---
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

If GST Manager isn't behaving as expected, work through the matching problem below. Each one tells
you what's happening and how to fix it. For the exact on-screen wording, see the
[Error reference](/gst-manager-acellemail/errors).

## Activation fails with an ionCube message

**Symptom:** activating the plugin shows **"ionCube Loader required. Contact support@relyweb.co"**.

GST Manager ships as an ionCube-encoded build, so your server needs the **ionCube Loader** — the
same loader AcelleMail itself requires. Install or enable ionCube Loader 13.0.2 or newer for your
PHP version, restart PHP, and activate again. See
[Requirements](/gst-manager-acellemail/requirements) for details.

## Only the License page shows — everything is locked

**Symptom:** the sidebar entry, top tabs, and Plugin Settings nav all collapse to the **License**
page, and any other URL redirects back to it.

This means your license is **not currently Active**. Until a valid key is active, the whole GST
admin surface stays locked. Go to **GST Manager → Plugin Settings → License** and press
**Activate** (or **Re-activate** if the key was active before). A prolonged licensing-server outage
or a binding mismatch — domain, server IP, or install path, usually after a migration — will also
lock access until you re-activate. See [Licensing](/gst-manager-acellemail/licensing).

## GSTIN is not accepted

**Symptom:** a customer's GSTIN is rejected with **"GSTIN is invalid."**

A GSTIN must be 15 characters in the form `22AAAAA0000A1Z5` — state code + PAN + entity + `Z` +
check digit. GST Manager validates the format, the state code, the embedded PAN, and the check
digit. Re-enter the number carefully; a valid one shows **"GSTIN format is valid."** A correct
GSTIN is what classifies the customer as **B2B** — see
[GSTIN validation](/gst-manager-acellemail/guides/gstin-validation).

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

**Symptom:** orders charge the pre-tax subtotal, or invoices download as the stock AcelleMail PDF
instead of the GST invoice.

Both usually mean the **one-time core patch was not applied**, or the plugin is **not active**:

* Confirm GST Manager is **active** (**Admin → Plugins**) and its license is **Active** — while
  inactive, AcelleMail reverts to stock behaviour.
* Confirm the **core hook points** were applied during installation. They add the extension points
  that ensure tax is added to order totals and that the GST-aware PDF is used. Re-run the patch
  script if you're unsure — it's idempotent. See
  [Installation](/gst-manager-acellemail/installation).

## {Bank\_Details} is not replaced on the invoice

**Symptom:** the literal text `{Bank_Details}` appears instead of your bank block.

The tag is replaced when the customer pays through an **Offline Payment Gateway** whose **Payment
Instruction** contains `{Bank_Details}` (case-insensitive), using the matching per-currency block
from **Setup → Bank Details** (falling back to the default block). Make sure you have entered bank
details in Setup and that the tag is present in the gateway's payment instruction. See
[Invoice identity and bank details](/gst-manager-acellemail/guides/invoice-identity-and-bank).

## An update won't install

**Symptom:** **Update now** stops before finishing.

The message tells you why — a plan that isn't active, a release whose download isn't ready yet, or
an update server you can't reach. Failed updates roll back automatically, so your current version
keeps working. You can also update by uploading the archive via **Admin → Plugins → Upload
Plugin**. See [Updating](/gst-manager-acellemail/updating).

## Integrity shows 'Sync required'

**Symptom:** the **Integrity & Updates** tab reports **"Sync required"** and lists changes.

Integrity checking is **advisory** — it never disables the plugin, it just surfaces that installed
files changed (for example after a legitimate edit or upgrade). Review the listed changes; if they
are expected, re-baseline. Enabling **Auto-Sync on Admin Page Load** re-baselines automatically
when a mismatch is detected. See [File integrity](/gst-manager-acellemail/features/file-integrity).

## Related pages

* [Error reference](/gst-manager-acellemail/errors)
* [Licensing](/gst-manager-acellemail/licensing)
* [Installation](/gst-manager-acellemail/installation)
* [Requirements](/gst-manager-acellemail/requirements)
* [FAQ](/gst-manager-acellemail/faq)