Fiscalisation 2.0 introduced a new layer of automated communication with the Tax Authority — which also means new error categories that must be recognised and reported correctly. In most cases an error is not a disaster, but every sloppily handled incident becomes a headache at audit time.
This is a practical guide through the process: how to spot an error early, what to attach to the report, who to contact, and the role REDOK plays as a registered information intermediary in that chain.
Error categories the Tax Authority distinguishes
- Communication error — your system fails to reach the Tax Authority's CIS service (timeout, TLS handshake fail, expired certificate).
- Validation error — CIS responds with an error code (e.g. v204 "invalid schema" or v412 "tax ID not registered"). The invoice is not fiscalised.
- Functional error — the fiscalisation technically succeeded, but a content error is later found (wrong recipient tax ID, wrong VAT rate). Solved with a reversal plus a new invoice.
- Tax Authority system-side error — CIS is unavailable or returns 5xx errors. You are not the cause but still obligated to document the attempts.
What to attach to the report
A well-prepared report shortens incident resolution from several days to a few hours. The minimum you should have ready: JIR (if any), ZKI, the exact transaction time (with time zone), the full request and response XML from CIS, the error code and the error text CIS returned. Without those attributes the helpdesk cannot trace your case in their own records.
We also recommend attaching your business system log: which user attempted to issue the invoice, on which terminal/POS and which software version. That helps the Tax Authority separate an error on their side from an error in your ERP.
Who to contact
The Tax Authority has a dedicated fiscalisation helpdesk — communication runs through a structured email form or the e-Porezna portal. The phone line is secondary and reserved for emergencies (an entire branch cannot fiscalise, real-time revenue impact). We do not recommend informal channels or „connections“ — an incident without a ticket number does not exist.
REDOK's role as an information intermediary
As an information intermediary registered under the Fiscalisation Act, REDOK can open a ticket with the Tax Authority on your behalf, attach the technical evidence (XML, logs, network timestamps) and track the resolution. This is especially useful when it is unclear which side caused the error — REDOK has the formal channel and the experience to draw that line quickly.
In practice: when a customer reports an incident to REDOK support, we open an official ticket with the Tax Authority within a 4 business-hour SLA and pass the reference number back to the customer. Resolution by the Tax Authority typically takes 1–3 business days, depending on complexity.
Immediate steps when you spot an error
- Do not delete or edit records in the ERP — the original must stay untouched for the ticket.
- Save the request and response XML (network communication logs, not just an ERP printout).
- Mark the incident in your internal log with time, user and description — details will fade quickly.
- If multiple invoices are affected, list all JIRs/ZKIs together with their timestamps.
Summary
Errors in F2.0 are not rare — the system is new and complex. The difference between a company that resolves them in hours and one that drags posting by weeks is discipline: the more data is ready immediately, the less pain later.
The REDOK team runs a free pre-flight check of your F2.0 integration — a review of the last month's logs and a short report of actual and potential issues. Get in touch through the contact form.