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 and Partner Platform at partner.complyance.io. Both use the same account. See Create your 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.
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.
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.
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.
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 and Environments.
Does a sandbox API key work in Production?
No. Each key belongs to one environment. See Create an API key.
Which countries are supported?
The United Arab Emirates, Saudi Arabia, Malaysia, Belgium and Germany, plus Oman in sandbox only. See Country coverage.
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.
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.
How many files can I upload at once?
Up to 20 files, each up to 10 MB. See Upload invoice documents.
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.
Can I cancel an invoice I already sent?
No. Issue a credit note that refers to it. See Correct, cancel or reject a document.
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.
Is the Integration engine a library of ERP connectors?
No. It maps the fields of your own payload to GETS. See 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.
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.
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 support@complyance.io. See Support.