What to do if an invoice has not been received by Rechargly.
If you’ve forwarded an invoice to Rechargly but you aren’t sure if it’s been received, you can take the following steps to verify:
1. Verify the forwarding email address: Ensure that invoices were forwarded to your unique Rechargly email address. This address is available on the Setup page.
2. Confirm the vendor format: Check that the vendor’s invoice is being forwarded correctly. Each vendor has unique forwarding requirements outlined in our support articles. Common examples why we haven't received the invoice:
Firm has shared Xero email and CSV as attachment, rather than the original billing email.
The email has been not been forwarded to the correct address
The email forwarded doesn’t include the PDF attachment
When an invoice has been successfully received, you may see a “Received correctly” notification on the setup page.
3. Check cybersecurity restrictions: Some security tools (e.g., Sophos) may block Rechargly from processing emails or reading URLs. Otherwise, they may be blocked by your IT department.
4. Check the Imports page: Navigate to the Imports page. If the invoice has been successfully received, it will appear here immediately.
Additional Support:
If you’re still unable to locate an invoice, contact Rechargly support via chat or email. Provide details such as the invoice date, vendor, and any supporting material for faster resolution.