Fix common issues with invoices, GST, and payments

Step-by-step guidance for resolving the most common problems with invoices, payments, GST filing, account access, and data imports in Aczen Bilz.

This page covers the most common problems users encounter on Aczen Bilz and how to resolve them quickly. If a fix below doesn’t solve your issue, the support team is available 24/7 via live chat at app.aczen.tech.

Invoices

My customer says they haven't received the invoice

If a customer reports not receiving an invoice by email:

1. Check your email delivery settings

   Go to Settings → Notifications and confirm that the sending email address is verified and active.

2. Ask the customer to check their spam or junk folder

   Transactional emails can be filtered by some email providers. Ask the customer to search for emails from your sending address or from [e-mail].

3. Resend the invoice

   Open the invoice, click the three-dot menu (⋮), and select Resend. You can also copy the payment link and share it directly via WhatsApp or SMS.

If email delivery is consistently failing for a specific customer, verify their email address in Customers → [Customer Name] → Edit.

The GST calculation on my invoice looks wrong

GST calculation errors are usually caused by one of the following:

• Customer GSTIN not entered or incorrect — If the customer’s GSTIN is missing, the system may default to an inter-state (IGST) calculation. Open the invoice, check the customer’s GSTIN field, and correct it if needed.
• Intra-state vs inter-state mismatch — Confirm that the state in your GSTIN matches the state in your business profile, and that the customer’s shipping address is entered correctly.
• Incorrect HSN/SAC code — The GST rate is tied to the HSN or SAC code assigned to the product or service. Go to Catalog → Products/Services and verify the HSN/SAC code and tax rate for the item in question.

After correcting the details, void the original invoice and reissue it.

I can't edit an invoice I've already sent

Once an invoice has been sent or marked as issued, it is locked to preserve your audit trail. You have two options:

• Void and reissue — Open the invoice and select Void. Then create a new invoice with the corrected details. The voided invoice remains in your records.
• Issue a credit note — If the customer has already made a partial or full payment, issue a credit note against the original invoice to reverse the amount, then raise a corrected invoice.

For e-invoices with an IRN, cancellation must be done within 24 hours of generation. After that, only a credit note can be used to make adjustments.

The PDF download is not working

If clicking Download PDF does nothing or produces a broken file:

1. Try a different browser

   PDF generation relies on browser PDF rendering. Switch to Chrome or Firefox if you’re using another browser.

2. Clear your browser cache

   Press Ctrl + Shift + Delete (Windows/Linux) or Cmd + Shift + Delete (Mac) and clear cached files. Then reload the page and try again.

3. Disable browser extensions

   Ad blockers or PDF-related extensions can interfere with downloads. Try in a private/incognito window where extensions are typically disabled.

If the issue persists, contact support with the invoice number and your browser version.

Payments & UPI

A UPI payment from a customer is not reflecting on the invoice

UPI payments are reconciled automatically in most cases. If a payment is not reflected:

• Wait a few minutes — Auto-reconciliation can take up to 10 minutes after the payment is confirmed by the bank.
• Manually match the payment — Go to Payments → Unmatched Transactions, find the UPI payment, and link it to the correct invoice using the Match option.
• Check the UPI reference number — Ask your customer for the UPI transaction reference (UTR number). Search for it in Payments → Search by UTR to locate the transaction.

If the payment amount partially matches the invoice, you can record it as a partial payment and leave the remaining balance open.

The payment gateway is not working or shows an error

If the Cashfree payment gateway is throwing errors or payment links are not loading:

1. Check your Cashfree integration status

   Go to Settings → Integrations → Cashfree and confirm your API keys are active and the account status shows as connected.

2. Verify your Cashfree account is active

   Log in to your Cashfree merchant dashboard directly to confirm there are no pending KYC requirements or account flags.

3. Regenerate the payment link

   Open the invoice and click Regenerate Payment Link. Share the new link with your customer.

If the issue is widespread and not account-specific, check the Cashfree status page for any ongoing incidents.

A payment I recorded manually is not showing in my receivables

Manual payment entries can take a moment to sync across the app. Try the following:

• Refresh the page — Press F5 or Ctrl + R to reload the receivables view.
• Check the payment date — If you entered a future date by mistake, the entry will appear only from that date onward. Open Payments → All Payments to find and edit the entry.
• Confirm the invoice was linked — When recording a manual payment, the invoice number must be selected explicitly. If it was left blank, the payment will appear in Unmatched Transactions instead of receivables.

GST & Compliance

My GSTR data doesn't match my invoices

Discrepancies between your GSTR report and your invoice list are usually caused by:

• Wrong filing period selected — In the GSTR report, confirm the month and year range matches the invoice dates you’re comparing against.
• Invoice dates outside the period — Invoices dated in one month but entered later may fall into a different filing period. Filter your invoice list by invoice date (not entry date) to cross-check.
• Voided invoices — Voided invoices are excluded from GSTR reports. If you voided an invoice that was previously included in a report, a credit note is the correct way to adjust.

If the mismatch remains after checking the above, export both the GSTR report and the invoice list to Excel and compare them side by side. Contact support if you find a calculation error.

TDS is not being auto-deducted for a vendor

TDS auto-deduction requires a few conditions to be active:

1. Verify the vendor's TDS settings

   Go to Vendors → [Vendor Name] → Edit and confirm that the TDS section shows the correct TDS section (e.g., 194C, 194J) and rate.

2. Check the payment threshold

   TDS deduction is triggered only when the cumulative payment to the vendor crosses the applicable annual threshold. If the total payments so far are below the threshold, TDS will not yet apply.

3. Confirm TDS is enabled globally

   Go to Settings → Tax Settings and confirm that TDS deduction is switched on for your account.

TDS thresholds and rates are governed by the Income Tax Act. Consult your CA to confirm the correct section and threshold for each vendor type.

Account & Login

I forgot my password

1. Go to the login page

   Visit app.aczen.tech and click Forgot Password below the sign-in form.

2. Enter your registered email address

   A password reset link will be sent to your email within a few minutes.

3. Check your inbox and spam folder

   Click the link in the email to set a new password. The link expires in 30 minutes.

If you no longer have access to the registered email, contact [e-mail] to verify your identity and update your email address.

A team member is not receiving their invitation email

1. Ask them to check spam

   Invitation emails sometimes get filtered. Ask the team member to search for an email from [e-mail] or with the subject “You’ve been invited to Aczen Bilz”.

2. Resend the invitation

   Go to Settings → Team, find the pending invitation, and click Resend Invite.

3. Verify the email address

   Confirm the email address entered is correct. If it contains a typo, cancel the invitation and send a new one with the correct address.

My account is showing as expired

An expired account status means your subscription has ended or your trial period has concluded. To restore access:

• Renew your subscription — Go to Settings → Subscription and select a plan to reactivate your account.
• Contact support — If you believe your account expired in error or you’re having trouble with the renewal flow, contact [e-mail] or call [phone] to have your subscription restored manually.

Your data is retained and will be fully accessible once your account is reactivated.

Data Import

My CSV import is failing

CSV imports fail most often due to formatting issues. Check the following:

• Column headers must match the import template exactly — Download the latest template from the import screen by clicking Download Template. Do not rename or reorder columns.
• Dates must be in YYYY-MM-DD format — A common cause of failures is dates formatted as DD/MM/YYYY or MM/DD/YYYY. Use 2024-03-31 not 31/03/2024.
• No empty required fields — Fields marked as required in the template (such as invoice number, date, and amount) must have a value in every row.
• No special characters in numeric fields — Amount columns should contain only numbers, without currency symbols (₹) or commas.

The import error report shown after a failed upload will list the specific rows and columns that caused the failure.

I'm seeing duplicate entries after an import

Duplicate entries usually occur when the same file is imported more than once. During the import review step, Aczen Bilz highlights potential duplicates based on invoice number or transaction reference. Use the Deduplication toggle on the review screen to identify and skip records that already exist in your account.

If duplicates have already been saved, you can delete them individually from the relevant list view (e.g., Invoices or Expenses). Bulk deletion is available on the Scale plan.

Get help

If the steps above haven’t resolved your issue, the Aczen Bilz support team is ready to assist.

Email support

Write to us at [e-mail]

Response within 4 hours on business days

Phone support

Call us at [phone]

Available during business hours

Live chat

Chat with us at app.aczen.tech

Available 24/7

When contacting support, include your registered email address, a description of the issue, and any relevant invoice or transaction numbers. This helps the team resolve your issue faster.