Troubleshooting

It is possible that an invoice may not be processed due to an incorrect format.  To ensure that invoices are properly pulled into our system, you’ll need to confirm the following details are within the receivable: Name, Country, City, and State. 

These details must be present within the receivables in order for our system to process the invoice.

For invoices to be pulled, you must input correct information below within your accounting system: Name, Country, City, State.

The invoice must not be past due and term dates have to be at least 15 days out, and for a term of 30,60, or 90 days.

It is possible your accounting system credentials were input incorrectly. However, if you can confirm the credentials are correct and continue to experience this issue, please reach out to Customer Service by email [email protected] or by phone +1 (615) 488-4847.

To verify a Buyer (customer), simply navigate to the contact from your dashboard. Inside the contact information, adjust details to match dnb.com. Once you confirm the details, if you’re still unable to verify the Buyer(s) please reach out to Customer Service at [email protected] for further assistance.

Wherever a company is located, the currency will be used in the account. The system automatically converts it.

Manual review can be delayed normally if your Buyer(s) verification for a SuRF Score was not populated or is a low score of 65 or lower. If you find that these two options to be an error, please contact Customer Support at [email protected]. 

You must provide the exact Buyer(s) address and other details so we can match and verify in the system. Once the buyers are verified, then you will be able to upload the two invoices.