Resolve document processing problems

Read the message

Open the document, using Needs attention in Documents if helpful. Check its processing status and error or rejection reason.

A file may be unreadable, password-protected, missing a recognisable supplier or date, or belong to another company. A temporary service problem can also prevent processing.

Improve the source when needed

• For an unreadable photo, take a clear picture showing the whole document.
• For a protected PDF, request a readable copy without a password.
• For the wrong company, check which business the document belongs to.
• For missing details, check that you have every page of the original document.

Do not repeatedly upload the same unchanged photo when its contents are the problem.

Choose the right retry action

An action to retry reading keeps the file as a document and retries failed processing.

Process anyway is different: it processes the file as a receipt or invoice again and can skip rejection checks. Use it only after checking that the file belongs in this business’s bookkeeping.

If the error persists, give Support the file name and the error message.