What should I do if my import or export fails?
Fix export failures
If a red cross appears next to 'Last export,' we did not receive any new files in the last 24 hours. The process of extracting data from your accounting software and sending it to Collections failed.
If the export was written by your IT department, contact them and make sure to check the following:
- Has the name of the file(s) been changed? Collections will only import files with the agreed-upon naming structure. If you want to change this default name, please contact collections-support@billtrust.com
- Are there any recent changes/updates on the server, accounting software, database, firewall, network… ?
- Does the scheduled task still exist? Are there any errors? If so, what errors?
- Is the user who scheduled the task still active? Are the user rights still the same?
- Does the ODBC connection used to extract data from the database still exist?
If the export was written by Billtrust Customer Support, please open a case so we can investigate the issue.
Fix import failures
If a red cross appears next to 'Last import,' Collections received the data but there is something wrong with the file.
- Ask your IT department / external IT partner for the XML files that are sent to the Collections platform.
- Validate them on https://schema.icontroller.eu and send any errors to your internal IT / external IT partner. Make sure the errors are fixed before sending another version of the file to your Collections platform. Only files that validate on schema.icontroller.eu will be imported.
- If there are no errors in the file(s), please contact collections-support@billtrust.com as soon as possible.