Not all documents find their way to their recipients as electronic documents can stop for numerous reasons. Below you will find a list of all the most common errors and what to do in order to fix them. For more information about document handling, click here.
No match in Pagero Network
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Reason:
- Document was stopped because Pagero's system could not find a match for the recipient between information in the sent document and Pagero's network.
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Solution:
- Check if receiver exists in Pagero Network by following this guide.
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Example error message:
- Error for issuer Test Company. Recipient of document (Recipient Company Test) did not match any recipient in Pagero public customer registry or in your customer directory. Verify that the recipient is added to your customer directory. Also verify that customer numbers or any other identities such as organization number, VAT number, etc. matches.
Duplicate Error
- Reason:
- Document was stopped due to duplicate check.
- Solution:
- First, make sure you really need to send this document. If this is the case, in Pagero Online navigate to Settings - Settings - Outbound. Here, turn Invoice number duplicate control to No control. Remember to save your changes.
- Go to My documents - Handle documents with errors. Choose your document that was stopped in duplicate check and press Resend.
- Remember to turn Duplicate Control back on by choosing a month to mark the start of your fiscal year.
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Example error message:
- Invoice stopped for invoice issuer Test Company. Invoice with invoice number 123456789. already exists for Test Company with fiscal year 2024
Email delivery failed
- Reason:
- Email delivery has failed either due to recipient's or sender's side.
- Solution:
- Email delivery can fail in numerous ways. Read more about different error codes here.
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Example error message:
- Message could not be delivered to 'example.email@gmail.com'.
Reason according to receiving mail server: [code 550].
- Message could not be delivered to 'example.email@gmail.com'.
Missing e-invoice ID
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Reason:
- Document has stopped because sender's e-invoice ID has not been set for the recipient's service provider
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Solution:
- New view: Navigate to Network - Profile - ID at service providers. Click Add id, then choose the service provider that rejected your document. Insert your company's e-invoice ID to both Receive ID and Send ID. Note, that different service providers can have different standards on how the e-id must follow. VAT-number is often accepted.
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Example error message:
- Your company must have an e-invoice id for the service provider Posti Messaging Oy to be able to send invoices through this service provider. Your e-invoice id can be obtained from the service provider and can be set on the page Network - Profile - ID at service providers in Pagero Online.