Sometimes your client may tell you that they haven’t received an invoice you sent through Peppol. Before contacting support, you can check the invoice history to see whether it was successfully sent.
Checking the invoice history is the fastest way to know if your invoice was actually sent. The history shows:
When the invoice was created
When it was sent via Peppol
If there were any errors during sending
If the invoice shows as successfully sent but your client didn’t receive it, you can contact our support team for further help.
Open the Revenue screen in the app.
Tap on the invoice you want to check.
Tap the three dots in the top right corner of the screen.
Select View History.
Review the history for the invoice. Look for entries showing “Sent via Peppol” or any errors.
Go to the Revenue screen.
Click on the invoice you want to check.
On the menu on the right, scroll down to find the View History button.
Click View History.
Review the invoice history for a “Sent via Peppol” entry or any errors.
If the invoice history shows it was successfully sent via Peppol, but your client hasn’t received it:
Double-check the client’s Peppol ID.
Contact our support team with the invoice number and the client’s details.
If the invoice was not sent or shows an error, you can try to resend the invoice via Peppol a bit later. If it still not going through, contact us.
Here's what to do :
Click on the invoice
Change the status to "Not sent"
3. When you are ready to send the invoice, click on Save and send
4. Make sure "Send the invoice via Peppol" is selected and click on "Send invoice"
Note: Make sure that your client is also registered on the Peppol network.
Want to learn more? Join our upcoming webinar 'From start to success: making the most out of Accountable', hosted live by one of our tax coaches to answer your questions!
And for any questions you may have, we're here to help in the chat or by email at [email protected] 😊
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Author - Sophia Merzbach
Sophia has been a key member of the Accountable team for many years, bringing a unique blend of journalistic precision and in-depth tax expertise to her work.
Who is Sophia ?Thank you for your feedback!
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