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.