Troubleshooting common issues
Token not detected
If Fatoora App does not detect your PKCS#11 token:
- Make sure the token is properly inserted in a working USB port
- Make sure the driver is installed (open Windows Device Manager)
- Try another USB port
- Restart Fatoora App
For supported drivers, see PKCS#11 Token Configuration.
Incorrect PIN / Locked token
Warning: PKCS#11 tokens are permanently locked after several consecutive incorrect PINs. If your token is locked, contact TunTrust / ANCE to unlock it.
Fatoora App immediately stops the session on the first PIN error to protect your token.
Invoice rejected by TTN
Check the rejection reason displayed in the invoice details. Common causes:
| Cause | Solution |
|---|---|
| Incorrect tax ID | Check your tax ID in the organization settings |
| Tax ID not registered on TTN | Register on adhesion.elfatoura.tn |
| Incomplete TEIF data | Check partner and address information |
| Expired certificate | Renew your TunTrust certificate |
| Incorrect TTN credentials | Update your credentials in Settings → TTN Credentials |
Backend connection error
If the application displays a connection error to business.fatoora.tn:
- Check your Internet connection
- Check that
business.fatoora.tnis accessible from your browser - Restart Fatoora App
Quota exceeded
Your monthly invoice quota has been reached. Check your consumption from the portal:
To continue issuing invoices, upgrade to a higher plan from Organization → Billing.
Login and authentication
- Incorrect email / password: Check your credentials at www.fatoora.tn/login
- Email not verified: Check your inbox and click the verification link
- Session expired: Log back in to Fatoora App
Common error codes
| Code | Meaning | Action |
|---|---|---|
PIN_INCORRECT | Incorrect token PIN | Re-enter the PIN (beware of locking) |
TOKEN_NOT_FOUND | Token not detected | Check USB connection |
CERTIFICATE_EXPIRED | Expired certificate | Renew your TunTrust certificate |
TTN_CREDENTIALS_INVALID | Invalid TTN credentials | Check TTN login/password in settings |
QUOTA_EXCEEDED | Monthly quota reached | Upgrade to a higher plan at www.fatoora.tn |
UNAUTHORIZED | Session expired | Log back in to the application |
Signature (DigiGO / SEAL)
- DigiGO: requires an active TunTrust connection
- SEAL: requires a valid and configured certificate
Need more help?
Visit the Support page to contact the Track Soft team.