Invoices can get stuck when their current status conflicts with the action you're trying to take, such as an outstanding approval task blocking deletion, or an incorrect document type blocking workflow progress. You can resolve most of these issues yourself using the steps below.
Retract a pending task to delete an invoice
You can't delete an invoice while it has a pending approval task, or while it's in certain workflow stages. If the bin icon is greyed out or unavailable, work through the steps below:
Click the task icon on the invoice, then click Retract to cancel the pending task.
Click the bin icon on the invoice once there are no outstanding tasks.
Resolve an invoice stuck in pending approval
An invoice showing as pending for approval when all tasks appear complete usually means a task is stuck in an intermediate state, such as On hold or Disputed, rather than fully approved or retracted.
Click the task clock icon on the invoice to view all tasks and their current statuses.
Retract the task and resend it to an active user if a task is 'On hold' and the assignee is unavailable.
Fix bulk actions that fail or partially complete
A bulk sign-off or bulk move that fails for some invoices but not others usually means those invoices have outstanding tasks, status conflicts, or permission restrictions.
Check the error message shown during the bulk action to identify which invoices failed.
Open each affected invoice, then check for pending tasks, an incorrect document type, or a Disputed status.
Resolve each issue using the relevant steps above, then retry the bulk action.
⚠️ Important: If bulk action failures appear alongside an Internal Server Error message, this is a platform issue rather than a configuration issue. Speak to the support team and include the invoice numbers affected and the time the error occurred.