Troubleshooting

“Complete your business profile in Settings before issuing invoices”

An invoice is only legally valid if it identifies you. Invoice 14 won’t issue one until your legal name, tax ID and address are filled in. The end of the message lists what is missing, using internal field names: legalName (Legal name), nif (your tax ID), addressLine1 (Address line 1), postalCode (Postal code) and city (City).

Open Settings → General, fill them in and click Save settings. Your draft is still there, so go back and issue it. See Your business profile.

“Your plan allows 14 invoices per year (or month) and you have used them all”

You have issued as many invoices as your plan allows in this period: 14 a calendar year on Free, 14 a calendar month on Plus. Your draft is kept. Upgrade in Billing and issue it straight away, or wait until the period starts again. Corrective invoices don’t count and can always be issued. See Plans and billing.

“VERI*FACTU invoices must be issued with today’s date”

With VERI*FACTU on, each invoice is sent to the AEAT the moment you issue it, so its issue date must be today in Spanish time. This usually happens with a draft you started on an earlier day. Open the draft, set Issue date to today, save and issue again. You can’t backdate an invoice under VERI*FACTU. If the work was done earlier, describe the period in the service-period field instead. See VERI*FACTU records and the QR code.

“Reverse charge requires the customer’s VAT number”

The intra-EU reverse charge only applies when you invoice a VAT-registered business in another EU country, and the invoice must show their VAT number. Open the customer under Customers, add their VAT number (intra-EU) and save. Then issue the invoice again. If you get “… does not look like a valid VAT number for …” instead, the number doesn’t match its country’s format. Check the country prefix (for example DE or FR), the length and any typos.

If the customer is a private individual or has no VAT number, the reverse charge doesn’t apply. Change Tax treatment on the invoice, usually to Domestic. See Tax treatments and IRPF and Customers.

“A corrective invoice must change something — its total cannot be zero”

A corrective invoice holds only the difference from the original. If its lines add up to zero, there is nothing to correct. Add a negative line to credit an amount, or a positive line for an extra charge. If you only need to fix a detail that doesn’t change any amount, such as a typo in an address, check with your gestor whether you need a corrective invoice at all. See Corrective invoices and voiding.

“VERI*FACTU is enabled but the NIF is not activated” and other VERI*FACTU setup errors

These messages mean the VERI*FACTU setup in Settings → VERI*FACTU isn’t finished, or no longer holds. An owner needs to fix it there (see Set up VERI*FACTU):

• •“…the NIF is not activated — finish the setup in Settings”: complete the setup steps.
• •“VERI*FACTU production needs a signed representation”: sign the AEAT representation before issuing in production.
• •“The VERI*FACTU representation at AEAT has expired” or “…was rejected or revoked”: sign the representation again.
• •“VERI*FACTU requires a paid plan”: your plan no longer includes VERI*FACTU. Upgrade in Billing. If you meant to stop using it, email hello@invoice14.com and we will help you switch it off.

VERI*FACTU refuses the invoice itself

Some invoices can’t be sent to the AEAT as they are. Invoice 14 checks before using up a number, so nothing is lost. Fix the invoice and issue again:

• •“VERI*FACTU needs the customer’s tax identifier”: add the customer’s NIF, or their VAT number for foreign customers.
• •“…does not yet support 0% lines on domestic invoices”: use a taxed rate for domestic customers.
• •“Reverse-charge and export invoices must carry 0% VAT on every line”: set every line to 0 %.
• •“VERI*FACTU does not apply to invoices outside the scope of Spanish VAT”: out-of-scope invoices can’t be issued while VERI*FACTU is on.
• •“…at most 12 different VAT rates on one invoice”: split the invoice in two.
• •“The invoice number exceeds AEAT’s 60-character limit”: shorten the series prefix in your business profile.
• •“…must be in EUR”, “…Spanish issuers only” or “…not yet supported for issuers outside the VAT regime”: check your country, currency and VAT registration in Tax settings.

The invoice won’t save or issue for another reason

• •“Every line needs a description and a positive quantity”: fill in or remove empty lines, and make sure every quantity is above zero.
• •“Select a customer” or “Issue date is required”: pick a customer and an issue date.
• •“Cannot issue an invoice with no lines”: add at least one line.
• •“Issued invoices are immutable — create a corrective invoice instead”: issued invoices can’t be edited. Use Corrective invoice on the invoice. See Corrective invoices and voiding.
• •“Only issued, unpaid invoices can be voided”: a paid invoice can’t be voided. Issue a corrective invoice and record the refund. See Payments and refunds.
• •“AEAT is still processing this invoice — wait a minute and try again”: the VERI*FACTU record is still on its way. Try again shortly.

My customer didn’t get the invoice email, or it went to spam

Unless you have set up your own domain, invoices go out from Invoice 14’s shared sending address as “Your name via Invoice 14”, with replies going to your address. Some mail systems, Outlook and Microsoft 365 especially, are suspicious of invoices from a shared address that carry another business’s name, and file them as spam or quarantine them.

1. 1Open the invoice and look at the list under Send by email. ✕ marks a send that failed, with the reason; fix it and send again. ✓ means the message was handed to our email provider, not that it reached the inbox. See Send an invoice by email.
2. 2Check the customer’s email address on the customer record. Invoices always go to that address.
3. 3Ask the customer to look in their spam, junk or quarantine folder and to mark the message as safe.
4. 4For reliable delivery, send from your own domain: Settings → Email sending → Send from your own domain. You add a few DNS records at your domain provider, and invoices then come from an address like facturas@yourbusiness.com. See Email sending.
5. 5Set a Reply-to address you actually read, so customers can answer you.

You can always download the PDF and send it from your own email instead (see Invoice PDFs).

• •“The customer has no email address — add one first”: add it on the customer record.
• •“Sending limit reached — try again in an hour”: each workspace can send up to 20 emails an hour.

The VIES check fails or says VIES is unavailable

VIES is the European Commission’s service for checking EU VAT numbers. It relies on each country’s tax agency, and some are often slow or offline.

• •“Could not reach VIES”, “VIES responded with HTTP …” or “VIES could not check this number right now (MS_UNAVAILABLE)”: the service or that country’s part of it is down. That says nothing about the number. Try again later. A previous successful check stays recorded on the customer.
• •“VIES says this VAT number is not valid”: the number isn’t registered for intra-EU trade. Check it with your customer. Until it is valid, the reverse charge isn’t safe to use.
• •“VIES only covers EU VAT numbers”: the customer’s country is outside the EU, for example the UK or the US. There is nothing to check.
• •“Save the customer first, then check the number”: VIES checks the number that is saved on the customer. Save, then click Check with VIES.
• •“Too many VAT checks — wait a minute and try again”: you can run up to 10 checks a minute.

A missing VIES check doesn’t stop you issuing a reverse-charge invoice: the invoice editor just warns you. It is still good practice to keep proof that you checked. See Customers.

I can’t see some Settings tabs, or saving says “Only the workspace owner can do this”

You are a member of someone else’s workspace, not its owner. Members don’t see Design, Your data or Danger zone, and can’t save the other settings or change the plan. Ask an owner to make the change or to give you the Admin role. See Team members.

A page is greyed out and I can’t click anything

Your plan doesn’t include that feature: Quotes, Invoice design and VERI*FACTU need Plus or Ultimate, and Members needs Ultimate. The window on top explains which plan unlocks it. Click View plans to see the plans. See Plans and billing.

“Not signed in”, a blank sign-in page, or a page that keeps loading

Your browser’s login session is out of date or only half set up, which can happen after a long time away or right after signing in. To fix it:

1. 1If the error page shows Sign out, click it. Otherwise sign out from your avatar in the top bar.
2. 2Close the tab, open invoice14.com again and sign in.
3. 3Still stuck? Try a private window. If that works, clear the cookies for invoice14.com, or turn off browser extensions that block scripts or cookies.

If you land on the welcome page instead of your dashboard, you are signed in but no workspace is selected. If you were invited to a team, accept the invitation there rather than creating a new workspace. See Getting started.

Where do I record expenses or purchase invoices?

Invoice 14 is for the invoices you send. It doesn’t track expenses, purchase invoices or the VAT you can deduct. Your tax reports cover the sales side: output VAT, IRPF withheld and turnover. Your gestor or accountant fills in the purchase side. See Reports overview.