Have you set your invoices up in Aspire but clients are still not able to receive them? This article troubleshoots the different places in Aspire where your invoicing information may cause invoices not reaching your customers.

This includes places like:

However, to first be able to understand what the problem is, you’ll always want to check the Invoices tab in the Invoicing module!

Let’s start there in the next section and gain an understanding of how each part of Aspire is set up correctly!

Your first step to troubleshooting the invoice process is to review Statuses that can be found in the Invoicing module. Those two statuses are Invoice Batch Status and Email Status.

Neither of these statuses are added to the default search list view. To add them, you will need to add a display for each.

To add your display columns:

In Aspire, Invoicing Emails are not generated and sent until the Invoice Batch has been completed.

Once an Invoice Batch is generated, the Email Status comes into play. This is outlined in our Invoicing- Workflow Overview!

With Email Status, this status signals the progress in the process of emailing an invoice based on that status of the batch. Let’s break these statuses down to better understand where issues may occur.

You can find Branch and Region settings by heading over to:

If you have Branch or Region settings set up, ask yourself:

You can find the Configuration screen by heading over to:

If Branch or Region settings are configured as mentioned in the previous section, they will take priority over Configuration settings to who the sender is from. If Branch or Region settings are not configured, all invoicing emails will be sent using the information set in Configuration.

The Configuration screen, in terms of email invoicing, will reflect what you see in the Branch and Region settings.

Confirm you have a user set as the Invoice Email From and that they have a valid email sync in place, as you did in the previous section for your Branches and Regions!

That will conclude the administration portion of this guide. Next, have you confirmed that the Contact and User have been set up correctly?

You can find the Contact screen by heading over to the Contacts module.

Then, find and select the employee you are wanting to confirm has been set up correctly.

This will land you at their Contact screen.

In Aspire, a contact’s email address must be valid and unique within your system. It is important to keep this in mind when setting up the email address for your new customer or employee.

If you attempt to use an email address that is already in use when creating or updating a contact, you will receive an error message.

🧠 To verify the uniqueness of the email address before creating the contact, you can use a filter in your contact search list to see if the email address already exists and who it is associated with. Be sure to also check the Active status of the employee contact when filtering to avoid confusion with inactive contacts.

To set up your filter, you can:

Another issue to watch out for is unexpected spacing or unsupported characters in the email address when adding it to Aspire.

The User page is located in the contact record under the three dot menu or Administration ▶️ Organization ▶️ Users.

The only potential issues that can arise from the Property page is ensuring that the Contacts section listed at the bottom is set up accurately.

The Email Invoice option will need to be selected, as well as the Primary and Billing checkboxes, depending on how you want your associated customers to receive their invoice(s).