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Troubleshooting

The numbers look wrong

If the dashboard total does not match what you expect, first remember what is and is not counted: only cross-border EU B2C sales in Processing or Completed status, at the order total minus tax (shipping included, VAT excluded), net of refunds. Domestic, Non-EU, and B2B orders never count, and manual adjustments are added on top. Check a few specific orders via their EU VAT OSS box to see exactly how each was classified and what net amount was recorded.

If the total still looks off — typically after a data import, bulk status changes, a plugin update, or changing a classification-affecting setting — click Recalculate on the dashboard. It rebuilds the selected year from your actual orders in the background via Action Scheduler; orders that come in during the rebuild are deferred and replayed automatically, so the result is consistent.

Also note: once a year has crossed EUR 10,000, the dashboard keeps reporting it as exceeded even if refunds pull the running total back under the line. That is the EU rule (destination VAT applies for the rest of the calendar year once crossed), not a bug.

A B2B order is still counting toward the threshold

Open the order and check the VAT number line in the EU VAT OSS box:

  • Invalid — not a usable VAT number — the number is malformed (or VIES confirmed it does not exist). By design, a bad number never excludes a sale: the order keeps counting and is flagged for review. If the customer made a typo, correct the number on the order.
  • Format-valid (not VIES-verified) while Require VIES verification for B2B is enabled — strict mode only excludes VIES-verified numbers, and VIES verification requires the Pro add-on. Either install Pro or turn strict mode off in Settings.
  • No VAT number at all — a company name alone does not trigger B2B classification, and WooCommerce’s native customer tax-exempt status is not checked. The order needs a VAT number in a recognised meta key, or is_vat_exempt set to “yes”.

A warning icon appears in the orders list

The red warning icon next to an EU B2C badge means the customer claimed B2B but the VAT number was invalid or unverified, so the sale is counted toward the threshold anyway. This is intentional — review the order, and if the number is genuinely valid, fix it on the order (or use Pro VIES verification to confirm it).

Tracking is paused on a non-EUR store

The free plugin tracks EUR stores only. If your store currency is not EUR, threshold tracking is paused: an admin notice says “Your store uses X. EUR threshold tracking requires Premium”, and the dashboard carries the same note. The Pro multi-currency module converts every order to EUR using ECB reference rates and activates tracking.

”Could not fetch EUR exchange rates” notice (Pro)

With Pro multi-currency active, if no live and no last-known-good ECB rate is available, tracking pauses rather than counting unconverted foreign amounts — a warning notice tells you new sales are temporarily not being counted. This recovers automatically: once rates can be fetched again, the deferred sales are recalculated and counted. No action is needed beyond not ignoring the notice indefinitely.

The VAT field is not showing at checkout

Check the VAT number field at checkout setting (WooCommerce → One Stop Shop → Settings):

  • On Never show, the field is intentionally absent.
  • On Auto (the default), the plugin defers when it detects a known third-party EU VAT plugin (WooCommerce EU VAT Number, Aelia EU VAT Assistant, Germanized) or when the classic checkout already exposes a VAT field — the other plugin’s field is used instead, and its numbers are still read for classification. Set Always show to force the plugin’s own field.

On the block checkout the field appears as an optional VAT number field in the contact section; if it is missing there, make sure you are on plugin version 1.3.0 or later, which fixed a hook-timing issue that could leave the block field unregistered.

Threshold emails are not arriving

  1. Confirm Email notifications is set to Enabled and the Notification email address is valid under WooCommerce → One Stop Shop → Settings → Notifications.
  2. The 100% alert is a WooCommerce email with its own toggle — check WooCommerce → Settings → Emails → OSS threshold alert is enabled.
  3. Remember the free plugin sends one alert at 100% per year (70%/90% alerts and the monthly digest are Pro). If you are at 85%, no email is due yet.
  4. Test general mail delivery — WordPress’s wp_mail() is unreliable on many hosts; an SMTP plugin (e.g. WP Mail SMTP) usually fixes silent delivery failures.

A dismissed admin notice came back (or won’t come back)

Threshold notices (“approaching”, “exceeded”, “destination VAT required”) are dismissed per user, per year, per level. Dismissing the “approaching” notice does not suppress the later “exceeded” notice, a new calendar year brings fresh notices, and another admin user has their own dismissals. The setup and currency notices stay dismissed per user once dismissed.

HPOS compatibility

The plugin declares full compatibility with WooCommerce High-Performance Order Storage. The OSS status column, the order meta box, the country drill-down links from the dashboard, and recalculation all work on both HPOS and legacy post-based order storage — no setting changes needed.

Getting further help

If none of the above resolves your issue, check the changelog for recent fixes, then contact support with your WordPress, WooCommerce, and plugin versions and a description of what you are seeing.