The situations that come up most often. If yours is not among them, write to us — the procedure is on the Support 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.
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.
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 Once a document leaves for the network it cannot be withdrawn and the correction goes through a credit note — see What an e-invoice is — and is not.