Troubleshooting

I cannot sign in

Check that the distributor code and username are correct. Passwords are case-sensitive. If the account is disabled or the username is not recognized, contact your distributor administrator or AECloud Support.

My email verification link does not work

A verification link may be invalid or expired. Request a new verification email or contact AECloud Support.

I cannot see a reseller

The Reseller page shows only resellers linked to the signed-in distributor. Confirm that the reseller was created under the correct distributor.

I cannot see a merchant

The Merchant page shows merchant profiles associated with the distributor's resellers. Confirm that the merchant is assigned to the correct reseller.

I cannot change a merchant setting

Distributor users are not authorized to manage merchant subscriptions, LHDN configuration, outlets, or transaction records. Contact the responsible reseller, merchant administrator, or AECloud Support.

Contact support

Email support@einvoicecloud.com. Include:

• Your distributor code
• Your username, but never your password
• The affected reseller or merchant name
• A description of the problem
• The exact error message, with confidential information removed

Never send passwords, client secrets, tax identifiers, personal information, or production transaction data by email.