Anrok Troubleshooting and FAQs

Use this article to resolve common Anrok setup, connection, and calculation issues, and to answer common questions about the integration.

Troubleshooting

The Anrok card is not visible

Confirm the Anrok integration is enabled for your site by Maxio Support or your CSM.

The connection test fails

Confirm the API key is valid and correctly formatted (sellerId/apiKeyId/secret.secret).

Maxio attempts a live authentication call to Anrok when you use Test Connection. If the test fails, review the error message and confirm the key before saving.

Taxes are not calculated

Confirm the tax origin address is complete, the customer destination address is available, and the Plan, Product, or Item is marked taxable and has a Plan Type and Tax Category assigned in Anrok. On Maxio Core, also confirm the Item is linked to a corresponding Advanced Billing item — run the Send Items sync step if it isn't yet.

The tax category is unexpected

Plan Type and Tax Category are assigned in Anrok, not Maxio. Confirm the assignment on the Plan or Product in Anrok's own interface, not on the Maxio catalog record.

Tax calculation fails

Maxio logs Anrok errors and surfaces setup or calculation issues where applicable. Common causes include:

• Invalid credentials.
• Missing tax origin address.
• Missing customer address.
• A Plan or Product with no Plan Type/Tax Category assigned in Anrok.
• On Maxio Core, an Item with no linked Advanced Billing item.
• Anrok service timeout.

Void or refund activity is missing in Anrok

Confirm the original invoice included Anrok tax. If the original transaction was already frozen for filing in Anrok, Maxio automatically creates a negation transaction instead of voiding it directly — see Maxio Invoice and Anrok Transaction Sync.

Frequently asked questions

Does Maxio maintain tax rates?

No. Anrok calculates rates dynamically based on invoice line items, Plan Type/Tax Category assignments, and address data Maxio sends. You should still maintain taxability flags, customer addresses, and origin address settings in Maxio.

Can I use Anrok alongside Avalara, TaxJar, Numeral, or Sphere?

No. Only one tax provider can be active per site at a time.

How quickly do updates sync?

Plan and configuration changes appear in Anrok within minutes.

Can I edit a subscription and re-calculate taxes?

Yes. Re-previewing or re-issuing an invoice triggers a new tax request to Anrok, creating a new version of the transaction.

Can I view my tax data in Maxio?

Yes. Tax amounts, jurisdiction breakdowns, and Anrok transaction IDs are visible on the invoice and through Maxio exports.

Does Anrok support cash-basis accounting?

Yes, as an optional site capability. Payment-confirmation-based (cash-basis) invoice syncing isn't available to turn on yourself — contact Maxio Support to have it enabled for your site.

Best practices

• Keep the tax origin address complete and current.
• Require the customer address type used by your tax address setting.
• Mark taxable Plans, Products, and Items as subject to tax.
• Assign a Plan Type and Tax Category in Anrok for every taxable Plan or Product before going live.
• On Maxio Core, confirm each taxable Item is linked to a corresponding Advanced Billing item.
• Review invoices after launch to confirm Anrok tax lines and jurisdiction breakdowns appear as expected.