When a submitted invoice cannot be processed, you will receive an error message by email at the address from which you sent the invoice. Below you will find an overview of the most common error messages, with the cause and solution for each.
Delivery error messages
These error messages are received immediately after sending the email, before the document is processed by the IDR. They relate to problems with the email itself or the file format.
No valid attachment(s)The email contains no attachments, or the attachments are in an unsupported format. Use PDF, XML, JPEG, JPG, PNG or BMP. Files smaller than 1 KB are ignored because they typically do not contain usable invoice data (for example, a tracking pixel or a small logo).check that you have attached the invoice and that the file format is supported.Too many attachmentsThe email contains more than 50 attachments. This maximum is set to keep processing reliable.split the invoices across multiple emails, each with a maximum of 50 attachments.File size exceeds limitAn individual file is larger than 10 MB, or the total email exceeds 35 MB.reduce the file size (for example, by compressing the PDF) or split the invoices across multiple emails.Document protectedThe PDF is protected with encryption, a digital signature or other restrictions, preventing the text from being read.remove the protection from the PDF file or ask the supplier to send an unprotected version.Error occurred during processingA technical error occurred. The document will automatically be resubmitted within 24 hours (on business days).wait. If the document has not been processed after 24 hours, contact support.Processing error messages (conversion)
The messages below are received after the document has been submitted and the IDR has attempted to process it. These relate to the content or type of the document.
For a more detailed overview of all rejection reasons, background and the steps to resolve them, read Conversion task rejected, what now?.
Essential elements missingEssential data cannot be determined (e.g. invoice number, date, amount or other required fields)Check that the invoice is completeDocument type is incorrectNot an invoice or order (e.g. quotation, packing slip, T&C)Submit only invoices; send other documents as attachmentsReminder or payment requestDocument recognized as a reminderSubmit the original invoiceDocument unreadableDocument is not readable (e.g. too low resolution, poor lighting, damaged file or blank page)Check the source file and submit a readable versionDocument contains multiple documentsMore than one invoice in one PDFSplit into one invoice per fileDocument recognized as logoImage from email signatureUsually correctly filtered; if wrong: submit as PDFSelf-billing invoiceWrong receiver (purchase vs. sales)Submit to the correct email addressTip: if you experience repeated error messages, first check the requirements for submitting. Many issues can be prevented by using the correct file formats and staying within the limits.
Want to understand how the full conversion process works? Read Conversion task: the process from start to finish.
Contact support
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