Troubleshoot bills

The following topic explains common problems that you might encounter and their solutions.

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Possible reasons why you might have difficulty finding a specific bill include the following:

Troubleshooting that you cannot locate in the
Problem Solution

The bill was created in another entity.

  • Switch to the entity where the bill was created.

  • When you access the list from the top level, you initially see only records that were created at the top level. To see records created within entities, select Filters and then select Include entity records. Select Apply to update the filter.

    When you access the list from the top level, you initially see only records that were created at the top level. To see records created within entities, select Include private.

The bill was created outside your restrictions.

Ask an unrestricted user to find and act on the bill.

You’re using a view in the Bills list that excludes the transaction.

Change the view to All before filtering for the bill number.

You have filters applied to the Bills list that filter out the transaction.

Clear all filters.

The transaction was entered as a credit memo adjustment, rather than a bill.

Look for the transaction on the Adjustments page.

A bill with a state of Selected has been selected for payment. The state remains selected until the payment posts. Learn about selected bills and how to change their state.

If your multi-entity configuration is set up to Limit AP credits to the entity owners, you can only add negative inline credits when each line is for the same entity. If a bill has line items for different entities, negative inline credits are not supported.

If you want to allow negative inline credits in this situation, you can remove the restriction to limit AP credits to the entity owners. This option can be changed as long as there are no bills pending in the Outbox.

In Accounts Payable, enter tax and freight as line items.

Your configuration determines whether Sage Intacct automatically fills in the GL posting date with the transaction date, or leaves the field empty.

If you want Intacct to fill in the date for you, have a user with admin privileges and permissions adjust the configuration.

  1. Go to Accounts Payable > Setup > Configuration.

  2. In the Screen settings section, select Yes for Autofill the GL posting date with the transaction date.
  3. Select Save.

Sage Intacct uses the most current contact information you create new transactions and leaves existing transactions unedited. You can manually update the contact information on an existing, unpaid transaction, in cases where the new contact information applies.

Solution: Refresh the address on the existing bills that you want to update.

  1. Go to Accounts Payable > All > Bills.

  2. Find the bill that you need to update.
  3. Select Edit at the end of the row.

  4. Select the Refresh icon Refresh next to the Pay to or Return to dropdown list.

    Sage Intacct displays the Refresh icon Refresh next to the address only when it has changed since the transaction was last saved.

  5. Select Post or Submit.

  1. Go to Accounts Payable > All > Bills.

  2. Select Edit next to the bill.

  3. Select the Refresh icon Refresh next to the Pay to or Return to dropdown list.

    Sage Intacct displays the Refresh icon Refresh next to the address only when it has changed since the transaction was last saved.

  4. Select Post or Submit.

Bills created by a charge payoff cannot be edited. Instead, you can reverse the bill and create a new one.

Learn more about credit card transactions.

Track changes and maintain an audit trail by reversing transactions instead of deleting them. Enable reversals on the Configure Accounts Payable page. This configuration changes the Bills page so that the option to Reverse appears instead of the option to Delete. You can still delete transactions that are in Draft, Posted, and Declined states.

Learn how to prevent unpaid bill deletion.

Troubleshoot reversing bills.

Troubleshoot reclassifying transactions.

Whether you can delete a bill or not depends on your Accounts Payable configuration and the bill state. Determine what action that you can take on a bill.

After a bill has been cleared in a reconciliation, you can no longer delete or reverse it. In this case, you need to reopen the reconciliation to make changes.

Solution: While the vendor is pending approval, create transactions and save them as drafts. After the vendor is approved, you can post the transactions.

In general, you can pay a bill from the bills list when the following conditions are met:

  • The bill was created at the same level.
  • The bill has been approved or does not require approval.
  • The bill is not on hold.
  • If you are using Release to pay, you previously released all line items in the bill.
  • The vendor is set up for your default payment method, if setup is required. For example, vendors must be enabled for services such as ACH, bank file, and check delivery.
  • If there is a default filter set for your Pay bills page, this bill is not excluded by that filter.
  • The amount of the bill is positive.

If you receive an error, try the following solutions: 

Resolving payment failures
Problem Solution

Bill was not created at the same level.

Slide into the entity where the bill was created and pay the bill there.

Bill is on hold.

Remove the hold before paying the bill.

One or more line items are not released for payment.

Pay the bill after all line items are released, or pay the bill from the Pay bills page where you can pay a portion of the bill.

Vendor is not set up for your default payment method. For example, ACH or bank file, or check delivery.

Pay the bill from the Pay bills page and select a different payment method. When you select a payment method that requires vendor set up, only bills from vendors configured for that payment method appear in the list.

Your default Pay bills filter excludes this bill.

Pay the bill from the Pay bills page and select a different filter to load bills.