This article lists the most common issues your clients may face when using iCompleat, and tells you the steps you need to take to resolve them.
One reason that your client may experience an issue is because iCompleat's connection to their finance system has dropped. Issues caused by a loss in connection include:
- The client is unable to submit transactions for approval
- Codes aren't pulling across from the finance system
- Invoices are dropping into the 'Posting failures' tray
The first thing you should try when a client is experiencing one of the above issues it to check the data and time of their last cache. To do this, log in as the client, and go to Configuration > Company management > Connection.
If it's necessary to recache, select Sync Now.
If your client is having problems with invoices not posting to their finance system and landing in the 'Posting failures' tray, this might be because iCompleat's connection to their finance system has dropped. If the problem persists after you've checked the client's connection and, if necessary, recached using the steps above, go to Posting failures - useful tips and follow the advice specific to the error message your client is experiencing with their posting failure.
Invoice processing issues
The following issues can sometimes occur when invoices are being processed through our invoicing portal:
- Credit notes being processed as invoices
- Invoices being processed as credit notes
- Bank details not being extracted
- Transactions being rejected by our invoicing portal
If your clients experience any of the above issues with invoice processing, you should contact us for support. You can do this either using our live chat, or by submitting a ticket. Both features can be accessed through the resource centre in the bottom-right of your iCompleat homepage. When submitting a ticket about an invoice processing issue, you'll have the option to submit either a general support form, or a capture form. Select the capture form.
Ensure that your client also has the correct Notification email address set up for receiving rejected emails from our invoicing portal. They can set this by selecting Manage account in the top-right of their iCompleat homepage.
Your client might also experience the following issues when processing invoices:
- Line VAT total not adding up to the header VAT total on invoices
- Line gross total not adding up to the header gross total on invoices
In this case, your client can quickly correct the totals as required, and then process the invoice as normal. See our guide on correcting totals to learn how it's done.
If it seems like we've extracted incorrect information from an invoice, please submit a support ticket to us quoting the client name and invoice number.
User and workflow configuration
If your client needs help understanding the different customisation options available when they're adding users or creating workflows, look no further than these useful guides from our Help Centre.