> ## Documentation Index
> Fetch the complete documentation index at: https://docs.envoi.no/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common problems and what to do about them.

If you cannot find the answer here, send an email to [support@envoi.no](mailto:support@envoi.no).

## Account and login

<AccordionGroup>
  <Accordion title="The code to verify my email does not work">
    * **That code is wrong**: check that you typed the six digits correctly.
    * **The code expired**: choose **Resend code**.
    * **Too many wrong attempts**: request a new code. If you have requested many codes, you must wait a few minutes.

    If you cannot find the email, look in your spam folder.
  </Accordion>

  <Accordion title="The company does not show up in the search">
    The company must be registered in the Brønnøysund Register Centre (Brønnøysundregistrene). If it is newly started, it can take a while before it shows up.
  </Accordion>

  <Accordion title="The company is already on Envoi">
    Someone has already created an account for the company. Choose **Send request**, and the owner of the account can approve you.
  </Accordion>

  <Accordion title="The invitation does not work">
    An invitation is valid for 7 days. Ask the person who invited you to send a new one.
  </Accordion>
</AccordionGroup>

## Invoices

<AccordionGroup>
  <Accordion title="I cannot send the invoice">
    Envoi shows why next to the button. Common causes:

    * The customer has no email address. Add one, or download the PDF and send it yourself.
    * The invoice has no lines, or the amount is kr 0.
    * The customer's email address is not valid.
    * A line is missing a VAT code.

    If it says **The invoice is issued, but the email wasn't sent**, the invoice is sent and posted. Choose **Resend**.
  </Accordion>

  <Accordion title="Download EHF is greyed out">
    EHF can only be downloaded once the invoice has been sent. A draft does not have an invoice number yet. EHF also cannot be created for private individuals, customers abroad, or when the invoice has lines with 0% VAT. Envoi shows why.
  </Accordion>

  <Accordion title="I cannot edit or delete an invoice">
    A sent invoice cannot be edited or deleted. Create a [credit note](/en/sales/credit-notes), and send a new invoice.
  </Accordion>

  <Accordion title="The payment is not recorded">
    * The amount is larger than what remains on the invoice.
    * The date is in the future.
    * The invoice is already paid or credited.

    See [Recording payments](/en/sales/payments).
  </Accordion>

  <Accordion title="I cannot remove a payment">
    When the invoice has been paid in full and posted, the payments cannot be removed. The mistake must be corrected in the accounts. See [Correcting mistakes](/en/accounting/corrections).
  </Accordion>

  <Accordion title="I cannot credit the invoice">
    An invoice can be credited in several rounds, up to the invoice amount in total. If the whole amount has been credited, or a draft credit note already exists, **Credit** is not shown.
  </Accordion>
</AccordionGroup>

## Received invoices

<AccordionGroup>
  <Accordion title="The file is not uploaded">
    You can upload PDF, JPG or PNG, one file at a time. If you drop several files, only the first one is uploaded.
  </Accordion>

  <Accordion title="Saga could not read the invoice">
    Fill in the fields yourself, or choose **Try reading it again**. If it is an image, check that the whole receipt is included and that the text is sharp.
  </Accordion>

  <Accordion title="I cannot confirm the invoice">
    Envoi shows what is missing. You must choose or create a supplier, and all lines must have a VAT treatment.
  </Accordion>

  <Accordion title="I cannot edit or delete a confirmed invoice">
    A confirmed supplier invoice is posted and cannot be edited or deleted. If it is wrong, ask the supplier for a credit note.
  </Accordion>
</AccordionGroup>

## Email import

<AccordionGroup>
  <Accordion title="The invoices do not come in">
    * The subject of the email must contain a word such as faktura, regning, kvittering or bilag.
    * The invoice must be attached as PDF, PNG, JPG or GIF.
    * The first time, only unread emails are fetched.
    * Check that **Enable automatic polling** is on, and look at **Last error** under **Polling status**.

    See [Email import](/en/purchases/email-import).
  </Accordion>

  <Accordion title="The connection test fails">
    * **The mail server rejected the email address or password**: check the login. Some email providers require a separate app password.
    * **Could not establish an IMAP connection**: check the server address, the port and the SSL setting.
    * If you test settings other than the saved ones, you must enter the password again.
  </Accordion>

  <Accordion title="Gmail must be reconnected">
    If you have changed your password with Google, or revoked Envoi's access, fetching stops. Choose **Reconnect Gmail** under **Settings**, **IMAP**.
  </Accordion>
</AccordionGroup>

## Accounting

<AccordionGroup>
  <Accordion title="I do not see Accounting at the top">
    The owner sees **Accounting** even before accounting is activated, and activates it from Overview. Administrators and members only see it once it is activated. See [Turn on accounting](/en/getting-started/turn-on-accounting).
  </Accordion>

  <Accordion title="The accounts could not be opened">
    Envoi shows what is missing under **Sort these out first**, with a link to where you fix it. The company must have a nine-digit organisation number, and your profile must have both a first name and a last name. Only the owner can activate accounting.
  </Accordion>

  <Accordion title="The opening balance is not accepted">
    * Only the owner can enter the opening balance.
    * It must be the first voucher. If anything has already been posted, it says **The opening balance can no longer be posted**. In that case, post the starting balance as a manual journal entry.
    * Open customer invoices must have a customer, and open supplier invoices must have a supplier and be in Norwegian kroner.

    See [Opening balance](/en/accounting/opening-balance).
  </Accordion>

  <Accordion title="Something is under Needs you">
    Most often the supplier is missing a **Default expense account**. Set it on the supplier, and choose **Try again**. See [Automatic bookkeeping](/en/accounting/automatic-bookkeeping).
  </Accordion>

  <Accordion title="The bank statement is not imported">
    * The file must be CSV or CAMT.053, and up to 1 MB.
    * The same file cannot be uploaded twice.

    See [Bank and reconciliation](/en/accounting/bank).
  </Accordion>

  <Accordion title="I cannot post in a month">
    The month is closed. Reopen it under **Accounting periods** on Overview. See [Closing periods](/en/accounting/periods).
  </Accordion>
</AccordionGroup>

## Reminders

<AccordionGroup>
  <Accordion title="The reminder was not sent">
    The customer is missing a valid email address. Correct it with **Change email address** on the invoice, and try again.
  </Accordion>
</AccordionGroup>

## Customers and suppliers

<AccordionGroup>
  <Accordion title="I cannot delete a customer or supplier">
    A customer or supplier used by invoices, quotes, projects or received invoices cannot be deleted. Envoi shows what it is used by.
  </Accordion>
</AccordionGroup>