# Troubleshooting **Why we're showing You this?** Things don't always work the way You expect them to. An invoice gets stuck somewhere, a file never arrives. When that happens, You don't want to guess - You want to know exactly what's going on and how to fix it. This is where we collect the situations we see most often. Not every possible error (that's what our support team is for), but the real scenarios that affect how You work. **How to use this?** Find the situation that matches what You're experiencing. We walk You through exactly what to check, where to look in Fitek. You'll either solve it Yourself or have concrete information to share with our support team. *** #### Quick links * [Sales invoice delivery issues](#your-sales-invoice-didnt-go-out) * [Invoice stuck in approval](#an-invoice-is-stuck-in-approval) * [Purchase order linking](#your-purchase-order-and-invoice-linking) * [Invoices not appearing](#an-invoice-is-stuck-in-approval) * [Approval flow problems](#an-invoice-is-stuck-in-approval) * [Login & authentication](#you-cant-log-in-especially-with-your-estonian-id-card) * [User account validation](#you-hit-a-validation-error-when-creating-a-new-user-account) *** ### Your Sales invoice didn't go out **What's happening?** \ You send invoices through Fitek and they sit in "Delivery issues" or the customer says they never received them. **What to check?**\ Go to Sales invoices register. Filter by status: * Imported with issues * Delivery issues Check the Status and Reason/Error: * Missing mandatory fields (e.g. due date, VAT totals) * Peppol validation errors * Customer not matched during import If You need an overview, use Export → Import and Delivery Issues report (XLSX) to see the invoice, channel, status, and exact error message. **Why this helps?** \ You get a clear list of all problematic sales invoices. You see exact error messages instead of guessing. You know whether to fix the invoice data in Fitek and resend, or fix the source system/XML before re-import. *** #### An invoice is stuck in approval **What's happening** A purchase invoice doesn't move forward. People say "I already approved" or "I don't even see it". You need to know where it's stuck and why. **What to check** Open the invoice → Confirmations / Confirmation flow section. Check: * Current step and user * Status for each approver (waiting, approved, rejected, skipped) * Whether the flow looks as expected (no extra/duplicate users) If several users should approve in the same step (Parallel / X of Y): * Verify how many approvals are actually required (X) * Compare with how many have already approved In the Invoice register, check: * Overall status * Whether the invoice was re-sent for approval after a rejection (and if roles in last steps are correct) **Why this helps** You see exactly who the invoice is waiting for, instead of guessing. You can distinguish between a true process problem (wrong approver / wrong flow) and a simple human delay (someone hasn't acted yet). *** #### Your purchase order & invoice linking **What's happening** You know an invoice and a purchase order belong together, but they're not visible under Linked invoices / Linked purchase orders, or previous behaviour linked the invoice twice. **What to check** Open the Purchase order → Invoices tab and check if the invoice is visible there. Open the Invoice → Purchase orders tab and check PO visibility. Ensure the PO is: * Approved (linking normally not allowed in "New" or "Assigned", except for special roles) * You have access rights to see the invoice in question If You're linking from the PO, use the Link icon. **Why this helps** You confirm whether the problem is rights / status / an earlier bug or a real missing link. You use the correct tab and action for linking. *** #### Some invoices from email or external systems aren't appearing **What's happening** You expect invoices to arrive from a mailbox or direct API connection. Some never reach the invoice register. **What to check** **Company mailbox configuration** Verify the correct mailbox address in Your Company's mailbox configuration page and external system sending settings. Check if confirmation / routing settings are as agreed. **API / Integrations** For Purchase Order or Invoice Import v3: * Confirm correct environment URL, IntegratorId and RequestId usage * Validate sample XML against provided schemas * Check if the endpoint used matches the right entity (PI vs PO vs Sales) **Registers and filters** In Invoice / Sales invoice registers: * Remove restrictive filters (dates, companies) * Check statuses such as Import issues When in doubt, generate or ask for an Import and Delivery Issues report (for sales) or check integration logs / Track & Trace if available. **Why this helps** You separate "no import at all" (wrong mailbox/API) from "imported with issues" (visible but errored). You give our support team something concrete (RequestId, sample XML, error rows) to work with. *** #### The approval flow looks wrong after re-approval **What's happening?**\ An invoice was rejected, You sent it back for approval, and now the approvers appear in a strange order or there are unexpected extra steps. **What to check?**\ On the specific invoice, open Confirmation flow and compare it with the flow in Settings → Confirmation flows: * Are extra users there? * Is the last step set to allowed roles (Completing workflow / Administrator)? In Settings → Confirmation flows, check whether someone recently edited: * Parallel / X-of-Y settings * Steps order * User assignments *** #### You can't log in, especially with Your Estonian ID-card **What's happening?**\ Authentication stopped working, especially with Estonian ID card or mobile app. Or behaviour changed after an update. **What to check?**\ Confirm which authentication methods are enabled for Your environment: * Username/password * Smart-ID / Mobile-ID (EE/LV/LT) * Estonian ID-card * SSO (if applicable) For Estonian ID-card specifically, make sure You have: * Compatible browser and ID-card software * The latest version of ID-card components For mobile app: * Check app version in Settings page of the app * Verify region is set correctly if using Smart-ID/Mobile-ID **Why this helps?**\ You quickly rule out known fixed issues (e.g. old ID-card generation bug). You give our support team exact context: which method, which card, which app version. *** #### You hit a validation error when creating a new user account **What's happening?** \ The system won't let You create a new user, or it's treating personal IDs in a way You didn't expect. Or one person legitimately needs multiple accounts (different companies, different emails). **What to check?** * Same rules for creating and editing users * Uniqueness constraint removed: no automatic merge by personal ID * One person can hold multiple accounts with different emails When creating a user, ensure: * Mandatory profile fields are correct * Personal ID format follows local rules (if validated)
**Why this helps?**\ You avoid confusion when You expect "duplicate personal ID = error" but the system allows it. You manage users following the current specification, not legacy habits. *** **Don't see Your issue here?** [Contact our support team](/fitek-learning-space/copy-of-english/help-and-support/support-contacts.md) - we're here to help. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://fitek-learning.fitek.com/fitek-learning-space/copy-of-english/help-and-support/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.