A bill failed to read
Find out why a bill shows Failed on the Bills page, retry it, and what to try when it keeps failing.
In the app:Bills
On this page
Sometimes Conduit AI can't finish reading a bill. The bill then shows a Failed card at the top of the Bills page, with a short reason, instead of joining the review queue.
Retry the bill
- Go to Bills.
- Find the card marked Failed.
- Select Retry. You'll see "Retrying" and the card shows the stages again.
Owners, admins, finance and analysts can retry. Many failures are temporary, and Conduit AI already tries again by itself a couple of times before it shows Failed, so if a retry works, you're done.
When a bill fails for good, members who want it get an email titled "We could not process" followed by the file name. Turn this on or off under Settings → Profile & security → A bill could not be processed.
What the message means
| Message | What to do |
|---|---|
| "Conduit AI could not finish this step. Please try again; our team has been notified." | Select Retry. If it fails again, try the PDF straight from your carrier's online account. Our team already knows about the failure. |
| "Conduit AI has reached this organization's monthly processing budget. Our team can raise it." | Contact us and we can raise the budget. Spreadsheet exports that Conduit TEM recognises don't use this budget. |
| "This file has … pages; bills over 200 pages are not supported." | Upload the bill in parts, or use the carrier's CSV or XLSX export instead. |
| "This file has … rows; spreadsheets over 50,000 rows are not supported." or "This workbook is too large to be one bill" | Export a single billing period or account at a time. |
| "This workbook could not be opened" | Open the file in your spreadsheet program, save it again as .xlsx or .csv and upload that. |
If it keeps failing
- Use the carrier's own PDF. A PDF downloaded from the carrier's online account reads far better than a scan, a printout or a photo. If you upload a photo, take it flat, in good light, with the whole page in view.
- Check it's a bill. Contracts, letters and order confirmations aren't bills, and Conduit AI can't turn them into one.
- Try the spreadsheet export. Bell, Rogers and TELUS business portals offer a CSV or XLSX billing-detail export that Conduit TEM reads directly.
- Ask us. If none of that helps, contact our team with the file name and roughly when you uploaded it.
Note: There's a daily limit on uploads and retries per organization. If you reach it, you'll see a message saying it resets at midnight UTC. Contact us if you need more.
A bill with blocking items isn't a failed bill
If the bill opens but says Fix these before posting or shows a red blocking count, it was read fine: something on it needs your attention before you can post it. See Review and post a bill and The totals don't match.