--> Skip to main content
Avalara Help Center

Why is my certificate not working to exempt customer?

Overview

I uploaded a certificate and my invoice still shows tax

Environment

Avalara CertCapture

Resolution

  • Go to CertCapture and look at the certificate to find the issue:
    • Go to the customer  > Taxability tab > click the State in question to see the certificate:
      • If it shows INVALID > go to Validation > review reason > Edit certificate as needed > remove INVALID reason on Validation tab (click Edit then save)
      • If it doens't show INVALID > go to History > review API call initiated for certificate: Failure. > make changes
  • Failed API and Invalid status mean the certificate can't update in the Admin Console, your customer will be taxed until the issues are resolved.
  • Note: If a Multi-Jurisdictional certificate click on the first state in alphabetical order to view the API call.

  • If API Call is a Success, check the Admin Console to see if the certificate is there and active. Sometimes it takes a few minutes for this to happen, and update or re-calculate the invoice.