Troubleshooting

What to do when something isn't working. Organized by how often it occurs.

Before you start searching

Three things that will resolve most cases:

1. Check the Activity. Most errors have a record there with the full reason, not just a shortened message from the interface. A rejected document from email, a failed webhook, and rejections from accounting all have the response from the counterparty.
2. Try it on one document. With a batch, you can't tell if the problem is with all of them or just one.
3. Open the original in preview. Surprisingly often, a "misread amount" is the correctly read amount from another line of the document.

Where to write

If that doesn't help, contact us. Please attach:

• the document identifier from the address (/app/documents/<id>) or from the Details tab,
• what you expected and what happened,
• when it occurred, at least approximately.

With the identifier, we can trace the processing flow and often see the cause. Without it, troubleshooting begins with locating the document in question.