Troubleshooting

Signing in and account

I didn't get a confirmation email

• Check your spam or junk folder. The email comes from EenFactuurMaken.nl.
• Check that your email address is spelled correctly.
• Request a new link on the sign-in page. A link is valid for 24 hours.
• Working at a company with a strict spam filter? Ask your IT department to allow email from EenFactuurMaken.nl.

I can't sign in

• Forgot your password? Use Forgot password?.
• Asked for a code and you don't have your phone? Choose a code by email or use a backup code. See 2FA and passkeys.
• Tried a wrong code too often? Wait a minute.

"Sign in again" when changing my IBAN

For sensitive changes you must have signed in within the last 15 minutes. Sign out and back in, then try again.

Invoices

I can't finalise the invoice

Open the invoice and look in the checks panel for items marked Required. Click the button next to an item to fix it. The most common ones:

• Your business details are incomplete (name, address, postcode, VAT ID, KvK number). Complete them under Business details.
• With reverse charge or an EU customer, your customer's VAT number is missing, or VIES says it's invalid.
• With another currency, the exchange rate is missing.

All items are listed in Invoice checks.

"This invoice number is already in use"

You chose your own number and it already exists. Keep the suggested number, or choose another one. See Invoice numbering.

I can't create a new invoice

On the Free plan you have 5 invoices per calendar month. At the bottom of the menu you see how many you've used this month (for example 5 of 5 invoices this month). Delete an unused draft, wait until next month or upgrade to Pro. A credit note is always possible. See Free and Pro.

My invoice has no payment QR code

The QR code only appears on invoices in euros, with an IBAN in your business details, that haven't been paid yet, and when it's turned on in your layout and on the invoice. See Payments and status.

No UBL is attached to my email

Without a KvK number we don't create a UBL. And we only attach the UBL if your customer has a Peppol ID, KvK number or EU VAT number. See PDF and e-invoice.

I can't cancel an invoice

You can't cancel a paid invoice or an invoice with a credit note. Create a credit note instead. See Duplicate, cancel, delete.

Email

My customer didn't receive the invoice

1. Check the status under Settings → Email → Sent emails. Bounced means your customer's mail server refused it, often because of a typo in the address. Failed with "Suppressed" means we no longer email this address, because it bounced before or the recipient marked our email as spam. Is the address right and does your customer want the email again? Email support and we'll take the address off that list.
2. Check the email address on the customer.
3. Ask your customer to look in their spam folder.
4. Send them the link to the online invoice, for example through WhatsApp.
5. With Pro: send from your own domain. That arrives more reliably.

"Not allowed on Free"

On the Free plan you can only email the address (and cc addresses) of the invoice's customer, or yourself. Update the address on the customer. See Sending by email.

"Too many emails"

You've reached the limit (Free: 30 recipients per 24 hours; Pro: 500 an hour; the same invoice at most 5 times per 24 hours). Try again later. See Sending by email.

My email domain stays on "Waiting for DNS"

• Check that you've added all required records: the TXT for _eenfactuurmaken, the DKIM TXT for resend._domainkey, and the MX and TXT for send (or the records EenFactuurMaken.nl shows you).
• Check that your domain provider didn't add your domain name twice (send.yourcompany.com.yourcompany.com). If so, only enter the part before your domain.
• Copy the DKIM value in one go. Some providers cut off long values or add spaces.
• On Cloudflare: turn the proxy off (grey cloud) for CNAME records.
• DNS changes can take up to 48 hours. Click Check again once the records are there. After 72 hours without success we remove the request; then add the domain again.

"This domain is already connected to another account at our email service"

You (or your web developer) already use that service (Resend) for this domain. Use a subdomain, like mail.yourcompany.com. See Your own email domain.

See Your own email domain.

Subscription

My payment went through, but I don't have Pro yet

Refresh the subscription page after a few minutes or click Check again. You also get an email as soon as the payment has been processed. Still not working after an hour? Email us.

My automatic payment failed

You keep Pro for another 14 days. Click Pay again under Settings → Subscription. See Upgrading and cancelling.

API

See Errors and limits.

MCP and AI assistants

My AI app doesn't see the EenFactuurMaken.nl tools

• Restart the app after changing the configuration.
• Check that the server is on in the app's MCP settings.
• Check the URL: https://eenfactuurmaken.nl/mcp (without a trailing /).
• Using an API key? Check that the header is Authorization: Bearer efm_… (with a space after Bearer).

Signing in with OAuth doesn't work

• Allow pop-ups for the AI app, so the sign-in window can open.
• First sign in to EenFactuurMaken.nl normally in the same browser.
• Disconnect the app under Settings → API & AI → Connected apps and connect again.

My assistant says the invoice isn't compliant

Ask your assistant which items are missing; it gets a tip for each one. Often it's your own business details. See Invoice checks.

Still need help?

Email us through the contact page. Include what you did, what you expected and what happened, and the error code if there is one. Never send your password or API key.