Troubleshooting

If you run into difficulties with YouInv, here are a few leads for the problems that come up most often.

Sign-in & Account

I cannot sign in

• Check that you are using the right email address.
• If you have forgotten your password, click "Forgot password" on the sign-in page to set a new one.

My account is locked

After several failed sign-in attempts, your account can be temporarily locked for security. Wait 15 minutes or contact support.

Invoicing & Peppol

My invoice is not being sent over Peppol

• Check that your client has a valid VAT number or CBE number on their record.
• Make sure the client is registered on the Peppol network (YouInv usually shows this with a "Peppol Ready" badge).
• If the client is not on Peppol, the invoice is sent by ordinary email instead.

I am not receiving my suppliers' invoices

• Check that you have given your suppliers your Peppol identifier (usually your VAT number).
• Make sure your YouInv registration has been validated.

Bank Synchronisation

My transactions are not showing up

• Synchronisation can take a few hours depending on the bank.
• In Settings > Bank, check that the connection with your bank is still active. The consent sometimes has to be renewed (every 90 days under the PSD2 directive).

Automatic reconciliation is not working

• Check that the payment amount matches the invoice amount exactly.
• Make sure the structured communication or the invoice number appears in the bank transaction's description.

Support

If the problem persists, there are several ways to reach our support team:

• Open a support ticket: go to youinv.com/support to submit a detailed request. Average response time of 24h (4h for urgent matters).
• Contact form: use the form on youinv.com/contact for general, technical or commercial questions.
• Email: write to info@youinv.com (average response within 2h).
• Phone: call +32 2 586 69 87 (Monday to Friday, 9am-5pm).
• Chat: available 24/7 on the site (through the chat icon).