--- title: Taxwire Troubleshooting and FAQs url: https://docs.maxio.com/billing/taxes/integrations/taxwire/taxwire-troubleshooting-and-faqs applies_to: "Advanced Billing, Maxio Core" updated: 2026-10-29 --- # Taxwire Troubleshooting and FAQs Use this article to resolve common Taxwire setup, connection, and calculation issues in Maxio, and to find answers to frequently asked questions and best practices for keeping tax calculation working after setup. ## Troubleshooting common issues Find the symptom you're seeing, then work through the checks for it. ### The Taxwire card is not visible Confirm the Taxwire integration feature is enabled for your site by Maxio Support or your CSM. ### The connection test fails Confirm the API key is valid and belongs to the Taxwire account you want to connect. Maxio checks that a key was entered and makes a live test calculation to Taxwire when you use **Test Connection**. If the test fails, review the error message, confirm the key, and confirm that the key belongs to the intended Taxwire account, such as your Sandbox account or your live account. Saving your settings doesn't verify the key, so use **Test Connection** after you enter or change it. ### Taxes are not calculated Confirm the tax origin address is complete, the customer destination address is available, and the subscription or contract invoice has taxable products, components, or items. Also confirm the customer isn't marked **Tax Exempt** in Maxio, because Maxio doesn't call Taxwire for tax-exempt customers. ### A Maxio Core invoice shows a tax error for a missing country If a Maxio Core invoice has no country in the address your tax address setting uses, Maxio can't send that address to Taxwire. When the invoice gets no tax as a result, Maxio saves it with no tax and records a tax sync error: "Tax was not calculated because the invoice address has no country". Maxio doesn't record this error for customers marked **Tax Exempt**. You can find these invoices in the following places: - The **Invoices with tax error** count on the **Tax health** card of the **Taxes** page, if the card is available on your site. - The invoices list, with the **Tax Sync** filter set to **Failed to sync**. To resolve the error, add the country to the invoice address in Maxio Core and reissue the invoice. Maxio then recalculates tax and removes the error. This works while the invoice is open. On an invoice in a closed accounting period or one that is committed, reissuing doesn't recalculate tax, so contact Support to correct it. See Reissue Invoices to the Billing Portal for when reissue is available. If the invoice was never sent to Taxwire before, use **Commit Sales Tax** on the open invoice to create its first Taxwire transaction. Maxio reads common spellings of the United States in the country field, such as U.S., USA, and United States of America, as the United States. Any other country text is kept as entered, so use a valid country. ### The tax category is unexpected Confirm the **Taxwire Product Category** value set on the product or component in Maxio matches the category you intend Taxwire to use. If the field is blank, Maxio sends the general services category. On a Maxio Core item, confirm the **Tax Code** field instead. A taxable item with a blank **Tax Code** is sent as non-taxable, so its tax calculates as $0. ### Tax calculation fails Maxio logs Taxwire errors and displays setup or calculation issues where applicable. Common causes include: - Invalid credentials. - Unsupported or malformed address data. - Invalid product codes. - Taxwire service timeout. - Taxwire rate limit exceeded. ### Void or refund activity is missing in Taxwire Confirm the original invoice included Taxwire tax and that the invoice activity is supported by the Taxwire sync workflow. For invoice-centric billing sites, invoice, void, and refund events enqueue background jobs that export corresponding transaction activity to Taxwire. See Maxio Invoice and Taxwire Transaction Sync for which invoice activity exports and how Maxio identifies each transaction. If you set **Start syncing transactions from**, invoices dated before that date are never sent to Taxwire, so their voids and refunds aren't sent either. An invoice that was already sent before you moved the date keeps syncing its voids and refunds. For a consolidated invoice, look for each segment invoice's transaction in Taxwire, because the consolidated parent invoice doesn't get one. ## FAQs and best practices These answers cover common questions about how Taxwire works with Maxio, and how to keep tax calculation accurate after setup. ### Does Maxio maintain tax rates? No. Taxwire calculates rates dynamically based on invoice line items, product tax codes, and address data Maxio sends. You should still maintain the **Enable taxes** setting on products and components, tax codes, customer addresses, and origin address settings in Maxio. ### Can I test before going live? Yes. Connect a Maxio test site to Taxwire using the API key from your Taxwire Sandbox account. Run test subscriptions, contracts, or invoice previews and confirm expected taxes. Before going live, enter the API key from your live Taxwire account and test the connection again. ### What invoice activity is exported to Taxwire? Invoices, invoice updates, invoice voids, refunds, credit notes, and Service Credit applications are exported with transaction metadata used for reconciliation. See Maxio Invoice and Taxwire Transaction Sync for the exact transaction ID formats. ### Do customers still manage taxability settings? Yes. Product taxability, product tax codes, customer address collection, tax origin configuration, nexus, and filing setup remain customer-managed. ### Can I use Taxwire alongside Avalara, Anrok, TaxJar, or Sphere? No. Only one tax provider can be active per site at a time. ### Will exempt customers be respected? Yes. Exemptions stored for the customer in Taxwire are honored on Maxio invoices, because Maxio identifies the customer to Taxwire by Maxio customer ID. Customers marked **Tax Exempt** in Maxio aren't sent to Taxwire and aren't taxed. Taxwire can override an applied exemption in certain scenarios, such as when a customer is exempt in one region but taxable in another. ### What happens if I delete or void an invoice in Maxio? Maxio doesn't create a new Taxwire export for a deleted invoice. Voiding or refunding an already-exported invoice is different: the void or refund is synchronized to Taxwire so reporting stays accurate, as long as the invoice included Taxwire tax and the activity is supported by the Taxwire sync workflow. See Maxio Invoice and Taxwire Transaction Sync for full and partial void behavior. ### What are the recommended best practices? Follow these best practices to keep the Taxwire integration accurate and reliable after setup. Review these items before testing, going live, or making changes to tax-related settings. - Use your Taxwire Sandbox account's API key for implementation testing. - Connect your live Taxwire account's API key only when ready to calculate live taxes. - Keep the tax origin address complete and current. - Require the customer address type used by your tax address setting. - Turn on **Enable taxes** for the products and components that are subject to tax. - Use Taxwire product categories when a product or component needs a special tax category. - Review invoices after launch to confirm Taxwire tax lines and jurisdiction breakdowns appear as expected.