Support policy for setup and e-invoicing

You can contact Raseedo by email when you need help installing the plugin, connecting your store to ZATCA or understanding an e-invoice error. Support is provided by the developer of the plugin. Pro customers receive priority email support, but there is no promised response time.

Issues we can help with

Support covers installing Raseedo on a supported WordPress and WooCommerce site, entering your seller details and completing Fatoora onboarding with an OTP. You can also ask how the plugin creates invoices, reports simplified invoices or handles refunds and credit notes.

If ZATCA rejects a document, support can help you read the response shown in WooCommerce > ZATCA E-Invoicing > E-invoices. Questions about invoice status, background retries, certificate renewal and access to stored XML files are also within scope.

For Pro, support includes questions about B2B checkout fields, standard invoice clearance, the missing e-invoice report, bulk retry, exports and licence activation. The setup guide is available when you want to review the onboarding steps.

Issues outside support

Support does not include custom plugin or theme development, changes to another provider's software or diagnosis of hosting problems unrelated to Raseedo. We cannot repair third-party plugins or hosting services as part of Raseedo support.

ZATCA operates its own Fatoora API. Support can explain an error returned to the plugin, but cannot fix a ZATCA outage or make the authority accept a rejected document. We also do not provide tax or legal advice. Your business remains responsible for its invoicing decisions and obligations.

How to request help

Email info@raseedo.com. Include your WordPress, WooCommerce, PHP and Raseedo versions, which environment you are using (Sandbox, Simulation or Production), and a description of the problem. If an invoice failed, include the ZATCA response displayed in the E-invoices tab and the steps that led to the error.

Explain what you expected and what happened instead. This helps identify whether the problem occurred during onboarding, invoice creation or reporting. Pro customers should mention their active plan so their request can receive priority handling.

Supported software versions

Support covers the latest Raseedo release on WordPress 6.5 or later and PHP 8.1 or later, with WooCommerce's current major version or either of the two previous major versions. WooCommerce must be active for Raseedo to work.

There is no guaranteed response or resolution time. Email support is available for questions within the scope above.