Invoices not going to Intray

Hi NicP,

You’re not alone. We spotted an issue with In Tray yesterday where uploaded documents weren’t loading and some users couldn’t access them, but our team has fixed it and shared updates on our Status hub.  If that doesn’t cover what you’re seeing, here are a few quick things to try:

• Clear your AccountRight cache
• Reopen and re-save the PDF, and make sure it’s not too large (under 10 MB)
• Ask the supplier to resend one invoice as a fresh PDF export (not print-to-PDF or a scanned image)
• If you’re uploading, try dragging the file straight into the In Tray, or rename the file to something simple

If those don’t help, our team can run a couple of quick checks on our side to figure out why it’s happening for those specific senders and get it sorted. Just raise a support ticket via My Account, or jump on live chat with our virtual assistant, MOCA.

Cheers,

Princess

Hi Bonita72​ ,

I have had this happening too, only with a couple of suppliers who I have never had any issues with in the past.  And only over the past couple of months as well.  All other PDFs are loading correctly, did you get any work around for it? 

Hi,

I have had this happening too, only with a couple of suppliers who I have never had any issues with in the past.  And only over the past couple of months as well.  All other PDFs are loading correctly.

Hi Bonita72,

If some invoices aren’t showing in your InTray you will need to obtain a copy of the missing invoices from the supplier and use another method to upload the invoices to the InTray.  You can also visit this help page for more information about: Working with uploaded documents

You can also get in touch with our back end team for more help! You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl