Help CenterHelp Center / Tax and compliance · Reference
Each message the ZATCA page can show while you save settings, onboard or handle documents, and what to do about it.
Messages are quoted as the panel shows them. Where one ends with a reason, the reason is ZATCA's own text.
| Message | Fix |
|---|---|
| "Only the shop owner can manage ZATCA e-invoicing." | Sign in as the owner |
| "The VAT number has 15 digits and starts and ends with 3." | Correct the VAT number |
| "The commercial registration number has 10 digits." | Correct the number |
| "The legal name is too long for the ZATCA QR code (255 bytes; an Arabic letter takes 2)." | Shorten the legal name |
| "Choose how untaxed amounts are reported before switching ZATCA on." | Pick one of the two choices. See Switch ZATCA on |
| "The VAT number cannot change while a certificate is active. Onboard again after the change." | Keep the VAT number. If it really changed, contact support |
| "Phase 2 reports real invoices to ZATCA: it needs the Production environment and a completed production onboarding. Sandbox and simulation are for the onboarding checks only." | Finish onboarding in production first |
| "The certificate was issued for simplified invoices only. Onboard again with business (B2B) invoices on." | The production certificate was requested with B2B off. Renew keeps its invoice types, so contact support |
| Message | Fix |
|---|---|
| "The key and CSR could not be created." | Try again. If it repeats, contact support |
| "The OTP has 6 digits." | Re-enter the OTP |
| "Save the seller details first." | Complete and save Seller details |
| "Create a key and CSR first." | Do step 1 |
| "Create a new key and CSR first." | Run step 1 again, then enter a fresh OTP |
| "ZATCA did not issue the compliance certificate:" and a reason | Generate a new OTP on the Fatoora portal and try again |
| "Get the compliance certificate first." | Do step 2 before the checks |
| "Some compliance checks failed — see the results below." | Read the failed rows, then run the checks again |
| "Pass the compliance checks first." | Do step 3 before the production certificate |
| "ZATCA did not issue the production certificate:" and a reason | Try again. If it persists, start again from step 1 |
| "This environment already has an active certificate. Use Renew instead." | Use Renew. See Location units and renewal |
| Message or symptom | Fix |
|---|---|
| A document is Rejected | Fix the cause shown under Problem, then Resubmit corrected. See ZATCA documents |
| A document is Not sent | Select Retry |
| "Only a rejected document can be resubmitted." | The document is not rejected. Use Retry for one that was not sent |
| "Business (B2B) invoices are not switched on." | Tick the B2B option in Seller details |
| "The invoice was already issued. Buyer details cannot change any more." | The buyer changes only before the invoice is issued, or on a rejected invoice |
| A business invoice prints "Awaiting ZATCA clearance — do not share with the buyer yet" | Its status is not Cleared yet |
| An accepted order has no ZATCA document yet | A background check issues missing invoices. If it stays missing, check that ZATCA is on |