ZoneCapture FAQ - Frequently Asked Questions

This article answers the most frequently asked questions about ZoneCapture, covering setup, scanning, troubleshooting, and configuration. Use it as a first stop before raising a support case.

Scanning and OCR

Why is it taking so long for documents to be scanned?

Scripts run every 15 minutes to send and receive data to and from the OCR engine. You can expect a transaction to be available within 30 minutes of sending. Processing may complete in as little as 15 minutes, depending on document size and the completeness of the vendor data for matching. If you experience significant delays, ask your NetSuite Administrator to review the scheduled scripts and contact support if assistance is needed.

What are the average processing times for OCR?

You can expect a transaction to be available within up to 30 minutes of sending. Files may return within 15 minutes depending on document size and the completeness of vendor data for matching.

Which document formats can be scanned?

ZoneCapture sends PDF documents only for scanning. ZoneCapture is designed for invoices and credit notes. Any PDF sent that is not recognised as a bill or credit will be defaulted to a bill.

Is it possible to scan only the first page of a PDF, or a predefined number of pages?

Starting from ZoneCapture version 2.11.1, you can predefine the number of pages per file to be scanned. By default, ZoneCapture scans the first 50 pages to prevent overloading the system when a very large file is submitted. This number can be adjusted on the OCR Station record with assistance from the ZoneCapture team.

Important: If you have a document with many pages but only need data from the first page, split the PDF and send only the required pages, or raise a data quality case to have this optimised for your account.

Can the scanning handle different languages?

Yes. The OCR engine reads all data available on the PDF invoice or credit note. Data is returned in the language captured on the document.

Why is the data showing wrong amounts in NetSuite?

Incorrect amounts are typically caused by PDFs that contain amounts across multiple pages, possibly including subtotals. Report this as a data quality issue so the team can enhance recognition for your account.

Why are my PO numbers never recognised, even though they appear on the PDF?

There are 2 scenarios to consider:

1. The OCR engine may require training by the Data Quality team. Report a data quality issue before saving the invoice to initiate this.
2. If the PO number is not in a defined location or is unclear (for example, embedded in a line memo field), and it follows a consistent format such as PO-1234567, the OCR can be enhanced to identify this format anywhere on the PDF. This is particularly useful when a single bill contains many PO numbers.

How can I capture an article code from a bill to use in transaction line defaulting?

If the value is not part of the description, having the value trained as an article number will add it to the Description field. If it appears in a dedicated column across many of your vendor invoices with a consistent header label, raise a data quality case providing those details.

Why is the data not clickable for my e-invoice?

Clickable PDF functionality is a feature for documents sent to the OCR engine for scanning. E-invoices are received as structured data, not scanned PDFs, so this functionality does not apply.

I'm having issues with the one-time link to access a record. What can I do?

Check whether the OCR scanned date is more than 21 days ago. If so, the data is no longer available as it falls outside the data retention agreement. You will need to resend the document for scanning.

Sending bills and email plugins

How does a file get to NetSuite?

Files are sent via dedicated email plugins. Navigate to Customisations > Plugins > Manage Plugins to find the plugin details and the NetSuite-generated email address to send documents to.

Are there any limitations to the emails sent to the ZoneCapture plugins?

NetSuite enforces the following limits on email capture:

• 20 PDFs per email
• 10 MB per file
• 25 MB per whole email

Why are the bills I sent not reaching the Sandbox?

After a sandbox refresh, NetSuite sets all scripts to unscheduled by default. Adjust the script schedules as detailed in the Knowledge Base article on setting up a sandbox account after a refresh.

Do we need a separate email plugin per subsidiary?

Not necessarily. If your subsidiary data is complete in NetSuite and the corresponding details are clearly present on each PDF for matching, you may use a single email plugin.

Our bills are defaulting to a single vendor. How do we resolve this?

Check the email domain of the originating email address. If this is a shared or common address in your account, add it to the whitelist on the ZoneCapture Main Configuration record.

Our bills are going to the wrong subsidiary. How do we resolve this?

The resolution depends on your plugin configuration:

• Single email plugin: Confirm that the subsidiary master data in NetSuite is complete and that the details on the PDF match exactly. If they do not match, ZoneCapture defaults to the primary subsidiary on the vendor record.
• Per-subsidiary email plugin: Navigate to the Main Configuration record and confirm that Subsidiary from the Email Plugin Prevails is selected.

Vendor bills and transactions

Why is my vendor bill only showing one line, while the PDF contains multiple lines?

This can have several causes:

• Disable Line Level Recognition is enabled on the vendor record
• A single Default Vendor Bill Line is configured on the vendor record
• The OCR engine could not fully capture the lines (for example, an amount is missing), so the application falls back to header-level amounts and displays a single line

How does ZoneCapture determine whether a record should be matched to a PO?

The OCR engine reads the PO number from the scanned invoice. If the identified PO number exists in NetSuite, ZoneCapture matches it and carries across the available PO lines.

Can ZoneCapture create a new vendor from scanned bill data?

Yes. When a new supplier bill or credit is received, select the option to create a new vendor from the processing record. Basic data already captured will be pre-populated. Add financial details, Tax ID, and other key information to complete the vendor record. Providing complete data also improves matching for future bills from the same vendor.

Can ZoneCapture scan and create purchase orders or sales orders?

No. ZoneCapture is designed for invoices and credit notes only. Any PDF that is not recognised as a bill or credit will be defaulted to a bill.

Can ZoneCapture be used for statement processing?

No. ZoneCapture is designed for invoices and credit notes only. Any PDF that is not recognised as a bill or credit will be defaulted to a bill.

How can I delete a record when I do not want to process the PDF?

Reject the record from the Incoming Transaction or Bill to Process record. ZoneCapture does not delete records — it makes them inactive.

Configuration and setup

Why do I get an error message instead of the ZoneCapture portlet on my dashboard?

This error is likely caused by a missing default item or expense code in the ZoneCapture Main Configuration record. Ask your NetSuite Administrator to populate this field, as it is required as a fallback value.

How long does it take to get ZoneCapture active for a customer?

Activation time depends on the customer having the required data available in their NetSuite account, having the correct team involved, and the level of testing performed following the initial installation.

How does ZoneCapture calculate taxes?

By default, ZoneCapture respects the tax setup in NetSuite. There is also an option to use tax mapping, but enabling this means ZoneCapture no longer follows NetSuite logic, which is not recommended. You can also define taxes at the vendor level per subsidiary, or use transaction line defaulting to apply different taxes based on keywords.

Why isn't 3-way matching working across different subsidiaries, even though it is set up correctly in the main configuration?

3-way matching must also be configured on each subsidiary record. Because it can be defined at different levels and for different criteria, it is necessary to enable and configure it at the subsidiary level as well.

My bills are arriving but the subsidiary is not recognised. How can this be fixed?

Subsidiary must be configured and connected with an email plugin. Navigate to Setup > ZoneCapture Setup > ZoneCapture Subsidiary Setup and confirm the configuration is complete. If you are using a single email plugin, ensure that the subsidiary master data in NetSuite matches the details on the PDF invoices.

We need to add a new subsidiary that will use ZoneCapture. What steps should we follow?

1. Create a ZoneCapture Email Plugin for the new subsidiary.
2. Navigate to Setup > ZoneCapture Setup > ZoneCapture Subsidiary Setup and create a new configuration record for the subsidiary.
3. Complete all fields and connect the email plugin as documented in the Subsidiary Configuration article.

I have an approval workflow on the vendor record. Are any changes required to make it compatible with ZoneCapture?

Yes. ZoneCapture installs several fields on the vendor record that are maintained by ZoneCapture scripts. If you have an approval workflow triggered on edit actions on the vendor record, you must exclude the following fields from your approval flow:

• S&C Last Received Company Name (custentity_eff_nsp2p_lastrec_compname)
• S&C Last Received CoC Number (custentity_eff_nsp2p_lastrec_cocnumber)
• S&C Last Received VAT Number (custentity_eff_nsp2p_lastrec_vatnumber)
• S&C Last Received IBAN / Account No. (custentity_eff_nsp2p_lastrec_iban)
• S&C IBAN (custentity_ff_sc_iban)
• S&C Bank Account Number (custentity_ff_sc_bank_account_number)
• S&C Bank Code (custentity_ff_sc_bank_code)

Your approval workflow must allow ZoneCapture scripts to edit these fields without triggering an approval action.

I have SuiteTax enabled on my NetSuite account. Is ZoneCapture compatible?

Yes. ZoneCapture can be installed without issues on accounts with the SuiteTax engine enabled. When processing vendor bills — whether received via OCR or e-invoicing — ZoneCapture populates standard header data and captured line details, including net amounts and line descriptions. ZoneCapture does not handle tax-related fields. The SuiteTax engine is fully responsible for calculating and applying taxes on vendor transactions. E-invoicing (sending and receiving) is also supported on SuiteTax accounts.

How can I find the verification code when setting up a forwarding email to the plugin?

Navigate to the Communications subtab of the employee record selected in the Auto-Response CC field. The Auto-Response field is located on the Main Configuration or Subsidiary Configuration record. To review it, navigate to Setup > ZoneCapture Setup > Main Configuration or open the Subsidiary Setup Record, select View, and go to the OCR subtab to confirm whether Email Auto-Response Settings are enabled. If not, select the checkboxes, enter an employee in the CC field, and trigger the verification email again.

E-invoicing

Can e-invoicing be used in a NetSuite account with only one subsidiary (NOW account)?

No. OneWorld must be enabled for e-invoicing. E-invoicing is not available on single-subsidiary (NOW) accounts.

Roles and permissions

What permissions are needed for a new user to use ZoneCapture?

For a new user, assign an existing role already in use by others performing the same tasks. This is the recommended approach to ensure correct access without manual permission configuration.

Can Employee Centre users use ZoneCapture Scan and Capture or Bank Reconciliation?

No. The Employee Centre is a limited NetSuite licence designed for HR-related tasks, purchase requests, expense reports, and similar functions. It does not support Scan and Capture or Bank Reconciliation due to NetSuite licence restrictions.

The following access model applies:

• Users who send bills via email plugin do not require a NetSuite licence
• Users who process bills (save and report) require a full access licence
• Users who approve bills can do so from a full user licence, an Employee Centre licence, or via the approval-by-email workflow

Split screen and display

ZoneCapture does not load the split screen correctly — the PDF is missing or the page loads indefinitely. How do I fix this?

1. Clear your browser cache and cookies. This resolves most split-screen issues.
2. If the issue persists, ask your NetSuite Administrator to confirm that your custom role has all required ZoneCapture permissions.
3. If neither step resolves the issue, contact ZoneCapture customer support.

The PDF is not fully displayed on the split screen — the font is missing. What is causing this?

The PDF viewer used by ZoneCapture supports most scenarios; however, PDFs created via DocuSign are not currently supported. If the font is missing and the document was created via DocuSign, this is a known limitation of the PDF viewer.

The Drag and Drop bar is placed over the Bill/Credit transaction header. How do I fix this?

The Drag and Drop bundle is not fully compatible with ZoneCapture. The placement of the drop bar is not always predictable. Disable Drag and Drop for transactions processed via Scan and Capture, and keep it enabled for all other record types.

Incoming transactions queue

Why are the Edit and Process buttons not visible in the Incoming Transactions to be processed queue?

The default saved search used by the Incoming Transactions to Be Processed queue uses the field type Formula (HTML). To use this record fully, the NetSuite feature HTML Formulas in Search must be enabled.

1. Navigate to Setup > Company > Enable Features > Analytics.
2. Select the HTML Formulas in Search checkbox.
3. Once enabled, add the Process, Reject, and Origin columns to the saved search if they are not already visible.

Licensing and support

Our licence is suspended. How do we resolve this?

If the licence was previously active and re-retrieving it does not resolve the suspension, contact your internal Finance team to investigate. The Finance team can liaise with Zone & Co if further action is needed.

We have new team members and would like to arrange a training session. Is this possible?

Yes. Raise a support case with the request and the Customer Success team will contact you to discuss options and any associated costs.

We are interested in ZoneCapture. Who can we contact to arrange a demo?

Arrange a demo directly via the Zone & Co home page at zoneandco.com.