Invoice Submission and File Processing Issues

Use this table to troubleshoot invoice submission and file-processing issues in Payables Agent.

Issue	What to check	Corrective action
Invoice doesn’t appear in Invoice Document Streams	Confirm that the supplier sent the invoice to the correct mailbox, email forwarding is working, and the Payables Agent endpoint received the message.	Correct mailbox forwarding rules, resend the invoice, and verify that the document appears in Invoice Document Streams.
Invoice shows Invalid File status	Check whether the file format is supported, the file opens correctly, the file isn’t password protected, and the file isn't damaged.	Resubmit the invoice in a supported format such as PDF, TIFF, TIF, PNG, DOC, DOCX, JPG, JPEG, CSV, or XML.
Processing is delayed	Check whether the file is large, contains unnecessary pages, or includes noninvoice content.	Remove unnecessary content and resubmit only the invoice and required supporting documents.
Multiple invoices are processed incorrectly	Check whether multiple invoices were included in a single attachment without clear separation.	Prefer one invoice per attachment. If multiple invoices are included in one file, separate them with blank pages.
Supporting documents are processed as invoices	Check whether supporting documents were submitted separately or placed before the invoice.	Include supporting documents in the same file as the related invoice and place them after the invoice pages.
Signature images appear as attachments	Check whether the email signature contains embedded logos, icons, or images.	Ask suppliers or internal submitters to remove signature images from invoice-submission emails.
Recognition quality varies for scanned invoices	Check scanner resolution, orientation, contrast, cropping, skew, and page completeness.	Rescan invoices using the scanning and file submission standards defined in Chapter 3.