If your invoice is showing a lower value than expected, or certain service types are not appearing after generation, this is usually caused by a configuration issue on the invoice run or funder record. In some cases it can also be caused by how visits are mapped when using a Financials integration.
This article covers the most common causes and what to check first.
Visits or service types not appearing on the invoice
If specific visits or service types are missing from a generated invoice, check the following.
Service type is not assigned to the invoice run
Each service type must be associated with the correct invoice run for its visits to appear on the invoice. If a service type has been added recently or the run configuration has changed, it may not be linked correctly.
To check service type configuration, follow these steps.
Click Settings, then click Finance.
Click Invoice, then click Runs.
Click into the relevant run.
Review the service types associated with the run and confirm the missing service type is included.
Click Save if you make any changes, then regenerate the invoice period.
Visits are assigned to a different invoice run
If a client has recently moved from one invoice run to another, their visits may still be sitting on the original run. You need to regenerate the original run to release those visits, then regenerate the new run to pick them up.
See our Create an invoice run and period article for steps on correcting funder invoice run assignments.
Invoice values are lower than expected
If the invoice total is lower than expected but visits are visible, the most common causes are a rate sheet that is not covering the full date range of the period, or an incomplete credit and regeneration cycle that has affected how duties are allocated.
Check the rate sheet start date
Confirm that the rate sheet in use covers all visit dates within the invoice period. If the rate sheet starts mid-period, visits before that date may be excluded or zero-rated.
Generation followed a credit
If the invoice was recently credited and regenerated, verify that all pending periods showing Update? status have been updated and accepted before generating again. Generating before the credit cycle is complete can produce incorrect values.
See our Invoice or payroll generation failed article for steps on resolving issues after crediting.
Discrepancy between Access Care Rostering and Financials
If values or service types are appearing correctly in Access Care Rostering but not in your Financials system, this is a data transfer issue between the two systems and requires investigation by the support team.
Raise a support case and include the following information to help the team investigate quickly.
The invoice run name and period dates.
The client name or ID.
The service type that is missing or incorrect.
The invoice value shown in Access Care Rostering and the value shown in Financials.