Troubleshooting

Common issues teams run into with Quick Receivable, organized by where in the AR workflow they show up.

Account and Invoice Sync Issues

A customer account or invoice hasn't synced from the ERP

• Confirm the connection between Quick Receivable and your ERP or accounting system is active, since credentials or connected app tokens can expire.
• Check your configured sync schedule. Some records only sync on the next scheduled run rather than instantly.
• Confirm the record exists and is in a syncable status in the source system. Records still in draft or pending states in your ERP often don't sync until finalized.

Aging buckets look wrong for an account

• Confirm the invoice due date synced correctly from your source system, since an incorrect due date shifts the whole aging calculation.
• Check whether a payment or partial payment has been applied but hasn't synced back yet.

Collections and Dunning Issues

A reminder didn't send on schedule

• Confirm the invoice isn't flagged as disputed, since reminders can pause automatically while a dispute is open.
• Check whether the account is marked as Autopay, which can suppress standard reminders.
• Confirm the dunning template for that stage is active and correctly configured.

AR Emails aren't appearing in the shared inbox

• Confirm the connected mailbox or email service is active.
• Check spam or junk filtering on the receiving end. Some providers silently drop mail from unrecognized senders.
• Confirm Email Classification is enabled if you expect incoming emails to be auto-categorized.

Cash Application Issues

A payment isn't matching to the correct invoice

• Check the remittance data attached to the payment. Incomplete or non-standard remittance formats are the most common cause of a failed automatic match.
• Use the Payment Workbench to match the payment to the correct invoice manually.
• If one payment should cover multiple invoices, confirm it was split correctly rather than applied in full to a single invoice.

Applied amounts don't trace back cleanly

• Check the Cash Receipt Remittance Mapping record for that payment, since it holds the trail back to the original Cash Receipt.
• Confirm the payment wasn't manually adjusted outside of Cash Application, which can break the automatic trail.

Dispute Issues

A dispute isn't pausing reminders as expected

• Confirm the invoice is actually flagged as disputed, not just referenced in a note or email.
• Check the dispute's status. Only an open dispute pauses the standard reminder cycle.

Credit Risk Scoring Issues

A Credit Risk Score looks outdated or missing

• Confirm the Equifax connection is active, since credit report data requires a live bureau connection.
• Check whether recent payment history, broken promises, or disputes have synced, since these directly feed the score.

AI Feature Issues

AI Draft Engine or Email Classification isn't producing expected results

• Confirm the relevant AI feature is enabled for your org. See Step 7 of Getting Started.
• For the AI Draft Engine, confirm the invoice or account has the underlying data (line items, due dates) it needs to format into a draft.
• For Email Classification, confirm incoming emails are actually reaching the connected mailbox, since classification can't run on mail it never receives.

Access and Permission Issues

A user can't see accounts they should have access to

• Confirm they've been assigned the correct Quick Receivable permission set for their role, Collector or AR Admin.
• Check sharing rules and record ownership, since access is scoped by role and collector assignment, not automatically visible to everyone.
• Confirm their Salesforce license is active and hasn't lapsed.

See Administration for how permission sets and roles are structured.

Before You Contact Support

Having the following ready speeds up troubleshooting significantly:

• The specific account or invoice number involved.
• Roughly when the issue occurred.
• Any error message shown, word for word if possible.
• Whether the issue affects one account or several.