For End Users
1
Check the Status page
Navigate to Eftsure workspace → Dashboard → Status to see whether any active errors or warnings are recorded against your session or recent actions. This is the fastest way to confirm whether a problem is isolated to your activity or is broader in scope.
2
Ask the Virtual Assistant
The built-in Virtual Assistant can answer common questions about Eftsure workflows, status meanings, and next steps. Open it from the Eftsure workspace to get contextual help without leaving D365.
3
Contact your Eftsure administrator
If the status page is clear and the assistant does not resolve your issue, escalate to your organisation’s designated Eftsure key user or administrator. They have access to logs and configuration tools that end users cannot access directly.
For Administrators
1
Review the logs
Navigate to Eftsure workspace → Admin → All logs to inspect recent activity and identify any errors. Cross-reference log entries with the known issues listed in the Known Issues section below — most errors relate to configuration or a process that did not complete correctly.
2
Check batch job status
Navigate to Eftsure workspace → Admin → Batches to confirm that synchronisation batches are running and completing without errors. Batch failures are a common cause of stale vendor statuses and synchronisation gaps.
3
Inspect the Supplier Sync report
Navigate to Eftsure workspace → Tools → Supplier sync to review which vendors have synced to the Eftsure portal and which have not. Vendors shown as grey in D365 are frequently caused by an incomplete or failed supplier sync.
4
Run the configuration check
Use the built-in configuration validation tool to verify that your Eftsure setup is correct. The config check now validates workflow users and can export its output as an HTML attachment for review or sharing with support. See Configuration check for instructions.
5
Check for outages
If you suspect a platform issue rather than a local configuration problem, review the Eftsure outage status. Contact your Eftsure administrator or refer to the in-product outage information for current platform status.
6
Contact key user support
If you cannot resolve the issue using the tools above, contact Eftsure support through the in-product Support tool. This tool is context-aware: it automatically captures a screenshot of your current screen and attaches any selected vendor history, logs, or trace data to your ticket, which significantly reduces back-and-forth. See Key user support.
Sandbox Environments
Many unexpected behaviours in sandbox environments stem from incomplete post-deployment activities rather than product defects.
- Confirm the Eftsure endpoint is pointing to the sandbox portal (
sandbox.eftsure.com.au) rather than the production portal (portal.eftsure.com.au). - Verify that all generic and personal API user accounts have the correct credentials and
PartnerIdconfigured in the Eftsure portal. - Re-run the configuration check after any database refresh to detect stale settings.
Advanced: Trace Parser
If you are experiencing a performance issue or a complex intermittent error that cannot be diagnosed through logs and batch checks alone, use the D365 Trace Parser to capture a detailed execution trace.- Capture a trace while reproducing the issue.
- Analyse the trace using the Trace Parser tool to identify slow queries or unexpected call chains.
- Attach the trace file to your support ticket for review by the Eftsure engineering team.
Known Issues
The errors below are the most common issues encountered by users and administrators. In most cases they result from a configuration setting rather than a product defect.Onboarding
Error: "Field GST group must be filled in"
Error: "Field GST group must be filled in"
Trigger: Accepting a new onboarding after the review step.Cause: The GST/tax group field is set as mandatory for the vendor master, but no default tax group is configured for the vendor group. Because the onboarding process creates the vendor automatically, the GST group is unknown and the creation fails.Resolution — choose one:
- Set a default GST group on the relevant vendor group(s).
- Manually select the correct GST group for each vendor before accepting the onboarding.
- Remove the mandatory tax group requirement (note: vendors will then be created without a GST group).
Error: "ABN must be specified"
Error: "ABN must be specified"
Trigger: Accepting an onboarding for a business that does not have an ABN.Cause: ABN is configured as a mandatory field for all vendors.Resolution: Change the ABN requirement from mandatory to optional in the vendor parameters.
Vendor Master
Error: Invalid ABN when modifying an existing record
Error: Invalid ABN when modifying an existing record
Message:
Invalid ABN '12 345 678 900': ABN doesn't satisfy validation rulesTrigger: Attempting to edit any field on a vendor that already has an invalid ABN stored.Cause: ABN validation is enabled, so the system rejects any save where the ABN fails the checksum.Resolution — choose one:- Correct the ABN before editing any other field, or clear it entirely.
- Disable ABN lookup for all records in the system configuration.
- Disable ABN lookup at the customer level only, leaving it active for AP vendors.
Error: "Please choose a contact from the list"
Error: "Please choose a contact from the list"
Trigger: Saving a vendor record.Cause: The vendor has an incorrect or unresolved Primary contact value, often caused by a record template that carries a stale primary contact reference.Resolution: Go to the affected vendor → Purchasing demographics → Primary contact, and enter a valid value. If you are using record templates to create vendors, clear the Primary contact field on the template to prevent this from recurring.
Vendor Payments
Error: GST Group mandatory for vendor payment journal
Error: GST Group mandatory for vendor payment journal
Message:
GST Group mandatory for vendor AU-XXXXX voucher VPAXXXXXXCause: GST validation is switched on for all payment journal lines.Resolution — choose one:- Set a default GST group on each payment journal line.
- Remove GST group validation from vendor payment journals while keeping it active for vendor invoice checks.
Error: Eftsure validation — lines have invalid verification status
Error: Eftsure validation — lines have invalid verification status
Message:
Eftsure validation: 1 line(s) have invalid Eftsure verification status. Please validate and review journal before posting again.Cause: The vendor is excluded from daily Eftsure synchronisation but is assigned a default payment method that has Eftsure validation enabled.Resolution: Create a new payment method with Eftsure validation disabled and assign it to the excluded vendor.Access & Authentication
Error: Incorrect PartnerId (UpgradeRequired) on generic account
Error: Incorrect PartnerId (UpgradeRequired) on generic account
Message:
Eftsure cloud: Incorrect PartnerId (UpgradeRequired)Cause: The generic (batch) account used to synchronise D365 with the Eftsure portal has an incorrect PartnerId.Resolution: Review the generic username and password in the Eftsure configuration, then raise a support ticket requesting the correct PartnerId be assigned to that account. Once assigned, the login test will return a success message.Synchronisation
Vendor shows self-certified in vendor master but grey in payment journal
Vendor shows self-certified in vendor master but grey in payment journal
Cause: The bank account was recently created and has not yet synchronised to the Eftsure portal, or the legal entity is not set up correctly in the portal.Resolution:
- Confirm the vendor bank account is synchronised to the Eftsure portal.
- Ensure the legal entity in the portal matches the D365 legal entity exactly.
- Re-validate the payment journal — the status should update to reflect the correct verified state.
Vendor shows grey (None) status — vendor not synced to portal
Vendor shows grey (None) status — vendor not synced to portal
Cause: Two common reasons:
- The vendor was manually created in D365 and belongs to an excluded vendor group (not scheduled for sync).
- The vendor was created manually with a normal vendor group but did not auto-sync due to a user account validation failure.
Bank account is verified but vendor still shows grey
Bank account is verified but vendor still shows grey
Cause: Eftsure verification status reflects the default bank account only. If no default bank account is selected, or if the vendor was created manually without the Eftsure onboarding process, the status cannot be populated.Resolution: Open the vendor master, select the correct bank account as the default bank account, and save. The verification status will populate once the default is set.
Phone Number Validation
Error: Phone number is invalid for country
Error: Phone number is invalid for country
Message:
Phone number 'XXX XXX XXXX' is invalid for country YYCause: Two possible causes:- The phone number is genuinely invalid — find a phone number that matches the country’s formatting rules.
- The phone number is valid, but the validation library is using an outdated ruleset for that country.
Concurrent Operations
UpdateConflict errors
UpdateConflict errors
Message:
Cannot edit a record in [Table]. An update conflict occurred due to another user process deleting the record or changing one or more fields.Update conflicts can occur in distributed environments, particularly when batches run during peak user activity or while other related batches are executing. Retry the operation after a short delay.A single UpdateConflict occurrence is not investigated. If you are experiencing high volumes of repeated conflicts, contact support.
Deadlock errors
Deadlock errors
Message:
Cannot edit a record in [Table]. Deadlock, where one or more users have simultaneously locked the whole table or part of it.Deadlocks can occur in distributed environments under similar conditions to UpdateConflicts. Most deadlocks are retried automatically after a short delay.A single deadlock occurrence is not investigated. If you are experiencing repeated deadlocks at high volume, contact support.
Deployments
Missing modules error during deployment
Missing modules error during deployment
Message:
The selected package is missing the following modules that are currently deployed on your environment. You must create an all-in-one deployable package...Resolution: Open the package ZIP file and confirm it contains all required sub-packages. Your deployable package must include all ISV solutions and code customisations as an all-in-one package.