Troubleshooting: Forwarded Staged Invoice emails not processing
Invoices forwarded to Retriever by an email rule are not always processed.
Invoices forwarded by custom email rules can fail due to formatting or configuration issues, such as message content or email address errors.
Yellow Dog Software does not investigate or support custom email rules created by clients. However, you can verify the following requirements to ensure the email meets processing criteria.
Requirements for forwarded invoices
When forwarding an invoice to Retriever, confirm all of the following:
The email body is completely blank:
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No message text.
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No email signature.
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The invoice is included as an attachment.
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The From email address is approved in Balto.
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The To email address is correct:
YDS+CLIENTID@yellowdogsoftware.com.
To determine whether the issue is caused by the email rule, resend the invoice directly (without using an email rule) and verify whether it processes successfully.
If you need to re-upload the same document:
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Make a small, visible change to the document (any mark or edit).
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Rename the file before uploading.
These steps ensure the system recognizes the file as a new document.
Contact support if all of the following are true:
- The email meets all formatting and configuration requirements.
- The invoice is sent directly (not forwarded by a rule).
- The invoice still does not process.
- Phone: 757-663-7514
- Email: support@yellowdogsoftware.com
- Chat: Click here to Chat with a YD Support Guide
Support hours: Monday–Friday, 9:00 a.m.–8:00 p.m. EST
Emergency support (available 24/7): 757-663-7514, Option 1
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