# Frequently asked questions Short answers to the questions new users ask most, each with a link to the page that covers it in full. ## Accounts and access ### Where do I sign in? One Platform is at [one.complyance.io](https://one.complyance.io) and Partner Platform at [partner.complyance.io](https://partner.complyance.io). Both use the same account. See [Create your account](https://docs.complyance.io/get-started/create-account/). ### Can I sign in with Google or Microsoft? Yes. The sign-in and sign-up pages offer **Sign in with Google** and **Sign in with Microsoft** as well as email and password. These are the only sign-in methods. See [Create your account](https://docs.complyance.io/get-started/create-account/). ### Why can’t I see Security, Subscription or the Developer portal? Your role decides what you see. Security and Subscription are for Owners and Admins, and they are hidden while Test Mode is on. See [What each role can do](https://docs.complyance.io/one-platform/invoice-portal/settings/#what-each-role-can-do). ### Is two-factor authentication available? Everyone gets a one-time code by email when they sign in. Owners and Admins can switch to an authenticator app in **Security**. See [Turn on two-factor authentication](https://docs.complyance.io/one-platform/invoice-portal/settings/#turn-on-two-factor-authentication). ### How long does an invitation last? 14 days. After that it shows **Invite Expired**, and an Owner or Admin can resend it. See [Manage your account, team and roles](https://docs.complyance.io/one-platform/invoice-portal/settings/#invite-teammates). ## Testing and going live ### How do I test without sending real invoices? Use **Sandbox**. Its data, companies and API keys are separate from Production. See [Test in sandbox](https://docs.complyance.io/get-started/sandbox/) and [Environments](https://docs.complyance.io/get-started/core-concepts/#environments). ### Does a sandbox API key work in Production? No. Each key belongs to one environment. See [Create an API key](https://docs.complyance.io/one-platform/developer-portal/api-keys/). ### Which countries are supported? The United Arab Emirates, Saudi Arabia, Malaysia, Belgium and Germany, plus Oman in sandbox only. See [Country coverage](https://docs.complyance.io/countries/). ## Documents ### Why don’t I see my documents? The Invoice Portal shows one country and one environment at a time. Check both switchers at the bottom of the sidebar. See [Switch country, environment and portal](https://docs.complyance.io/one-platform/invoice-portal/switching/). ### What does Needs Correction mean? A check found a problem that stops the document from going further. Open it, fix the fields listed and resubmit. Every status is explained in [Document statuses](https://docs.complyance.io/one-platform/invoice-portal/documents/statuses/). ### How many files can I upload at once? Up to 20 files, each up to 10 MB. See [Upload invoice documents](https://docs.complyance.io/one-platform/invoice-portal/documents/upload/#upload-limits). ### Where do I get more credits? Choose **View Plan** on the Credits page. If a partner manages your workspace, ask your partner. See [Get more credits](https://docs.complyance.io/one-platform/invoice-portal/credits/#get-more-credits). ### Can I cancel an invoice I already sent? No. Issue a credit note that refers to it. See [Correct, cancel or reject a document](https://docs.complyance.io/one-platform/invoice-portal/documents/corrections/). ## Integrations ### What is GETS? The Complyance standard invoice format. You map your data to it once, and Complyance produces what each country needs. See [Core concepts](https://docs.complyance.io/get-started/core-concepts/). ### Is the Integration engine a library of ERP connectors? No. It maps the fields of your own payload to GETS. See [Integration engine](https://docs.complyance.io/one-platform/developer-portal/integration-engine/). ### What happens if my webhook endpoint is down? Failed deliveries are retried up to four more times over about 36 minutes, except `4xx` responses, which are not retried. See [Payload and delivery](https://docs.complyance.io/one-platform/developer-portal/webhooks/payload-and-delivery/#retries). ### I lost an API key’s secret. Can I see it again? No. The secret is shown only once. Revoke the key and create a replacement. See [Create an API key](https://docs.complyance.io/one-platform/developer-portal/api-keys/). ## Getting help ### How do I contact support? Open **Support** in the Invoice Portal to ask a question, submit a ticket or schedule a call. You can also email See [Support](https://docs.complyance.io/one-platform/invoice-portal/support/). Source: https://docs.complyance.io/get-started/faq/