Use this article to resolve problems with Email Remittance in Cash Application Manager (CAM) for NetSuite: errors on a Gmail or Outlook email flow run, and the reasons the Email remittances view of the Cash Application Manager dashboard gives for emails that need a person. It's for CAM administrators and the accounts receivable team members who review email remittances. For what each status means and how to approve, link, retry, or ignore an email, see Review email remittances on the Cash Application Manager dashboard.
Flow-run errors
These errors appear in the errors for the Bank File to NetSuite [EMAIL - ACH - Gmail] or Bank File to NetSuite [EMAIL - ACH - Outlook] flow. Each one means CAM stopped processing an email before creating a Celigo Cash App Email Remittance record for it. An email that isn't a remittance is skipped, with no error and no record.
EMAIL_SENDER_NOT_ALLOWED
Symptom: The flow's errors list an email's subject line with this code.
Cause: Allowed senders is set on the flow, and the email's sender isn't on the list.
Resolution: If the sender should be allowed, add their address or domain to Allowed senders, then select Run now with a start date before the email arrived. If the sender shouldn't be allowed, no action is needed.
EMAIL_EXTRACTION_MISSING
Symptom: The AI extraction step didn't return a result for this email.
Cause: The AI extraction step failed to return output, for example because your account is out of AI agent credits or the AI agent returned an error.
Resolution: Open the errors on the flow's Extract Remittance Data step for this run to see the underlying cause. If it's a credits issue, add AI agent credits to your account. Otherwise, retry the error once the underlying issue is resolved.
EMAIL_MESSAGE_INVALID
Symptom: One of these messages:
- We couldn't read this email because Gmail returned an unexpected message format. Retry this error.
- We couldn't read this email because Outlook returned an unexpected message format. Retry this error.
- We couldn't read this email because the mailbox returned an unexpected message format. Retry this error.
Cause: CAM couldn't parse the message Gmail or Outlook returned.
Resolution: Retry the error. If it fails again for the same message, contact Celigo Support with the message subject and the flow run ID.
Emails listed for review on the dashboard
When CAM saves an email but can't match or apply it, it lists the email under Email remittances on the Cash Application Manager dashboard. Status and Reason tell you why. Find the email's reason below.
Low confidence: confidence is below the minimum
Symptom: The status is Low confidence, and Reason reads, for example, "confidence 0.88 is below 0.9".
Cause: CAM read the email with a confidence below Minimum confidence to match. Very short emails, such as a single line, can score below 0.9.
Resolution: Compare the payer, amount, and invoices with the original email, then link the email to its bank payment. If correct emails often score low, lower Minimum confidence to match; see Set up Email Remittance in CAM for NetSuite.
Needs review: no payment amount was found
Symptom: The status is Needs review, and Reason includes "no payment amount was found".
Cause: The email has no payment amount, for example a credit-only remittance.
Resolution: Apply the payment manually in NetSuite, then ignore the email.
Needs review: invoice details are only in an attachment
Symptom: The status is Needs review, and Reason includes "invoice details are only in attachment" followed by the file name.
Cause: The remittance details are only in an attachment CAM can't read, such as a Word file or an image with a transparent background. For the formats CAM reads, see Email Remittance FAQ.
Resolution: Apply the payment manually from the attachment, then ignore the email. Ask the customer to send remittances in the email body, as a PDF, or as an opaque scan.
Needs review: the bank payment is for a different customer
Symptom: The status is Needs review, and Reason reads "Bank payment #<number> is for <customer>, but the invoices in the email belong to a different customer. Link it by hand if that is right, or ignore the email."
Cause: CAM identified a customer for the bank payment, the email's invoices belong to another customer, and When the bank payment's customer differs from the invoices' customer is set to Send the email to review.
Resolution: If the payment does cover those invoices, for example a parent company paying for a subsidiary, link the email to the bank payment. Otherwise, ignore the email.
Needs review: other reasons
Symptom: The status is Needs review, and Reason describes one of the causes below.
Cause: One of the following:
- The email includes credits or deductions.
- The invoices in the email total more than the payment.
- The email has no invoice numbers.
- On Gmail, the email's SPF or DKIM result is fail, softfail, or permerror.
- CAM matched the email but couldn't apply the payment. Reason gives CAM's explanation.
Resolution: Check the original email. For an SPF or DKIM result, confirm the email came from your customer before you act on it. Apply the payment manually in NetSuite, then ignore the email. You can't link an email that includes credits or deductions to a bank payment.
Unmatched: no open bank payment
Symptom: The status is Unmatched, and Reason reads "No open bank payment for this amount dated <start date> to <end date>. Link it to a bank payment by hand, or ignore it."
Cause: By the end of the match window plus 3 days, no open bank payment matched the email's amount, date range, and currency. Common causes:
- The bank file with this payment hasn't been imported.
- The bank payment is already Applied or Partially applied, for example because your bank flow applied it to the customer's open invoices before the email arrived.
- The payment came from a bank flow that isn't in Bank flows to match against.
- The bank amount differs from the email amount by more than Amount tolerance, or the bank date is outside Match window (days).
Resolution: Confirm that the bank file with this payment was imported, then select Retry matching. If CAM still finds no match, link the email to the bank payment, or ignore it if the payment was already applied.
Ambiguous: more than one bank payment matches
Symptom: The status is Ambiguous, and Reason reads "More than one bank payment matches this email. Link this email to the right bank payment."
Cause: More than one open bank payment still fits after the tie-breakers you turned on.
Resolution: Link the email to the right bank payment. If this happens often, turn on more tie-breakers in the email flow's Matching settings.
Ambiguous: another email matches the same bank payment
Symptom: The status is Ambiguous, and Reason reads "Another email matches the same bank payment. Link this email to the right bank payment."
Cause: Two remittance emails describe the same bank payment.
Resolution: Link the email that explains the payment to it, then link the other email to its own bank payment or ignore it.
Duplicate: same remittance as another email
Symptom: The status is Duplicate, and Reason reads, for example, "Same remittance as email #1401 (New)."
Cause: The same remittance arrived again, for example forwarded or in your other mailbox.
Resolution: Ignore the duplicate. CAM handles the original email named in Reason.
Debug logs and email content
Running a flow in detailed or debug log mode can store message, attachment, and AI prompt content in that flow's own execution logs. Debug logging is off by default, and its logs stay in your own account's log storage, not shared with Celigo. Turn it off once you've finished debugging a specific flow run.
Prevention
- Set Allowed senders to your customers' and AP platforms' sending addresses or domains, so CAM skips unexpected mail before the AI extraction step.
- Apply your Gmail label or Outlook category with a filter or inbox rule when mail arrives, so scheduled runs don't miss late-labeled mail.
- Review Minimum confidence to match against the emails listed as Low confidence. A threshold that's too low risks wrong matches; one that's too high creates more review work.
- Set Amount tolerance and Match window (days) to fit how your bank reports payments, for example a tolerance that covers wire fees.
- Ask customers to send remittance details in the email body, as a PDF, or as an opaque scan.