Troubleshooting & FAQ

This guide helps you solve common problems and answers frequently asked questions about C-Tax.

Login Issues

I can’t log in

Check these first:

1. Is your email address correct? (Watch for typos)
2. Is your password correct? (Check Caps Lock)
3. Is your account active? (Contact administrator if unsure)

Try these solutions:

2FA code not working

1. Check the time - Is your phone’s time correct? (Set to automatic)
2. Use fresh code - Codes change every 30 seconds
3. Correct account - Make sure you’re using the C-Tax entry
4. Use recovery code - If still failing, use a recovery code

Account says “Pending Approval”

Your account needs administrator approval:

1. Wait for your admin to approve your registration
2. You’ll receive an email when approved
3. Contact your administrator if waiting too long

Account says “Suspended”

Contact your administrator immediately:

• This may be due to security concerns
• Policy violations
• Billing issues (for company accounts)

Transaction Problems

Sale won’t submit

Check these:

Still not working?

1. Save a screenshot of any error
2. Try refreshing the page
3. Contact support with details

Transaction stuck on “Pending”

Wait a few minutes first - Processing can take time.

If still pending after 5-10 minutes:

1. Check your internet connection
2. Try the Sync button
3. Check if the VSCU device is online
4. Contact administrator if it persists

Transaction failed

1. Note the error message - This tells you what went wrong
2. Check common issues:

3. Retry if possible - Look for retry button
4. Contact support - If you can’t resolve it

Receipt won’t print

1. Check printer:

   • Is it turned on?
   • Is it connected?
   • Is there paper?

2. Try printing again:

   • Refresh the receipt page
   • Click Print button
   • Try Ctrl+P shortcut

3. Browser issues:

   • Try a different browser
   • Clear browser cache
   • Disable popup blocker

Wrong amount on transaction

If not yet submitted:

• Edit the transaction before submitting
• Correct quantities, prices, or items

If already submitted:

• Cannot edit completed transactions
• Create a credit note to reverse (for sales)
• Consult your accountant for proper procedure

Item Problems

Can’t find item when creating sale

1. Search correctly:

   • Try item code
   • Try part of item name
   • Check spelling

2. Check item status:

   • Is the item Active?
   • Is it synced with KRA?
   • Is it in your branch?

3. Item may need to be created:

   • Ask someone with permission to add it
   • Or add it yourself if you have access

Item won’t sync with KRA

1. Check all required fields are filled
2. Verify classification codes
3. Try manual sync
4. Contact administrator

Branch and Device Issues

Can’t see my branch

1. Check the branch selector
2. Your access may be limited to certain branches
3. Contact administrator to verify access

Device showing “Offline”

Contact your administrator - device issues require technical support.

What you can try:

• Refresh the page
• Wait a few minutes
• Report the issue

”No device configured” error

The branch doesn’t have a VSCU device set up:

1. Contact your administrator
2. They need to configure and initialize the device
3. You cannot process transactions until fixed

Performance Issues

System running slow

1. Check your internet:

   • Test connection speed
   • Try other websites
   • Restart router if needed

2. Browser fixes:

   • Refresh the page (F5)
   • Clear browser cache
   • Close unused tabs
   • Try different browser

3. System status:

   • Check if others have same issue
   • May be system maintenance

Page not loading

1. Check your internet connection

2. Try refreshing (F5 or Ctrl+R)

3. Clear browser cache:

   • Chrome: Ctrl+Shift+Delete
   • Firefox: Ctrl+Shift+Delete
   • Safari: Cmd+Shift+Delete

4. Try different browser

5. Contact support if persistent

Data not updating

1. Refresh the page
2. Check the sync status
3. Try manual sync
4. Clear browser cache

Frequently Asked Questions

General Questions

Q: What browsers does C-Tax support? A: Modern versions of Chrome, Firefox, Safari, and Edge. We recommend Chrome for best experience.

Q: Can I use C-Tax on my phone? A: Yes, C-Tax is mobile-friendly, though a larger screen is recommended for data entry.

Q: Is my data backed up? A: Yes, C-Tax maintains secure backups of all data.

Q: Who can see my transactions? A: Users in your organization with appropriate permissions. Transactions are also submitted to KRA.

Account Questions

Q: How do I get an account? A: Contact your company administrator to create an account for you.

Q: Can I have multiple accounts? A: Typically one account per person. Contact your admin if you need access for different roles.

Q: What happens if I leave the company? A: Your administrator should deactivate your account. Historical records are maintained.

Transaction Questions

Q: Can I edit a completed transaction? A: No, completed transactions cannot be edited. Use credit notes for corrections.

Q: How long are transactions stored? A: Indefinitely, for compliance and audit purposes.

Q: What is the QR code on receipts? A: It allows verification of the transaction with KRA.

Q: Can I delete a transaction? A: No, all transactions are permanent records.

Technical Questions

Q: What is a VSCU device? A: Virtual Sales Control Unit - the device that connects to KRA for tax compliance.

Q: Why do items need classification codes? A: KRA requires items to be categorized for tax purposes.

Q: What does “Sync with KRA” mean? A: It updates data between C-Tax and the KRA eTIMS system.

Troubleshooting Questions

Q: Why do I see different data than my colleague? A: Check if you have the same branch selected and similar filters applied.

Q: Why are some menu items missing? A: Your role determines what you can access. See User Roles.

Q: Why can’t I create purchases? A: Only Owner, Admin, and Accountant roles can create purchases.

Error Messages Explained

Getting More Help

Before Contacting Support

Gather this information:

1. What were you trying to do?
2. What error message did you see? (Screenshot if possible)
3. When did it happen?
4. What branch were you using?
5. Can you reproduce the issue?

Contact Options

Support Hours

Monday - Friday: 8:00 AM - 6:00 PM (EAT) Emergency support available for critical issues.

What Support Can Help With

• System errors and bugs
• Account access issues
• Transaction problems
• Feature questions
• Training requests

What Support Cannot Help With

• KRA policy questions (contact KRA)
• Your company’s internal processes
• Changing company business information

Preventive Tips

Avoid Common Issues

Daily Habits

1. Check for failed transactions
2. Review pending items
3. Read new notices
4. Clear completed tasks

Weekly Habits

1. Review transaction history
2. Verify totals match expectations
3. Update any pending items
4. Check for system updates

Still need help? Contact support at support@c-tax.ke or call +254 700 000 000