What makes a ticket get resolved fast
A support ticket is only as good as the information in it. Vague tickets ("eTIMS not working") bounce back with questions and waste days; precise tickets get resolved on the first reply. The difference is including what the person solving it needs: the exact error, the context, and how to identify your account.
A strong ticket states the exact error message or code, your KRA PIN, a clear step-by-step of what you were doing, what you expected to happen and what actually happened, and a screenshot if you can attach one. It goes to the right party, KRA for account, registration and rules, your provider for app and device behaviour. Confirm KRA's current channels at kra.go.ke.
Most eTIMS errors are not mysteries; they are a missing field, a sync gap or a wrong setting, each quick to fix.
How to fix it, step by step
Work through these in order. Stop when the issue clears.
- 1
Capture the exact error
Write down the precise error message or code, word for word, and take a screenshot if possible. This is the single most useful thing in a ticket.
- 2
Describe what you did
Give a short step-by-step of what you were doing, what you expected, and what happened instead, so the issue can be reproduced.
- 3
Include your identifying details
Add your KRA PIN and any device or account identifier so support can find your setup without asking.
- 4
Send it to the right party and keep the reference
Send to KRA or your provider as appropriate, and note the ticket reference so you can follow up.
How to stop it happening again
Writing a vague ticket
"It is not working" forces a round of questions. State the exact error, context and what you expected.
Leaving out the error text
The exact message or code is the most useful detail. Include it word for word, with a screenshot if you can.
Not noting the reference
Without the ticket reference, following up means starting over. Record it.
A precise ticket gets a one-reply fix
A business in Kisumu first raised a ticket that just said eTIMS was failing, and spent two days answering follow-up questions.
They re-raised it with the exact error code, a screenshot, their PIN, and a clear description of the steps and what they expected. Support identified the cause and replied with the fix on the first response.
The precise ticket turned a multi-day back-and-forth into a single exchange, simply by including what the solver needed up front.
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 avoids this
Veira is built so most eTIMS errors never reach you. It issues compliant KRA eTIMS invoices automatically with the right fields and tax treatment, validates as you go, captures the buyer PIN for business customers, and transmits to KRA, recording locally and syncing when you are offline so nothing gets stuck.
When something does need attention, Veira surfaces it clearly and local support helps you resolve it, rather than leaving you to decode a raw error. It runs on a free terminal or the phone you own, from KES 2,999 a month with a 30-day money-back guarantee. See how Veira works, or book a free demo.
Frequently asked questions
How do I raise an eTIMS support ticket?
What should an eTIMS ticket include?
Why does my ticket keep bouncing back?
Where do I raise a ticket for an app issue?
Will Veira stop this error happening?
Where do I confirm KRA-specific details?
how to raise an eTIMS support ticket is usually a quick fix once you know the cause, and with a compliant system like Veira it rarely arises at all. See how Veira works, or book a free demo. Always read the exact error and confirm KRA-specific steps at kra.go.ke.