Troubleshooting
Solutions for common issues and answers to frequently asked questions.
Before contacting support
Make sure you have correctly configured: SmartBill email, token, company CIF, invoice series, and VAT rates. Most errors are caused by incomplete configuration.
Connection Issues
Cannot connect to SmartBill
Cause: The email or token is incorrect.
Solution: Go to Settings, verify the SmartBill email, and generate a new token from SmartBill.ro → Integrations → API. Click “Connect” to verify.
SmartBill is temporarily unavailable
Cause: SmartBill servers are overloaded or under maintenance.
Solution: Wait a few minutes and try again. The app automatically retries up to 3 times.
Invoice Generation Issues
Invoice series is not configured
Cause: You have not selected an invoice series in Settings.
Solution: Go to Settings → Invoice Configuration and select the desired series from the list. The series must also exist in SmartBill.
An invoice already exists for this order
Cause: The order already has a generated invoice.
Solution: Check the order page for an existing invoice. If it’s incorrect, use Reversal or Delete, then generate a new one.
Monthly invoice limit reached
Cause: You have reached the maximum number of invoices for your current plan.
Solution: Upgrade to a higher plan or wait for the start of the next billing cycle (30 days). See Subscriptions.
Insufficient stock in SmartBill warehouse
Cause: The selected warehouse does not have stock for the product.
Solution: Add stock via a Goods Received Note (NIR) in SmartBill, or disable “Use SmartBill Stock” in Settings if you don’t manage inventory.
Cannot reverse invoice — payment collection recorded
Cause: The invoice has a payment collection recorded in SmartBill.
Solution: Log in to SmartBill.ro, find the invoice, and manually delete the recorded payment collection. Then return to the app and try the reversal again.
Cannot delete invoice — reversal exists
Cause: The invoice already has a reversal generated.
Solution: An invoice with a reversal can no longer be deleted. The reversal remains permanently in the records (as required by law).
Stock Sync Issues
Connection test fails
Cause: The token or URL is incorrect in SmartBill.
Solution: Go to Settings → Stock Sync, copy the URL and token again, paste them in SmartBill → Integrations → Stock Sync, and click “Test connection”.
Product not found in Shopify
Cause: The SKU (or barcode) in SmartBill does not match the one in Shopify.
Solution: Verify that the codes are identical — no extra spaces or different characters. Make sure the product exists in Shopify and has “Track quantity” enabled.
Secondary warehouse does not sync
Cause: The warehouse is not mapped to a Shopify location.
Solution: Go to Location Mapping and create the required mapping.
VAT Issues
VAT regime mismatch (Configuration mismatch)
Cause: The regime in the app does not match the one in Shopify.
Solution: Verify that the regime in Settings → EU VAT Compliance matches Shopify → Settings → Taxes and duties → European Union. See VAT & Taxes.
Export or Reverse charge VAT rate does not exist
Cause: You haven’t created the VAT rates in SmartBill.
Solution: In SmartBill → Settings → VAT Rates, add “Export” at 0% and “Taxare inversa” at 0% (category AE).
Intra-community VAT ID not accepted
Cause: The VAT ID has not been added in SmartBill.
Solution: Go to SmartBill.ro → Settings → CIF Management → Add new CIF.
Frequently Asked Questions
What is the difference between Reversal, Cancellation, and Deletion?
Reversal — creates a negative invoice that cancels the original one. Both remain in the records. Recommended for returns and official cancellations.
Cancellation — marks the invoice as cancelled but keeps it in the system. Only for minor internal errors.
Deletion — completely removes the invoice from SmartBill. Only for incorrect invoices that have NOT been sent to the customer and are the last in the series.
When are invoices generated automatically?
When you have enabled automatic generation in Settings and the order is paid. You can select which payment methods trigger automatic generation (card, cash on delivery, bank transfer). See Automatic Generation.
What is the OSS regime and when should I use it?
OSS (One Stop Shop) applies the customer’s country VAT rate for B2C sales within the EU. It is mandatory if you exceed 10,000 EUR/year in EU sales. See VAT & Taxes.
How does stock synchronization work?
Enable sync in Settings, copy the URL and token into SmartBill → Integrations → Stock Sync. When stock changes in SmartBill, the app automatically updates the quantities in Shopify. See Stock Sync.
Contact Support
Response time
Starter / Basic / Professional: 24-48 hours (business days)
Enterprise: 4-8 hours (priority support)
What information to include
A description of the issue, the error message (if any), your Shopify store domain, the order number or invoice series-number, and screenshots of the error.