# Frequently asked questions and troubleshooting

URL: https://postman.slovakodata.com/help/en/portal/riesenie-problemov/
Updated: 2026-10-01

The verification email did not arrive, the portal returns 403, a partner cannot deliver an invoice — the most common situations and their fixes.

The situations that come up most often. If yours is not among them, write to
us — the procedure is on the [Support](/developers/en/podpora/) page.

### The verification email did not arrive during registration. What should I do?

Check your spam folder. If it is not there either, have it sent again with the
**Resend** button on the screen that is waiting for verification.

The verification link is valid for **7 days**. Sending a new email makes
the older link stop working — use the most recent one.

### Why did loading my company from the business register find nothing?

Check the company ID. The register may not hold very recent entries, and some
types of entity are not in it at all. The details can also be filled in by
hand — loading from the register is a convenience, not a condition.

### Company verification keeps failing. Where is the mistake?

Check that the company ID and tax ID match the register entry exactly, then
repeat the verification. The most common cause is a typo or a value taken from
a different establishment of the entity.

### The portal or the API returns error 403. Why?

The account is not active yet. Access to data is granted only to a user in the
**ACTIVE** state — until then the response carries the code `ERR-403` and an
explanation of the state the account is in.

Complete the verification and wait for approval. If the state does not change
for a longer period, get in touch.

A distinct case is `ERR-008` — the user is not linked to any organisation.
That means registration is incomplete, not that approval is pending.

### I lost an API key or Client Secret. Can it be shown again?

They cannot be displayed again — the system stores only a fingerprint. Create
a new one in **Settings** and revoke the old one.

### Peppol network registration does not complete. What now?

The entry in the SK SMP is handled by the operator; it is not a step you can
finish yourself. If it stays incomplete for longer, contact us.

### A trading partner cannot deliver an invoice to me over Peppol. Why?

Check that the second step of the wizard (**Peppol network registration**) is
in the *Registered* state. Until your identifier is recorded in the SMP, the
network does not know where to deliver documents.

If registration is complete and delivery still fails, the fault is usually on
the sender's side — have them verify they are sending to the correct Peppol ID.

### I sent an invoice by mistake. Can it be cancelled?

Only a document in the **Pending** or **Validating** state can be cancelled; cancelling releases
the credit it had reserved. Once a document leaves for the network it cannot be
withdrawn and the correction goes through a credit note — see [What an e-invoice
is — and is not](/help/en/povinnosti/co-je-efaktura/).