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FAQ & Troubleshooting

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Tax is not being removed for an exempt customer The usual causes when a customer claims exemption but tax stays on the order, starting with the tax class. The exemption form is not showing at checkout Why the exemption checkbox or fields may be missing from checkout, the cart or the My Account page. Certificate uploads are failing PDF-only, size limits, upload throttling and missing upload fields — the usual reasons a certificate will not save. Registration numbers are failing verification Telling a rejected number from an unreachable register, fixing HMRC credentials, and why some types are never looked up.