What should I check if messages are not arriving in the mailbox?

It may happen unexpectedly that messages no longer arrive in the Spend Cloud mailbox. There could be several reasons why messages are not arriving in the mailbox.
This article describes the most common reasons and also explains what you can check to get the situation working again.

I manually sent a message to the mailbox but the message is not visible in the Spend Cloud mailbox.

Check if you have sent the message to the correct email address of the Spend Cloud mailbox. The email address of the Spend Cloud mailbox is "customername"@invoice.spend.cloud. The part "customername" is the name of the Spend Cloud environment, which is also behind "https:" in your browser bar when you open the Spend Cloud. For example, https://customername.spend.cloud.

Messages are automatically forwarded to the mailbox, but the messages are not visible in the Spend Cloud mailbox.

As an organization, you can also use your own email address for receiving invoices and automatic forward them to the Spend Cloud mailbox.  If this last step no longer occurs, it is important to check if the automatic forward rule to the Spend Cloud mailbox is still properly set up. You can find an (Dutch) explanation in this article: Automatic forwarding to the Mailbox. If you are unable to set up or edit the automatic forward rule yourself, it is best to contact your own IT department.

Is the automatic forward rule properly set up for your email address but messages still do not arrive in the Spend Cloud mailbox?

In this case, check if it is allowed to forward to external email addresses. Our advice is to have this checked by your own IT department.

• Related Articles

• Optimizing the mailbox

  By adjusting a few settings in the Mailbox, you can streamline the invoice processing workflow. This optimisation reduces the number of manual steps required. As a result, the Mailbox will no longer need to forward messages in bulk at fixed times, ...

• What can I do when messages in the mailbox are marked as spam?

  It can unexpectedly happen that messages sent to the mailbox of your Spend Cloud are seen as spam. When this occurs, a spam messages button will appear in this section, which you can then click to view the messages. If the messages are from a known ...

• Managing the mailbox

  The Inbox contains all emails that have been sent to the Spend Cloud Mailbox email address. By having suppliers send invoices to this email address, all invoices are consolidated in one place. From application management, you have the ability to ...

• Help! An error message when exporting invoices to Twinfield

  Are you using a webservice and are you unable to export an invoice to the Twinfield financial package? There can be multiple causes for this. The cause may be translated into an error message that you can see in the export report. We get this error ...

• Verify invoices

  In the Invoice Processing / Verify menu, you'll find an overview of approved invoices that need to be verified before they can be exported to the financial system. By clicking on the invoice, you can verify it and if needed place it on hold. Please ...