Troubleshoot supplier payment notifications

The following topic explains common problems you might encounter and their solutions.

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Learn how to troubleshoot delivery of supplier payment notifications.

If suppliers are receiving payment notifications sent to primary email addresses but not secondary email addresses, check the following:

  • Verify that Include secondary email contacts in automatic payment notifications is enabled in Accounts Payable configuration.
  • For the supplier in question, make sure that the contact with the secondary email address that you want to use is set as the Pay to contact.

    For example, say you set the Pay-to contact on the Supplier record to be something other than Same as supplier. Then, you enter a secondary email address on Supplier tab, where the primary supplier contact appears. Sage Intacct sends the payment notification to the secondary email address for the Pay-to contact you selected, if there is any, and ignores the secondary email address on the Supplier tab.

  • Double-check the email address to verify that it was entered correctly.
Payment notifications that you send by selecting Email payment notice on the Posted payment detail are sent to the primary email address only. To send email notification to the secondary email address after the bill has been paid, use Print payment copies and enter the secondary email address into Email addresses.

Send automatic payment notification applies only to standard payment methods within Sage Intacct.

When payment notifications are sent by selecting the Email payment notice option on the Posted payments page, the notification email is sent by the user who selected the option.

Payment notices are generated based on how you select the AP supplier invoices to pay in Pay AP supplier invoices.

If you select and pay each AP supplier invoice for a single supplier one a time, Sage Intacct sends separate payment notifications to the supplier, for each payment. If you select a group of AP supplier invoices for a supplier and then select Pay now, Intacct sends a single payment notification to the supplier.

Solution: Select all the AP supplier invoices you want to pay for the same supplier before you select Pay now.

If you do not have payment approvals enabled, use the Send payment notifications from field on the Pay AP supplier invoices screen to specify the contact you want the AP supplier invoices sent from. This defaults to the contact for the user selecting AP supplier invoices 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 AP supplier invoices 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 AP supplier invoices for payment, Intacct uses the email address from that user's My preferences screen.

You can send payment notifications to a single email address, only.

This is expected behavior.

When Intacct includes a payment PDF with the payment notification, it uses the same information that is used for printed payments. The PDF contains two sections: one to keep as a record and a duplicate to mail.

You cannot turn off all payment notifications at once. Instead, turn off notifications for each vender individually. Learn how to Stop payment notifications.