Unable to weigh a package using the PitneyShip Cube with the PitneyShip mobile app

Learn how to resolve package weight not showing up in the PitneyShip mobile app when using the PitneyShip Cube.
Products Affected: PitneyShip™ Cube, PitneyShip™ mobile app


Package weight is not showing up in the PitneyShip mobile app when weighing a package.


  • Your PitneyShip Cube may not be on.
  • Your PitneyShip Cube is no longer connected to Wi-Fi.
  • The scale needs to be zeroed.


Solution 1: Make sure the packing material is removed from the scale

Make sure the protective scale spacers have been removed from the scale.
Removing the protective scale spacers

Solution 2: Verify that your PitneyShip Cube is plugged in and turned on

  1. Check the device and make sure the power cord is connected to the PitneyShip Cube and is plugged into a power source.
    Connecting to power source
  2. Tap the power button on the front of the PitneyShip Cube to turn the device on.
    Press power button
  3. To verify your PitneyShip Cube is connected, tap More > Printer Options.
  4. If the status is showing as Not Connected, tap Connect.

Solution 3: Verify your PitneyShip Cube is connected to Wi-Fi

Make sure that your phone and the PitneyShip Cube are both connected to the same Wi-Fi network.

  1. Short press the Wi-Fi button on the back of the PitneyShip Cube to print out network details.
  2. Verify the ESSID matches the network your phone is connected to.

Solution 4: Reconnect your PitneyShip Cube to your Wi-Fi network

  1. Long press the Wi-Fi button located on the back of the PitneyShip Cube to enter pairing mode. When the LED flashes white, it is in pairing mode.
    WiFi button on the PitneyShip Cube

From the PitneyShip mobile app:

  1. From the Home screen, tap More > Printer Options.
  2. Tap Connect.
  3. Tap Try Again on the "Unable to connect to PitneyShip Cube" error message.
  4. Tap Join on the "PitneyShip™" Wants to Join Wi-Fi Network "PitneyShip Cube"? pop-up message.
    PitneyShip would like to join the PitneyShip Cube network pop up window
  5. Select your Wi-Fi network from the list of available networks.
  6. Enter your Wi-Fi network password.
  7. Tap Connect.

Your PitneyShip Cube should now be connected to Wi-Fi.

Solution 5: Zero the scale

Before performing the following steps, remove the package or item from the scale. Make sure the scale is on a flat and level surface. If the scale is sitting on the same surface as an object that causes vibration, like a fan, this vibration may affect the accuracy of the scale weight.

If you are creating a shipping label, tap Zero Scale next to the weight field. Additionally, you can zero the scale by going to the About Device screen.

  1. Tap More > About Device.
  2. Tap Zero Scale.

The scale will now zero out the weight.

UPDATED: May 10, 2024