Troubleshooting
Common issues and quick fixes.
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This page covers the most common customer issues and how to resolve them quickly.
Invoice processing
| Issue | Likely cause | What to do |
|---|
| Invoice not appearing after upload | File format not supported | Use PDF, PNG, or JPG. Check file is not password-protected |
| Fields extracted incorrectly | Guidelines need refinement | Update your chart of accounts or guidelines in Settings → Accounting Preferences |
| Vendor not recognised | Vendor not in your list | Add vendor to your Creditor/Vendor list in Settings |
| VAT code missing | VAT guidelines incomplete | Add the relevant VAT rule to your VAT codes guideline file |
| Invoice flagged as duplicate | Already processed previously | Check if invoice was already exported. See Duplicates |
Email mailbox
| Issue | Likely cause | What to do |
|---|
| Email sent but invoice not appearing | Attachment missing or wrong format | Ensure invoice is attached as PDF/image, not pasted in email body |
| Forwarding rule not working | Rule configured incorrectly | Check your email client's forwarding settings. Test by manually forwarding one invoice |
Accounting integration
| Issue | Likely cause | What to do |
|---|
| Connection fails during setup | Insufficient permissions | Ensure you have admin access to your accounting account |
| Invoice not appearing after export | Wrong company selected | Check Settings → Integrations and verify the correct company is selected |
| Missing fields in export | Fields were flagged and not resolved before export | Review flagged invoices in Cortena and re-export |
| Token expired | Long-term token needs renewal | Go to Settings → Integrations and reconnect |
Account and access
| Issue | Likely cause | What to do |
|---|
| Can't log in | Incorrect credentials | Use the password reset option on the login page |
| Missing features | Permissions issue | Contact your workspace admin or support@cortena.ai |
Still stuck?
If your issue is not listed here, contact support@cortena.ai with a description of the problem and, where possible, the invoice ID or a screenshot.
