You see the error message "API call initiated for certificate: Failure. Received response: Failure after sending api call. Please contact support." in the Failed API log or on the History for an individual certificate and you want to know how to resolve the issue.
- Typically it is due to a Multi-Jurisdiction certificate where the single record is the only good one in the linked certificates, resolve by correcting the errors on all of the certificates linked to it, or deleting them if they are not good, then resending
- This can also happen if you're adding a PO number to a single-use certificate, and you've used special characters (&, @)
Note: If this does not resolve the issue, please submit a case to Support with the affected certificate number.
To submit a case to our Support team, please fill out this online form: https://help.avalara.com/Directory/Contact_Avalara/Submit_a_Case