Croatia Fiscalization — Troubleshooting and FAQ

Setup status does not show Active after saving

One or more required fields may be missing or incorrectly formatted. Review each section of the configuration and confirm that all information is complete and saved:

• Certificate file
• Certificate password
• Fonoa credentials
• OIB
• Operators
• Tax codes
• Payment methods

Certificate upload fails

The certificate file may be corrupted or in an unsupported format. Confirm that the file is a valid .p12 certificate. Contact your accountant for a replacement certificate if needed.

Invoice is not fiscalized after creation

This is usually caused by a Fonoa connection error or a credential mismatch. Confirm that:

• Your Fonoa credentials are correct.
• The Fonoa provider shows Active in Fiscalization Settings.

If the issue continues, contact Cloudbeds Support.

Fiscalized PDF does not appear after the invoice is created

This may be caused by a Fonoa API timeout or temporary service interruption.

To resolve:

1. Wait a few minutes, then refresh the invoice page.
2. Go to Accounting -> Invoices and Documents and verify that the invoice was fiscalized.
3. Confirm that the invoice includes a JIR and ZKI.
4. If the PDF appears in Accounting but not on the reservation, refresh the reservation page. Files may take one to two minutes to sync.

If the document still does not appear, contact Cloudbeds Support.

Deposit or prepayment is not fiscalized

Fiscalization is triggered when an invoice is created, not when a payment is recorded.

If no invoice was created when the deposit was received, create a separate invoice for the deposit amount. For more information, see the deposits and prepayments section in Croatia Fiscalization - Everything You Need to Know.

Cancelled reservation - credit note is missing

If the original invoice was not issued before the reservation was cancelled, there is no fiscalized invoice to reverse.

Create the invoice manually, then cancel it. This generates a credit note, which Fonoa will fiscalize automatically.

Invoice branding is not displayed on the PDF

Re-upload the property logo in the Fonoa configuration page, as described in Step 2 of the Croatia Fiscalization - Set Up Guide.

• Use a PNG or JPG image.
• Confirm that the accent color is selected and saved.

Wrong fiscalization type applied - 1.0 or 2.0

Fonoa determines the fiscalization type automatically based on the invoice recipient's details.

If the wrong type was applied, verify that the guest's or company's OIB or foreign VAT number is entered correctly on the invoice. Correct the recipient details and reissue the invoice if needed.

Amount mismatch between Cloudbeds folio and Fonoa fiscal document

The Cloudbeds folio total and the amount on the Fonoa-generated PDF may differ slightly because of rounding or transactions added after fiscalization.

1. Verify the authoritative amount. Open the Fonoa PDF under Accounting -> Invoices and Documents. The amount on the Fonoa PDF is the fiscal amount submitted to the Tax Authority.
2. Determine the cause. Check whether the difference is a rounding amount or whether charges were added to the folio after the invoice was issued. Verify the expected amount at the time the invoice was created.
3. Correct later charges separately. If charges were added after fiscalization, create a supplementary invoice or credit note for the additional amount. Do not modify the original fiscal document.
4. Escalate an unexplained difference. Contact Cloudbeds Support with the reservation number, invoice number, and screenshots comparing the folio and PDF amounts.

Cloudbeds copy or files do not appear on the reservation

Files may take time to sync, or they may be unavailable for invoices created before the Croatia Fiscalization integration was activated.

1. Go to Accounting -> Invoices and Documents. Open the invoice and confirm that it includes a JIR, ZKI, and Fonoa-generated PDF.
2. Wait one to two minutes, refresh the reservation, and check its Documents or Attachments section.
3. If the invoice predates integration activation, note that pre-release invoices do not receive retroactive Cloudbeds copies.
4. For email-delivery issues, confirm the guest email address, check the spam folder, and verify that property email notifications are enabled.
5. Use Accounting > Invoices and Documents as the authoritative location when a file is missing from the reservation.

When contacting Cloudbeds Support, include:

• The reservation number.
• The invoice number.
• A screenshot showing the missing files.
• The integration activation date, if known.

Consumption tax is missing from a fiscalized invoice

This is not a bug. Consumption tax - the local tax on beverages such as alcoholic drinks, wine, and beer - is not currently supported by the Cloudbeds/Fonoa integration and is not applied or fiscalized automatically.

If your property serves beverages subject to this tax, work with your accountant to handle it manually until support is added. Do not assume consumption tax is being applied on your fiscalized documents.

For more information on how consumption tax works and how it is calculated, see the consumption tax section in Croatia Fiscalization - Everything You Need to Know.

Do I need to register separately with the Croatian Tax Authority?

Fonoa is a certified provider listed on the Croatian Tax Authority (Porezna uprava) website and handles the technical registration.

Ask your accountant whether any additional property-level registration is required directly with the Tax Authority.

What is the difference between Fiscalization 1.0 and 2.0?

• Fiscalization 1.0 applies to B2C transactions with individual guests and B2B transactions with foreign companies.
• Fiscalization 2.0 applies to B2B transactions with Croatian companies and sends the invoice to the Tax Authority as an e-invoice.

Fonoa selects the correct fiscalization type automatically. You do not need to choose it manually.

Can I test the setup before going live?

Contact your Cloudbeds account manager or Cloudbeds Support to discuss available testing options before processing live guest invoices.

Is there an extra charge for the Fonoa integration?

No. Croatia fiscalization through Fonoa is included with your current Cloudbeds subscription at no additional cost.

Who do I contact for help?

Which document should I use for compliance and audits?

Use the Fonoa-generated PDF. This is the authoritative fiscal document required by the Croatian Tax Authority.

• The Fonoa PDF contains the JIR, ZKI, and QR code as proof of fiscalization.
• The Cloudbeds internal copy is for internal reference and is not independently fiscal-valid.
• Use the Fonoa PDF for compliance, audits, and Tax Authority submissions.

Where are my fiscal documents stored?

Fiscal documents are stored in multiple locations:

1. Accounting -> Invoices and Documents: The primary, authoritative location.
2. Reservation -> Documents or Attachments: A convenient reference location.
3. Guest emails: The Fonoa PDF is attached automatically.

Use Accounting > Invoices and Documents for official record-keeping and compliance verification.

Why is there a Cloudbeds copy if the Fonoa PDF is the official document?

The Cloudbeds copy serves important operational purposes:

• Email delivery: Supports sending invoices to guests with the Fonoa PDF.
• Folio documentation: Provides staff with a quick reference on the reservation.
• Internal accounting: Provides a backup record in Cloudbeds.
• Operational reference: Supports troubleshooting and verification in Cloudbeds.

For compliance and Tax Authority purposes, use the Fonoa PDF as the official document.

What does Fiscal XML mean, and where is it?

Fiscal XML is the machine-readable invoice format that Fonoa submits to the Croatian Tax Authority during fiscalization.

• Purpose: Technical evidence that the fiscalization request was transmitted and accepted.
• Contains: The invoice data in structured, machine-readable XML.
• Location: Stored with the fiscal record under Accounting -> Invoices and Documents.
• Use: Primarily for technical audits or IT troubleshooting, not routine operations.

You do not need to interact with the XML directly. Cloudbeds maintains it automatically as part of the fiscal record.