# Troubleshoot Invoices

Canonical: https://selio.io/en/support-center/troubleshoot-invoices
Language: en
Category: Invoices
Reviewed by: Selio Support Team
Last updated: 2026-05-13
Summary: Learn how to troubleshoot invoice issues in Selio and keep invoice creation, billing details, and document review accurate.
Topics: #troubleshooting, #billing, #finance, #documents

## Summary
Troubleshoot invoice issues by checking the source order or transaction, billing identity, invoice status, invoice number, and PDF/download availability before deciding whether the problem is operational, billing-data related, or a document generation issue.

## Before you begin
- Identify the exact symptom first: missing invoice action, blocked billing validation, wrong details, missing document, or unavailable PDF.
- Confirm whether the problem belongs to invoice creation, billing data, payment/source transaction, document visibility, or invoice review.
- Make sure you are working with the correct order, transaction, invoice number, invoice status, and source document reference.
- For company billing, review the tax ID, company status, billing country, VAT handling, and ANAF or VIES validation result where applicable.
- Use live Selio data instead of assumptions from memory, screenshots, or paper notes.

## Steps
1. Open the invoice-related flow in Selio.
2. Find the affected invoice, order, or transaction.
3. Compare the invoice number, status, amount, and source reference against the original order or transaction.
4. Recheck billing recipient, address, company name, tax ID, billing country, and VAT treatment carefully.
5. Confirm whether the invoice is issued, paid, credited, failed, or still waiting for a downloadable PDF.
6. Correct the visible issue only if your role and workflow allow it and the document state still permits correction.
7. Escalate internally or to Selio Support if the issue continues after source, status, and billing-data verification.

## Troubleshooting
- **Invoice cannot be found:** Recheck the order, transaction, and invoice path before assuming it was never created.
- **Billing details look wrong:** Review the original billing input, ANAF or VIES validation result, billing country, and invoice generation step.
- **The team is unsure whether the issue is payment-related or invoice-related:** Separate the billing document question from the payment question first.
- **The PDF cannot be downloaded:** Check the invoice status first; downloadable documents depend on the document being available in an issued, paid, or credited state.
- **Staff answers invoice disputes without opening the real document:** Make invoice review mandatory before giving a final answer.
- **The same invoice problem repeats across shifts:** Standardize who creates invoices, who checks billing details, and when the document is reviewed.

## Related context

- [Generate an Invoice](https://selio.io/en/support-center/generate-an-invoice)
- [Review Invoice Details](https://selio.io/en/support-center/review-invoice-details)
- [Understand How Invoices Work](https://selio.io/en/support-center/understand-how-invoices-work)
- [Transactions Overview](https://selio.io/en/support-center/transactions-overview)
- [Troubleshoot Reports](https://selio.io/en/support-center/troubleshoot-reports)