The short answer
Either it never completed, or it was issued from a different channel, device or PIN from the one you are searching. Check your own record of the sale first.
What this usually means
Our reading, not a rule. Nothing below is a statement of what KRA requires.
An invoice you cannot see is either one that never completed, one issued somewhere other than where you are looking, or one issued under different details from the ones you are searching by. All three are common and they are told apart by where you look, not by trying again.
What to suspect first
Our reading, not a rule. Nothing below is a statement of what KRA requires.
- The invoice never completed: it was started, the session ended, and nothing was issued
- It was issued from a different channel or a different device from the one you are checking
- It was issued against a different PIN, which happens where a business uses more than one
- You are searching by a date, a buyer or a number that does not match how it was recorded
What you can check yourself
Our reading, not a rule. Nothing below is a statement of what KRA requires.
- Check your own record of the sale first. Whether you have one at all is the question, and it is the same question whatever the system says.
- Establish which channel and which device the invoice was raised from. In a business with a counter machine and someone's phone, these diverge constantly.
- Search by more than one thing: date, amount, buyer. The one you remember best is often the one recorded differently.
- Rule out that it simply never completed before treating it as lost.
When to stop and contact KRA. If your records show an invoice was issued and it is not visible where it should be, that is a KRA question and worth raising with the specifics rather than re-issuing.
What the rules say
Tax rules in Kenya change with each Finance Act and with regulations made during the year. Before acting on any figure, deadline or threshold, check the current position on KRA's own website.
This page explains how a requirement generally works. It is not tax advice, and it cannot account for the specifics of any one business. For a position you intend to rely on, confirm with KRA directly or with a registered tax agent.
Common questions
Why is my eTIMS invoice not showing?
Either it never completed, or it was issued from a different channel, device or PIN from the one you are searching. Check your own record of the sale first.
What should I check first when an etims invoice is not showing?
Check your own record of the sale first. Whether you have one at all is the question, and it is the same question whatever the system says.
Can you tell me the exact steps to fix it?
Not for anything inside KRA's own software, no. We do not publish click-paths through screens we have not seen documented, because a confident wrong instruction sends you to fix the wrong thing while you are already stuck. What we can do is narrow the cause and tell you when to contact KRA.
How do I know this information is current?
Tax rules in Kenya change with each Finance Act and with regulations made during the year. Before acting on any figure, deadline or threshold, check the current position on KRA's own website.
Related problems
Sources
- officialeTIMS (Electronic Tax Invoice Management System) — Kenya Revenue Authority, checked 2026-09-18
- officialTax Procedures (Electronic Tax Invoice) Regulations, 2024 — Kenya Gazette / Kenya Law, checked 2026-09-18
- officialKenya Revenue Authority — Kenya Revenue Authority, checked 2026-09-18