Support and Troubleshooting

Daily Checks

• review invoices stuck in non-final states
• check failed dispatch attempts
• confirm critical users still have correct access
• verify billing/credit health

Common Issue: Invoice Won’t Validate

What to check:

• missing required customer/supplier details
• incorrect tax/amount totals
• incomplete line item fields

Fix data, then rerun validation.

Common Issue: Dispatch Fails

What to check:

• recipient details
• document readiness (validated status)
• temporary network/provider issues

Retry after fixing root cause and record what changed.

Common Issue: User Access Problems

What to check:

• role assignment
• workspace/company access
• account active status

Escalate admin-level issues to workspace owner quickly.

Escalation Template

When contacting support/admin, include:

• invoice reference or affected record IDs
• timestamp of failure
• user role involved
• screenshot/error text
• steps already attempted

Recovery Discipline

• solve the cause, not only the symptom
• keep a short incident note for future learning
• review repeated issues in weekly ops meetings

Related guides: Reports and Reconciliation and Settings and Configuration.