Troubleshooting
I cannot sign in
Check the merchant code and username. Confirm that the account is active and the email address has been verified.
I cannot see the expected transaction
Confirm the signed-in merchant account, outlet, document type, date range, and filters. Select Reset and search again if necessary.
A document cannot be submitted
Check that required header, customer or supplier, line, tax, classification, currency, reference, and total information is complete. Review any validation message before changing the document.
A CSV import cannot be validated
Confirm that the file was prepared from the current document template and saved as CSV or TXT. Do not rename required columns. Check the customer or supplier identifier, outlet, document number, dates, numeric values, classification, tax type, UOM, and country or state codes reported by the validation results.
Use Clear & Start Over before uploading a corrected file when the previous import session should be discarded.
A submission failed
Open the document's submission details and support or activity log. Correct the source or configuration issue when the console permits. Do not repeatedly resubmit without understanding the failure.
Use Check Status before resubmitting a document that may still be processing. Use Resubmit only for an eligible failed or invalid document after the underlying problem has been corrected.
An integrated upload is missing
Confirm the signed-in merchant account and outlet, then check whether the integration used the correct merchant credential and document type. Coordinate with authorized integration personnel without sending client secrets.
Contact support
Email support@einvoicecloud.com. Include:
- Merchant name and merchant code
- Your username, but never your password
- Outlet and document number where relevant
- Document type and date
- The exact sanitized error message
Never send passwords, client secrets, tax identifiers, personal information, or complete production transaction files by email.