A document never arrived

01 · Why

Why this order?

Almost every case is one of four things, and the first two are by far the most common.

02 · How

Work through the checks

1. Check you are in the right workspace. Documents go to one workspace, and the Inbox only shows that one. Look at the workspace switcher at the top before anything else.
2. Check an email inbox exists. Go to Settings → Email Inboxes. If it says "No email inboxes yet", nothing emailed to Merchaint can arrive, because there is no address to receive it.
3. Check the address is the right one. Each inbox has its own generated address. Compare it character by character with what the sender used.
4. Check the Exceptions page. A document that arrived but could not be read is not in the Inbox — it is in Exceptions.
5. Check with the sender. Ask them to forward you their sent copy, and confirm the attachment was actually on it.

03 · Expected result

The document turns up in one of three places: the Inbox, the Exceptions queue, or nowhere — in which case it never reached Merchaint at all.

04 · Troubleshooting

There is no email inbox and I thought there was

Inboxes are per workspace. One in another workspace does not receive mail for this one.

The address looks right but nothing arrives

Send a test yourself, with a small PDF attached, and watch the Inbox. If your own test arrives, the problem is at the sender’s end.

It arrived but there is no document, just an empty entry

Merchaint ingests attachments. An email with the invoice in the body and nothing attached has nothing to take.

05 · Notes

An email address cannot be changed once created

If you need a different one, make a new inbox and ask senders to switch. See Email a document in.

Uploads and imports do not go through the email inbox at all

So if somebody uploaded it directly, steps 2 and 3 do not apply — see Upload files.

06 · FAQ

Common questions