Get expert help using iCompleat from our friendly Support team
Our Support team is always happy to help you with any issues you might encounter in iCompleat.
To submit a support ticket, follow these steps.
- In iCompleat, go the hamburger menu in the top-left.
- At the bottom of the menu, click Help.
- In the pop-up pane that appears in the bottom-right, click Leave us a message.
- Fill in the details of your support query, adding any attachments that might help us to resolve your query, and click Send.
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A member of our team will respond to your request as soon as they can.
When to contact support
Invoice processing issues that you can't resolve yourself are rare, but they can happen. Luckily, they're nothing that our Support team can't resolve for you relatively quickly so that business-as-usual isn't interrupted.
Below are a few of the more common invoice processing issues that can occur. We aim to resolve the below issues within 1 hour.
| Common issue |
Why it happens |
| An invoice is incorrectly processed as a credit note. |
The formatting of a supplier invoice can sometimes cause our Capture software to mistakenly identify an invoice as a credit note. Before contacting support, check if your Compleat company has the Transfer feature enabled. This lets you assign the correct transaction type to an incorrectly identified invoice or credit note. |
| A document is rejected from iCompleat |
An invoice can be rejected by our Capture software for a number of reasons, including:
Check out Sending Invoices FAQs to learn about sending invoices to Compleat efficiently. |
| Posting failures |
Under certain conditions, an invoice may fail to post to your accounting, resulting in a Posting Failure error message. If you're unable to resolve the error by selecting Retry posting on the invoice, submit a Support ticket. |
| General support issues |
If you can't find a solution using the guides on our Help Centre, please submit a ticket to our Support team. |
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