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            Sorry! nothing found for

            FAQ Lucy for entrepreneurs

            Modified on Mon, 9 Feb at 5:16 PM

            On this page, we address the following questions :


            Can invoices be paid in bulk?

            • With the Lucy Business Pro subscription, you can group invoices into a single SEPA batch file.
               This file can then be submitted to your bank for processing. 

            Can I create an invoice in a foreign currency? 

            • At the moment, it is not possible to create an invoice in a foreign currency in Lucy. 

            How can I adjust the invoice numbering? 

            • If you want to change the invoice numbering, you can create a new period with the desired numbering in the Sales Invoice Settings. Once an invoice has been created, the numbering can no longer be modified. 

            How can I send a sales invoice to multiple email addresses? 

            • You can manually add other email addresses in the CC field before sending the invoice. However, it is not possible to link multiple email addresses to a single customer profile. 


            My documents are not being transferred from Lucy to my accounting software. What could be the possible cause?

            • If an integration has been made between Lucy and an accounting software, but the documents are not coming through, this could possibly be caused by the fact that the document type has not been defined in Lucy. You can see whether or not the document type has been recognized by the icon below. For purchase invoices this will be an icon with an arrow pointing downwards, for sales invoices an arrow pointing upwards. If this icon is not there, you will have to enter the document type yourself to have the invoice flow through to the accounting package.


            Where can I find my Lucy email address? 

            • Your Lucy Inbox has its own unique email address, which you can find by navigating to
              “Documents” > “Accounting” > “Forward documents from your mailbox.” 



            Can my accountant see all the documents stored under “Company Documents”? 

            • The documents stored under “Company Documents” are not all visible to your accountant.
              The purpose of this feature is to allow you to use Lucy as a portal to store all your business-related documents in one secure cloud environment. These documents are only accessible to you as the business owner.
              Documents that you place in the Vault, however, are accessible to both you and your accountant.


            How long do I have access to the free trial version? 

            • When you first start using Lucy, you have 30 days of free access to all functionalities. 

            Can I delete an incorrect uploaded document? 

            • If a document in your Inbox has already been sent to your accounting software (status “Sent”), it can no longer be deleted in Lucy. Documents with the “Inbox” status, however, can still be deleted from your Inbox. To do this, click on the three dots next to the document and select “Delete.” 



            Why do sales invoices appear in my “To Pay to Suppliers” inbox? 

            • We understand that this may cause some confusion, but this is how the Lucy Inbox works. It contains both your purchase invoices and sales invoices. 


            Can I resend a previously sent invoice via Peppol?

            • At the moment, it is not possible in Lucy to resend an invoice via Peppol if it has already been sent earlier by email or via Peppol.

            Can I upload and send my sales invoices in Lucy via the Peppol network?

            • Lucy cannot send sales invoices via the Peppol network if they were created in an external system. Only sales invoices that are created within the Lucy platform can be sent via Peppol. It is not in line with Lucy’s vision to convert invoices from PDF to UBL format or to modify invoices in XML format, as this process can be error-prone.


            Can I delete a sales invoice in Lucy?

            • No, only draft invoices can still be deleted from the Invoicing tile. Sales invoices that have been finalized and sent to the customer can no longer be deleted. 

            How can I change the payment method for my Lucy invoices?

            • If you want to change the bank account used to pay your Lucy invoices, you first need to downgrade to the Lucy Inbox. This downgrade will take effect on the first day of the following month. From that moment on, you can adjust your payment method and select your preferred plan again.


            Does Lucy offer the option to connect my bank?

            • Yes it is possible to connect your bank to your Lucy account. More info you can find on this supportpage.


            What is Lucy’s Peppol access point?

            • Lucy uses Storecove as its Peppol access point to provide users with an efficient and reliable solution for electronic invoicing.


            How can I change the email address of my Lucy account?

            • At the moment, you cannot change the email address you use to log in to your Lucy environment yourself. Please contact Lucy Support for assistance.


            Will I receive a notification for incoming Peppol invoices?

            • Currently, Lucy does not offer a feature for entrepreneurs to receive notifications when purchase invoices via Peppol arrive in their Lucy inbox. However, your accountant can set up your personal email address through their portal to automatically forward these invoices. You will receive an email with the invoice as a PDF attachment on your personal email address. If you no longer wish to receive these emails, you can contact your accountant to have the option of automatically forwarding incoming Peppol invoices to your private email address disabled.

            How can I finalize and send an invoice to a private customer who doesn’t have an email address?

            • If the invoice does not need to be sent to the customer via Peppol and the customer does not have an email address, you can use your own email address to finalize the invoice. This way, the invoice will be sent to your own mailbox, allowing you to print it. You may also consider creating a free Gmail account if you prefer not to receive these emails in your personal inbox.


            Is it possible to add multiple companies to one account in Lucy?

            • If you want to add multiple companies to one account through Self-Onboarding, each company must first be registered with a unique email address. Once the companies have been registered in Lucy, you can contact Lucy Support to have all companies linked to the desired email address or account. This process cannot currently be done by yourself. However, your accountant can immediately link multiple companies to a single account if they create the files for you. For each company, a separate subscription must be obtained. 


            How can I enable two-factor authentication (2FA) or Itsme on my account to connect?

            • At the moment, it is not possible to enable 2FA in Lucy. As a security measure, you are automatically logged out after 15 minutes of inactivity. However, we are currently working on a long-term solution for the future.


            Is it possible to export an overview of the sales or purchase invoices to Excel? 

            • Unfortunately, this functionality is not available at the moment. You can only export your sales or purchase invoices in PDF or XML.

            Why does my invoice show incorrect translations or change the name of my item?

            • This issue may be caused by a translation extension active in your browser, such as Google Translate. Disabling this extension should resolve the related problems.



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