Common causes for missing invoices are:

• The system has allocated the revenue outside the revenue recognition dates you are viewing
• The invoice was issued before the start date of your invoice data import
• The Customers page has been filtered to omit the nominal codes (GL Accounts) included on the invoice
• The Customer has been merged in ScaleXP so the invoice is showing under a different customer
• The Customer who was invoiced originally has changed names in your accounting platform since the invoice was issued
• The revenue recognition period ScaleXP has interpreted from the description on the invoice line items has put the revenue in a time frame that is not included on the Customers page report

If you find that you are missing an invoice or transaction in your ScaleXP reports, the best way to find it is in Journals, on the page that lists invoices by issue month.

Check invoice import date settings

Check that the invoice issue date is after the data sync date in ScaleXP.  

To check invoice import dates, go to Load Data>accounting connection> three dots>Configure and review the Invoice Data field. This is the start date. If you need to move it earlier, contact support@scalexp.com

Review invoices by invoice issue month

If the invoice is within the invoice import date, it will be in ScaleXP.  Go to Journals>Invoices Issued in [month name] to find it.  Select the issue month.  Search for the invoice number or customer name.  

Search on the Customers tab

• You can also use the Customers tab to find an invoice.  Check the Filters > Accounts (Top Right) on the Customers page report to ensure that the nominal codes (GL Accounts) the invoice was coded to have not been omitted from the page.  Read more here: How to view MRR and/or deferred revenue by income type; how to filter accounts on the Customer page 

• Expand the date range (Top Right) on this report to see a very wide period then look for the customer and invoice. Open the invoice to view the revenue recognition period ScaleXP has detected. You can change the revenue recognition period here to ensure the revenue for this invoice is captured properly. See this article on how to change the invoice dates in the system: What to do if the system is not recognising revenue dates correctly; how to change invoiced revenue start and end dates.  See this article for best practices on invoice descriptions for ScaleXP to accurately allocate the revenue: How ScaleXP reads dates. 

Contact support

• If you are still missing the invoice or transaction, then e-mail us at support@scalexp.com.