Help Center / Tax and compliance · Concept
Tax and invoices troubleshooting
Fixes for missing tax, invoice numbering surprises, printer errors and ZATCA messages.
Where to find itShopSettingsTax Settings
- Who can use this
- Shop owner
Help CenterHelp CenterHelp Center / Tax and compliance · Concept
Fixes for missing tax, invoice numbering surprises, printer errors and ZATCA messages.
Find the message or symptom below. Messages are quoted as the panel shows them.
| Symptom | Cause | Fix |
|---|---|---|
| No tax on bills or invoices | Enable Tax is off, or Tax Percentage is 0 | Turn tax on with one rate |
| Some products are not taxed | Tax categories are on and the product, its category and the default give no rate | Choose a Default Tax Category. See Create tax categories |
| Variants ignore the product's tax category | A variant follows the product category, not its parent product | Set the rate on the product category. See Give products a tax category |
| The Basic invoice shows no tax line | The order was taxed by tax categories | Use the Advanced template. See What an invoice shows |
| The single rate stopped applying | Enable Tax Category was switched on | Switch it off, or assign tax categories |
| The delivery or shop charge is not taxed | Its switch is off, or with tax categories its category is not chosen | Tax on delivery and shop charges |
| Tax Categories is not in the Shop menu | The link needs tax and tax categories both on | Switch both on in Tax Settings |
| Tax category is missing from the product form | Same rule | Switch both on |
| A tax category shows In use and cannot be deleted | It is the default, or products or categories use it | Choose another default, or move them to another tax category |
| An old order still shows the old rate | Orders keep the tax they were placed with | Nothing to fix |
| GST State is not on the tab | It is shown only to shops whose country splits tax (India) | Ask support if your shop's country is wrong |
| Symptom | Cause | Fix |
|---|---|---|
| An order has no invoice number | It is not accepted yet, or it is a demo-store order | Accept the order |
| Invoice numbers started again at 1 | Invoice Prefix changed to one not used before, or a date variable in it rolled over | Expected. See Invoice settings and numbering |
| Credit Note Prefix is not on the tab | Returns are not on for your shop | Turn on returns in Shop › Features. If you do not see it there, ask support |
| The store name or address is missing from a thermal receipt | Company Name or Company Address is empty | Fill them in on Tax Settings |
| "Connection Failed :" and a reason, when printing | The thermal printer could not be reached | Check Connection Type and Connector Descriptor. See Thermal Printer Settings |
| "This invoice prefix is already used by your shop or another location. Each GST registration needs its own series." | A location's prefix clashes | Choose a different prefix. See GST for shops in India |
| "Enter a valid 15-character GSTIN (for example 29ABCDE1234F1Z5)." | The location's GSTIN is malformed | Correct it |
Every ZATCA message, with its fix, is on ZATCA messages and fixes.
If a problem is not listed here, contact support with the order number and the exact message.