This article explains the most common error messages you can encounter while sending payment documents to the Mailbox in Payhawk.
Regularly monitor the email address from which you're forwarding payment documents (for example, invoices@yourcompany.com). The Mailbox will send error messages to this email address if any issues occur.
List of error messages
The following table outlines the error messages generated by the Mailbox when payment documents are not processed successfully.
Reason | Message | Next steps |
Too many attachments | [The email] has more than 40 attachments. We have not processed any of the files. | Send the attachments in separate emails or upload the files directly in the Payhawk portal. |
Attachment too big | The attachment file size is too big. The combined file size must not exceed 20 MB and a single file must be less than 10 MB. We have not processed any of the files. | Minimize the size of the files and send the email again, or upload the files directly in the Payhawk portal. |
No attachments | [The email] does not contain supported attachment types - for example, images or PDF documents. | Send an email with at least one and no more than 40 attachments. If no attachments are provided, Payhawk will automatically parse the email body and create a document. |
Invalid attachment | The attached file does not seem to be a valid file. | Export the file in a supported file format, including PDF, JPG, PNG, or XML. |
Failed DKIM | Your email does not have a valid DKIM signature. | Validate your email with a DKIM signature. |
Failed SPF | The SPF signature of your email is not valid or missing. | Validate your email with an SPF signature. |
General error | We could not process the email. | If, for example, the attached files couldn't be downloaded due to network issues, upload the files directly in the Payhawk portal. |