Frequently asked questions
Connecting and disconnecting
Section titled “Connecting and disconnecting”How do I disconnect a client?
Section titled “How do I disconnect a client?”Go to the client settings and click Disconnect. This stops all syncing and prevents new documents from being published. Documents already in Capture are kept, and anything already published to your accounting platform remains unchanged.
What happens to my data if I disconnect?
Section titled “What happens to my data if I disconnect?”- Documents already in Capture stay in Capture. Nothing is deleted
- Bills and invoices already published stay in your accounting platform
- Synced reference data (contacts, accounts, tax rates) is no longer refreshed
- You can reconnect at any time to resume
Can I reconnect after disconnecting?
Section titled “Can I reconnect after disconnecting?”Yes. Reconnecting triggers a fresh data sync, and you can resume processing and publishing documents.
Data sync
Section titled “Data sync”What data does Capture sync from my accounting platform?
Section titled “What data does Capture sync from my accounting platform?”Contacts, chart of accounts, tax rates, currencies, tracking categories, and basic organisation details. See Data flow for the full list.
How often does data sync?
Section titled “How often does data sync?”A full sync runs when you first connect a client. After that, you can trigger a manual sync from the client configuration page at any time.
I added a new account in the chart of accounts, but it’s not showing in Capture
Section titled “I added a new account in the chart of accounts, but it’s not showing in Capture”Trigger a manual refresh from the client configuration page. The new account will be available once the sync completes.
Does Capture modify anything in my accounting platform?
Section titled “Does Capture modify anything in my accounting platform?”Capture only creates new bills, invoices, contacts, and attachments. It never modifies or deletes existing data. See what Capture does not modify for details.
Processing and extraction
Section titled “Processing and extraction”How long does processing take?
Section titled “How long does processing take?”Most documents are processed within a few minutes. Processing time depends on document complexity, image quality, and current queue volume.
What document types can Capture process?
Section titled “What document types can Capture process?”Bills (accounts payable) and sales invoices (accounts receivable). The AI classifies each document automatically during processing.
What file formats are supported?
Section titled “What file formats are supported?”PDF, JPEG, PNG, TIFF, WebP, and HTML. More will be added in future.
What if the AI extracts the wrong data?
Section titled “What if the AI extracts the wrong data?”All extracted data is editable during review. You can correct any field before publishing.
What if the AI can’t determine the document type?
Section titled “What if the AI can’t determine the document type?”The document is marked as Needs classification. You can set the type (bill or sales invoice) manually, and processing continues from there.
What if there are multiple receipts in one image?
Section titled “What if there are multiple receipts in one image?”Capture detects when multiple documents appear in a single image and marks it as Needs manual split. You’ll need to submit the documents separately.
Multi-organisation
Section titled “Multi-organisation”Can one account manage multiple organisations?
Section titled “Can one account manage multiple organisations?”Yes. Each accounting platform organisation is represented as a separate client in Capture. You can have as many clients as you need within your practice.
Do clients share any data?
Section titled “Do clients share any data?”No. Each client’s data (documents, contacts, accounting configuration) is completely separate. Changes to one client don’t affect any others.
Security
Section titled “Security”How are documents stored?
Section titled “How are documents stored?”Documents are stored in encrypted cloud storage (Amazon S3). Each file is organised by organisation and client, with access controlled through signed URLs that expire after a short period.
Are documents scanned for malware?
Section titled “Are documents scanned for malware?”Yes. Every uploaded document is scanned for malware before processing. If a threat is detected, the document is quarantined and won’t be processed.
How are accounting platform credentials stored?
Section titled “How are accounting platform credentials stored?”Access tokens are encrypted at rest using symmetric encryption with support for key rotation. Capture never stores your accounting platform username or password.
Who can access my data?
Section titled “Who can access my data?”Only users in your organisation can access your documents and client data. Your data is kept completely separate from other organisations, and we enforce this separation at multiple layers — from the application through to the database — to prevent data from being accidentally exposed to the wrong organisation.
Errors and troubleshooting
Section titled “Errors and troubleshooting”A document failed to publish. What should I do?
Section titled “A document failed to publish. What should I do?”Check the error message on the document. Common causes include:
- Invalid account code: The account may have been deactivated in your accounting platform. Refresh your synced data and update the line item.
- Invalid tax rate: The tax rate may no longer be valid. Refresh your synced data and select a different rate.
- Authentication error: Your connection may have expired. Reconnect your accounting platform and retry.
After fixing the issue, click Publish again to retry.
A document is stuck in “Processing”
Section titled “A document is stuck in “Processing””Documents occasionally take longer to process if the queue is busy. If a document has been processing for more than 15 minutes, please contact support.
Why was my document quarantined?
Section titled “Why was my document quarantined?”The malware scan detected a potential threat in the file. Quarantined files cannot be processed. We recommend notifying the sender so they can perform a full security scan of their device. They should then re-send the document once confirmed that any viruses or malware are removed. Please contact support if you believe the scanner has incorrectly marked the document as having a virus, and we will investigate.
Billing
Section titled “Billing”What counts as a processed document?
Section titled “What counts as a processed document?”A document counts as processed when it successfully completes the extraction stage. Documents that fail during triage (not a financial document) or are quarantined (malware detected) do not count.
Do discarded documents count?
Section titled “Do discarded documents count?”Documents that are discarded after extraction count as processed, since the AI extraction work has already been completed.