Troubleshoot uploading and emailing AP supplier invoices

Intacct accepts documents that are:

• PDF, JPG, JPEG, TIFF, HEIC, or PNG files
• Unencrypted
• Up to 20 MB in size
• Fewer than 200 pages in length

This can happen when the PDF is from an unsupported version (PDF 1.4 or earlier) or has a non-standard file format. An example of a non-standard PDF would be a PDF that contains JavaScript or a PDF with an embedded file inside.

Solution: If the PDF version is unsupported, convert the file to a newer version. If the PDF uses a non-standard file-format, edit the PDF to remove the JavaScript or embedded file, save, and then upload or email the new version of the PDF.

Alternatively, you can ask the supplier to send a new PDF that meets the requirements.

A quick way to confirm that you're using the correct PDF format file is to open the file in Notepad, Notepad++, or Text Editor. The first line of a PDF file must be a header consisting of the 5 characters %PDF- followed by a version number. If the line appears to have more than 5 characters, including any special characters at the start of the header line, this then invalidates the file as a PDF by PDF standard.

With each batch of AP supplier invoices that you upload using the Upload button in the AP supplier invoices list, you can specify how you want line items to be generated in the draft AP supplier invoices for that batch.

To create detailed AP supplier invoices, select All line items and associated amounts. To create summarized AP supplier invoices, select A Single line item that summarizes the total.

By default, Sage Intacct creates AP supplier invoices with a single line item that summarizes the total.

Intacct populates the location dimension for an AP supplier invoice using AI/ML predictions. It uses the location that you select in the Upload AP supplier invoices pop-up only when AI/ML cannot predict the location.

For example, if the AP supplier invoice you upload is the first AP supplier invoice from this supplier, AI/ML does not yet have any history to suggest how you want to code the transaction. Until it learns from your corrections, it uses the default location.

The Upload and Refresh buttons appear on the AP supplier invoices list page when the following is true:

• AP Automation is enabled.
• You have AP supplier invoices: Add permission.

If you are a user restricted to certain locations, you can upload at the entity level, only.

If your company was using AP Automation and these buttons disappeared, log a support case.

When an uploaded document stays in the Analyzing state for more than 2 hours, Sage Intacct displays a Cancel link next to the AP supplier invoice, on the AP supplier invoices list.

You can allow Intacct to continue analyzing the file. Or, select Cancel to do the following:

• Stop analysis of the document.
• Create an empty draft transaction, with the document attached.

Once you cancel processing, you can enter transaction details directly, using the attached document as a reference.

When you email an AP supplier invoice to the top-level email address, Intacct uses the default entity as the location for line items. The default entity is the first entity in your list of entities.

Changes that you post will be sent back to the machine learning model for more accurate future predictions.

If you get a notification that we couldn't find the email address for your company, check your AP Automation configurations to verify that you're sending emails to a valid email address.

If you get a notification that multiple email addresses were found, make sure that there's only one automation email address in the To line.

If your provisioned email addresses end with @ai.sage.com, then auto-forwarding rules are supported.

If your email addresses end with @sagemail.com, auto-forward is not supported. You can manually forward emails from your AP mailbox to the AP Automation mailbox.

Emails that were sent through Apple or iCloud Mail are not supported for AP Automation. This has to do with the way that Mac Mail embeds attachments directly into the email.

Use the online version of your email or an alternative email solution to send emails to your AP Automation inbox.

The top-level email address uses the first entity in your list of entities as the default location. This location, which is not editable, is applied to an AP supplier invoice when AI/ML cannot predict the location, such as AP supplier invoices from a new supplier.

You can change the location for a draft AP supplier invoice before you submit or post it.

By default, drafts created from AP supplier invoices have a single line item that summarizes the total. You can change the configuration so that drafts include line item detail. Learn more in Configure how much detail to include in emailed AP supplier invoices.

Intacct reads attachments from the header of the email message, not the body. Email messages sent using Rich Text, a legacy format, add attachments as icons to the message body, instead of adding them to the message header. These attachments cannot be read by Intacct.

Solution: In your email application, make one of the following changes:

• Change your default message format to HTML.
• Change the format of the individual message to HTML when forwarding an AP supplier invoice.

When you receive a bounce back notification that certain attachments were rejected, determine which documents did not generate an automated transaction. Fix any errors noted in the email, then resend or upload the missing transaction documents.

If you did not receive a bounce back notification and you're missing transactions that were emailed, log a support case to troubleshoot your email security settings.

When you delete an entity, the provisioned mailbox is deactivated. When you create a new entity, Intacct provisions a new email address with a unique address. To do this, Intacct appends _2 after the entity ID.

For example, say that your company ID is examplecorp and your entity ID is E100. Intacct provisions a mailbox for that entity with the address examplecorpe100@sagemail.com.

When you delete the NA entity, Intacct removes examplecorpe100@sagemail.com. When you create a new entity and give it the same entity ID of NA, Intacct provisions a new mailbox with the address examplecorpe100_2@sagemail.com.

If you repeat this process, deleting the entity and creating a new one with the same entity ID, Intacct provisions a new mailbox and increments the number, like this: examplecorpe100_3@sagemail.com.

When you deactivate an entity, Intacct does not delete the associated mailbox. If you or a vendor forwards AP supplier invoices to the mailbox, the system will create draft transactions, but you will not be able to take action on them while the entity is inactive.

Before deactivating an entity, notify any suppliers who regularly forward AP supplier invoices to the mailbox that the email address is no longer monitored.

See Inactivate or delete an entity for more information.