Troubleshooting and common questions

Why are invoices missing or out of date?

1. Check the selected source system and company, then confirm the invoice exists there.
2. In Settings, review the integration status and last successful sync. Reconnect if requested, then request a sync and wait for its result.
3. For file imports, check that the correct file and worksheet were used, required columns were mapped, and the import completed.
4. If the issue persists, contact support with the source, invoice reference, visible error, and sync or import time. Avoid importing a second copy through another source as a workaround.

Why can’t I import my file?

• Use CSV or XLSX, with headers and at least one data row. Resave an old XLS workbook as XLSX first.
• Map all four required fields: Amount, Due date, Invoice number, and Customer.
• Check date and amount formatting in the preview. Correct the source file if the preview is unexpected.
• Manual column mapping is available even when suggested mappings are unavailable.

Why hasn’t a follow-up been sent?

Open the case and check its status, linked invoices, Follow-ups tab, and Timeline. A paid invoice, paused run, missing recipient, contact restriction, or delivery issue can prevent communication. Enabled automation modes may also hold work for policy approval, payment uncertainty, contact windows, or other eligibility checks.

Read the reason shown and resolve the underlying issue before retrying. Do not clear a restriction merely to make a send proceed. If the outcome of a send is unclear, ask support to investigate before sending another copy.

Common questions

• Can I create invoices in MarkPaid? Create invoices in your accounting system and bring them into MarkPaid through your configured integration or import.
• A customer says they paid. Should I mark the case paid? Verify the payment first and pause follow-up while investigating a mismatch.
• Why does my workspace look different from these guides? Navigation labels and features vary by workspace configuration, role, and rollout. Settings may be called Controls, and Invoices may be called Records.
• Why can’t I edit a setting? Ask an account owner to check your role and whether that feature is enabled. Some advanced controls require additional permission.