Issue: A builder can't select the Statements button, opens the module but doesn't see any statements or invoices, gets an "Oops" error, or can't access invoices at all.

Solution: Access requires two conditions in Crews: the user must be set as a Company Manager, and all permissions in the Statements category must be enabled. Update both settings for the user in Crews, then log out and log back in for the change to take effect.

In addition, Orders and Statements rely on data from BuildersFirstSource, which is only available in the US and Canada. This data may appear incorrectly to users outside those regions.

Issue: An invoice for a recent order can't be found.

Solution: Confirm that all customer accounts have been checked — the invoice may be associated with a different account, such as a new SAP account. Note that invoices can take up to four business days to become available after an order is placed. If all accounts have been checked and more than 4 business days have passed, contact BFS Support.

Issue: An invoice won't open.

Solution: Invoices for special transaction types — including installs, contracts, finance charges, payment applications, and memo transactions such as credits — can't be opened in myBLDR. These are listed in light blue. If the invoice appears as a normal dark-blue link and still won't open, disable the pop-up blocker in your browser and try again.

Issue: An invoice appears to load, then returns to the previous screen instead of opening.

Solution: This points to a browser cache or local network permission issue rather than a pop-up block. Try these steps in order:

If the issue continues, try a different browser. Chrome and Edge are recommended.

Issue: An "unexpected error occurred" message appears when a browser permissions issue is preventing the invoices and statements page from loading, displaying an "unexpected error" message.

Solution: Follow the Chrome/Edge or Firefox steps below, then reload the page.

After you update this setting, the error no longer appears, and your login proceeds as expected. Your invoices and statements will load correctly once local network access is enabled.

Issue: A customer wants to make a payment before an invoice is available.

Solution: Customers can only make payments on invoiced orders. Pre-payment isn't supported in myBLDR.

Issue: A balance doesn't show a payment that was just made.

Solution: Balances update in real time once the payment batch closes in the ERP, not before. Batch closing timing varies by market: some close the same day, others wait for the ERP to auto-close, which can take a couple of days.

Issue: An exported Excel file doesn't include every selected invoice.

Solution: Export to Excel combines up to 50 invoices into one file. Export in smaller batches if more than 50 invoices need to be included.

Issue: A downloaded statement only covers one month.

Solution: Statements download one month at a time. Users must download each month separately.

Issue: The Statements module or invoices are inaccessible, and no user on the account has Can Edit Permissions enabled to fix it. This includes cases where the only Company Manager loses that permission, or the account has no Company Manager at all.

Solution: Only a user with Can Edit Permissions already enabled can grant Crews permissions to others. If no user on the account has that permission, or there is no Company Manager to assign it, the local BFS store or credit office must invite or restore a Company Manager. Submit a help desk ticket or call 1-888-444-8399, Option 1, for assistance.

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