Fix invoice upload problems

Use these checks for Invoice intake in the staff workspace. Sign in to the intended firm and make sure the client is visible to your account. For the full submission sequence, see Upload an invoice. This page helps you tell a file refused before it was registered from a registered draft that is still waiting for its malware scan or extraction.

Read the outcome before retrying

What you see	Likely cause and next action
Your role does not include uploading invoices.	Your role is Connector admin, which cannot upload. Ask a colleague with upload permission.
Add a client before uploading invoices.	No active client is visible to you. Ask an Owner to add the client or assign you to it under Settings → Client assignments.
Choose the client these invoices belong to.	Select the intended Client before dropping files. The client may be remembered from your last visit: check it rather than assuming it matches this batch.
Upload at most 20 files at a time.	Split the selection into batches of up to 20. A batch has one purchase/sales direction; do not mix purchase and sales bills in it.
Only PDF, JPEG and PNG files are accepted., This file is empty., or This file is … MB. The limit is 19 MB.	Supply a nonempty PDF, JPEG or PNG no larger than 19 MB. Renaming an unsupported file does not change its type; export or scan the original again.
The file could not be stored. Check your connection and retry. or Storage accepted the file but returned no id, so no review draft was created.	Check the connection and upload that file again. No draft exists for it.
This exact file was already uploaded for this firm. The existing review item holds it — nothing was created.	The same file content is already registered in this firm, even under a different filename or another client. Find the existing item in Review queue or the client’s Books → Invoices tab instead of renaming and resending identical bytes.
Too many attempts. Wait a moment and try again.	Uploads are rate-limited per firm. Wait, then upload the failed files again.
Uploading, Extracting, Ready for review or Failed under Outcome	Per-file results. Ready for review means a draft was registered, not that its malware scan or reading has finished. Select Open draft → for a registered item; a failed row shows its reason under the filename. A partly successful batch keeps the drafts that succeeded, so retry only the failed files.
The invoice page says This file is still being scanned for malware. It opens as soon as the scan clears it.	Wait; it opens as soon as the scan clears it.
The invoice page says The malware scan could not complete, so this file cannot be opened yet. Scan it again to open it.	Select Scan again and wait. If you see Malware scanning is not available for your firm right now, so the file cannot be scanned again yet. Contact Pragma Chartered support, then use Scan again., contact support, then use Scan again.
The invoice page says The malware scan flagged this file, so it cannot be opened. Ask the client to send it again.	The file cannot be opened or approved. Obtain a fresh original from the client.
Status Needs attention with Extraction failed, or fields are wrong	Open the item in Review queue. A failed extraction is not a ready voucher. If the original is legible, compare each field with it and correct the draft; do not approve guessed values.

Check client, direction and batch

On Invoice intake, confirm Client and the purchase or sales direction before picking files. If you selected more than 20 files or mixed directions, split the batch. If a client is missing, check the active firm and your client access rather than uploading into another client.

Inspect the affected file and row

Check the file’s actual format, that it is not empty, and the 19 MB limit. Find that filename in the results table and read both Outcome and any message under File. If other rows say Ready for review, leave those drafts in place; do not resend the whole batch.

Resolve the specific failure

For a storage failure, check the connection and retry the affected file. For a duplicate, find the existing item. For a registered draft, use Open draft → or Review queue and wait for its scan and extraction; only a failed scan offers Scan again. Ask the client for a fresh copy if the scan flagged the file.

Review the draft rather than guessing

Compare the extracted values with the original document and save corrections on the invoice’s review page. If the purchase/sales direction is wrong, change it while the item still needs review, before correcting fields. If the original is illegible, ask for a clearer one instead of approving guessed figures. See Review and approve an invoice.

If the problem persists, submit a support case with the filename, page, error text, approximate time, affected client and whether other files in the batch succeeded. Attach an error screenshot only if it is appropriate to share; never send a password or verification code.

Still stuck?

Open a case from Help & support in Pragma, or book a walkthrough and the team will show you around on a call. Can’t sign in? Contact support.

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