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If something isn’t working as expected in SmartPyme, this guide walks you through the most common problems and how to resolve them. Work through the relevant section below, and contact support if the issue persists.

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Login and access issues

Follow these steps to restore access:
1

Check your credentials

Make sure your email address and password are correct. Passwords are case-sensitive.
2

Clear your browser cache

Stale session data can cause login failures. Clear your browser’s cache and cookies, then try again.
3

Reset your password

If you’re still unable to log in, go to app.smartpyme.site, click Forgot password, and follow the reset link sent to your email.
A 403 Forbidden error typically means your account is inactive or your subscription has lapsed. Contact your company administrator to verify your account status, or reach out directly to soporte@smartpyme.com for subscription assistance.

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Electronic invoicing (DTE) errors

Your Ministry of Finance (MH) credentials may be expired or incorrect. To update them:
1

Open the Electronic Invoicing settings

Go to Settings → My Account → Electronic Invoicing.
2

Re-enter your MH credentials

Update your MH username and password, then save the changes.
3

Retry the submission

Return to the sale record and resubmit the DTE document.
The MH servers may be temporarily unavailable. Wait a few minutes, then resubmit the document from the sale record.
If the pending status persists for more than 30 minutes, switch to Contingency mode to continue issuing documents without interrupting your operations.
A rejection means the document contains one or more validation errors. Open the sale record and review the error detail provided by MH. Common causes include:
  • Invalid NIT — verify the customer’s NIT is correctly entered.
  • Incorrect economic activity code — confirm your company’s registered activity code under Settings → My Account.
  • Missing required fields — ensure all mandatory fields on the document are complete.
Correct the errors on the sale record and resubmit.

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Inventory and sales issues

Check that the product is linked to the correct warehouse (bodega) for the branch where the sale was made. To verify:
1

Open the product record

Go to Inventory → Products and open the affected product.
2

Confirm the warehouse assignment

Make sure the product is assigned to the right warehouse for the branch.
3

Review the movement history

Go to Inventory → Kardex and search for the product to see its full movement history and confirm whether the sale was recorded.
Use the search and filter tools in the Sales module. You can filter sales by:
  • Date range
  • Status (e.g., completed, pending, cancelled)
  • Customer
  • Document number
If you’re searching across multiple branches, make sure you have the correct branch selected in the top navigation.

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API and integration issues

Your API Key may be invalid, or your company account may be inactive. To resolve this:
1

Retrieve a fresh API Key

Go to Settings → My Account → Integrations and copy your current API Key.
2

Update your integration

Replace the old key in your application or integration with the new one.
3

Verify your account status

If the error persists, confirm with your administrator that the company account is active.
You’ve exceeded the hourly rate limit. SmartPyme enforces the following limits:
  • Standard: 1,000 requests per hour
  • With date filters: 2,000 requests per hour
Wait for the next hourly reset before making additional requests. To avoid hitting the limit, apply date filters to your queries and batch requests where possible.
See the Rate Limits documentation for full details and best practices.
Follow these steps to diagnose the issue:
1

Verify the webhook URL

Make sure the webhook URL configured in WooCommerce includes your correct SmartPyme token.
2

Check the webhook events

Confirm that the webhook is set to trigger on Order Created and Order Payment events.
3

Review the delivery log

In WooCommerce, go to WooCommerce → Settings → Advanced → Webhooks, open your webhook, and check the delivery log for error responses from SmartPyme.
See the WooCommerce & Shopify integration guide for full configuration details.

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Getting more help

If you’ve worked through the steps above and still need assistance, contact the SmartPyme support team:
Include your company ID and a description of the steps that led to the issue when contacting support. This helps the team reproduce and resolve your problem faster.