If you can’t find a document in your queue, it may still be processing. It can take up to 4 hours for a document to show in My Invoices. If an invoice needs Human in the Loop recognition, it may take up to 2 business days (Monday-Friday, excluding holidays).
The majority of invoices are processed quickly, but the processing time depends on the current system volume. If 2 business days have passed since you sent in your invoice, you can submit a support request, and our team will investigate. In your request, please include the following:
- Sender
- Subject line
- Invoice Number
- Supplier
- Example of a similar invoice (if possible)
- Any other relevant information
File Requirements and Page Limits
Documents may not be in your queue because they don't meet the file requirements. SmartTouch AP cannot process invoices with more than 100 pages. If an email has a PDF file attached, it must have less than 100 pages. Ascend AP does not have a page limit, but we recommend no more than 100 pages for optimal recognition.
All document files must be less than 30 megabytes. Ascend supports PDF, PNG, JPG/JPEG, and TIF/TIFF file types, but does not accept .msg files. Learn more about file requirements.
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