Troubleshooting
What to do about unsent invoices and design, PDF, cancellation and licence issues.
If the settings are not saved
- “Please enable invoice taxation in WISECP first”: enable invoice taxation in WISECP.
- “The Paraşüt add-on is active”: to prevent the same invoice from being formalised twice, disable Paraşüt first.
- A tax number (VKN) must have 10 digits and a national ID number (TCKN) 11; exemption codes have 3 digits; the design UUID must be in a valid format; the automatic formalisation day must be 0–7.
If an invoice was not sent
The admin invoice card and the notification show the reason and the stage. Fix the problem and press Retry.
| Reason | What to do |
|---|---|
| e-Logo settings are incomplete | Complete the account and seller details. |
| The customer billing address is missing | Fill in the billing address in the customer record. |
| The corporate customer tax number is invalid | Enter a 10-digit VKN or an 11-digit TCKN. |
| The invoice has a negative line | Refund / discount lines are not supported; edit the invoice. |
| The invoice has an additional tax (e.g. the special communication tax, ÖİV) | This version supports VAT only. |
| The calculated total does not match the WISECP total | Check the lines and discounts. |
| The licence could not be verified | Open the licence card; only the issuing of new documents stops. |
“e-Belge görsel tasarım içermelidir” error (the e-document must include a visual design)
e-Logo requires a visual design in documents sent through the web service and does not apply the portal’s “Ön Değer” (default) design to service submissions. In the settings, enter the e-Invoice (e-Fatura) and e-Archive (e-Arşiv) design UUIDs, that is, the ETTN (unique document ID) from the Tasarımlar › Tasarım Aracı (Designs › Design Tool) list in the portal, or leave the fields empty and use the add-on’s own design. Test and live accounts have different ETTNs.
If the official PDF has not arrived
If the card shows PDF pending, document status tracking attaches the PDF by itself; you can query it straight away with Refresh Status. If you received a PDF failed notification, check the document in the e-Logo portal. If the status does not become final within 7 days, the add-on also warns you.
Cancellation failed or “Cancellation needed”
If an e-Archive cancellation failed, use Retry Cancellation on the card. An e-Invoice cannot be cancelled through the service; use the buyer’s rejection, a return invoice or the portal of the Revenue Administration (GİB).
If test documents appear in live mode
Documents issued in test mode are not official and are not shown to the customer. After you go live, the card marks these invoices as Test document; send again for live; issue a live document with Send to e-Logo.
If e-Logo cannot be reached
On a “Could not connect to e-Logo” error, check the user / company code, the password and the Test Mode setting; a test account works only in the pb-demo environment and a live account only in the live environment. Your server must allow outbound HTTPS connections and have the PHP cURL and OpenSSL extensions enabled.
If the licence card does not show “Active”
In your hostimor.com client area, check that the licence service is active and that the licensed domain is the same as the domain of your WISECP licence, then press Re-check. If the licence server cannot be reached, the last valid verification keeps working for 8 days. If the card shows “Modified files”, reinstall the approved package.
Support ticket
In the ticket, include the add-on and WISECP version, the invoice number, and the reason and stage shown on the card. Do not write the e-Logo password or account details in the ticket text. Use the support area in your hostimor.com client area.