Fix a failed e-invoice
An Owner can change which roles have this in Account Access.
LHDN rejected a donation’s e-invoice, or DonorCARE’s own check caught a problem before it was even filed — here’s what each message means and how to fix it.
Check these first
Section titled “Check these first”- Open the donation and read the exact text under E-Invoice Status — most rejections trace to one missing or malformed field on the donor’s record, not a DonorCARE problem.
- Check whether the flagged field lives on the donor’s saved profile rather than just this donation — fixing it there prevents the same rejection on their next gift.
- After fixing the donor’s details, select Resubmit to LHDN. DonorCARE does not retry a rejected e-invoice automatically.
By what you see
Section titled “By what you see”Buyer contact number is missing or shorter than the 8 digits LHDN requires
Section titled “Buyer contact number is missing or shorter than the 8 digits LHDN requires”What it means. LHDN’s rejection code CF414. The donor’s phone number is missing, or has fewer than 8 digits once normalised.
What to do. Add or correct the phone number on the donor’s record (DonorCARE falls back to the organisation owner or admin’s own phone if the donor has none), then Resubmit.
Buyer’s state code is invalid for this document type
Section titled “Buyer’s state code is invalid for this document type”What it means. LHDN’s rejection code CV317. The donor’s state is missing, or set to state 17 (Not Applicable / overseas) — LHDN only accepts state 17 on a consolidated invoice, never on an individual e-invoice with an identified buyer.
What to do. Set the donor’s state to one of the 16 real Malaysian states, then Resubmit.
The TIN and identity-type combination is invalid
Section titled “The TIN and identity-type combination is invalid”What it means. LHDN’s rejection code ERR246. A company TIN (starting with C) was submitted with an NRIC as the identity type. LHDN requires a company TIN to be paired with a business registration number (BRN), never a personal NRIC.
What to do. Change the donor’s identity type to BRN and enter the company’s SSM registration number — or, if the gift is really from an individual, use their own personal TIN instead of the organisation’s.
Tax type was submitted with a non-zero tax percentage
Section titled “Tax type was submitted with a non-zero tax percentage”What it means. LHDN’s rejection code CF394. DonorCARE always files donations at 0% tax, so this points at an integration-level fault rather than anything on the donor’s record.
What to do. This isn’t fixable by editing donor details. Contact DonorCARE support with the invoice reference.
Buyer name / buyer identity type / buyer identity number is missing
Section titled “Buyer name / buyer identity type / buyer identity number is missing”What it means. DonorCARE’s own pre-flight check, run before a draft is even submitted, found a donor record missing a name, an ID type (NRIC, BRN, Passport or Army), or an ID number.
What to do. Complete the donor’s identity details, then submit or resubmit.
Donation amount must be greater than zero
Section titled “Donation amount must be greater than zero”What it means. The donation amount recorded is zero or negative, which LHDN will not accept as an invoice line.
What to do. Correct the donation amount before submitting.
Passport number must be 12 characters or fewer
Section titled “Passport number must be 12 characters or fewer”What it means. LHDN’s own length limit on a passport number field. Only passport numbers are capped this way — NRIC and business registration numbers are not.
What to do. Check the donor’s passport number for a typo, extra character, or stray space, then Resubmit.
Buyer country is not on the LHDN country list
Section titled “Buyer country is not on the LHDN country list”What it means. The country recorded for the donor doesn’t match any code or name LHDN recognises.
What to do. Set the donor’s country to one from DonorCARE’s list (or its ISO code, e.g. MYS for Malaysia), then Resubmit.
This submission is in a currency other than MYR
Section titled “This submission is in a currency other than MYR”What it means. DonorCARE files every e-invoice in Malaysian ringgit. A donation recorded in another currency needs converting before it can be submitted.
What to do. Confirm the donation’s amount and currency are correct before submitting.
An unfamiliar code you haven’t seen explained here
Section titled “An unfamiliar code you haven’t seen explained here”What it means. DonorCARE explains a small, evidence-backed set of LHDN’s rejection codes. Anything outside that set is shown as the raw code and LHDN’s own message, unexplained.
What to do. Read LHDN’s own message text next to the code — it usually names the field in question. If it’s still unclear, contact DonorCARE support with the donation’s invoice reference and the exact code.
Still stuck
Section titled “Still stuck”Contact DonorCARE support with the donation’s Invoice Ref (shown on the E-Invoice Status panel) and the exact rejection text. Support can tell whether it’s a donor-record fix you can make yourself or something that needs DonorCARE’s side corrected.
Related
Section titled “Related”Screenshots use sample data. Every screen on this page is captured against a demo organisation seeded with generated donors, amounts, receipt numbers and campaigns. Any resemblance to a real person or organisation is coincidental.