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Error messages when submitting by email

Overview of error messages when submitting invoices by email, with causes and solutions.

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.

Errors at submission

These error messages are received immediately after sending the email, before the document has been processed by the IDR. They concern problems with the email itself or the file format.

MessageMeaningSolutionNo (valid) attachment(s) / "Processing is not possible"The email contains no attachments, the attachments are in an unsupported format, or an attachment is larger than 10 MB. Use PDF, XML, JPEG, JPG, PNG or BMP. Files smaller than 10 KB are ignored. An oversized PDF can be dropped as unprocessable without the explicit limit message.Check that you attached the invoice, that the format is supported, and that the file is smaller than 10 MBToo many attachmentsThe email contains more than 50 attachments. This maximum is set to keep processing reliable.Split the invoices across multiple emails with a maximum of 50 attachments eachFile size exceeds limitAn individual file is larger than 10 MB, or the total email is larger than 35 MB.Reduce the file size (for example by compressing the PDF) or split the invoices across multiple emailsYou are not a trusted senderThe address or domain is not on the whitelist, or the email was not sent over SSL/TLS while "Accept only secure email addresses" is onAdd the sender via the Email Receiver, or check the security settingDocument 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 versionError occurred during processingA technical error has 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
Errors during processing (conversion)

The messages below are received after the document has been submitted and the IDR has attempted to process it. These concern the content or type of the document.

For a more comprehensive overview with all rejection reasons, background information and the steps to resolve them, read Conversion task rejected, what now?.

MessageMeaningSolutionEssential elements are 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. quote, delivery note, terms and conditions)Submit invoices only; attach other documents separatelyReminder or payment requestDocument recognised 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 to one invoice per fileDocument recognised as logoImage from email signatureUsually filtered correctly; if error: send as PDFSelf-billing invoiceWrong receiver (purchase vs. sales)Send to the correct email address

Tip: if error messages recur, first check the requirements for submitting. Many problems can be avoided by using the correct file formats and limits.

Frequently asked questions
What if I submitted a sales order instead of an invoice?

The platform does not accept sales orders as an invoice. Only invoices are processed — and purchase orders, with order recognition in beta. A sales order, quote, delivery note or order confirmation is not an invoice and will not be processed as such.

Does the message "Document type is incorrect" appear? Check whether the submitted document is actually an invoice.

Solution:

  1. Ask the supplier to submit a correct invoice — preferably a valid UBL invoice, not an order.
  2. A sales order, quote or order confirmation is not a substitute for an invoice and must be resubmitted as an invoice.
Where do I receive error messages if my invoice cannot be processed?

Error messages are sent by email to the address from which you submitted the invoice. Make sure this address has a working mailbox that someone reads. For a trusted sender, you can set up a separate contact email address for error messages.

What should I do with the error message "Document contains multiple documents"?

This message means the PDF file contains more than one invoice. Split the file so that each invoice is in a separate PDF file and resubmit the files. A multi-page invoice may still be in one PDF.

Is a failed invoice automatically resubmitted?

Only with the error message "Error occurred during processing" is the document automatically resubmitted within 24 hours on business days. For all other error messages you must resolve the issue yourself and resubmit the document.

Want to understand how the full conversion process works? Read Conversion task: the process from start to finish.

Contact support

Related

Requirements for submitting invoices
Conversion task rejected, what now?
Conversion task: the process from start to finish
Submit purchase invoices by email
PreviousIncoming invoices
NextSubmission requirements