# Troubleshoot an ISV integration

Find the next action when onboarding, submission or purchase retrieval fails. Keep the failing request’s environment and identifiers available.

## Company onboarding fails

For `ASP_LINKAGE_NOT_FOUND`, check that the TIN and `contactPersonEmail` match the customer’s ASP authorization in the intended environment. For `CONNECT_COMPANY_ALREADY_EXISTS`, [find the existing company](https://docs.complyance.io/partner-platform/isv/companies/list/) and recover its identifiers.

After a timeout or lost response, check the company list before trying again. Do not use new source aliases to work around an uncertain previous create.

## The company exists but cannot invoice

Read `readyForInvoicing` in the onboarding response. If it is `false`, inspect `mappingReadiness.code` and [fix the mapping assignment](https://docs.complyance.io/partner-platform/isv/mappings-and-payloads/).

If the source is ready but submission is blocked by credits, inspect the company’s allowance and the pool in **Credits**. Raising an allowance does not add credits to the pool. ISV credit management is in preview; see [Understand ISV credits](https://docs.complyance.io/partner-platform/isv/credits/) before you rely on it.

## Submission does not reach success

Check that the request uses the correct `sourceName:sourceVersion`, country and environment. Keep the returned document identifier, then [read the final result](https://docs.complyance.io/partner-platform/isv/first-uae-invoice/result/).

Use the returned field or rule errors to correct invoice data. HTTP success on submission alone does not establish final acceptance.

## A purchase is missing

Check the key’s workspace and environment, the `type=purchases` query and the actual returned `documentId`. Use [purchase listing](https://docs.complyance.io/api-reference/purchases/list/) to reconcile the date range, following every pagination cursor.

If a webhook was received more than once, use its event identifier to deduplicate processing. A repeated event does not mean a new supplier invoice exists.

## A customer cannot use the portal

Check the customer connection, invitation status and enabled modules in [Customer access](https://docs.complyance.io/partner-platform/isv/customer-access/). Confirm the customer’s document scope before changing permissions.

## Ask for help

Open **Support** in the portal. Include the endpoint or page, timestamp, environment, error code, request identifier and affected document identifier. Remove API keys, passwords, webhook secrets and unrelated customer data.

Next, use the [Connect error reference](https://docs.complyance.io/api-reference/connect/errors/) to match a returned code to its recovery action.

Source: https://docs.complyance.io/partner-platform/isv/troubleshooting/