Error message when uploading receipts on mobile app

[kvavra]

Mobile app users are reporting issues getting receipts to load.  It keeps saying please try again.  Is anyone else experiencing this or found a work-around?

[KevinD]

@kvavra how many users are reporting the issue? 

Do you know if they have made sure to be using the latest version of the app?

[kvavra]

As of right now, just 1 user is reporting the issue.  Yes, I had them make sure their iOS was current and they had the current version of the app.  They uninstalled and reinstalled it but are still seeing the same error message. 

[KevinD]

@kvavra have them try rebooting their phone. See if that clears up the issue. If not, let me know.

[kvavra]

They have.  They even deleted the app, reinstalled and the same thing is happening.  

I just had another user today report this same issue.  

[KevinD]

@kvavra are both users using iPhones and are they using ExpenseIt? I'll need to know some details to pass on to the mobile team.

If the issue is with ExpenseIt, they can turn off ExpenseIt for the time being and simply take a picture of their receipts. This will place the receipt image in their available receipts that they can then assign to an entry they create directly on their expense report. 

I'll await your reply.

[kvavra]

Both are iPhone users.  

I know of 3 different ways you can add receipt images in the mobile app.  Both have stated that they use options 1 or 2 below and both are getting the same error message.  

1. From the app Home screen, clicking on the camera icon
2. From the app Expense screen, clicking on the + icon and choosing camera or gallery
3. Within the Expense Entry itself, choosing one of the options listed after clicking "Add Receipt"

Both are using the camera to take a picture in the moment vs. selecting one from a photo gallery, though apparently the selecting from a photo gallery doesn't work either.  Neither of them can get option 3 to work. 

[KevinD]

@kvavra is your company using ExpenseIt? If so, do both users have ExpenseIt turned on in the mobile app?

[kvavra]

Yes, we are using ExpenseIt.  I've had them turn it off and they're still getting the error message.  I don't personally have any company card transactions but I've been testing this myself with OOP receipts.  The only way I have been able to successfully add a receipt image, is to create the expense report, add an expense to the report, then take the photo within the expense entry.  It will not allow me to take/upload a photo from the mobile app home screen, nor adding a manual expense outside of a report.     

[kvavra]

I now have a 3rd user reporting the issue.  Gone through all of the troubleshooting steps above and no success.