Troubleshooting

Common issues teams run into with Quick Payable, organized by where in the workflow they show up. If you don't find your issue here, see "Before You Contact Support" below for what to gather before reaching out.

Invoice Capture Issues

Invoice sent by email never appears

• Verify the Email Service is active.
• Verify the Email Address under the Email Service is active.
• Verify the sender's domain is included in Accept Email From (if configured).
• Confirm the email was sent to the exact address connected to Quick Payable, a small typo in the address is the most common cause.
• Check your email provider's forwarding rules and spam or junk filtering, some providers silently drop forwarded mail from unrecognized senders.
• Confirm the attachment is a supported format, such as PDF, PNG, or JPG, rather than an unsupported file type.
• Allow a few minutes for processing before assuming it failed, capture isn't instantaneous.

Manual upload fails or doesn't process

• Check the file size and format against what's supported.
• Try re-uploading, a one-off failure during upload is more common than a systemic issue.
• If it fails consistently with the same file, try re-saving or re-scanning the document, since some corrupted or unusual PDF exports can fail to parse.

AI OCR and Data Extraction Issues

Extracted fields are wrong or incomplete

• Compare against the original document attached to the invoice record, correct any field that was misread.
• Poor scan quality, unusual invoice layouts, and handwritten elements are the most common causes of extraction errors.
• Accuracy on a given vendor's invoices typically improves over the first several invoices as the system becomes familiar with their format.

Invoice flagged as a possible duplicate incorrectly

• If Quick Payable detects a duplicate invoice during processing, the invoice is automatically marked with a Rejected status. Review the rejected invoice and the existing invoice record to confirm whether it's genuinely a duplicate or a legitimate separate invoice with similar details.
• If it's a false positive, correct the record and resubmit as needed, this doesn't disable duplicate checking for future invoices.

Approval and Notification Issues

Invoice is stuck and not routing for approval

• Verify that the assigned user has a valid Manager, Monetary Limit, and Active status configured in the Users tab. Quick Payable does not use vendor, amount, or department-based approval rules, routing depends entirely on these three fields.
• Check whether the assigned user has an active Salesforce license and the correct permission set.
• If the invoice amount exceeds the assigned user's Monetary Limit, confirm their configured Manager is active and has a valid Monetary Limit of their own.

Approver isn't receiving notifications

• Confirm notification settings for the approver's user record, and that their email address is current.
• Check whether their organization's email filtering is blocking Salesforce-originated notifications.

Access and Permission Issues

A user can't see invoices they should have access to

• Confirm they've been assigned the correct Quick Payable permission set for their role.
• Check sharing rules and record ownership, since access is scoped by role, not automatically visible to everyone.
• Confirm their Salesforce license is active and hasn't lapsed.

See Administration for how permission sets and roles are structured.

Before You Contact Support

Having the following ready speeds up troubleshooting significantly:

• The specific invoice number or record ID involved.
• Roughly when the issue occurred.
• Any error message shown, word for word if possible.
• Whether the issue affects one invoice, one vendor, or everything.