Odoo Taxjar Connector Support Policy
Scope, channels, and how we help. This page explains free bug-fix coverage for the Odoo Taxjar Connector, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.
Support Coverage
60 days of free bug-fix support from the date of purchase.
Support applies to standard functionality shipped with the module as documented.
A bug is behavior that does not match the documented or intended operation of the connector in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.
Support Exclusions
The following are not included in free bug-fix support:
Issues caused or triggered by third-party Odoo modules or apps.
Customizations to the connector or to related Odoo or TaxJar configuration done outside TeqStars guidance.
Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.
Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).
Misconfiguration (wrong API token, missing nexus states, missing tax format, missing TaxJar categories, missing addresses, or a company country other than United States) when the product behaves as designed.
Limitations or feature gaps on the TaxJar side (for example rates or categories that TaxJar does not provide, or TaxJar API outages).
Note
If an issue is caused by external factors (third-party code, hosting, or TaxJar outage), it is not covered under free support. TeqStars may still help under paid support or a service engagement.
Contact Support
Pick a channel. We respond on business days (Monday to Friday).
Open a ticket, attach files, and track status in one place.
support@teqstars.com for long descriptions, logs, and screenshots.
We aim to reply within 24 hours on business days (excluding regional public holidays).
Required Information
Include as much of the following as possible with your ticket:
Odoo version and edition (Enterprise or Community).
Module version of the Odoo Taxjar Connector.
TaxJar account identifier (the Name field on your TaxJar account record in ).
Purchase reference (Odoo Apps order or invoice number).
Clear description of the problem and the result you expect.
Steps to reproduce the issue from a clean path (menu clicks, buttons, scheduled actions).
Screenshots or a short screen recording showing the error or wrong data.
Name, Date, URL and Method of relevant entries from .
Quotation, sale order, invoice or credit note reference involved.
Warning
Incomplete information (missing version, account identifier, purchase proof, or reproduction steps) may delay diagnosis and resolution.
Before Submitting
Check the following before you open a ticket:
The issue is reproducible on demand (or you describe the exact conditions).
Your company country is United States, and your TaxJar account is confirmed.
The API Token is still valid and matches the Environment setting on the TaxJar account.
A Tax Format is set on the TaxJar account.
The fiscal position used on the order or invoice has the right TaxJar Account.
Products have a TaxJar Category, or product categories have a Taxjar Category, where needed.
Customer and warehouse addresses are complete (street, city, ZIP, state, country).
Relevant scheduled actions are active and ran at least once before the failure.
You have ruled out conflicts from other tax or accounting modules where possible.
Additional Support
When you need more than standard bug-fix coverage.
Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.
Changes to fields, workflows, or integrations beyond the stock connector behavior.
Architecture, rollout, multi-account design, and best practices with your team.
See also