Frequently asked questions
Answers to common questions. See the links for more detail.
How do I get an account?
Accounts are provided by your administrator or via your environment's sign-up (if available). See Setup.
I forgot my password.
Use "Forgot password" on the login page if available; otherwise contact Support.
How do I switch organisation?
Use the organisation selector in the header or sidebar. See Web overview and Organisation and users.
How do I get an API key?
In the web app, go to API (under your organisation), create a key, and copy the secret once — it is not shown again. See API keys and permissions and Setup.
!!! tip "Copy the key once" The API key secret is displayed only when the key is created. Store it securely immediately.
Which header do I use for the API key?
Send the API key in the x-api-key header with every request. Example: x-api-key: <your-api-key>.
I get 401 or 403.
- 401 — Invalid or missing API key. Check the key and header (
x-api-key). - 403 — The key does not have permission for this operation. Check the key's api_methods (permissions). See API keys and permissions and API Reference.
How do I create my first document?
Use Create (form) or Upload (XML) in Documents. See Create documents and Quickstart.
Why is my document status "failed"?
Open the document (or its transaction) and check the status log for the error message. See Status lifecycle and Support.
What formats are supported?
See the formats list and table. Formats.
How do I fix validation errors?
Use the validation report (web Tools → Validation or the API validate endpoint), fix the XML or model, then re-upload or update. See Validate and convert.
How do I send by Peppol?
The document must use a Peppol-supported format and have a valid receiver Peppol ID. Use "Send by Peppol" in the web app or the API send endpoint. See Send by Peppol and Peppol.
Recipient not found (Peppol).
Use Peppol Lookup (e.g. check-existence) to verify the participant is registered. For testing, use the test network. See Peppol and Send by Peppol.
How do I send by email?
Use "Send by Email" in the web app or the API send with transaction_type send.email and the recipient email (and optional language). See Send by email.
How do I receive documents via Peppol?
Configure at least one Peppol ID for your organisation. Incoming documents are assigned automatically. See Receive by Peppol and Organisation and users.
I don't see inbound documents.
Ensure your organisation has at least one Peppol ID and that senders use the correct receiver ID. See Receive by Peppol.