Summary
Learn how to report an invoice issue directly from the invoice review screen using the Report an Issue button.
This article covers:
About reporting an invoice issue
If an invoice doesn’t look right while you’re reviewing it, you can use Report an Issue to send it to the Invoice Automate support team for investigation.
When you report an issue, the support team receives:
Your name and agency details
A copy of the invoice document
The invoice details shown on the right-hand side of the invoice screen (the extracted/entered fields)
The note you enter in the report form
Tip: The clearer your note is (what’s wrong + what you expected), the faster Support can reproduce and resolve the problem.
When you should report an invoice issue
Report an issue when you notice behaviour like the following during invoice review:
Multiple invoices from the same creditor aren’t extracting details correctly (possible invoice-format or scanning pattern issue)
You see a red error tag, such as “failed to scan”
You approve an invoice, but it returns to the dashboard for review again
Some extracted fields are incorrect (for example, amounts, references, supplier details)
No data extracted when you expected it to (for example, it’s not the first invoice from that creditor)
Note: If your invoice shows a red error tag (for example, failed to scan), you can review what these tags mean and try to troubleshoot before reporting an issue.
Before you report
Sometimes invoice issues are caused by temporary processing or sync interruptions. A quick re-try can resolve the issue without needing Support.
Look for a Process button (if available) and resubmit the invoice for processing
If the invoice still fails or the extracted details remain incorrect, report the issue using the steps below
Report an issue from the invoice screen
Follow these steps while viewing the invoice in the review screen.
Open Invoice Automate > Open the invoice you want to report
At the bottom of the screen, select Report an Issue
In the issue form, enter a clear description of the problem (include what is wrong and what you expected)
Select Send to submit the report to the support team
Tip: Include examples in your note, such as:
Invoice number extracted incorrectly (expected 2218)
Amount due missing
Creditor reference not detected
This helps support comparing what you see against the extracted fields they receive.
How to report an invoice issue?
If you have any issues with the invoice while reviewing it, you can report this to the Invoice Automate support team. They will receive a your name and agency details, a copy of the invoice document, all the details on the right side, and your note provided.
When you should report an invoice?
If you have uploaded multiple invoices from the same creditor and all of them have failed to scan out the details correctly. There could be an issue with the format of the invoice which our support team can assist with.
If you see a red error message tag saying 'failed to scan'
If you approve an invoice, and it doesn't approve and goes back into your dashbaord to review again.
If some pre-filled data from the invoice hasn't extracted correctly.
If no pre-filled data has extracted but you were expecting it to. For instance it's not the first EFT invoice from that creditor for that property.
If you see a 'red error message' tag in the top corner, please review the below article for further explanation and how you can resolve this:
Additional Info: For failed to scan the Invoice - this error may appear if there was a short API outage between the property management software like Property Tree and Invoice Automate. These outages may only last seconds but was at the time this invoice was processed or there was a short processing issue which is now resolved.
Click the 'Process' button to re-submit and process this invoice.
If you still have a failed to scan issue, please use the 'report an issue' function to send a message to our support team to assist.
To report an issue, follow the steps below:
STEP 1:
Click on the 'Report an Issue' button at the bottom of the invoice screen.
STEP 2:
After clicking the 'Report an Issue' button, you will be taken to a screen where you can describe the issue. Enter a note about the issue.
STEP 3:
Once done click 'Send.' The issue report will be sent to the support team for action.
The Invoice Automate support team will be in touch with some updates on your report.