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How to invoice for items used on a task?

To include items on the invoice, add products to the service task as a desk user or on the app.

How to delete draft invoices?

To delete a draft invoice, open the invoice with Draft status, click Update, then select Delete in the bottom-left corner. In the confirmation pop-up, click Confirm Delete. The invoice status will then change to Deleted.

How do I delete or void an invoice?

The ability to delete or void an invoice depends on its status and whether it has been synced with your accounting partner.

1. Deleting a Draft Invoice

You can only delete an invoice if it is in Draft status.

From the Uptick Web Platform, open the invoice with Draft status.
Click Update.
Select Delete in the bottom-left corner.
Click Confirm Delete in the pop-up window.

The invoice status will change to Deleted. Deleted invoices are hidden by default but can be found by filtering the invoice list by the "Deleted" status.

2. Voiding an Authorised Invoice

If an invoice has already been pushed to your accounting partner (Authorised status), it cannot be deleted directly in Uptick. You must void it in both systems.

In your accounting software: Find the corresponding invoice and void it according to your accounting software's process.
In Uptick: Navigate to the invoice and click the Sync button in the Accounting Integration section. This will update the invoice's status in Uptick to Voided.

Why hasn't the invoice status updated?

Invoice statuses (like Authorised or Paid) sync from your accounting partner. This sync typically happens automatically overnight.

If the status has not updated, you can trigger a manual sync:

Open the invoice in the Uptick Web Platform.
In the Accounting Integration section, click the Sync button.

This will immediately pull the latest status from your accounting partner. If a voided invoice is still showing as overdue in the customer portal, a manual sync will fix it.

The status changes from Draft to Authorised after a successful dispatch. If it doesn't update in real time:

Wait for the overnight sync to update the status.
Or, to sync immediately, open the invoice and click Sync in the (Accounting Partner Name) Integration section.

Can invoice be edited after it is pushed to the Accounting Partner?

After an invoice is pushed to the accounting partner, it can NO longer be edited in the workspace. If changes are made in the accounting partner, only the invoice total will sync back to Uptick (either overnight or by clicking Sync on the invoice), and the following message will appear:

"The total on this invoice does not match the sum of the lineitems. This is because the invoice was modified in the accounting partner, rather than in Uptick. Uptick will use the value set by the accounting partner."

Alternatively, if the line items must reflect the correct information, void the invoice in the accounting partner, then sync it in Uptick to update the status to VOID, and raise a new invoice with the updated details.

How to create an ad-hoc invoice?

Navigate to Billing > Invoices and click + Create Invoice.
Complete the relevant fields and click Save Invoice.
Click Create new item and double-click on the relevant cell to change Product, Description, Account Code, Quantity, Unit Price or Tax Code.
Click Create new in the Integration section.

The ad-hoc invoices CANNOT be sent to clients unless generated from a task. To ensure the invoice can be dispatched, manually create a task (change the category to Billing to avoid confusion), add charges to the task and send the invoice from the task.

Where can invoicing settings be configured?

Invoicing settings are managed in Control Panel > Invoicing, allowing adjustments to reference format, description, payment terms, due dates, BCC address, sequence number, local invoice generation, and payment instructions.

How to ensure invoice dispatching is successful?

Uptick relies on the accounting partner to generate invoices, thus the following conditions must be true in order for the invoice to send:

There is a billing card set against the client/property and inherited by the task.
That billing card is connected to the accounting partner.

When it passes those checks, Uptick will pass the invoice information to the accounting partner which then performs the invoicing.

How to reconnect a detached invoice in your accounting partner

When an invoice is detached from your accounting partner, it loses its connection (Partner UID), which can lead to sync failures and potential duplicates. This often happens if the connection to the accounting partner is interrupted or if the invoice is manually detached in Uptick.

When to use this:

An invoice in Uptick shows "No linked partner invoice" or has a blank Partner UID.
You receive an error message like "Unable to retrieve partner Invoice" when trying to sync.
The invoice appears disconnected in the Accounting Integration section.

Step-by-step instructions to reconnect:

Check the invoice in your accounting partner: Before making changes, log in to your accounting partner (Xero, MYOB, Sage, etc.) and confirm if the invoice exists.
- If it does exist, take note of the invoice number and total.
- If it does not exist, proceed to the next step to create it from Uptick.
Reconnect the invoice from Uptick:
- Navigate to the detached invoice in Uptick.
- In the Accounting Integration section, you will see that it is not linked.
- Click the Create New button to push the invoice to your accounting partner and establish a new link.
If the connection fails (e.g., "Invalid Grant" error):
- An "Invalid Grant" error means the authentication token between Uptick and your accounting partner has expired.
- Go to Control Panel > Accounting.
- Click the dropdown arrow next to your accounting integration and select Disconnect.
- Follow the prompts to reconnect your accounting partner. This will refresh the authentication token.
- Once reconnected, return to the detached invoice and try step 2 again.

By reconnecting the invoice, you restore the Partner UID and ensure that future status updates (like payments) sync correctly between Uptick and your accounting partner.

How to troubleshoot timeout errors when invoicing?

"No Linked Partner Invoice" Error

This error means the invoice in Uptick isn't connected to an invoice in your accounting software. This can happen if the initial sync failed.

If the invoice should be deleted: If the invoice was created by mistake and doesn't exist in your accounting software, you can click Detach in the Integration section and then delete the draft in Uptick.
If the invoice should be synced: Try running a manual sync. If that fails, you may need to disconnect and reconnect your accounting integration in the Control Panel to resolve any token or authorisation issues.

"Gateway Timeout (Error 504)"

This error means the connection to your accounting partner timed out during dispatch. However, the invoice may have still been created in your accounting software.

To avoid creating a duplicate invoice:

Check your accounting software first to see if the invoice exists.
If it does, void or delete the duplicate in your accounting software.
Once confirmed that no invoice exists, you can safely retry the dispatch from Uptick.

These sections directly address the knowledge gaps about managing, editing, deleting, voiding, and syncing invoices that users have been asking about.

Why won't my invoice dispatch?

If you're having trouble dispatching an invoice, it's often due to a missing or disconnected billing card.

How to fix this:

Ensure there is a billing card set up for the client or property.
Make sure the billing card is connected to your accounting partner (e.g., Xero, MYOB, Sage).
To check the connection, go to Billing > Billing Cards on the Uptick Web Platform.
Look at the Partner UID column. If it's empty, the card is not connected.
Use the filter "Accounting organisation > Is > No accounting organisation" to easily find all unconnected cards.
Connect any disconnected cards and try dispatching the invoice again.

Why is my invoice status not updating after being paid?

Invoice statuses typically update during an automatic overnight sync between Uptick and your accounting software. If you need to see the updated status immediately, you can perform a manual sync.

How to manually sync an invoice:

Open the invoice you want to update in Uptick.
In the Accounting Integration section, click the Sync button.
This will refresh the invoice status to match what is in your accounting system.

If the status still doesn't update, there might have been a payment reversal or another change in your accounting software that hasn't synced yet.

What should I do if I get a Gateway Timeout (Error 504)?

A "Gateway Timeout" or "Error 504" can happen when the connection to your accounting partner times out during an invoice dispatch. Even though an error appears in Uptick, the invoice may have already been created in your accounting system. Retrying the dispatch without checking can lead to duplicate invoices.

How to handle a timeout error:

Do not immediately retry the dispatch.
Log in to your accounting software (MYOB, Sage, etc.) and check if the invoice was created.
If the invoice exists, void or delete it in your accounting software to prevent a duplicate.
Go back to Uptick and retry the dispatch.

Best Practices for Managing Duplicate Invoices with MYOB and Sage

How to Prevent Duplicate Invoices

The best way to prevent duplicates is to be cautious after a dispatch fails or times out.

Check for an error message: If a dispatch fails, look for an error message like MyobInternalServerError or a timeout warning. These errors often advise you to "Check status in MYOB/Sage Business before attempting to push again".
Verify in your accounting software: Before retrying a failed dispatch, always log in to MYOB or Sage to see if the invoice was created despite the error.
Avoid multiple clicks: Do not click the dispatch button multiple times if the system is slow. This can cause multiple requests to be sent.

How to Resolve Duplicate Invoices

If you find a duplicate invoice, follow these steps:

Identify the duplicates: Compare the invoices in Uptick with those in MYOB or Sage. You will typically find one invoice in Uptick but two in your accounting software.
Void the incorrect invoice: In your accounting software (MYOB or Sage), find the duplicate invoice that is not linked to Uptick and void or delete it. The invoice that is correctly synced with Uptick should be kept.
Contact support if needed: While this issue is often related to the accounting partner's server performance, if you continue to experience problems, you can contact Uptick support for further investigation. It is helpful to provide screenshots of the duplicate invoices and any error messages you received.

Note: In some cases, an invoice created during a timeout may have a status of "Open" in MYOB and cannot be deleted. In these situations, you may need to contact MYOB support directly for assistance in managing the duplicate record.