Why are emails for invoice notifications or access codes not being received in Versapay?
Missing email notifications, such as invoice alerts or six-digit access codes for account login, can disrupt your workflow. This article outlines common reasons these emails might not be received and provides troubleshooting steps to resolve the issue.
Common Causes for Missing Emails
Non-Published Invoices: Invoice notifications are only sent when new invoices are published to your account. If no invoices have been created or published since a certain date, no notifications will be triggered. Always ensure new invoices are created and published to resume notifications.
Email Delivery Issues: Problems with email routing, spam/junk filtering, or email security gateways can block or delay email notifications such as invoice alerts or login access codes. Factors like being flagged as spam or quarantined by security systems are common culprits.
Incorrect Notification Settings: Invoice notifications may not be sent if settings are not configured correctly. Notifications need to be enabled for each customer, and configuring notifications as "Mandatory" ensures that all recipients automatically receive emails for invoices and credit memos.
Suppression Flags in Data Imports: Invoices may be flagged to suppress notifications during data imports, preventing emails from being sent. This occurs if the suppression flag is set to "True" in the source system (e.g., ERP) and transferred to Versapay during data synchronization.
Troubleshooting and Solutions
1. Verify Invoice Publication
Check whether new invoices have been published within your account.
If no invoices have been created or published, generate and publish new invoices to ensure notifications are triggered.
2. Troubleshoot Email Delivery Issues
Verify your email system’s delivery logs to confirm whether emails are being routed to your organization.
Check spam/junk folders, and review any email quarantine or filtering rules.
If using email security gateways, request your IT team to allowlist the sender and domain used for Versapay notifications and login access codes.
Look for messages from [email protected] or Access Confirmation Code.
3. Enable and Configure Notifications
Open the Versapay application and access the notification settings via the top-right menu.
Select "Customer Notifications."
Enable notifications by toggling the relevant settings to "On."
Set the notifications to "Mandatory" to ensure all recipients automatically receive them without manual subscription.
4. Address Suppression Flags
Review invoice data in your source system/ERP to identify invoices flagged with "suppress notification."
Update the suppression flag to "False" or remove it entirely in your ERP system.
Re-import the updated data into Versapay to ensure notifications can be sent.
Additional Assistance
If the above steps do not resolve the issue, contact Versapay Support for further assistance. Provide details such as invoice numbers, email addresses involved, and any troubleshooting steps you've already undertaken. By following these troubleshooting steps and configuration guidelines, you can ensure email notifications for invoices and login access codes are sent and received seamlessly.