Troubleshooting

I cannot sign in

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

My verification link does not work

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

I cannot see a merchant

The Merchant page shows merchant accounts assigned to the signed-in reseller. Confirm that the merchant is assigned to the correct reseller.

TIN validation fails

Review the TIN, BRN, merchant name, identification information, and country selection. If the information is correct but validation continues to fail, record the sanitized error text and contact AECloud Support.

A merchant integration stopped working

Confirm whether an API credential or LHDN environment setting was recently changed. Do not send credentials through email or a support ticket.

Contact support

Email support@einvoicecloud.com. Include:

• Your reseller code
• Your username, but never your password
• The affected merchant name and merchant code
• 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.