automatically completed PL prefix, which is mandatory. For other currencies (e.g. EUR, CZK), the prefix must be compliant with SEPA requirements and must be provided independently along with the bank account number.
What does a PLN bank account number look like?
The PLN account number will be displayed with underscores and the appropriate section division. Example: 12 3456 7890 1234 5678 9012 3456.
What happens if I paste a PLN account number with a prefix?
The prefix will be automatically removed by the system, and the account number will be displayed with the appropriate division.
How will the system react to a PLN account number without a prefix?
The system will add the PL prefix and display the number with the appropriate division.
What are the consequences of providing an account number of incorrect length?
If the account number is too short or too long, the system will display a message informing you of the error.
How does the "I declare no deductions" checkbox work?
After checking the checkbox, the field for entering the account number will become inactive, and you will not be able to enter data.
What happens if I do not check the appropriate checkboxes for currencies other than PLN?
The system will display a message informing you that you need to check the appropriate options to add accounts in other currencies.
What prefixes are accepted for account numbers?
- For accounts in BGN currency: prefixes BG or PL
- For accounts in HUF currency: prefixes HU or PL
- For other currencies, the system will return an error if the prefix is incorrect.
What if I enter an account number with an incorrect prefix?
In the case of an incorrect prefix, the system will return the error "Incorrect prefix".
What are the effects of extra spaces in the pasted account number?
The system will remove unnecessary spaces during data transmission, but the spaces will remain visible in the form in the exact format in which they were entered. This rule applies only to the PLN account number field.
Can I change the account number after submitting the form?
Account numbers can be managed by submitting requests in the "My Requests" section in DHL24.
Can I manage the account number after submitting the form?
After submitting the form, the account number can be edited in the My Applications section in the DHL24 system.
What happens if the account number already exists in the DHL eCommerce system?
After submitting the form, the system will update the account number to the new one.
Can I add more than one branch?
The form allows you to add any number of branches. Each branch must be added separately, filling in the required data. If another contract is signed, the previous branches remain active and there is no need to enter their addresses in the form.
Are all fields in the branch form mandatory?
Each field marked as mandatory must be completed in order to save the branch data.
Can I edit branch data after adding it?
Until the form is sent, you can edit the data of each added branch.
After sending, editing will be possible by sending the application Edit company data Change of address under branch customer number in the My applications section in DHL24.
Can I delete an added branch?
Before sending the form, you can remove any branch by clicking the trash can icon next to the entry. However, you cannot remove a branch that has already been set up in the system.
What data is required when adding a branch?
Depending on the form configuration, this may include: branch name, address, phone number, email address, and contact person details.
Can I provide the same address for several branches?
It is possible, but we recommend that the branch data differ from each other - e.g. in name - to facilitate their later identification and operational support.
Can I skip adding a branch?
If you do not have any branches, check the "I do not have any branches..." box to proceed without adding them.
What happens if I do not fill out the branch data and try to save?
The system will indicate the mandatory fields to be completed. It will not be possible to save the branch without filling them out or checking the option "I do not have branches...".
Can I copy data from one branch to another?
It is not possible to copy data between branches. Each branch must be entered manually.
Does checking the "I do not have branches..." box remove branches previously saved in the DHL eCommerce system?
Branches previously saved in the system remain active and continue to function. Signing another contract does not affect existing branch data in the system.
If I already have a branch in DHL eCommerce, do I need to provide it again in the form?
Do not enter the data again in order to avoid duplicate branch data in the system. In the form, only provide the data of the new branches you want to create.
If you want to update the data of an existing branch, select the appropriate application for this in the My applications section in DHL24.
How can I manage branches after submitting the form?
After submitting the form and recording the data in the DHL eCommerce system, you can manage branches in the "My Requests" section. It is possible to add a new branch, edit and close an existing one.
