Answers to the most common questions, grouped by topic.

For: administrators and technical teams at client companies. Terms are defined in Concepts.

Tickets and invoices

How long does it take to invoice a ticket?

Usually within 24 hours. Some tickets need manual review or a reply from the merchant; in those cases the ticket stays in progress until it’s done. Statuses are in Ticket flow.

Why can’t I upload tickets on behalf of a collaborator?

Because they don’t have an active RFC, or it’s disabled. In Empresas y colaboradores, select the collaborator and upload their tax certificate with Agregar RFC; if it’s disabled, click Habilitar. See Companies and collaborators.

Where do I download the PDF and the XML?

In the detail of each invoice, or all of the month’s invoices in a ZIP with Descargar (Inicio) or Descargar facturas del mes (Reportes). Through the API, with GetTicketById. It’s a good idea to keep both files: the XML is the receipt that’s valid before the SAT and the PDF is its printable version.

Can every merchant be invoiced?

Any Mexican merchant that issues a ticket or receipt: gas stations, restaurants, stores and more. Illegible tickets or tickets from merchants that don’t issue invoices end up as No facturable (not invoiceable); the reason appears in the ticket detail and in the ticket code (see Catalogs).

Plan

What happens if I reach my plan’s limit?

You’ll see a notice in Inicio at 80% and at 100%. Check your usage in Plans and request an increase from there.

What do I do if I forgot my password or can’t sign in?

Contact the support team through the channels in the Help center or ask your account administrator for help.

What do I do if something isn’t working?

Click Actualizar in Inicio. If the problem continues, open a support ticket from the Centro de ayuda or with Pedir ayuda inside the affected ticket.

Can I use the same URL for all three events?

Yes. Tell the events apart with the X-FF-Event header, and remember that each webhook has its own secret (see Which secret do I use?).

Do I get notifications for tickets uploaded from the app or WhatsApp?

Yes, regardless of the channel they were uploaded through, as long as there’s an active webhook that applies: the one for the ticket’s company or, if it has none, the one for your parent company. An intermediate company’s webhook doesn’t apply to its child companies (see Which webhook is used for each ticket).

How do I know who uploaded the ticket?

With data.userId (collaborator) and data.associationId (company). For association tickets, userId is null.

Does the notification include the PDF and the XML?

I lost the secret. Can I look it up?

No. Generate a new one with Regenerar secreto on the Webhooks screen or with RegenerateWebhookSecret; the previous one stops working immediately.

Can I delete a webhook?

No. Deactivate it by turning off Enviar notificaciones on the Webhooks screen, or with SaveWebhook and isActive: false. If you deactivate it on a company that isn’t the parent company and your parent company has that event active, that company’s notifications are sent to the parent company’s webhook.

What time zone are the dates in?

occurredAt and API dates are in Mexico time. X-FF-Timestamp is in Unix seconds (UTC).

How long can I look back at the delivery history?

The technical details of webhooks are in Webhooks.