Fixing buyer not matched errors

Use this guide when a document fails because JomeInvoice could not link it to a saved Customer, or because it matched more than one. For how the matching works in the first place, see How JomeInvoice matches buyers and suppliers.

Start here: read the exact reason

1. Open the Import Log.
2. Find the entry for the file or receipt, and select View.
3. Read the reason recorded against the failed receipt or row, and copy the exact message.
4. Match that message to a section below.

The receipt stays Failed until the buyer can be matched.

How the fix works

This is the part most people miss, so it is worth reading before you change anything.

Every fix below therefore ends the same way: send the document again once your records are correct.

It is also worth knowing which details JomeInvoice is comparing before you start. Open SFTP & API Customer/Supplier Matching Identifiers in Settings → Workspace Settings, under General, and note which details are switched on for your workspace. That list tells you which values to check on the record.

Each of those details has to match exactly when the incoming document carries it. A detail the document leaves out or sends blank is left out of the comparison instead, which widens the search rather than narrowing it — so it is worth checking what your source system actually sends, not only what is switched on. See How JomeInvoice matches buyers and suppliers.

No saved customer matched

Error message: No buyer matches the configured identifiers. The message may also say that the system re-checked and still found no match.

Where you will encounter it: Import Log, or automated receipt processing. The receipt shows Failed.

What it means: None of your saved Customer records carry the same identifying details as the buyer on the incoming document. Matching is an exact comparison, so a near miss counts as no match.

Steps to fix:

1. Open your Customer list and search for the buyer. Search by name first, then by registration number or customer code, and check the Approved, Pending Approval, and Awaiting tabs.
2. If a record exists, open it and compare each detail against the incoming document, character by character. Check every identifier that is switched on in your matching identifiers setting:
   • Name: always compared. Watch for extra spaces, differing punctuation such as Sdn. Bhd. against Sdn Bhd, and a trading name used instead of the registered name.
   • TIN: confirm the prefix suits the entity type and that no digits are missing. See TIN verification.
   • Registration Number: confirm both sides use the same format, because companies have both an older and a newer registration number format.
   • Registration Type: confirm it describes the number you actually entered, for example a company registration number rather than an NRIC.
   • Customer Code: if this identifier is switched on, confirm the code on the record is the same one your source system sends.
3. Correct the Customer record so it matches the incoming document, then save.
4. If no record exists, create one. Either add the customer yourself, or invite the customer to self-onboard so their details come from them.
5. Send the document again through the route it came from.

The buyer name is missing on the incoming document

Where you will encounter it: Import Log, on a receipt that failed with no buyer matched.

What it means: The buyer name is always used for matching. If the incoming document carries no buyer name, JomeInvoice cannot search at all, so the result is no match even when the TIN and registration number are correct.

Steps to fix:

1. Open the failed row and confirm whether a buyer name arrived with it.
2. Correct the export in your source system so every document carries the buyer name.
3. Send the corrected document again.

More than one customer matched

Error message: Multiple parties found.

Where you will encounter it: Import Log, or automated receipt processing. The receipt shows Failed.

What it means: Two or more of your Customer records carry the same identifying details, so JomeInvoice cannot safely decide which buyer to use. It will not guess, and it will not create another record.

Steps to fix:

1. Open your Customer list and search for the buyer's name, registration number, or code.
2. Identify every record that shares the same details. Check all status tabs, because a duplicate can sit in a different tab.
3. Decide which record you are keeping.
4. Correct or remove the others so that only one record matches the incoming document.
5. Send the document again.

The buyer details were too incomplete to create a record

Error message: Missing buyer fields: tin, registration_number. The fields listed vary.

Where you will encounter it: Import Log, on a document for a buyer you do not have saved.

What it means: No record matched, and Customer/Supplier Auto Registration is Enabled so one would have been created, but the incoming document did not carry every detail a new record requires. JomeInvoice will not create a partial record.

Steps to fix:

1. Note which details the message lists as missing.
2. Add the buyer to your Customer list yourself with all of the required details: name, registration type, registration number, TIN, and email. Alternatively, correct your source system so it sends those details.
3. Send the document again.

See How JomeInvoice matches buyers and suppliers for the full list of details a new record needs.

The customer or supplier has no email address saved

Error message: A message that the customer or supplier has no primary email address.

Where you will encounter it: When a document is submitted, on a customer or supplier that already exists in your workspace.

What it means: JomeInvoice needs an email address on the customer or supplier record before a document for them can be submitted. This is separate from automatic registration: a record added by hand or through Bulk Upload can be saved without an email address, and the problem only appears later, at submission.

Steps to fix:

1. Open the Customer or Supplier list and find the record named in the message.
2. Open the record and add a primary email address.
3. Submit the document again.

The customer or supplier has no state or country saved

Error message: A message that the customer's or supplier's state code, or country code, does not exist.

Where you will encounter it: When a document is submitted, on a customer or supplier that already exists in your workspace.

What it means: A document sent to LHDN needs the customer's state and country. Neither is required to create the record, so a record created automatically from a document that carried no address is saved without them, and only fails when you try to submit for it.

Steps to fix:

1. Open the Customer or Supplier list and find the record named in the message.
2. Open the record and complete the address, including State and Country.
3. Submit the document again.

The buyer has no TIN or registration number at all

Error message: A message that required buyer or supplier details are missing, naming the TIN or the registration number.

Where you will encounter it: Import Log, or during upload.

What it means: The document did not carry the buyer's tax or registration identifiers, which LHDN requires.

Steps to fix:

1. Add the buyer's TIN and registration number to the Customer record, or to the source data.
2. For an individual buyer, provide their identification number.
3. Send the document again.

Suppliers work the same way

Self-billed documents are matched against your Supplier list using the same rules, the same outcomes, and the same fixes. Wherever this guide says Customer, read Supplier for self-billed documents.

Preventing it happening again

• Invite customers and suppliers to self-onboard so their identifiers come from them instead of being typed in twice. See Invite customers / suppliers to self-onboard.
• Keep one record per buyer. Search before adding, so you do not create the duplicate that causes a "more than one match" failure later.
• Agree one source of truth for buyer identifiers with whoever maintains your source system, so the same name, TIN, and registration number are used in both places.
• Match on only the identifiers you can rely on. Every identifier switched on in your matching identifiers setting has to match exactly, so selecting one your source system does not send consistently will cause avoidable failures.
• Fix the source, not only the record. If a feed repeatedly sends details that do not match, correcting records one at a time will not stop the failures.

If your error is not listed

1. Open the Import Log entry and select View to read the reason recorded on the row.
2. Copy the exact message.
3. Contact JomeInvoice support with that message, and a sanitised sample of the document, if the details look correct but the failure continues.

Related articles

• How JomeInvoice matches buyers and suppliers
• Why your invoice was rejected
• Invite customers / suppliers to self-onboard
• TIN verification: company vs individual
• Fixing import and upload errors
• Understanding invoice statuses