--- title: "My customer is changing e-invoicing operator: what do I need to do?" description: "Tells a supplier what to do when their customer changes e-invoicing operator or VAN service, split by how the supplier sends today: in most cases nothing." --- [Skip to content](https://knowledge.qvalia.com/customer-changed-operator#main-content) - [English](https://knowledge.qvalia.com/customer-changed-operator) - [Svenska](https://knowledge.qvalia.com/sv/min-kund-byter-e-fakturaoperator-vad-ska-jag-gora) English Show submenu for translations [Submit a ticket](https://knowledge.qvalia.com/kb-tickets/new?hsLang=en) [Customer portal](https://servicedesk.qvalia.com/tickets?hsLang=en) ![Qvalia Logo New Blue transparent.png\]](https://knowledge.qvalia.com/hs-fs/hubfs/Qvalia%20Logo%20New%20Blue%20transparent.png?height=24&name=Qvalia%20Logo%20New%20Blue%20transparent.png) Open main navigation Close main navigation - - [English](https://knowledge.qvalia.com/customer-changed-operator) - [Svenska](https://knowledge.qvalia.com/sv/min-kund-byter-e-fakturaoperator-vad-ska-jag-gora) English Show submenu for translations - [Submit a ticket](https://knowledge.qvalia.com/kb-tickets/new) - [Customer portal](https://servicedesk.qvalia.com/tickets) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge base](https://knowledge.qvalia.com/?hsLang=en) 2. [Invoice management](https://knowledge.qvalia.com/invoice-management?hsLang=en) # My customer is changing e-invoicing operator: what do I need to do? ## When a customer changes e-invoicing operator, you normally do not need to change anything if you send through Peppol. Check the customer's Peppol ID and invoicing instructions before the next invoice. - **Already invoicing via Peppol? Do nothing.** An operator change at the buyer's end does not affect the Peppol flow. - **Using a different e-invoicing operator? Do nothing.** Operators reroute between themselves. - **Sending through a purchasing or invoicing platform?** Contact the platform and ask them to reroute to Peppol. - **If invoices bounce after the change**, the cause is almost always the wrong Peppol ID, not the change itself. See the article on the buyer's organization number not being their Peppol ID. ### Find your case How you send today What you need to do **1. Via Peppol**: directly or through an access point Nothing. You keep invoicing exactly as before, not only the customer who is changing but every customer connected to receive invoices over the Peppol network **2. Via a different e-invoicing operator or VAN service** Nothing. Qvalia's answer to suppliers in this situation is direct: you should not have to do anything when you have an operator of your own. Operators reroute between themselves **3. Via a purchasing or invoicing platform** Contact the platform and ask them to reroute to Peppol. Platforms of this kind can normally send Peppol, which is what the buyer is asking for **4. You do not want to, or cannot, move to Peppol** Follow the buyer's current invoicing instructions and check with your operator which alternatives can be used **5. You invoice manually in a portal** Nothing changes in the flow itself. Check that you are invoicing the right recipient address: see the section on Peppol IDs below ### What the change covers If the same Peppol ID is moved through the Peppol migration process, senders can continue using the address. After the move, the buyer should check that every document type it needs to receive is registered with the new service provider. Always follow the buyer's current information letter for the specific change. ### Why nothing is needed when you already send via Peppol Peppol is a network, not an operator. You address the recipient with a Peppol ID, never with the name of the recipient's operator. When the buyer changes operator, the recipient's Peppol ID moves to the new operator's access point, and the network resolves the new route automatically. That is the whole point of invoicing over Peppol, and buyers' own information letters put it the same way: invoicing along that route means future VAN service changes do not affect you. ### If an invoice was already in transit at the time of the change An operator change has a cutover date. Documents sent after the cutover are routed according to the customer's new registration. Documents already received by the previous operator are not automatically transferred to Qvalia. As a supplier, check the delivery status before resending an invoice: - If the invoice has already been delivered to the customer, no action is required. - If the customer's previous operator received the invoice but did not deliver it, the customer should first request delivery from that operator. If delivery is no longer possible, the customer can ask you to resend the invoice to the same Peppol ID, which will then point to Qvalia. - If your own operator has not yet sent the invoice, ask the operator to confirm this first. You can then submit it again through your normal channel. Do not resend an invoice until its delivery status has been confirmed. Otherwise, the customer may receive a duplicate. ### If the invoices still do not arrive The most common fault after an operator change is not the change but **the wrong recipient address**. The buyer's organization number is not always their Peppol ID, and in larger organizations each administration or unit normally holds a Peppol ID of its own. Error messages to recognize: Error code or text What it means `E_VALIDATION` / `Invalid payload` / `Invoice is not valid according to Peppol BIS 3.0 rules` The invoice does not meet Peppol BIS 3.0. The detail under the error states what is missing `E_PEPPOL_PARTICIPANT_VALIDATION: Peppol participant 0007: not registered for any document types` The address you sent to is not registered for any document type. It is almost always an organization number used where a registered Peppol ID is required Read on in the article on the buyer's organization number not being their Peppol ID. It also covers where to find the correct ID. ### If it still does not work - **Check one last time:** that you are sending to the buyer's Peppol ID and not to their organization number, that the ID belongs to the correct administration or unit at the buyer, and that your own operator or platform actually sends via Peppol. - **Have this ready when you contact support:** the Peppol ID you sent to including its scheme, the buyer's name and the unit the invoice concerns, the invoice number and date, which operator or platform you send through, and the exact error message you received back. - **Contact support:** through the support form at the bottom of https://qvalia.com or at help@qvalia.com. - [General](https://knowledge.qvalia.com/general?hsLang=en#main-content) - [Peppol](https://knowledge.qvalia.com/general?hsLang=en#peppol) - [Partner](https://knowledge.qvalia.com/partner?hsLang=en) - [Logs and monitoring](https://knowledge.qvalia.com/logs-and-monitoring?hsLang=en) - [Integrations](https://knowledge.qvalia.com/integrations?hsLang=en) - [Invoice management](https://knowledge.qvalia.com/invoice-management?hsLang=en) - [Order management](https://knowledge.qvalia.com/order-management?hsLang=en) - [Data management](https://knowledge.qvalia.com/data-management?hsLang=en) - [Security and compliance](https://knowledge.qvalia.com/security-and-compliance?hsLang=en) - [Account](https://knowledge.qvalia.com/account?hsLang=en) - [Troubleshooting](https://knowledge.qvalia.com/troubleshooting?hsLang=en) [![Chill listening crop-3](https://knowledge.qvalia.com/hs-fs/hubfs/Qvalia%20Logo%20New%20Blue%20transparent.png?width=107&height=24&name=Qvalia%20Logo%20New%20Blue%20transparent.png "Chill listening crop-3")](https://qvalia.com/) Knowledge base Copyright © 2025, Qvalia