E-invoicing troubleshooting
The messages you may meet in E-invoicing, what they mean and how to fix them.
Messages and fixes
| Message | What it means | What to do |
|---|---|---|
| 'E-invoicing is switched off for this company.' | The master switch is off | Turn it on in Configuration > Settings, or use Start with the sandbox |
| 'Binding a credential needs the custodian role.' | You lack einvoicing.secret | Ask a custodian, or have the permission added |
| 'This record changed since you opened it. Reload it and try again.' | Someone saved first | Reload and repeat the change |
| 'Buyer electronic address (endpoint) is required by UAE PINT AE - business.' | A business customer has no endpoint | Add a Partner endpoint, then Validate again |
| 'Line 1 is zero without an exemption reason.' | A zero-rated line has no reason | Add the tax exemption reason on the line |
| 'Fix the validation issues first; nothing is sent while the submission is blocked.' | The submission is blocked | Read the Issues tab, fix and Validate again |
| 'This invoice was legally issued; it is corrected by a credit note, not rebuilt.' | Rebuild is refused on an issued document | Use Correct by credit note |
| 'Seller CRN 'AB123' is not a 10-digit commercial registration number.' | Saudi seller detail is wrong | Fix it in Settings |
| 'Buyer postal code is required by KSA ZATCA standard tax invoice (clearance).' | The buyer address is incomplete | Add the address on the Partner endpoint |
| 'No active e-invoicing profile matches this invoice's country, customer type and date.' | No profile applies | Activate a profile for the country, customer type and date |
| 'INV-0042 was sent for e-invoicing as EIN-000017; it cannot be reversed. Issue a credit note to correct it.' | A sent invoice cannot be reversed | Issue a credit note |
| 'Somebody other than the person who prepared this onboarding must approve it.' | You prepared it and tried to approve it | Ask another approver |
| 'Somebody other than the person who prepared this configuration must approve it.' | You cannot review or activate your own provider or profile | Ask another approver |
| 'Blocked pending the authority's or provider's acceptance evidence.' | Production evidence is missing or shorter than 10 characters | Enter the evidence on the onboarding |
| 'Blocked pending a certified production profile that passed its conformance run.' | The production profile is not certified | Tick Certified, add evidence, run conformance |
| 'A production signing key needs the authority's certificate, not a self-signed one.' | The key is self-signed | Bind the authority's certificate |
| 'An active onboarding is not edited; suspend it first.' | You edited an Active onboarding | Suspend it first |
| 'The sandbox provider is only ever a test environment.' | Sandbox set to Production | Use another provider kind |
| 'The provider's address must be on its reviewed allowlist.' | The host is not allowed | Add the host name to Allowed hosts |
| 'Enter the one-time password from the Fatoora portal.' | A ZATCA CSID request had no password | This request is available through the system interface only; ask your administrator |
| 'Downloading e-invoice evidence needs the auditor or operator role.' | You can read but not download | Ask for einvoicing.audit or einvoicing.operate |
| 'The document declares a DOCTYPE or entities, which is never accepted.' | A received file is unsafe | Ask the supplier to resend a clean file |
| 'Choose a product for line(s) 2, or set the fallback product in settings.' | A received line matches no product | Set the fallback product in Settings |