Check the invoice status first

1. Navigate to Invoices in the left-hand navigation menu.
2. Find the invoice and check its status:
   • Booked — the invoice is waiting to be collected but no transaction has been created yet.
   • Expired — the due date has passed without a transaction being created.
   • In Progress — a transaction exists and is being processed. No action needed.

If the status is Booked or Expired, continue with the diagnosis below.

Diagnose the cause

The customer had no signed mandate at the time of import

Twikey only creates a transaction automatically if a signed mandate already exists when the invoice is imported. If the mandate was signed after the invoice was imported, the link is not created automatically — you must do it manually.

1. Navigate to Invoices in the left-hand navigation menu.
2. Open the invoice.
3. Click Create Transaction.
4. Select the signed mandate you want to use.
5. Select the collection date and confirm.

For full instructions, see How automatic and manual invoice-to-mandate linking works.

The invoice was imported under the wrong profile

A transaction is only created if the invoice and the mandate belong to the same profile. If the invoice was imported under a different profile than the one the mandate belongs to, no automatic link is made.

1. Navigate to Invoices in the left-hand navigation menu.
2. Open the invoice and check the Profile field.
3. If the profile is incorrect, select the invoice, click Actions, and select Move to to move it to the correct profile.
4. Once on the correct profile, link it to the mandate manually using Create Transaction.

The amount exceeds the maximum transaction limit

Your profile may have a maximum transaction amount configured. If the invoice amount exceeds this limit, no transaction is created.

1. Navigate to Settings > Account > Company Information.
2. Check the Max transaction amount field.
3. If the invoice exceeds the limit, either adjust the limit or split the invoice amount.

The invoice has expired

If the due date has passed before a transaction was created, the invoice status changes to Expired. You can still link it to a mandate manually — the collection date you choose will be in the future.

Follow the same steps as above: open the invoice, click Create Transaction, and select a new collection date.

Invoice reverted from In Progress to Booked or Expired

If an invoice was In Progress and has now returned to Booked or Expired, it means the linked direct debit transaction was removed from the "To be sent" batch before it was sent to the bank.

This can happen when:

• A batch was deleted via Transactions > To be sent > Delete batch.
• An individual transaction was manually removed from the batch before submission.

When this happens, Twikey automatically reverts the invoice state:

• Back to Booked if the due date has not yet passed.
• Back to Expired if the due date has already passed.

Any automatic reminders configured on the profile continue to run based on the current state, due date, and configured grace periods.

To recollect, link the invoice to a mandate again manually:

1. Navigate to Invoices in the left-hand navigation menu.
2. Open the invoice.
3. Click Create Transaction.
4. Select the signed mandate and choose a new collection date.
5. Confirm.

Tips

• Always use a customer number when importing invoices — Twikey uses the customer number to match invoices to mandates. Without it, the link may fail even if the mandate exists.
• Check the profile on import — if you have multiple profiles, make sure you import invoices under the profile that holds the customer's mandate.
• Verify mandate status — navigate to the customer detail page and check the Agreements tab to confirm the mandate is signed and active before linking.