Frequently asked questions and messages

Manual — NF-e and material receiving · chapter 11 of 11

The table explains the messages that can appear during receiving. The most common questions come right after.

Message	Where	Why	What to do
The access key must have exactly 44 digits	Import NFe	incomplete key	check the key on the DANFE
Select the destination site or project	Import NFe	the destination is missing	choose Site or Project and the destination
NF-e not found in the Serpro database (check the access key).	Import NFe	key with a wrong digit, or an invoice SEFAZ has not released yet	check the 44 digits; if the invoice is recent, try later
Serpro query limit exceeded; try again later.	Import NFe	too many queries in a row	wait and import again
Error querying Serpro (…) / Failed to authenticate with Serpro (…) / Access to the Serpro API was denied.	Import NFe	the lookup service is down or refused	try later; if it persists, call support
NFe already exists — opening…	Import NFe	the key was already in H2O	—
🏢 Restricted access / 🔒 No permission	Import NFe	the invoice already exists in a site you cannot see, or your profile cannot see invoices	look for whoever looks after the invoice’s site (chapter 3)
This invoice (NF-e no. …) was already imported and is in the trash. To use it again, restore it in NF-e › Trash (Restore button).	Import NFe	the invoice went to the trash	in the list, 🗑 Trash tab, Restore (chapter 2)
Similarity analysis required	Approve (Engineering)	the stock link was not analyzed	on the Items tab, Analyze Similarity (chapter 8)
Approved, but stock error: There are items awaiting review (N).	Approve (Engineering)	some item was left without a link decision	decide, Save Links and Approve stock entry (chapter 8)
Materials not loaded into stock yet	Items tab	the invoice was approved, but the entry did not happen	the same as the row above
The Engineering approval is assigned to … / The Client approval is assigned to …	record	another person of the same role is already assigned to the invoice	that person approves; or Return for adjustment frees it
Only the assigned engineer can approve as Engineering. / Only the assigned engineer can reject as Engineering. (and the client ones)	approve / reject	the same case, with an outdated screen	reload the page
Not allowed to approve as Engineering. / Not allowed to reject as Engineering. (and the client ones)	approve / reject	Approve (Eng.), Approve (Contractor) or Approve (Eng. and Contractor) is missing in the invoice’s site	ask the administrator for the mark (chapter 1)
Client approval is only possible when the NF-e is Awaiting Client. (and those of the same kind)	approve / reject	someone has already changed the state	reload the page
Item editing is not allowed at this stage of the invoice (NF-e).	item check	the invoice is already with the client, approved or rejected	to correct it before the client’s approval, Return for adjustment
Requires Eng. / Material approval requires Engineering permission.	Material	only engineering marks the material	—
Invoice (NF-e) already sent to the client — documents are locked.	photos and documents	the invoice has passed engineering	Return for adjustment (chapter 7)
The reference image cannot be deleted.	item photos	the reference is not removed with the X	use Discard (chapter 5)
No reliable image was found; the current one was kept.	Find new reference	the search found nothing better	keep it or use Discard
Enter the reason (min. 3 characters)	Return for adjustment	empty or short reason	write the reason
Invoice (NF-e) returned to …	Return for adjustment	result	—
Move this NFe to trash? → NFe moved to trash	record trash	confirmation / result	—
NFe not found	record	the invoice went to the trash or is outside your reach	go back to the list
E-mail queued for sending. / Reports queued! The e-mail with the link will arrive shortly.	sending by e-mail	result	wait a few minutes
NF-e outside your list (site or permission): …	batch sending	some ticked invoice left your reach	reload the list and tick again
Could not send. / Error generating PDF	e-mail / PDF	server failure	try again; if it persists, call support
Oops, something went wrong, invalid code!	app, Read Code / Type Code	incomplete key or refused by SEFAZ	check the key
Your profile cannot create invoices.	app, import	Create in Invoices (NFe) is missing in the site	ask for the right
The invoice already exists in the system, in another entity outside your access. / … but your profile cannot see it.	app, import	like 🏢 Restricted access / 🔒 No permission	look for whoever looks after the invoice’s site
No invoice for this work site on the device.	app, list — also in Site mode	no invoice has exactly this project or site as destination, or the app has not synced	sync; check Project / Site and the invoice’s Destination on the web (chapter 10)
No site found	app, list, Site mode	no site with an address among the device’s sites	use Project mode or register the site’s address
Nothing for you on this invoice now — it is another role’s turn.	app, Check	it is another role’s turn	—
Scanner unavailable on this device — opening the camera.	app, Scan document	the device has no scanner	take a photo with the camera
This file is N MB; the limit is 20 MB. Attach it through the system, on a computer.	app, attachments	file too large	attach it on the web (Documents tab)
N pages saved — they are sent on the next sync. / Attachment saved — goes up on the next sync.	app, attachments	kept on the device	sync when you have a signal
Invoice rejected — back to checking	app, ✗ Reject invoice	result	the receiver corrects it and sends it again

Frequently asked questions

• The invoice does not appear in the list. Check the tab and the Period (the period is by issue date; Clear goes back to all dates). If it still does not appear, the invoice is in a site outside your reach — or has not been imported yet (chapters 1 and 2).
• The invoice appears on the web but not in the app. The app shows only the invoices whose destination is exactly the project or site chosen at the top of the list. See the Destination column on the web: Proj — use Project mode and choose that job; Site — use Site mode and choose that site. An invoice of a site does not appear under its projects, and the parent site does not show its children’s invoices. Whoever only approves as the client does not see, without a filter, the In review and Awaiting engineering invoices — turn on their chips. If it is still missing, sync (chapter 10).
• I imported the invoice with the wrong destination. The destination does not change after the import, and the same key does not enter again — not even with the invoice in the trash. Talk to H2O support before checking (chapter 3).
• I deleted an invoice by mistake. In the list, 🗑 Trash tab, click Restore: it comes back as it was. Importing the key again only shows the notice that the invoice is in the trash (chapter 2).
• The check buttons do not respond. Either the invoice has already passed engineering (from Awaiting Client on, the items are locked), or your profile lacks Edit. Material belongs only to engineering (chapter 5).
• The reference image is of another product. On the web, open the item and click Find new reference; if there is no better one, Discard leaves the item without an image. It is only a reference: the check is about what arrived (chapter 5).
• The item has no reference image. The search runs in the minutes after the import; when no reliable image shows up, the item stays without one — on purpose. Try Find reference later (chapter 5).
• A certificate is missing and the invoice is already with the client. Use Return for adjustment → Return to: Awaiting Engineering, attach the document and engineering approves again, with a new signature (chapter 7).
• Why was the invoice rejected? Open the invoice: on the Information tab, the Rejection reason box shows the latest reason; the whole history is in Comments and reasons (history), and who rejected it, in the History. In the app, the card shows Returned: … (chapters 4 and 10).
• The invoice was rejected. How do I send it again? On the web, a Rejected invoice has no buttons and no reopen option. Today, only the app puts it back into the flow: the receiver opens the invoice, corrects what the reason asks for and taps Send to engineering (chapters 7 and 10).
• I approved as engineering and the material did not enter the stock. Some item was left without a link decision. On the Items tab, decide the remaining ones, Save Links and Approve stock entry (chapter 8).
• Neither the approve button nor the reject button appears. Check the state (engineering approves and rejects in Receiving and Awaiting Engineering; the client, in Awaiting Client), the mark in the profile (Approve (Eng.), Approve (Contractor) or Approve (Eng. and Contractor), in the invoice’s site) and whether the step is not assigned to another person (The … approval is assigned to …) (chapters 1 and 7).
• Does rejecting the invoice undo what entered the stock? When the client rejects (on the web or in the app) or the invoice is sent back for adjustment, yes, but only the stock line linked to the invoice. After a partial issue, the issued part is removed (with the record of the issue); the remainder, which became a new line, stays in stock. What was transferred to another site stays too. The materials created stay in the catalog. Check the balance after the new approval (chapter 8).
• Can the client approve several invoices at once? No: there is no batch approval — each invoice is approved in its own record, with a signature. What goes in batch is sending the PDFs by e-mail (chapters 7 and 9).
• I sent the PDF by e-mail and it did not arrive. The sending goes into a queue: wait a few minutes and check the spam folder. In batch sending, the e-mail carries a link to the ZIP, valid for 30 days. An address typed with an error is ignored (chapter 9).