When Smart Extract encounters a problem, an error message is recorded in the Activity log. Here we explain the most common error messages, what causes them, and how to resolve them.
How to find error messages
Error details are always recorded in the Activity log, even when the document appears to have processed silently.
In the Processing tab, click the affected document in Panel 1.
In Panel 2, select the Activity tab.
Review the log entries for the error message and timestamp. Use this information when contacting support or clicking the Report Issue button.
Bad Payload
What it means: Smart Extract received a file it could not process. This is typically caused by a corrupted file, an unsupported file format, or a file that contains structural issues (such as extra spaces in the filename or invalid encoding).
How to resolve:
Download the original document from its source and verify it opens correctly on your device.
Check the filename for special characters or extra spaces and remove them before re-uploading.
If the file is a scanned PDF, try re-saving it from your scanning software or converting it to a standard PDF.
Re-upload the cleaned file. If the error persists, contact the Lightyear support team and include the document and the error message from the Activity log.
"Bad Payload" during approval processing (missing tax code)
What it means: A Bad Payload error that occurs specifically when advancing an invoice through the approval processing stage, rather than during initial Smart Extraction, is usually caused by a missing or empty tax code field on the invoice. Smart Extract may not always capture tax information automatically, and a blank tax code prevents the invoice from being processed correctly.
How to resolve:
Open the invoice and check the tax code field. If it is blank or shows as unrecognised, this is the likely cause.
Manually enter the correct tax code for the invoice. If the invoice has a zero or exempt tax rate, select the appropriate zero-rated tax code from the dropdown.
Save the changes and attempt to advance the invoice through approval again.
If the error persists after entering a tax code, try re-uploading the document using More > Switch Extraction Method to re-extract the invoice data.
đ Note: This variant of the Bad Payload error occurs at the approval processing stage, not during initial Smart Extraction. If you are seeing Bad Payload during the initial upload or extraction step, refer to the general Bad Payload section above.
Document exceeds page limit (20-page maximum)
What it means: Smart Extract+ can only process documents up to 20 pages. Documents that exceed this limit will fail extraction and show the Manual Entry icon in Panel 1.
How to resolve:
Download the original file.
Split the document into separate files of 20 pages or fewer. If the document is a single invoice with many pages of supporting attachments, consider extracting only the invoice pages.
Re-upload each file individually for Smart Extraction.
Multiple documents in a single PDF
What it means: A single PDF file contains more than one invoice or a mix of document types (for example, an invoice and a credit note). Smart Extract may process only part of the file or produce incorrect results.
How to resolve: Split the PDF into individual files, one document per file, before re-uploading. Each document can then be Smart Extracted separately.
Extraction stuck or not completing
What it means: The document has been in an extraction state for longer than expected. Smart Extract typically completes within 15 seconds. A stuck state may be caused by a temporary system delay or a file that cannot be fully processed.
How to resolve:
Refresh the page, if extraction completed in the background, the result will appear.
Use More > Return to Processing and trigger Smart Extract again.
If retrying does not help, re-upload the document from the original file source.
Check the Activity log for any associated error message, then click the Report Issue button including the document name and timestamp.