Troubleshooting

In this section, you will find solutions to the most common issues users may face while using xpressifi. These guidelines will help you quickly identify and resolve problems, ensuring your app experience is as smooth as possible.

Orders Are Not Generating Documents

If your orders are not automatically generating documents, follow the steps below to resolve the issue:

1. Check Order Status:
   • Ensure that the orders are in the "Paid" status. Only paid orders will automatically generate invoices.
2. Verify Connection Credentials to InvoiceXpress:
   • Check that your account_name and api_key are correct in the app settings.
   • Incorrect credentials will prevent communication between xpressifi and InvoiceXpress.
3. Check InvoiceXpress Plan Limits:
   • Confirm that your InvoiceXpress plan has not exceeded its document generation limit for the current period (monthly or annual).
   • If the limit has been reached, no new invoices will be generated until the period renews or the plan is upgraded.
4. Check SKU Usage on Invoices:
   • Verify if you have any features enabled that uses SKUs on the invoices.
   • Ensure all products and variants sold have a defined SKU. Missing SKUs will result in invoice generation failure.

Intra-EU Sales with Default Exemption Reason

If you made an intra-EU sale and the default exemption reason was used, follow the steps below to resolve the situation:

1. Activate the EU Company Exemption Reasons Feature:
   • Ensure that the EU Company Exemption Reasons feature is enabled in the app preferences.
   • This feature allows specific exemption reasons for intra-EU transactions to be used.
2. Confirm Inclusion of VAT Number in the Invoice:
   • Check that the customer's VAT number is correctly included in the issued invoice.
   • If the VAT number is missing, the issue may be with capturing the VAT number correctly during the checkout process.
3. Validate VAT Number with VIES:
   • Use the online validation service VIES to confirm the validity of the provided VAT number.
   • If the VAT number is deemed invalid, the app will use the default exemption reason defined.

Invoice Emails Are Not Being Sent

Some users report that, despite having activated the Email Document Delivery feature, customers are not receiving invoices via email as expected. This issue can impact efficient communication with customers and document management.

Solutions for Invoice Emails Not Being Sent

1. Verify Email Preferences:
   • Email Logo:
     • Ensure that the "Use the logo defined in InvoiceXpress for email" option is correctly configured.
     • Remember that this feature requires an active InvoiceXpress plan.
   • Email Subject and Body Templates:
     • Confirm that the email subject and body templates are correctly filled and do not contain errors that could prevent sending.
2. Confirm Feature Activation:
   • Go to the issuance preferences and ensure that the Email Document Delivery feature is enabled.
   • Note that enabling this feature forces all invoices to be issued as Final.
3. Check the Customer's Email Address:
   • Ensure that the customer's email addresses are correct and properly formatted.
   • Typos or invalid email formats can prevent invoices from being sent.
4. Check the Spam Folder:
   • Ask customers to check their spam or junk folder to ensure emails are not being mistakenly filtered.
5. Test the Feature:
   • Place a test order using a valid email address to verify that the invoice is sent correctly.
   • This can help identify if the issue is related to specific settings or certain customers.
6. Check InvoiceXpress Plan Limits:
   • Confirm that your InvoiceXpress plan allows for email sending and that you have not exceeded the email sending limits for the current period.
   • Plans with email sending limits may prevent invoices from being sent once the limit is reached.

Conclusion

Resolving issues quickly is essential to maintaining your store's financial management efficiency. Follow the guidelines above to troubleshoot common issues and ensure all xpressifi features operate correctly. If you continue to encounter difficulties or need further assistance, refer to other sections of our Knowledge Base or contact our support team.