Troubleshooting Peppol

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This article covers the most common Peppol issues and how to resolve them. Use the sections below to find the situation that matches yours.

What if my Peppol invoice was sent but not received?

Check the Peppol status of the invoice

On the invoice page, look for the Peppol status. Possible statuses include:

  • Sending
  • Sent
  • Sending failed
  • Accepted
  • Refused

Also check if there is an error message or reason displayed under "Peppol status."

You can review the activity history of the invoice to see the full sequence of events.

If the status is 'Sent' but the recipient hasn't received it

  • Verify that the correct Peppol ID or VAT number was used for the recipient
  • If this seems fine, ask the recipient to check their own system for any error messages
  • Ensure that the recipient's Peppol registration is correct and active

If the status is 'Sending failed'

General checks — always do these first:
Before looking at the specific error, run through these checks — they resolve the majority of sending failures:

  • Is the correct KBO or VAT number filled in for the customer?
  • Is "Belgium" filled in as the country on the customer's primary address?
  • For credit notes: is a delivery address filled in?
  • Refresh the customer data on the invoice: 3 dots next to 'Info' > Change customer > select the customer again > save. Edit the invoice: pencil next to 'Content' and save again.
  • Try resending: 3 dots > Resend via Peppol — many errors are temporary and a resend resolves them

If you see "Externe storing" / External disruption:

  1. Download the UBL from the invoice and validate it at test.peppolautoriteit.nl/validate — if it shows errors, fix the data (see general checks above) and resend
  2. If the UBL is valid: the issue is likely with the receiving access point — try resending at a later time
  3. If the issue still does not resolve: contact our support team

End customer is on Peppol but I can't send invoice via Peppol

Step 1: Check the customer's Peppol registration
Go to peppolscanner.be and search by KBO or VAT number:

  • Not registered with CBE/KBO: you will need to send the invoice via their VAT number (identifier type 9925) instead, ask your customer for this information
  • Registered but you cannot send? Check step 2

Step 2: Check the Peppol identifier set in Teamleader Focus
The Peppol identifier set on the customer determines where the invoice is sent. If it was manually set and is incorrect, it will fail even if the customer is correctly registered on Peppol.

Step 3: Check the company data in Teamleader Focus

  • Is the correct KBO or VAT number filled in?
  • Is "Belgium" filled in as the country on the customer's primary address? If not: fill in "Belgium", then remove the VAT number (ctrl+x), save, re-add the VAT number, and save again
  • Update the invoice with the refreshed data: 3 dots next to 'Info' > Change customer > select the customer again > save. Edit the invoice: pencil next to 'Content' and save again.

Technical information and troubleshooting

For security reasons, detailed technical logs cannot be shared with external parties. If the recipient needs technical details for troubleshooting, they should:

  • Contact their own Peppol access point provider
  • Check their own system for any error messages
  • Confirm that their Peppol registration and settings are correct

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