Summary
Learn how to interpret and resolve the red error message tags shown on invoices in Invoices with issues.
This article covers:
About red error message tags
When an invoice can’t be fully processed, Invoice Automate places it into Invoices with issues and shows one or more red error tags at the top of the invoice details panel (right-hand side).
These tags explain what’s preventing the invoice from being processed (for example: missing BPAY/EFT references, an unknown property, a temporary scan issue, or a record being archived in your trust accounting/property management software).
Tip: If you see multiple issue invoices, you can work through them using Bulk Review (visible in the top-right of the issues view).
Before you start
Learn how to find invoices with issues from the dashboard.
Note: Some errors come from your trust accounting/property management system. In those cases, you must fix the record in that system first, then return to Invoice Automate and reprocess.
Various error messages you may encounter
Below are the various error messages you may encounter:
Resolve matching and allocation errors
Creditor EFT reference is not attached to the property - This happens when Invoice Automate can’t match an EFT invoice to a property + creditor because EFT invoices often don’t include a consistent reference (unlike BPAY)
Unknown invoice, please select the property address. This information will be captured for future invoices - Invoice Automate couldn’t extract enough data from the document to determine the property
Creditor BPAY reference is not attached to the property - Invoice Automate can’t retrieve the BPAY reference details to allocate the property and the creditor. This can be caused by document quality or missing BPAY reference values in your integrated system
Resolve scanning or temporary processing errors
Failed to scan the invoice - This can occur due to a brief processing issue or a short interruption in the integration/API during scanning
Reprocessing the invoice should resolve this issue
If the problem continues, you can report it
Resolve trust accounting record status errors (archived/deleted)
Creditor (xxxxxx) associated with the invoice is archived or deleted - These errors indicate Invoice Automate is receiving a validation response from your trust accounting system because a linked record is not active
In your trust accounting software, find the creditor and confirm it is active (not archived/deleted)
If you have duplicates, identify the active creditor record and ensure reference numbers are saved on the correct record
Allow time for the systems to resync (sync timing can vary)
Account (xxxxxx) associated with the invoice is not applicable - This usually means the account code is removed/inactive
In your trust accounting software, confirm the creditor has an active and valid account code assigned
Save the update
After resync, return to Invoice Automate and click Process
Tenancy XXXXXX associated with the invoice is archived or deleted - In Invoice Automate, open the invoice and select a different active tenant/tenancy
Click Process
Management XXXXXXX associated with the invoice is archived or deleted - This means the property/management is archived in the trust accounting system
In your trust accounting software, reactivate the property/management record
Wait for resync
Return to Invoice Automate and click Process
Resolve validation errors (field length limits)
The length of 'Description' must be 255 characters or fewer - This indicates the receiving system has a maximum field length for the invoice description
In Invoice Automate, shorten the Description field so it’s under the limit
Click Process
The length of 'Creditor Reference' must be 20 characters or fewer
Edit the Creditor Reference to 20 characters or fewer (remove spaces or non-essential prefixes if needed)
Click Process
Resolve meter and water-usage related errors
The property with meter number XXXXXXX could not be found - This happens when the meter number on the invoice no longer matches the meter number stored in your system
In your trust accounting software, update the property’s meter number to match the invoice
Return to Invoice Automate and click Process
Water Usage Charge Enabled / Not Enabled - These tags relate to tenant water charging rules in your trust accounting system
In your trust accounting software, open the tenancy profile and locate the setting Charge Tenants Water Usage (or equivalent)
Enable/disable as required to match your intended charging method
Return to Invoice Automate and click Process
Tip: If the tag seems incorrect for the invoice content, use Report an issue so Invoice Automate support can check the extraction.