Troubleshooting Debt Collector¶
Identify which stage needs attention: selecting invoice entries, preparing messages, or sending messages already in the outbox.
A customer or invoice is not included¶
Check the customer's Debt Collector Code, the configuration's Active setting and its lines. Customers with a blank code are outside configuration-based processing.
For the invoice entry, verify Document Type = Invoice, Open, a positive Remaining Amount, a nonblank document number, Reversed = false and an empty On Hold value. Check its Due Date against the configured cutoff.
Also review the notification history. An entry already prepared for the same configuration today is excluded from further preparation that day. See Configurations and date rules.
The message uses an unexpected date rule or template¶
Date formulas define upper cutoffs for invoice due dates. For example, +14D includes older invoices as well as invoices due within the next 14 days. Configuration lines share the same-day preparation check, so an earlier line can handle an entry before a later line is reached.
Customer and Document modes also resolve templates differently in version 1.0.2.0. Review Template selection by grouping mode and preview the relevant invoice with the actual configuration order.
A reminder is prepared again on another day¶
The preparation check uses configuration, customer ledger entry and preparation date. It does not permanently exclude an invoice or record a completed checkpoint. An invoice that remains eligible can therefore be prepared on a later day. Align the job schedule and configuration rules with the agreed communication frequency.
A recipient is missing or unexpected¶
Check the address resolution order: Debt Collector Email, standard customer E-Mail, then the main contact's E-Mail. A blank Debt Collector email field alone does not skip the customer. If all three are unavailable, preparation raises an error.
Correct the relevant address and review the next prepared message. Changing customer contact data does not rewrite the recipient stored in an existing outbox message.
The language or email subject is unexpected¶
Check the customer's Language Code, the selected template and its Layouts rows. Default Language Code is used when the customer has no language code. A missing layout row for a populated customer language code does not trigger another lookup in the default language.
Check Email Subject and Report Layout Name on the matching row. Where no language-specific subject is resolved, the template description is used. See Email templates and languages.
The sending account is unexpected¶
For version 1.0.2.0, check routing for the standard Notification scenario and the Business Central default email account. The current sender does not select the two registered APPower scenarios. See Configure the sending account.
An invoice PDF is missing¶
Check Attach Document in Debt Collector Setup. Confirm that the selected ledger entry has its corresponding posted sales invoice or service invoice, and that Report Selections contains the relevant invoice report.
Open Attachments for the prepared message. If the posted document is unavailable, for example for a migrated opening entry, there may be no source invoice printout to attach. Investigate report-generation errors through the preparation job's log.
Messages remain New or show Error¶
Confirm that both jobs are configured and enabled, that preparation completes before sending, and that the job-running user has the required permissions. Review the message creation dates and Job Queue Log Entries against the planned processing window.
For Error messages, investigate the email-account setup, connection and the reported sending error. The sender includes retry processing, with up to three retry attempts. The implementation partner can inspect the outbox record's Last Error, Retry Count, Email Message ID and Sent Date Time when deeper diagnostics are needed.
Review unresolved messages before manually regenerating communication. An existing record or a successful preparation run alone does not establish the delivery outcome.
The amount no longer matches the customer's balance¶
Confirm that payments and credit memos have been applied to the invoice. Message content reflects the invoice data at preparation time. If the customer pays after preparation, the stored email content is not recalculated by the sender.
For grouped messages with several currencies, check the currency on each line and how the Word layout calculates and labels totals. The grouping process does not split entries by currency.
Contact support¶
Provide the Business Central and Debt Collector versions, the configuration code, grouping mode, relevant date formula, message ID/status and the failing stage to office@appower.io. Include the error and a representative example with customer details removed where they are not needed to explain the issue.