Troubleshooting & FAQ

Last Updated: 2025-12-02 10:22 UTC

Personas: Controller / A/R Manager / A/R Operator / Billing Admin / Sales / CSM / Legal

What you'll learn

• Resolve common data import and deliverability issues.
• Troubleshoot Stripe checkout and access problems.
• Understand how to recover from Data-Ready or mini-portal errors.

Step-by-step

1. Fix CSV import errors.
   • Review the validation summary after each upload. Common errors include missing required headers, invalid currency codes, or malformed dates.
   • Correct the source file and re-upload. Use the reject log to identify specific rows that need updates.
2. Improve email deliverability.
   • If bounce rates rise, verify SPF/DKIM alignment and remove invalid contacts via suppression.
   • For complaints, adjust tone and cadence frequency; consider segmenting high-sensitivity accounts into manual review.
3. Resolve Stripe checkout issues.
   • Payers seeing declines should retry with a different method; reference the Stripe error code in the invoice timeline.
   • For partial payments, log the amount received and either create a promise for the remainder or escalate as a dispute. Refunds must be processed directly in Stripe.
4. Address access & permissions questions.
   • If a teammate cannot see a page, confirm their role in Admin → Users & Roles. Upgrade temporarily if they need additional access for a project.
   • For self-service access requests, instruct users to contact the Controller.
5. Recover from Data-Ready failures.
   • Contacts <95%: enrich missing emails via CRM or append services, then re-import.
   • Aging parity >1%: confirm write-offs and currency conversions match ERP exports.
   • Dispute smoke failures: resend a test dispute via the mini-portal to ensure routing is configured.
6. Solve mini-portal problems.
   • Expired link: regenerate from the invoice detail page; the customer should refresh using the new link.
   • Consumed token: tokens are single-use--send a new link if the payer needs additional access.
   • Rate limits: wait a few minutes before re-opening; persistent issues should be escalated to Support with the request ID.

Success checks

• CSV re-uploads succeed without repeating the same validation errors.
• Deliverability metrics return to healthy thresholds after remediation actions.
• Mini-portal access issues are resolved without engineering involvement.

Common pitfalls

• Ignoring the reject log. It pinpoints the rows you need to fix--download it before editing the entire file.
• Adjusting roles without documentation. Record temporary upgrades to maintain audit trails.
• Resending old portal links. Always issue fresh tokens to avoid security errors.

Related pages

• Next step: Release Notes
• Connectors & Data
• Support

FAQ Highlights

• Can I import historical payments? Yes, include them in the invoice CSV with a paid status so Plixo recognizes closed items.
• Does Plixo send SMS? Not in the MVP; email and the mini-portal are the primary channels.
• How do I report a bug? Use the in-app Support form with screenshots and request IDs so the operators have full context.