PRAL Digital Invoicing Helpline & Support: CRM Portal, FBR Helpline Numbers and What to Use When
Three official support channels exist for FBR Digital Invoicing problems: the PRAL DI CRM at dicrm.pral.com.pk, FBR's national helpline 051-111-772-772 / helpline@fbr.gov.pk, and FBR's Digital Invoicing technical-assistance pages. Which channel fixes which problem, and what to prepare before you file.
The three official support channels
Support for Digital Invoicing runs through three official doors. The PRAL DI CRM at dicrm.pral.com.pk is the ticketing portal for integration and technical DI cases. FBR's national helpline — 051-111-772-772 (international 0092-51-111-772-772), email helpline@fbr.gov.pk, Monday to Friday roughly 8:00am to 11:30pm, with an exclusive line for women at 051-9107025 — handles general IRIS, registration and tax queries. And FBR's website carries a Digital Invoicing technical-assistance section with FAQs and the official manuals.
Each channel serves a different class of problem, and filing in the right one is the difference between a resolution in a day and a ticket that sits for weeks. Integration-specific issues belong in the PRAL CRM; account and portal issues belong with the FBR helpline; everything answerable from documentation is fastest self-served.
Using the PRAL DI CRM (dicrm.pral.com.pk)
The CRM has two login modes. Licensed integrators sign in with their NTN or registration number and IRIS password. Taxpayers and their technical contact persons use the DI-Support login — the CRM email and password set in the technical-details step of Digital Invoicing registration. Five failed login attempts block the account, so reset early rather than guessing.
A case requires a title and description, a priority (High, Normal or Low) and a query type (Integration or Post-Integration). Attachments must be PDF, up to 5MB each — export screenshots to PDF before uploading. Every case gets a correspondence thread where PRAL replies and asks follow-ups, so one complete, well-attached case beats three fragmentary ones.
Which problem goes to which channel
PRAL CRM cases: a sandbox or production token expired or revoked, IP whitelisting rejected, a "registration is not active" message while posting, a sandbox scenario stuck as Unsuccessful, or a production token not generated after all scenarios passed. These are exactly the situations the CRM exists for.
FBR helpline cases: IRIS login and password problems, registration and profile corrections, and general sales-tax questions. FBR states each complaint gets a case number, with simple cases resolved within 24 hours and complex ones needing system changes in about three days. API rejection errors (codes like 0091, 0077, 0102) are usually not support cases at all — they point at a specific payload field, and fixing the field fixes the invoice.
Prepare this before you file
For a DI ticket, gather the exact error text and code, the scenarioId (for sandbox issues), the timestamp of the failed call, your NTN, and the request payload with tokens removed — attached as PDF, since the CRM accepts nothing else. A one-line title naming the error code ("0401 token invalid on production post") gets triaged faster than "invoicing not working".
Platform users rarely need PRAL tickets in the first place: Digi Invoice decodes every FBR rejection inline with its cause and fix, keeps the payload history, and handles tokens and scenario testing during onboarding — so most "errors" end as a corrected field in the form, not a ticket in a queue.