This article answers some of the most frequently asked questions (FAQs) about requests in Payhawk.
Some of these FAQs are relevant for customers who previously used the Purchases app, which has since been replaced by the Requests app. The new app now covers a broader range of requests, not just purchase requests and purchase orders.
Why can’t I see the Requests app in my menu?
Employees will only see the Requests app only if at least one request type is enabled by a Payhawk Administrator in Settings. If none are active, the app won’t appear.
Payhawk Administrators always see the Requests app. When they open it, they’ll be prompted to configure the request types.
Why can’t I pay my request with a card?
If card payment isn’t available, that request type has restricted payment settings. Payhawk Administrators can change the available payment methods in the Request types settings.
The request amount changed. What should I do?
If the pricing in a request is outdated, it’s best to keep the request history by returning it for editing and then resubmitting it, rather than deleting it.
This applies only if the request is already approved or pending approval. If it’s still in draft, you can update it directly.
Why can’t I edit my request?
Once a request has been submitted for approval, it becomes locked. If there’s a mistake, you can still edit it from its three-dot menu (…), but the request will need to go through the approval process again after any changes.
How is the request title generated?
The request title is created automatically using AI and based on your Description. You can rename it anytime by clicking on its three-dot menu (…) and selecting Edit name.
I want to link an expense to a request, but it’s not showing. Why?
The possible reasons could be the following:
Supplier mismatch - If a request has a supplier defined, the expense must have the same supplier to link to it.
Role permissions - Who you can link depends on your role:
Employees can link only their own requests.
Team Managers can link their own and their team’s requests.
Payhawk Accountantс, Administrators, and Senior AP Specialists can link all requests for the entity.
Reviewers for the request types can link all requests for that type.
The permission to link expenses to any request is also configurable and can be enabled for custom roles.
Payment method mismatch - You can only link expenses and requests with matching payment methods:
If the Card only or Bill only payment method has been set for the request type, you can link requests only to expenses of these expense types.
If a specific card has been selected for the request type, you can link requests only to expenses made with that card.
If No payment needed is selected, the request cannot be linked to any expense.
If no payment method is set for the request type, you can link it to any allowed expense type for that request type.
Why was a request automatically linked to my expense?
Payhawk uses AI to automatically link requests to expenses when it identifies a likely match. The AI analyzes the full context, including the amount, merchant, PO number, attached documents, and card payments, to decide whether to link them.
If an expense was linked incorrectly, you can remove the linked request manually.
Where’s my purchase order?
Customers who previously used the Purchases app that was dedicated to purchase orders only may wonder where those orders are now. Purchase orders have been moved to the Requests app and are now available as a separate request type under Request types.
All existing purchase order fields and workflows have been automatically transferred to the new request type with the same settings. They’re enabled by default, so your experience remains unchanged.
The default payment method for these types is Bill. Payhawk Administrators can change this in Settings > Workflows > Requests.
Where is the Note field of my request?
The Note field has been replaced by the Title field.