# Troubleshooting

Common issues and quick fixes.

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](https://help.cortena.ai/guides/invoices/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](mailto:support@cortena.ai) |

## Still stuck?

If your issue is not listed here, contact [support@cortena.ai](mailto:support@cortena.ai) with a description of the problem and, where possible, the invoice ID or a screenshot.