Common Issues

Solutions to frequently encountered problems in Expensed.

Login & Account Issues

Can't Log In

Symptoms: Login fails, "Invalid credentials" error

Solutions:

1. Check your email - Ensure you're using the correct email
2. Reset password - Click "Forgot Password" on login page
3. Check caps lock - Passwords are case-sensitive
4. Clear browser cache - Old data may interfere
5. Try incognito mode - Rule out browser extensions

Email Not Verified

Symptoms: "Please verify your email" message

Solutions:

1. Check inbox for verification email from noreply@expensed.app
2. Check spam/junk folder
3. Click "Resend Verification Email"
4. Wait 5 minutes and try again
5. Contact support if no email after 15 minutes

Password Reset Not Working

Symptoms: Reset email not received or link not working

Solutions:

1. Check spam folder
2. Request a new reset email
3. Use the latest email (older links expire)
4. Link expires after 24 hours - request new one
5. Ensure you're clicking the full link (not truncated)

Receipt & OCR Issues

Receipt Upload Failed

Symptoms: Upload error, file rejected

Solutions:

1. Check file size - Maximum 10 MB
2. Check format - Use JPG, PNG, PDF, or TIFF
3. Check internet - Ensure stable connection
4. Try smaller file - Compress image if needed
5. Refresh and retry - Sometimes temporary issue

OCR Didn't Extract Data

Symptoms: Blank or incorrect merchant/amount

Solutions:

1. Retake photo - Ensure good lighting, no blur
2. Flatten receipt - No wrinkles or folds
3. Include full receipt - Don't crop edges
4. Manual entry - Enter data yourself if OCR fails
5. Check language - OCR works best with English

Wrong Amount Extracted

Symptoms: OCR shows different amount than receipt

Solutions:

1. Edit the amount field manually
2. Check if tax was included/excluded
3. Verify receipt shows total clearly
4. Use clearer photo if amount is hard to read

Expense Issues

Can't Edit Expense

Symptoms: Edit button missing or disabled

Reason: Submitted expenses have limited editing

Solutions:

1. Only draft expenses can be fully edited
2. For submitted: ask manager to reject it
3. For approved: contact Finance team
4. Once paid, expenses cannot be changed

Can't Delete Expense

Symptoms: Delete option not available

Reason: Only draft expenses can be deleted

Solutions:

1. Submitted expenses cannot be deleted
2. Ask manager to reject, then delete
3. Finance can void paid expenses if needed

Expense Flagged for Policy Violation

Symptoms: Warning icon on expense

Solutions:

1. Review the violation message
2. Adjust amount if over limit
3. Change category if incorrect
4. Add explanation in notes
5. Submit anyway (approver will review)

Report Issues

Can't Add Expense to Report

Symptoms: Expense doesn't appear in list

Solutions:

1. Expense must be in "Draft" status
2. Already-submitted expenses can't be added
3. Check filters aren't hiding expenses
4. Refresh the page

Report Stuck in Submitted

Symptoms: Status hasn't changed for days

Solutions:

1. Check if approver is on vacation
2. Send a reminder to your manager
3. Admin can reassign if manager unavailable
4. Check your manager is set correctly in profile

Mileage Issues

GPS Not Working

Symptoms: Location not tracking, blank map

Solutions:

1. Enable location permissions:
   • iPhone: Settings > Privacy > Location Services > Expensed
   • Android: Settings > Apps > Expensed > Permissions
2. Enable GPS - Turn on device location
3. Go outside - GPS needs clear sky view
4. Refresh app - Close and reopen
5. Use Quick Entry - Fall back to manual entry

Distance Seems Wrong

Symptoms: Calculated distance differs from expected

Solutions:

1. GPS signal may have been weak in some areas
2. Route may differ from typical path
3. Use Quick Entry for known routes
4. Edit distance manually if needed

Bank Account Issues

Micro-Deposits Not Received

Symptoms: No deposits after 3+ business days

Solutions:

1. Check routing and account numbers
2. Verify account allows ACH deposits
3. Look for deposits from "Stripe" or "EXPENSED"
4. Check with your bank
5. Re-add account if numbers were wrong
6. Contact support@expensed.app

Verification Failed

Symptoms: Amounts rejected, verification locked

Solutions:

1. Enter amounts exactly as they appear
2. Don't round (e.g., $0.32, not $0.30)
3. After 3 failures, delete and re-add account
4. Contact support for manual verification

Notification Issues

Not Receiving Emails

Symptoms: No approval/rejection notifications

Solutions:

1. Check spam/junk folder
2. Add noreply@expensed.app to contacts
3. Verify email address in profile
4. Check notification settings in Profile > Notifications
5. Contact IT if emails are blocked company-wide

Too Many Notifications

Symptoms: Overwhelmed by emails

Solutions:

1. Go to Profile > Notifications
2. Disable non-essential notifications
3. Set digest frequency (daily instead of instant)

Mobile App Issues

App Not Installing

Symptoms: "Add to Home Screen" not working

Solutions:

• iPhone: Must use Safari browser
• Android: Use Chrome browser
• Clear browser cache and try again
• Ensure you're logged in first

App Crashes

Symptoms: App closes unexpectedly

Solutions:

1. Clear app cache
2. Refresh by closing and reopening
3. Update to latest browser version
4. Reinstall the PWA

Still Need Help?

If you can't solve your issue:

1. Check other sections of this manual
2. Email support: support@expensed.app
3. Include:
   • What you were trying to do
   • What happened
   • Screenshots if helpful
   • Browser/device you're using

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