Error Message: An error occured while generating the invoice

If you see the message "An error occurred while generating the invoice" when trying to print or download an invoice, this means the system was unable to create the invoice document for one or more of your orders. This is usually caused by an issue with the data on a specific order rather than a fault with your whole account, and can often be resolved using the steps below.

Things to try

1. Wait a moment and try again. This error can sometimes happen due to a temporary issue while the document is being created. Retrying after a minute or two often resolves it.
2. Try printing a single order instead of a batch. If you were printing invoices for multiple orders at once, try printing them one at a time. This helps identify whether the problem is affecting all the orders or just one specific order.
3. Check the order for missing or unusual information. Invoices can fail to generate if an order is missing expected details, such as a delivery address, order items, or has been cancelled. Open the order and confirm the customer and order details look complete.
4. Try a different browser or clear your browser cache. If the invoice appears to generate but won't open or display correctly, this is sometimes related to the browser rather than the invoice itself.

If the error continues

If you've tried the steps above and are still seeing this error, please contact our support team with the following information so we can investigate further:

• The order number(s) affected
• Whether the error happens for all orders/invoices or only specific ones
• Outline any affected company identities and please let us know if it's a new company identitiy
• A screenshot of the error message, if possible

Our support team will be happy to help get this resolved for you.