Troubleshooting

The QR code does not scan

Scan in good lighting, keep the code flat, and ensure the full code is visible. Try the device's standard camera application. If the print is damaged or incomplete, ask the merchant for a usable receipt link or replacement receipt.

No matching receipt is displayed

Confirm that you scanned the QR code for the intended receipt. Try once more after allowing the page to load fully. If the problem remains, contact the merchant because the QR code is linked to the merchant's sales record.

LET'S GO is not available

Check whether:

  • the purchase was made today;
  • the second calendar day of the following month has passed;
  • the receipt was voided or cancelled;
  • the receipt is assigned to consolidated submission;
  • the merchant marked it as not requiring individual LHDN submission; or
  • the receipt was already submitted.

If already submitted, use View Status. Otherwise, contact the merchant if the eligibility result appears wrong.

Receipt details are incorrect

Do not continue. The customer form cannot correct the merchant name, outlet, receipt items, quantities, prices, or totals. Contact the merchant and provide the sale code and the mismatched field.

Customer TIN cannot be validated

Check all three related values:

  • Customer TIN;
  • Identification Type; and
  • Identification Number.

Make sure the identification type matches the number and that there are no typing errors or unintended spaces. If the official information is correct but validation still fails, contact the merchant.

The page reports a submission or validation error

Record the sale code and the exact user-facing message. Do not repeatedly submit the same receipt. Rescan the QR code once to see whether View Status has become available. Contact the merchant if the error concerns receipt or invoice data.

The status remains InProgress

Wait for processing and check again through the same QR code. If it remains unchanged beyond the expected notification period, contact the merchant with the sale code, purchase date, and last checked time.

The PDF does not download

Use a current browser, allow site downloads, check the browser download list, and ensure the device has available storage. Reload once and retry. Do not repeatedly generate copies if one has already downloaded.

The browser session ended

The customer session is temporary. Rescan the original receipt QR code to start again or return to the available status/download action. You do not need a username or password.

Getting support

Contact the merchant first for receipt content, cancellation, consolidation, and buyer-data correction issues. For unresolved technical issues, email support@einvoicecloud.com and provide:

  • merchant name;
  • sale or receipt code;
  • purchase date;
  • the action being attempted;
  • the displayed status or error message; and
  • browser and device type, when relevant.

Do not send passwords, full identification documents, full TIN details, or the customer QR link in an unsecured email.