If you hit a problem connecting to the Zakat, Tax and Customs Authority in Phase 2, check the basic requirements first, then work through the following points in order before contacting customer service.
Path in Qoyod
Settings › General Settings › Business name
Basic requirements before you start
- Plan: Phase 2 connection is not available on the Basic plan. It requires a Professional or Advanced plan, or Qoyod Plan. The connection is also available on the older plans: Lite, Plus, Premium and Advance. If the message “Feature is not available, please upgrade” appears, upgrade the plan first from: Settings, then Subscription Settings, then Edit Subscription. Payment via Sadad activates the upgrade immediately. See Basic Plan Support: Salla, Zed, Zapier Integration, and Phase Two Electronic Linking.
- Invoice designer: check that the invoice designer contains all the required fields, through the guidance menu next to the invoice designer in Settings.
Steps
Open Settings, then General Settings, and check the following points in order:
- Business name: the “Business Name” field must be in English, and one very short word. After the connection succeeds you can edit the business name later without any problem.
- Tax number: check that the tax number is entered correctly in its field, with no error at all. A discrepancy in a single digit prevents the connection from completing.
- Address: it must be in Arabic, and the selected country must be Saudi Arabia. If you select a country other than Saudi Arabia, the message “You do not have access” appears.
- Connection type: check that the correct connection type is selected when you enter the electronic connection, production or sandbox, and obtain the connection code that matches the type you selected. Using a code that does not match the connection type makes the operation fail.
- Phase 1 enabled: check that Phase 1 is enabled. In the “Enable Electronic Invoice according to Saudi Regulations” field it should read “Electronic invoice regulations have been applied to this business”. If it does not, click Enable, then save from the bottom of the page. Without Phase 1 enabled, the Phase 2 connection will not complete at all. See How to Enable E-Invoicing (Phase One) and Display QR Codes on Invoices.
- If all the data is correct and the problem persists: sign out of the authority’s website, sign in again, request new codes, and retry the connection with the new codes.
Special cases
Unable to access the Fatoora platform
- Check that you are signed in with a business account, not a personal account.
- Verify your sign-in credentials on the authority’s website first, before accessing the Fatoora platform.
- If the problem persists, contact the Zakat, Tax and Customs Authority directly on 19993.
Connection status “Processing”
If the connection status shows “Processing” for a long time, check: the business name (English, one word), the tax number, the Arabic address with Saudi Arabia as the country, the correct connection type, and Phase 1 enabled.
If everything is correct, sign out of the authority’s website, sign in again, create new codes, and retry.
Changing the tax number after the connection is complete
If you change the business tax number after completing the connection, contact the Zakat, Tax and Customs Authority so they can tell you the required procedures.
The problem persists after every step
If none of the steps above work, contact customer service to follow up on the connection. Have your business number ready, the number shown at the top left that starts with #.
Notes
- Most Phase 2 connection problems come from a mismatched business name, a country other than Saudi Arabia, a connection code incompatible with the connection type, the Basic plan which does not support Phase 2, an incomplete invoice designer, or a verification code that has expired (more than an hour). They are not caused by a system malfunction.
- For the connection steps end to end, see Connecting Qoyod with ZATCA, Phase Two (Fatoora Portal), or watch the step-by-step connection video.
