Troubleshooting
The problems people actually hit, and what to check first.
”Your DocumentQ subscription is not active”
Your tenant has no valid entitlement, or it has expired. Open DocumentQ Setup and run Activate Tenant. If that does not resolve it, contact support.
”DocumentQ is not connected to its licensing service yet”
The Gateway Base URL on the setup page is blank. It is filled in automatically the first time the page is opened; if it has been cleared, restore it or contact support for the correct value.
I clicked Capture and nothing seems to happen
Reading a document takes a few seconds and can take longer for a large or scanned invoice — two round trips to the AI service happen inside that one click. Refresh the list.
If the status has gone to Capture Failed, that is a transport or model failure, not a finding about the invoice. Check the PDF opens normally and is not password-protected, then run Capture again.
The queue is empty but I know documents exist
Check the filter on AP Documents. The Workspace queue has a status filter that may be excluding what you are looking for — Exceptions, Ready, Touchless and All are separate views.
Also check whether the document you are looking for was superseded. A correctly detected duplicate is excluded from the queue and the role centre tiles, which looks exactly like a lost file if you missed the message at upload time.
Nothing ever arrives from the monitored mailbox
Almost always one thing: unattended processing has never been enabled on this tenant.
The mailbox is polled by the scheduled batch and by nothing else. There is no independent mailbox watcher. Open DocumentQ Unattended Processing, enable it, and use Run Now to test immediately rather than waiting for the schedule. The same page reports whether this tenant has a working email retrieval connector at all.
The vendor is right on screen, but I get a vendor exception
The name shown comes from the invoice. Identification matches on tax registration number, GLN and bank details first, and only then on name similarity.
Add the vendor’s tax registration number to their vendor card in Business Central, or bind the vendor once by hand — the identifying key is remembered afterwards, so this is a one-time cost per vendor.
Approval “works” but nobody is asked to approve
Almost always one of three things:
- The rule is still Draft rather than Published. A draft rule is never evaluated, and nothing warns you.
- The approver name on the route level is a display name or email address instead of the Business Central user name.
- Another workflow already owns purchase approval on this tenant. Business Central allows only one enabled workflow per document type. Check whether Approval Mode reads Deferred.
To confirm: open DocumentQ Approval Instances. A genuinely pending document shows a Rule Code and a Route Code; a blank pair means nothing routed. Turn on No-Match Policy Guarded to make that case fail loudly instead of passing quietly.
See approvals.
An approver never receives a notification
Both the submitter and the approver need a row in Business Central’s own User Setup with a valid email address. Without it, routing still works and the request still appears in Requests to Approve — the approver is simply never told.
Unattended registration keeps refusing
Check the user the job queue entry runs as. It must hold DocumentQ - Full (Write/Post); registering requires that seat even when nothing human is clicking. The Unattended Processing page names this as the cause when it is.
Touchless registration is on but nothing registers itself
Touchless needs two switches, not one: the tenant-wide Touchless Registration Enabled in DocumentQ Setup, and a per-vendor opt-in on Vendor Touchless Settings. The Unattended Processing page shows the status of both and names which half is missing.
Touchless also applies only to ordinary PO-backed documents. Credit memos, prepayments and contract-coded documents are never registered automatically.
Register refused with a message about the built total
This is working as designed, and it is worth understanding rather than working around.
DocumentQ built the invoice from your posted receipt and purchase order, then compared the total it had just built against the total the vendor claimed. They disagreed beyond tolerance, so the build was rolled back and no Business Central document was created.
This is the usual outcome after “accepting” an over-claim: the built invoice is correct and smaller than the claim, and the cross-check stops it. Resolve the underlying disagreement — get a credit, correct the receipt, or correct the order — rather than trying to force the build.
A fix I was told about does not seem to be present
Check the installed version in Extension Management. Business Central keeps running the previously installed code if an update was not applied successfully, and the version shown elsewhere can be misleading.
Can I see what DocumentQ decided, and why, after the fact?
Yes. Every document keeps its decisions, the factors behind each one, and an audit event trail — on the document card, and on AP Document Audit Trail.
Getting help
Business Dynamics Pro Inc. Sales Email: sales@dynamicspro.ca Telephone: 416-843-6575
Support is provided in English, Monday to Friday, during North American Eastern business hours.
What to include when you report a problem
- Your Business Central environment name, and whether it is production or sandbox.
- The DocumentQ version from Extension Management.
- The document’s status and its Latest Error Code, if it has one.
- What you expected to happen, and what happened instead.
Please do not email vendor invoices or other documents containing personal or financial data unless we ask for them and agree a secure route with you first.