Troubleshooting Tripletex Errors
Tripletex Error Messages
This article addresses error messages that may appear when transferring orders/invoices to Tripletex.
Transfer Failed
If you receive the error message "Transfer failed," it indicates that you have products or shipping on the order with a VAT class that is not enabled in Tripletex.
To resolve this:
- Log in to Tripletex.
- Go to Accounting > Settings > VAT settings.
- Select the necessary VAT classes according to your turnover.
Overview of VAT codes in Tripletex:
Validation Failed - Customer Cannot Receive EHF Documents
Some users may encounter the error message "Validation failed - Customer cannot receive EHF documents," which prevents the transfer of orders/invoices from Acendy to Tripletex.
The cause of the error is usually that invoice settings or settings on the customer card are set to EHF when the customer cannot receive it.
New Customers
All customer cards transferred from Acendy are created as business customers in Tripletex.
Check the invoice sending settings in Tripletex. You can find the settings here: Invoice > Settings > Invoice settings and under the Invoice sending tab.
These fields should be set to "E-mail".
For customers who can receive EHF, this can be selected directly on the customer cards in Tripletex. Customer cards can also be set as private customer directly on the customer card in Tripletex.
Existing Customers
If the customer already exists in Tripletex, the invoice type in the setup may be incorrect.
Open the customer card in Tripletex and scroll down to the Electronic invoice/reminder tab.
Here you can change the delivery method under the field "Send invoice via".
E-mail should be the standard here, but if you are sure that the customer can receive EHF, the setting can be set to EHF.
Customer Does Not Exist in the eFaktura Register. eFaktura Cannot Be Selected
If you receive this, it is due to the setup of the sending method on the invoice and/or customer card in Tripletex.
The way to correct this is the same as for EHF. Follow the steps above.
Object not found
If you receive this error message, simply delete the order in Tripletex and then transfer it again.
Application exception
If you receive the error message "application exception" when transferring orders to Tripletex, this is an error in Tripletex that is being worked on.
If you receive this error message, both the invoice document and the order must be deleted in Tripletex before the order can be transferred again.
Order Already Exists in Tripletex
If you only receive the error message "order already exists in Tripletex", simply delete the order in Tripletex and then transfer it again.
Cannot Connect to Tripletex
Tripletex has not responded in 10 seconds, resulting in a timeout. Please try transferring the order again.
Error During Transfer to Accounting. Error Message: Unexpected Error
This error message comes from Tripletex's API, which corresponds to communication problems with Tripletex's API.
Tripletex will already be aware of the problems and they are working to fix it. We recommend that you try to transfer the order(s) again in a couple of hours.
If the problem persists for longer than this, you must contact Tripletex for further information.
Error During Transfer to Accounting. Error Message: Unauthorized
This error message means that there is something wrong with the key used to connect the online store to Tripletex. A common error may be that the user in Tripletex who created the key does not have full administrator rights.
To correct this, you should go through the setup of Tripletex again with a user who has full rights.
If this does not fix the problem, you must contact Tripletex to check whether you have all the required rights.
Customer Number Registered on Supplier
In some cases, you may receive an error message indicating that the customer number in Acendy clashes with an already existing customer number in Tripletex (see example below).
Since Acendy does not support changing existing customer numbers, the solution in this case is to go into Tripletex, look up the supplier/customer and adjust the customer number there.
Updating This Field Is Not Allowed. Do You Have the Necessary Access in the Account?
This error message is due to insufficient access at either the user level or API key in Tripletex.
Check for answers in Tripletex's help center or contact Tripletex support.
A Description or a Product Must Be Registered.
The error message occurs if the order has one or more empty product lines.
Edit the order, correct product lines and start a new transfer.
Unable to Parse Response Body into JSON
If you experience the error message Error during transfer to accounting. Error message: Unable to parse response body into JSON: 4, in short, it means "We have received a response from Tripletex via the integration, but the response is incorrectly formatted".
This is usually temporary, so the recommended solution is to try again later.