FAQ & Troubleshooting - E-invoice Module

This section provides answers to frequently asked questions and troubleshooting tips to help users navigate the E-Invoice Module effectively.

General Questions

How is submission handled?

• Auto Submission: The system automatically processes transactions every 15–20 minutes.

• Manual Submission: Users can manually submit transactions at any time via the Internal Submission Queue by selecting the relevant invoices and clicking "Submit".

How long can transactions remain in the system before submission?

• For individual E-Invoices, transactions remain in the system until they are manually submitted or auto-processed by the system.

• For consolidated E-Invoices, transactions can be held for up to one month. If not submitted manually, the system will automatically submit all pending consolidated transactions by the beginning of the next month.

What happens if a transaction is missing mandatory information?

• Transactions missing required fields will be moved to the Batch Pool instead of the Posting Queue.

• The Validation Error section will highlight the missing fields.

• Users must update the missing details in the document details tab and resubmit the transaction.

Can I submit transactions with missing information?

• No. The system will prevent submission until all mandatory fields are completed.

• Users can check the error message in the Batch Pool to identify what needs to be corrected before resubmission.

What happens if I submit a duplicate transaction?

• The system automatically detects duplicate transactions and flags them for review.

• If a duplicate is found, the system will prevent submission and provide an error message.

• Users must verify the transaction details before resubmitting.

How can I track the status of my submission?

• Users can track the status in the Internal Submission Queue under the "Submission Status" column.

• Once successfully submitted, the transaction moves to Internal Submission History and is no longer in the queue.

What if my submission is delayed?

• If a transaction remains in Not Submitted status for an extended period, check for validation errors.

• System delays may also occur due to high submission traffic. Try submitting manually if needed.

Cancellation & Rejection

Is there a time limit for requesting cancellation or rejection?

• Yes. Cancellation or rejection requests must be made within 72 hours of validation.

• After 72 hours, the system blocks any cancellation requests, and the transaction is considered finalized.

Can I request cancellation for all types of documents?

• Cancellations apply to:

  • Sales Invoices

  • Credit Notes

  • Debit Notes

• Cancellations are NOT allowed for:

  • Self-generated purchase invoices (self-billed transactions)

  • Consolidated E-Invoices once processed.

What should I do if a cancellation fails?

• If cancellation fails (indicated by a “Failed” status in the Cancellation Queue):

  • Review the error message in the From LHDN tab.

  • If necessary, create a new document for cancellation (e.g., issuing a credit note for an incorrect invoice).

  • If the failure persists, contact support for further assistance.

Can I cancel a consolidated E-Invoice?

• No, once a consolidated invoice has been processed, it cannot be canceled.

• You can only correct errors by issuing a Credit Note against the affected invoice.

What if I accidentally submit an incorrect cancellation request?

• If the rejection request is still pending, users can withdraw it from the Rejection Requests Page before LHDN processes it.

Transaction Issues

What if a transaction fails submission?

• Failed submissions appear in the Internal Submission Queue with a "Failed" status.

• To resolve this:

  • Open the transaction details and navigate to the "From LHDN" tab.

  • Review the error message provided by LHDN.

  • Update any missing or incorrect fields and resubmit the transaction.

Why is my transaction not appearing in the Posting Queue?

• If the transaction does not appear in the Posting Queue, it likely did not meet LHDN’s validation rules and has been moved to the Batch Pool.

• Check the Validation Error section for missing fields and correct the information before resubmitting.

What should I do if my document is stuck in the Waiting Queue in My Peppol Admin?

• Documents in the Waiting Queue are pending processing before being sent through Peppol.

• If the document is not processing:

  • Click "Process" to manually push the document.

  • If errors persist, check whether the Sender and Receiver Peppol IDs are correctly configured.

What if an invoice is missing from the Internal Submission Queue?

• Check whether the invoice is still in Batch Pool due to missing details.

• Verify if the invoice was already submitted and has moved to Submission History.

Why is my validated invoice still showing an error?

• Even after validation, some invoices may fail due to LHDN format issues.

• Double-check the "From LHDN" tab for specific error messages and resubmit after fixing any issues.

Can I modify a transaction after submission?

• No, once submitted, transactions cannot be edited.

• If an adjustment is required, users must issue a Credit Note or Debit Note to correct the transaction.

Customer & Supplier Updates

What if I update customer details after a transaction has been created?

• If a customer's details are updated, the system provides an option in the E-Invoice tab to:

  • Submit as a consolidated E-Invoice with the new details.

  • Submit as an individual E-Invoice based on the document type.

• This allows flexibility while ensuring data accuracy and compliance.

Why is my supplier not appearing in the Self-Billed Workflow?

• Ensure that in the Supplier Maintenance Applet, the “E-Invoice Self-Billed” field is set to "True".

• If it was not enabled at the time of invoice creation, you may need to manually enable self-billing in the Internal Purchase Invoice Applet.

What should I do if my customer's Tax Identification Number (TIN) is missing?

• If the TIN is not provided at the time of transaction, the system will move the invoice to Batch Pool.

• The customer can later update their TIN through the Customer Portal before submission.

Can I link a supplier to multiple entities?

• Yes, the system allows linking a single supplier to multiple business branches.

• However, ensure that each branch has the correct GL Code and Peppol ID settings to avoid submission issues.

Peppol-Specific Issues

What should I do if my Peppol submission fails?

• If a Peppol document fails submission, check the following:

  • Verify that the Sender ID and Receiver ID are correctly configured.

  • Review any error messages in the My Peppol Admin Applet.

  • Ensure the document format meets Peppol standards.

How can I track incoming invoices from Peppol?

• Navigate to the External Reception section in My Peppol Admin Applet.

• Invoices received from external suppliers via Peppol will be listed under “From Peppol AP”.

• Users can open documents to review details such as total amount, tax breakdown, and buyer/supplier information.

What if my Peppol document is rejected due to a format issue?

• The rejection reason will be available in the "From Peppol AP" tab.

• Verify that the invoice format follows Peppol compliance standards before resubmitting.

How do I manually resubmit a Peppol document?

• Go to My Peppol Admin Applet and locate the rejected document.

• Click "Process" to attempt manual resubmission after resolving any errors.

System & Automation Questions

Can I disable auto-submission and handle everything manually?

• No. Auto-submission is a core feature of the system, but users can still choose to manually submit transactions from the Internal Submission Queue.

How do I know if my invoice has been successfully processed?

• Successfully processed invoices will:

  • Appear in the Internal Submission History section.

  • Show a green success message confirming that they have been accepted by LHDN or Peppol.

What is the difference between an "In Queue" and "Pending" transaction?

• In Queue: The transaction has been submitted and is waiting for LHDN validation.

• Pending: The transaction is still under internal processing and has not yet been sent.

How can I receive system notifications for invoice updates?

• Users can enable email notifications in the E-Invoice Admin Applet settings to receive real-time updates on submission status, validation results, and rejections.

What happens if my business switches to a new accounting system?

• If migrating to a new system, historical invoices remain stored in Submission History.

• Ensure that Peppol and LHDN integrations are configured correctly before generating new invoices in the new system.

Additional Support

If you encounter issues that are not covered in this FAQ, refer to the full documentation or contact support for further assistance.