Troubleshooting and FAQs for vendor payment notifications
Use these troubleshooting steps when a vendor does not receive a payment notification, the notification is sent to the wrong recipient, or the notification includes unexpected information.
Troubleshoot
If a vendor does not receive a notification, first verify whether Sage Intacct sent the email.
Check the email delivery history
Open the email delivery history.
Filter for the email address that did not receive the payment notification.
Review the email delivery status.
| Email delivery status | What to do |
|---|---|
| Email address missing from log | Check the vendor payment notification setup. |
| Rejected or Warning | Correct the error and resend the payment notification. The most common error is an incorrect email address. Verify the email address on the vendor record before resending. |
| Sent | Continue with the next troubleshooting steps. |
If the email status is Sent
If Sage Intacct sent the email, ask the vendor to check with their IT team. The vendor’s email server might have:
Rejected the email
Sent the email to Spam or Junk
Blocked the sender domain
Applied a mail rule that moved or rejected the email
Check your email sender domain setup
Ask your IT team to verify your email sender domain setup.
The issue might be caused by Sender Policy Framework, or SPF, configuration. If SPF records do not include Sage Intacct or are configured incorrectly, email sent on behalf of your company’s domain might fail authentication.
If your company has an email sender domain setup, have your IT team troubleshoot the configuration. If your company does not have an email sender domain setup, ask your IT team to set up the email sender domain for Sage Intacct emails.
Check SPF records
Ask your IT team to:
Check the SPF record for your email sender domain.
Verify that the SPF record includes Sage Intacct.
Confirm that the domain does not have multiple SPF records.
Check TXT records for SPF information.
If the SPF record does not include Sage Intacct, add:
include:_spf.intacct.com
before:
~all
If TXT records use Intacct IP addresses in the SPF setup to work around included lookups, your IT team can use DNS lookup tools to confirm the range of IP addresses.
If SPF and sender domain settings are correct, ask the recipient’s IT team to check their email server logs to determine why the email is still blocked or rejected.
If payment notifications are sent to the primary email address but not the secondary email address, check the following.
If the Pay-to contact is set to Same as vendor, Sage Intacct sends notifications to the primary contact on the vendor record. If another Pay-to contact is selected, Sage Intacct uses the email address and secondary email address on that contact record.
Go to Accounts Payable > Setup > Configuration.
Verify that Include secondary email contacts in automatic payment notifications is selected.
Open the vendor record.
Verify the vendor’s Pay-to contact.
Open the Pay-to contact record.
Verify that the secondary email address is entered correctly.
Automatic payment notifications apply only to supported standard payment methods.
If a payment notification does not appear in the email delivery log, verify that:
The vendor is enabled for automatic payment notifications.
The payment method supports automatic payment notifications.
The payment was confirmed.
The payment notification was not sent manually from Print payment copies.
The sender depends on how the payment notification was sent.
If the notification was sent automatically, check the contact selected in Send payment notifications from during payment processing on the Pay bills page.
If payment approvals are enabled, your company might also be configured to use a designated contact for all payment notifications.
If the notification was sent manually from the Print payment copies page by selecting Email payment notice, the notification email is sent by the user who selected that option.
FAQs
Payment notices are generated based on how bills are selected for payment in Pay bills. If you select and pay each bill for a single vendor one a time, Sage Intacct sends separate payment notifications to the vendor, for each payment.
To send one payment notification for multiple bills, select all bills for the same vendor before selecting Pay now.
If you do not have payment approvals enabled, use the Send payment notifications from field on the Pay bills screen to specify the contact you want the bills sent from. This defaults to the contact for the user selecting bills for payment.
If you have payment approvals enabled in your Accounts Payable configuration, you can set payment notifications to be sent from the person who selects bills for payment or a contact that you preselect.
When you select a single contact, all payment notifications are sent from that user.
When you choose to have the notifications sent by the person who selects the bills for payment, Intacct uses the email address from that user's My preferences screen.
Automatic payment notifications use the Pay-to contact email address. If enabled, Sage Intacct can also send automatic notifications to the secondary email address for the Pay-to contact.
Automatic notifications do not support additional ad hoc recipients beyond the configured contact email addresses.
To send a notification to additional recipients after payment, use Print payment copies and enter the additional addresses in the Email addresses field.
Use the posted payment history to confirm whether a notification was sent.
Go to Accounts Payable > All > Payments > Posted payments.
Find the payment and select View.
On the Posted Payment page, go to the History tab.
Look for Email payment notice in the Action column.
If the notification was sent, the email address appears in the Comments column.
This is expected behavior. When Sage Intacct includes a payment PDF with the payment notification, the PDF uses the same information as the printed payment copy.
The PDF contains two sections:
One section to keep as a record
One section to mail
Because of this format, invoice information might appear more than once.
You cannot turn off all payment notifications at once. Instead, turn off notifications for each vender individually. Learn how to Stop payment notifications.
