If an invoice is not flowing through the system as expected, please use the following steps to resolve common issues:
Invoice Not Appearing in the System
Check Upload Path: Verify the document was correctly uploaded via the SFTP folder (hosted on S3) or sent to the correct inbound email mapping.
Verify File Format: Ensure the file is a supported format, PDF.
Incorrect Identification of Invoices/Routing
Confirm Contract Details: Ensure the correct contract exists within the system for that specific invoice.
Review Identifiers: If invoices are being misidentified, check the Identifiers Tab at the Dwellant Level. Ensure your identifiers are not too vague or shared by other contractors.
Data Extraction Errors
Manual Intervention: Some invoices may require manual correction if formats are inconsistent.
Add Training Files: You can improve accuracy by adding more files for training at the Dwellant level via Finance > Financial Document Formats.
Status Indicators: Pay close attention to the HUB statuses; red and yellow indicators mean information is missing or unrecognized and needs your attention.
Need more help? If troubleshooting steps do not resolve the issue, please contact Customer Service for further support.