If you’re missing invoices for clients - it’s likely the charges were either excluded, incorrectly mapped, or not forwarded correctly. Here’s how to track them down.
1. Check the Imports page
Start by going to the Imports page in Rechargly. If the invoice or charge isn’t listed there, it was never received - this usually means the forwarding step was missed or the wrong email was sent (e.g. a CSV instead of the original invoice email).
2. Confirm vendor mapping
If the invoice was received, the next most common issue is incorrect mapping.
Go to Mapping
Check that the organisation name has been mapped to the correct customer in Rechargly
If it was skipped during mapping or mapped to the wrong client, charges may not appear under the expected account
3. Review excluded charges
Head to the Charges table and click on Excluded Charges.
Use the search bar to find the client or vendor
If excluded, revert the change and it will appear
Note: Exclusions can apply at the charge level or organisation level (blocking all future charges from a specific vendor+organisation combination)
4. Still stuck?
If the charge appears in Imports but isn’t mapped or showing anywhere, reach out to our support. Please include:
The affected client name
The vendor and organisation name
Invoice date and number