Solutions to frequently encountered problems when using Distru Labels.
API Key & Sync Updates
I just created/updated something in METRC but don't see it in Distru Labels yet:
Distru Labels syncs with METRC every 3 minutes. If you've just made a change in METRC, wait a few minutes and refresh Distru Labels to see the updated information.
I regenerated my API key in METRC and now Distru Labels isn't working
If you regenerate your METRC API key, you must update it in Distru Labels as well. The old key is immediately invalidated when a new one is generated.
Solution: Go to your Distru Labels settings and enter the new API key.
I can't create a new account — it's rejecting my API key during setup
Distru Labels validates that each METRC API key is only used by one account. If you're blocked from creating an account at the API key step, it means someone in your company has already created a Distru Labels account using that API key.
Solution: Check with your team to find out who created the account. They can add you as a user or share account access with you. Using a company-wide API key means you should also have a shared company account.
My product was retested but the label is still showing old test results
Distru Labels syncs test results from METRC every 3 minutes. Make sure:
Enough time has passed for the sync to occur.
You're pulling data from the correct package in METRC.
The new test results were properly entered in METRC.
Remember: Distru Labels only displays test results that exist in METRC—we can't access data that hasn't been uploaded there.
I have the right permissions but my data isn't syncing?
Double check you're using the current company wide API key from an admin with the right permissions. If so, check:
that you're using the same API key. Sometimes API keys are re-generated. If they are the new API key needs to be added.
if regenerating the API Key solves this problem
I have the right permissions but I can't generate MRIDs?
Double check you're using the current company wide API key from an admin with the right permissions. If so, check:
that you're using the same API key. Sometimes API keys are re-generated. If they are the new API key needs to be added.
if regenerating the API Key solves this problem
Generating METRC Retail IDs (MRIDs)
I can't generate MRIDs. What's wrong?
1. API Key Permissions
Your METRC API key should be a company-wide key with the highest level of permissions available.
If you used your personal API key instead: You need the correct employee permissions in METRC. Go to Admin > Employees in METRC. If you don't see this menu, ask your Manager to complete this step for you. You need Product Labels - Manage and Packages - Manage access enabled for your employee account.
For company-wide keys: Verify the API key has permission to manage Product Labels for every license you want to use in Distru Labels.
2. Insufficient MRID Credits (State-Dependent)
If you're in a state where METRC charges for Retail IDs (primarily New York), you need a positive credit balance.
How to purchase credits: Go to METRC Portal > Admin > Tag Orders to purchase more Retail ID credits.
⚠️ Important: Each credit/tag is assigned to a specific license and cannot be moved to a different license later. Make sure you're purchasing credits for the correct license.
3. Package Has Been Transferred
You cannot generate Retail IDs for a package that has already been transferred out of your facility. The package must still be in your possession.
4. Parent Package Has Zero Quantity
The parent package must have available quantity (not 0) to generate MRIDs.
Why this happens: When you create child packages, they deduct quantity from the parent package. If you've broken down the entire parent package, the parent will show 0 quantity.
Solution (The "Undo" Workflow): You must generate Retail IDs BEFORE breaking packages down. If already broken down, you must reverse the breakdown in METRC using these steps:
Locate the Parent Package in the Inactive tab and click Unfinish.
Locate the Child Packages and click Discontinue to return their inventory to the Parent.
Generate the MRIDs on the replenished Parent Package.
Re-create the final Child Packages and Associate the labels.
5. Package Doesn't Have a Passed Test Result
METRC requires packages to have passed test results before Retail IDs can be generated. Verify that test results have been uploaded and marked as passed in METRC.
6. Parent Package already has Retail IDs
If a package (or its parent) already has a generated Retail ID flag, you will be unable to generate new IDs. This is the case even if the child package has a new Certificate of Analysis (COA).
The package is currently locked out from generation. This means the intended solution is Association, not Generation.
If Association is failing, the only way to remove the "IDs Generated" flag is to have METRC support intervene to clear the historical data lock.
Test Results & Lab Data
Test results are showing "N/A" on my labels even though I have a COA Distru Labels pulls test results directly from the package data in METRC, not from COA PDF files.
Solution: Log into METRC and verify the test results are entered correctly on the package. Double-check that you're selecting the correct property in your label template.
The test results have too many decimal places (more than 2) Distru Labels displays test results exactly as they appear in METRC. If test results show more than 2 decimal places, that's how the data was entered in METRC.
Solution: If you need to change decimal precision, update the test results directly in METRC or edit the data in the source system before it's uploaded to METRC.
I don't see Delta-9 THC as an option While some systems generalize "THC," METRC tracks Delta-9 THC and Total THC as separate fields.
Solution: Log into METRC and verify the specific naming conventions used in your state's data upload. Ensure you are selecting the property (e.g., "THC," "Delta-9 THC," "Total THC," or "THCA") that matches the data required on your final label.
Still Having Issues?
If you've checked all the relevant solutions above and are still experiencing problems:
Verify your METRC API key is active and has the correct permissions.
Confirm the data exists correctly in METRC (not just in your COA PDFs).
Wait at least 3 minutes after making changes in METRC for the sync to complete.
Contact Distru support with specific details about the package and error you're encountering.
Remember: Distru Labels reads data from METRC—it doesn't modify METRC package data. Retail IDs generated on a package in Distru Labels will be available in METRC.