E-invoice rejected, not sent or stuck: fixes

Find the symptom below and work through the checks in order, most likely first. Most fixes need the permission Set up and send e-invoices (ZATCA); device fixes also need access to Settings.

ZATCA rejected my invoice

The chip shows ZATCA: Rejected. ZATCA checked the document and refused it, usually because a detail of the seller (your branch) or the buyer (your customer) is missing or in the wrong format.

1. Press the chip and read the messages. Each has a code, for example BR-KSA-81 or BR-KSA-44. Look the code up in ZATCA validation and rejection codes.
2. Buyer problems (VAT number, other id, address): open the customer, press Edit, correct the Tax details for invoices and the address, including Country, and press Save.
3. Seller problems (legal name, VAT number, registration, address): correct the branch in Settings → Branches.
4. Tax problems (category, rate, exemption reason): correct the rule in Settings → Taxes.
5. Back on the chip, press Correct and send as a new document. Do not issue a credit note for a rejection: the corrected document keeps the same invoice number.
6. If the amounts or lines are wrong, issue a credit note and a new invoice instead.

The invoice has no ZATCA status

The invoice of a Saudi branch shows no ZATCA chip. The branch's e-invoicing was off when the invoice was issued, so it is not an e-invoice (not required) and it is never sent later.

1. Open Settings → E-invoicing (ZATCA) and read the note in the branch's panel.
2. E-invoicing is off until this branch has a ready production device. …: onboard the production device (Set up ZATCA e-invoicing for a branch). E-invoicing then turns on by itself for new invoices.
3. E-invoicing is turned off for this branch: …: someone turned it off. Turn the switch on when the branch is ready.

The e-invoice is stuck pending

The chip shows ZATCA: Pending for a long time. The document is waiting for a device, or ZATCA has not answered.

1. On E-invoices (ZATCA), look at Problem. Waiting for an onboarded device (in the panel: no UUID and a Create and send button) means the branch's e-invoicing is on but it has no ready device. Onboard one in Settings → E-invoicing (ZATCA); waiting documents are then sent in order by themselves.
2. If the panel shows Next try … (tries so far: …) and an error such as ZATCA answered 503 or ZATCA could not be reached, ZATCA was not available. The system keeps trying. Press Send again now to try at once.
3. If the device was revoked or shows Problem, another ready device of the branch signs; without one, documents wait. Fix the device or add and onboard one.
4. After 12 hours a pending document appears in the Dashboard alert. Simplified documents must reach ZATCA within 24 hours, so act before then.

The e-invoice shows Not sent

The chip shows ZATCA: Not sent.

1. Read the messages. Codes such as BR-KSA-09 or BR-KSA-CL-04 come from the system's own check: nothing was sent. Fix the data as for a rejection and press Correct and send as a new document.
2. ZATCA refused the device credentials (401) or (403): the device certificate is expired or revoked at ZATCA. The device now shows Problem and stops signing. Renew it (Renew certificate), press Onboard again with a new OTP, or onboard a new device, then press Send again now.
3. ZATCA reports a conflict with an earlier submission (409): ZATCA already has this document. Check it in the Fatoora portal; if it is not there, press Correct and send as a new document.
4. No message, only many tries: the retries ran out while ZATCA was down. Press Send again now.

The invoice cannot be issued at a Saudi branch

• Complete the branch's details for e-invoicing first: … (Settings → Branches): complete the fields listed on the branch.
• This customer gets a tax invoice (business with a VAT number). Complete their address first: …: complete the customer's address. When the list includes country, choose the Country in the customer's address.
• E-invoices need a currency with 2 decimals; this booking is in …: the booking is in BHD, KWD, OMR or similar. Sell in SAR at that branch.

Onboarding or renewing a device fails

1. Six digits from the Fatoora portal or The OTP must be the 6 digits from the Fatoora portal: type the 6-digit OTP only.
2. ZATCA did not issue a compliance certificate (…) (the device shows Problem): the OTP is older than one hour, already used, or from another environment. A Production device needs an OTP from the real Fatoora portal; the sandbox and simulation need their own. Get a new OTP and press Request again. ZATCA's messages are listed under the steps.
3. The branch details are not ready for a certificate request: complete the branch's seller details. Add a device stays disabled while the branch card shows Complete the branch first: ….
4. A check shows a cross in Compliance checks: read its message, fix the branch details, and press Run again. Run the compliance checks first; all of them must pass means Get it cannot work yet.
5. ZATCA did not issue the production certificate (…): press Onboard, then Get it again; if it repeats, start with a new device.
6. ZATCA did not renew the certificate (…): get a new OTP with "Renew existing cryptographic stamp identifier" and press Renew again. A ready device stays ready meanwhile.
7. This device has signed e-invoices; revoke it instead of deleting it: use Revoke, then add a new device.

The total is 0.01 away from the parts (Rounding line)

This is expected with prices that include VAT. The Rounding line keeps the Amount due equal to your price; ZATCA accepts it. See How VAT is worked out, and the Rounding line.