This article covers the most common invoice issues you may encounter in Uptick and how to resolve them.
Invoice Not Dispatching or Stuck in Processing
If an invoice fails to dispatch or gets stuck in processing, the most common causes are:
Missing or disconnected billing card: No billing card is configured on the task or the attached billing card is not linked to your accounting partner. Check the billing card is assigned and synced correctly.
Missing email contacts: No valid email address is on file for the client, property, or billing contact. Add a valid email and retry.
Accounting partner error: The accounting integration may be disconnected. Go to Control Panel > Accounting to check the integration status and reconnect if needed.
Invoice number conflicts: Creating new invoices while contracts are still processing can cause conflicts and timeouts. Wait for all current processing to complete before creating new invoices.
Timeout Errors When Dispatching
A Gateway Timeout (Error 504) occurs when the connection to your accounting partner times out during invoice dispatch. Even though an error appears in Uptick, the invoice may have already been created in your accounting system — retrying without checking first can create duplicate invoices.
How to handle a timeout error:
Do not immediately retry the dispatch.
Log in to your accounting software and check whether the invoice was already created.
If a duplicate exists, void or delete it in your accounting software.
Once confirmed no duplicate exists, safely retry the dispatch from Uptick.
Incorrect Tax on US Invoices
If tax is appearing incorrectly on an invoice — wrong status (tax vs exempt), wrong rate, or unexpected amount — check the following:
Taxable vs Exempt status: Uptick determines if a line item is taxable based on the Default Tax Code on the Billing Card and the Product synced from the Accounting Partner. Check it was correct set up in the Accounting Partner.
Tax rate calculation (Address): For US tax, the final rate is calculated and determined by your accounting partner (e.g., QuickBooks Online or Sage Intacct), but Uptick provides an estimated tax based on task/property address.
Accounting partner as source of truth: Uptick does not store or set custom tax percentages. Final tax calculation happens in the accounting system when the invoice is synced. Pre-sync values in Uptick are estimates and may differ from the final total.
Tax status changes for synced records must be made in your accounting software and will sync back to Uptick overnight or via manual sync.
"No Linked Partner Invoice" message in the Integration window
This error means the invoice in Uptick isn't connected to an invoice in your accounting software, either never been pushed to the accounting partner or detached by another user. To resolve:
If the invoice already exists in the Accounting Partner, void/delete the invoice in the Accounting partner, before clicking Create new in Uptick and pushing the invoice through to the Accounting Partner.
If the invoice doesn't exist in the Accounting Partner, click Create New to push it through.
Invoice Status Not Updating After Payment
Invoice statuses sync from your accounting partner to Uptick. If a paid invoice is still showing as unpaid in Uptick:
Confirm the payment has been applied to the invoice in your accounting software.
Check the accounting integration is connected under Control Panel > Accounting.
Wait for the next overnight sync, or trigger a manual sync if available.
If the status still hasn't updated after a sync, contact [email protected].
Billing Card Issues Affecting Invoices
Many invoice problems stem from billing card misconfigurations. For detailed guidance on billing card troubleshooting — including sync errors, duplicate contacts, and Xero-specific limitations — see the FAQs - Billing Cards article.