Invoices troubleshooting
What you see on an invoice
| What you see | Meaning | What to do |
|---|---|---|
| Could not read. Read again or delete | Reading failed. | Click Read again. If it fails again, check the file is a clear invoice, or delete it and upload a better copy. |
| SoftOne rejected it. Fix and send again | SoftOne returned an error. | Read the error in History, fix the data, then Review and send again. |
| Check in SoftOne before sending again | Unclear whether SoftOne received it (for example a timeout). | Look for the document in SoftOne first. If it is there, click It's in SoftOne and confirm with Mark as sent. If not, click Not in SoftOne, send again. Do not resend blindly. |
| The invoice changed since the last attempt | You edited it after a failed send. | Choose Send current data. |
| SoftOne is not configured for this organization | No connection. | An administrator sets it up under Integrations → SoftOne. |
| SoftOne connection is not active | The connection is not working. | An administrator tests and reconnects it. |
| Only administrators can send to SoftOne | You are not an organization administrator. | Ask an administrator. |
| Already uploaded | Same file uploaded before. | Open the existing invoice. |
| The original file was not kept | No stored file for this invoice. | Use the Text Read tab. |
What blocks sending
Listed under Can't send yet. Fix these first:
| Message | Fix |
|---|---|
| Mapping has not been confirmed by an administrator yet | Click Confirm Mapping. |
| Invoice (or credit-note) series is not configured | Fill in the series on the Connection tab. |
| Supplier mapping is required for "VAT number" | Add the supplier on the Suppliers tab. |
| Line N: no code mapping is configured for "code" | Add it on the Item Codes tab. |
| Line N: resolved to an item (or service) line, but those lines are disabled | Turn that line type on, or change the row's line type. |
| SoftOne field X has no value for this invoice | Fill the invoice field it reads from, or change the row's source. |
| Line N: quantity (or unit price) is missing or invalid | Fix the line. |
| Invoice has N line items, exceeding the configured maximum | Raise Maximum line count, or merge lines. |
| Totals don't add up | Fix subtotal, discount, VAT or total. |
| Line items add up to X, but the subtotal is Y | Fix the lines. SoftOne recalculates from the lines, so this blocks sending. |
Deleting and voiding
- Delete removes an invoice that was never sent, with its data and stored file. It cannot be undone.
- A sent invoice cannot be deleted. Use Void with a reason. It does not change anything in SoftOne, so reverse the document there if needed.