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AADE or provider error

The receipt got no MARK, the provider answered with an error, or the connection fails.

Sign in to the back office to see your store's status here.

1. Test mode: if you see the yellow "Test mode" bar, receipts don't reach AADE. Change it in Receipts setup.

2. Test connection: Receipts setup → Test connection. If it fails, the provider details are wrong or expired. Ask your provider for them again. With Oxygen, the Environment must match the token: a sandbox token with Test (sandbox, no AADE), a live token with Production (real ΜΑΡΚ).

3. Store details: a wrong VAT number or legal name in Store details gets rejected. They must match your account with the provider.

4. Receipt pending: Fiscal documents shows every receipt and its status. Those that failed because of the internet are sent again automatically, after checking they don't already exist at the provider, so there are no duplicates.

5. The provider has an outage: the top of the till shows when the provider isn't answering. Receipts wait and are sent as soon as it is back. You don't need to do anything.

6. I don't see IRIS on the till: with Wrapp or iNVOICEsoft the IRIS payment doesn't show yet. See Tips and IRIS at the till.

7. The provider's message: open the receipt to see the exact error. If it isn't clear, press Problem? and send it to us.

Still not solved?
Press "Problem?" in the back office or on the till and describe what happened. The report reaches us with the page and the time.

See also

It doesn't printThe ticket doesn't come out in the kitchen or at the till. Step-by-step check. The card terminal doesn't answerThe amount doesn't show on the terminal, or the payment isn't recorded. Online orders aren't arrivingThe page says "closed", customers can't order, or there's no sound. The screen shows a code or doesn't updateTV menu, kitchen screen or kiosk: link code, "Full screen", old prices.