Italy Invopop Integration — Troubleshooting and FAQ

Common Issues & Solutions

Invoice Status Shows "Failed" — What to Do

For any error not listed above:

1. Note the exact error message
2. Check your invoice data against the scenario requirements in Italy Invopop Integration: How It Works
3. If the error persists, contact Cloudbeds Support with the invoice ID and error message

Simplified Invoice Not Appearing as an Option

For more information about when Create Invoice and Create Simplified Invoice are available, see Two-Step Invoice Creation Flow (Pilot).

Credentials Invalid — Smart Receipts Stopped Working

Smart Receipts requires active credentials from the Agenzia delle Entrate. Credentials expire every ~90 days and must be refreshed.

Symptoms:

• Simplified invoices are failing
• Error says "Invalid credentials" or "Authentication failed"
• Status shows "Unregistered" or "Error"

Solution:

1. Go to Account > Settings > Fiscalization > Invopop Scontrino Elettronico
2. Go to the Authentication tab
3. Log in to the Agenzia delle Entrate portal
4. Update your Password and PIN (get the latest from the AdE portal)
5. Return to Cloudbeds and enter the new Password and PIN
6. Ensure the AdE Issuer Attestation checkbox is still checked
7. Click Save
8. The authorization link may appear. Click it to re-authorize if prompted
9. Test by attempting a simplified invoice

The Authentication tab shows where to replace the Agenzia delle Entrate credentials. If credentials are already on file, saving new values replaces the current ones.

Set a calendar reminder to refresh credentials 7 days before the 90-day mark.

Invoice Sent to Tax Authority But Document Never Appears

Tourist Tax (Imposta di Soggiorno) Is Showing as Taxable VAT

Cause: Tourist tax is classified as VAT instead of Municipal Tax in Settings > Finance > Taxes and Fees

Solution:

1. Go to Account > Settings > Finance > Taxes and Fees
2. Find your tourist tax entry
3. Click to edit it
4. Change Classification from VAT to Municipal Tax
5. Click Save
6. Reissue any invoices that included the incorrectly-classified tax

After correcting the setup, confirm that the Tourist tax entry is classified as Municipal Tax in the Taxes and Fees list.

Why this matters: If tourist tax is sent to the authority as VAT, it inflates your taxable revenue and creates audit risk.

"Create Invoice" Button Is Disabled — How to Enable It

If you need to confirm how payer completeness, invoice amount, and invoice scenario affect the available actions, see Two-Step Invoice Creation Flow (Pilot).

Frequently Asked Questions

Q: Is a digital certificate required to issue invoices through Invopop?

A: No. Invopop acts as a fiscal intermediary on your behalf. You provide company details and payer data; Invopop handles transmission to the Agenzia delle Entrate and Sistema di Interscambio. No certificate needed.

Q: What's the difference between SDI and Smart Receipts?

A:

• SDI handles complete invoices for B2B and B2C customers with full details. Sent to Sistema di Interscambio and forwarded to the government. Requires all recipient fields.
• Smart Receipts handles simplified invoices for incomplete payer details. Sent to Fisconline as a daily aggregate. No Codice Fiscale required. Ideal for prepaid OTA reservations.

Q: If a guest can't provide a Codice Fiscale, what do I do?

A:

• You cannot issue a complete invoice (SDI) without a Codice Fiscale for B2C Domestic guests
• Options:
  1. Use Simplified Invoice (if enabled and below threshold). No Codice Fiscale required
  2. Ask the guest to provide their Codice Fiscale. They can look it up on their Italian documents
  3. If guest is foreign, change their address to their home country. Scenario becomes B2C Foreign (doesn't require Codice Fiscale)

Q: Can I edit a completed invoice?

A: No. Completed (registered) invoices cannot be edited. Options:

• Issue a Credit Note (Nota di Credito) to reverse it
• Issue a Corrective (for simplified invoices, not standard credit notes)
• Issue a new Debit Note if charges need to be added

All three documents are officially registered with the authority.

Q: Why does my invoice show "Processing" for hours?

A: This is normal. The Agenzia delle Entrate processes SDI submissions on its own schedule. Invoices submitted at evening/night may not be processed until the next business day. Status typically updates within 2–4 business hours. Do not resubmit.

Q: What if I made an error on an invoice that was already sent to the tax authority?

A:

1. If the error was before transmission, contact support immediately
2. If transmitted and registered, issue a Credit Note (Nota di Credito) or Corrective to reverse it
3. Issue a new invoice with the correct data
4. Both documents (original + reversal) appear in your records with the tax authority

Q: How do I know if a simplified invoice was successfully submitted?

A:

1. Go to the reservation's Documents tab
2. Look for the invoice entry
3. Check the Fiscalization Status column:
   • Registered = Successfully submitted and confirmed by the authority
   • Processing = Submitted, awaiting confirmation (can be quick for Smart Receipts)
   • Failed = Submission failed; check the error message and correct

Q: What if Codice Destinatario and PEC are both provided?

A: Codice Destinatario takes priority. The invoice is routed to the SDI inbox matching that code. The PEC address is noted but not the primary routing method.

Q: Can I issue multiple invoices for the same reservation?

A: Yes. You can issue separate invoices for different items or at different times. Each carries its own document number and is independently registered with the authority.

Q: What happens if my AdE credentials expire?

A: Simplified invoices will fail with an "Invalid credentials" error. Full invoices (SDI) continue to work because they don't require your direct AdE authentication. Refresh your credentials in Settings > Fiscalization > Scontrino Elettronico > Authentication, then resubmit.

Q: Can I undo an invoice submission?

A: No. Once transmitted to the tax authority, invoices cannot be "undone." Options:

• Issue a Credit Note (reverses the transaction legally)
• Issue a Corrective (for simplified invoices)
• Neither deletes the original; both appear in your official record

Q: Do I need to configure simplified invoices to use SDI?

A: No. SDI (complete invoices) is the default. Simplified invoices are optional and require separate enabling in Settings > Finance > Invoices and Documents > Simplified Invoices.

Q: Where can I find the official Agenzia delle Entrate reference number for an invoice?

A: In the Documents tab, click on the invoice. The ADE Reference is displayed at the top of the document. Use this number if a guest, accountant, or auditor needs to trace the invoice in the official government portal.

Q: What if I need to change the VAT classification of a charge after invoicing?

A: Changes to tax classifications only affect new invoices going forward. Invoices already submitted to the authority carry the classification that was active when they were sent. If the classification is wrong on a submitted invoice, issue a credit note and reissue.

Glossary

When to Contact Support

Contact Cloudbeds Support if:

• An invoice fails with an error message not listed in the troubleshooting table above
• The fiscalization status does not update after 24 hours
• Setup cannot be completed despite following all steps
• You suspect a technical issue with the integration

Provide:

• Reservation ID
• Invoice ID or Document Number
• Exact error message (if applicable)
• Screenshot if helpful

Related Articles

Use these resources for the Italy Invopop overview, setup, and invoice behavior:

• Italy Invopop Integration: Everything You Need to Know
• Italy Invopop Integration: How to Set Up
• Italy Invopop Integration: How It Works