---
url: /gst-manager-acellemail/troubleshooting.md
description: >-
  Fixes for the common GST Manager problems — activation blocked by ionCube,
  everything locked to the License page, GSTIN rejected, tax missing from totals
  or the PDF, {Bank_Details} not replaced, updates that won't install, and
  integrity 'Sync required'.
---

# Troubleshooting

Diagnostic steps and solutions for common issues in GST Manager for AcelleMail. For verbatim on-screen messages, see the [Error reference](/gst-manager-acellemail/errors).

## Activation fails with an ionCube message

**Symptom:** Activation halts with *"ionCube Loader required. Contact support@relyweb.co"*.

* **Root cause:** The active PHP environment lacks the required ionCube Loader extension.
* **Resolution:**
  1. Install ionCube Loader 13.0.2 or newer matching your active PHP version.
  2. Add `zend_extension=ioncube_loader_lin_...so` to your active `php.ini`.
  3. Restart PHP-FPM and web server services.
  4. Return to **Admin → Plugins** and reactivate the plugin.

See [Requirements](/gst-manager-acellemail/requirements).

## Only the License page shows — everything is locked

**Symptom:** Admin menu links collapse to the License tab, and direct URLs redirect with access warnings.

* **Root cause:** The plugin lacks an active license validation binding.
* **Resolution:**
  1. Navigate to **GST Manager → Plugin Settings → License**.
  2. If entering a new key, paste it and click **Activate**.
  3. If previously licensed, click **Re-activate** to refresh domain, IP, and installation path bindings.
  4. If validation continues failing, confirm outbound HTTPS connectivity to the licensing server.

See [Licensing](/gst-manager-acellemail/licensing).

## GSTIN is not accepted

**Symptom:** Entering a GSTIN displays the error message *"GSTIN is invalid."*

* **Root cause:** Value failed 15-character statutory format rules (State Code + PAN + Entity Code + `Z` + Check Digit).
* **Resolution:**
  * Verify formatting adheres to standard structure (e.g. `22AAAAA0000A1Z5`).
  * Confirm the state code matches the customer's registered state.
  * Re-enter the number until the green confirmation *"GSTIN format is valid."* appears.

See [GSTIN validation](/gst-manager-acellemail/guides/gstin-validation).

## Tax isn't added to totals, or the GST PDF isn't showing

**Symptom:** Orders bill pre-tax subtotals, or invoice downloads render stock AcelleMail layouts.

* **Root cause:** Core hooks are missing, or the plugin is deactivated.
* **Resolution:**
  1. Verify the plugin is marked **Active** under **Admin → Plugins**.
  2. Visit **GST Manager → Dashboard** to trigger automated hook re-application.
  3. If a warning banner appears indicating permission issues, run the manual CLI patcher over SSH.
  4. Clear Laravel view and route caches:
     ```bash
     php artisan view:clear && php artisan route:clear
     ```

See [Apply the core hook points](/gst-manager-acellemail/guides/apply-core-patches).

## {Bank\_Details} tag is not replaced

**Symptom:** The literal string `{Bank_Details}` prints in payment instructions instead of formatted bank accounts.

* **Root cause:** Gateway lacks instructions configuration or bank blocks are not defined.
* **Resolution:**
  1. Navigate to **GST Manager → Setup → Bank Details** and populate default banking fields.
  2. Open your configured **Offline Payment Gateway** in AcelleMail.
  3. Ensure `{Bank_Details}` (case-insensitive) is present in the **Payment Instruction** field.

See [Invoice identity and bank details](/gst-manager-acellemail/guides/invoice-identity-and-bank).

## In-place update fails to install

**Symptom:** Clicking **Update now** halts or displays an update error.

* **Root cause:** Network connectivity issues, file write permission restrictions, or expired support plan.
* **Resolution:**
  * **Support plan expired:** Renew Support & Updates coverage via your Relyweb client portal.
  * **Automated rollback:** GST Manager automatically restores pre-update database snapshots on failure.
  * **Manual installation:** Download release ZIP from your account and upload via **Admin → Plugins → Upload Plugin**.

See [Updating](/gst-manager-acellemail/updating).

## Integrity panel reports 'Sync required'

**Symptom:** The **Integrity & Updates** tab displays *"Sync required"* with a list of modified files.

* **Root cause:** Local plugin files differ from recorded baseline checksums.
* **Resolution:**
  * **Expected update/edit:** Enable **Auto-Sync on Admin Page Load** to automatically update baseline signatures.
  * **Unexpected modification:** Re-deploy a pristine plugin package to restore original files.

See [File integrity](/gst-manager-acellemail/features/file-integrity).

## Related pages

* [Error reference](/gst-manager-acellemail/errors) — message catalog
* [Licensing](/gst-manager-acellemail/licensing) — license activation and renewals
* [Installation](/gst-manager-acellemail/installation) — deployment prerequisites
* [Requirements](/gst-manager-acellemail/requirements) — system compatibility
* [FAQ](/gst-manager-acellemail/faq) — common operational questions