An invoice is missing

If an invoice you expected isn't on your Invoices page, go through these checks in order. The invoice may be in another tab, outside the dates you're looking at, or in an email Gennai hasn't read.

Look in the right place

• Search in the right tab. The search box only looks in the tab you're on. Open All and search by supplier name, invoice number or amount.
• Check Archived. Invoices you archived, or that one of your AI rules archived, are there. To bring one back, open it and click Restore.
• Clear your filters. Filters, the inbox selector and the supplier and buyer columns can all hide invoices. When nothing matches, click Clear filters and search: it clears all of them.
• Check the date. Gennai shows and filters invoices by the date printed on the invoice, not by the day the email arrived.
• Check the workspace. If you belong to several workspaces, switch to the right one at the top of the sidebar. Accountants open each client from Clients.

Check the inbox

Open Inboxes and find the inbox the invoice was sent to.

• If it says "Needs reconnection" or "Paused after repeated errors", reconnect it. Gennai can't read new emails until you do. See Gmail, Outlook or IMAP.
• If the inbox isn't in the list, the email went to an address Gennai doesn't read. Connect that inbox, or forward the email to Gennai.
• If the invoice was written in the body of the email, open the menu (⋮) next to the inbox and check that Invoices without PDF is on. If it's on and the invoice still doesn't appear, add it yourself.

A new invoice usually appears within the hour.

Then check the folder the email is in. Gennai reads every folder except these:

On IMAP inboxes, Gennai reads invoices written in the body of emails that arrive in your Inbox. If the email is in another folder, use Find past invoices and turn on Also read invoices written in the email body.

If you moved the email out of Spam or another folder Gennai doesn't read, bring it in with Find past invoices. If the invoice is written in the email itself, turn on Also read invoices written in the email body. If it's attached as a PDF or photo, you can also forward the email to your Gennai address.

Check when the email arrived

When you connect an inbox, Gennai starts with recent emails. If the invoice arrived before that, bring it in with Find past invoices. Choose a period that ends today, such as This year.

Check your credits

The sidebar shows how many credits you have left. Without credits, Gennai stops capturing new invoices. Once you have credits again, use Find past invoices for the days you had none, and forward again any invoice you forwarded in that time. See How credits work.

Check the type of document

Gennai captures invoices, receipts and credit notes. It skips documents that aren't invoices, even when they show an amount, for example:

• Quotes and estimates.
• Purchase orders and order confirmations.
• Delivery notes.
• Payment reminders.
• Remittance and payment advice.
• Account statements, unless they bill new charges for the period.

If you're sure the document is an invoice and Gennai skipped it, contact support with the supplier and the date, and we'll look into it.

Check the file

• Password-protected PDFs can't be read.
• Attachments larger than 30 MB can't be read.

Check your Don’t capture list

Suppliers, emails and domains in the Don’t capture list, in the AI Assistant, are skipped when Gennai checks your inboxes. A supplier entry also covers longer names that contain it: "Google" covers "Google Cloud". If an entry matches the supplier or the address the invoice comes from, remove it to capture its next invoices.

If you deleted the invoice

Deleting an invoice is permanent, and Gennai doesn't capture the same email again, not even with Find past invoices. To get it back, add it yourself.

If a copy of the invoice is in Archived, a new copy is skipped as a duplicate. Restore the archived one instead.

Add the invoice yourself

• Upload it. On the Invoices page, click Upload, then drag the files or click Select files. Gennai accepts PDF, Excel, JPEG, PNG, WebP and HEIC files of up to 4 MB each.
• Save it as a PDF. If the invoice is written in the email itself, save the email as a PDF from your email app and upload it.
• Forward it. If the invoice is attached as a PDF or photo, send the email to your Gennai address. See Forward invoices to Gennai.

Still missing?

Contact support. Tell us the supplier, the date of the invoice and the inbox it was sent to, and we'll find out what happened.