Troubleshooting

What you see	What to check
No upload button or editable invoice fields	You need Invoice Creator Group membership (or BIS administrator access). Ask an administrator to check membership, then sign out and in again.
Invoice does not appear after upload	Refresh Invoices and check Extraction Failed. If processing is still running, allow it to finish.
Extraction Failed	Open the original document with View. A creator can capture one readable invoice manually; split or correct a document containing multiple invoices.
Generate Payfile is unavailable	Complete the required blue fields, add at least one invoice line, and check supplier and SunSystems lookups.
Payfile changed after an edit	Save the invoice and generate a new payfile before starting review.
Reviewer group is absent	Creator and viewer groups are deliberately excluded. For another missing group, ask an administrator to check membership and member email addresses.
Approval task is missing	Check My Pending Tasks and All Pending Tasks in Task List, confirm your assigned group, then sign out and in again if membership changed.
Approval link says it was already actioned	Another member responded for the group. Read the status notice; no second response is needed.
Document preview link expired	Reopen the invoice or task to request a fresh preview. The stored document has not been removed.
Journal upload is still pending	Check its task status and the SunSystems result. Do not start a correction until you know whether SunSystems created a journal.

When contacting support, provide the invoice number or filename, payfile reference, Process ID if shown, the task or status, and the exact error message. Do not send passwords, access tokens, or integration secrets.