Why eTIMS printing issues happens
eTIMS printing issues is not random. It comes from one of a few specific causes, and once you know which one you are looking at, the fix is straightforward. Here is how the problem usually shows up first:
- The receipt will not print at all
- A faint, partial or wrongly sized printout
- The QR code prints but will not scan
Match what you are seeing to the closest description above, then work through the fixes below in order, starting with the most common.
eTIMS printing issues is rarely random; match the symptom to the cause and the fix is usually minutes away.
How to fix eTIMS printing issues
Work through these in order. Most businesses resolve it at step one or two, without contacting KRA.
- 1
Check the printer connection
Confirm the printer is on and connected, whether by cable, Bluetooth or network. A dropped connection is the most common reason nothing prints. Reconnect and try again.
- 2
Replace the roll and clean the head
A faint or partial print usually means a low or poor-quality thermal roll, or a dirty print head. Fit a fresh roll, clean the head, and the print sharpens.
- 3
Set the print density high enough
If the QR code is too light to scan, raise the print density in the printer settings so the code prints dark and crisp.
- 4
Select the correct printer
If you have more than one printer, make sure the right one is selected in your POS or app. Printing to the wrong device looks like a failure.
What not to do
Do not re-issue the invoice just to print it
The invoice is already recorded. Fix the printer and reprint; do not create a new invoice and risk a duplicate.
Do not hand over an unscannable QR receipt
If the QR code will not scan, fix the density and reprint so the customer has a verifiable receipt.
A worked example
A shop kept handing out faint receipts whose QR codes would not scan, and worried the eTIMS setup was faulty.
The thermal roll was old and the print density was set low. A fresh roll and a higher density setting produced crisp receipts with scannable QR codes. eTIMS had been working the whole time; the printer was the issue.
When printing looks wrong, start with the roll, the head and the density before suspecting eTIMS.
Trading without eTIMS-compliant tax invoices risks KRA penalties, blocked VAT input claims for your customers, and receipts a business buyer cannot expense.
Veira signs every sale to KRA eTIMS automatically, so each receipt is compliant the moment it prints, with no separate device to reconcile.
How Veira keeps this from happening
Veira handles eTIMS natively at the point of sale, so the conditions that cause eTIMS printing issues are managed for you. It validates the invoice before it is sent, records sales offline when the network drops and transmits them to KRA when the connection returns, and keeps your KRA details in order so the common causes never arise.
When something does need attention, Veira flags it in plain language with the next step, and local support is on hand rather than a queue. See how Veira works and book a free demo. It runs from KES 2,999 a month with a free terminal.
Frequently asked questions
Why is my eTIMS receipt not printing?
Why is the QR code on my receipt not scanning?
Is the sale still valid if the receipt did not print?
Can I reprint an eTIMS receipt?
Do I need a special printer for eTIMS receipts?
eTIMS printing issues is almost always one of a few known causes, each with a quick fix, so do not panic if you hit it during a sale. Work through the steps above, and if you would rather not deal with eTIMS errors at all, Veira handles compliance natively so most never happen. See how Veira works and book a free demo. Always confirm current KRA processes at kra.go.ke, as rules can change.