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.     

[AnnaDizo]

Hi @kvavra  - Good day!

Allow me to check on the issue. If you can kindly provide me specific information like, when exactly Users getting the error on the screenshot above? Is it after capturing a receipt? Opening/viewing a receipt? 

Also we will need to check error logs, if you can kindly send me an email of the affected User's login id as well as the date and time the error recently happened?

Thank you,

Anna

SAP Support

[kvavra]

Hi Anna!

Personally, I get the error message after capturing the receipt, it won't save it to the expense.  I assume, based on their feedback, that the others are receiving the error message the same way.  What is your email address and I will be happy to share the user ids for everyone that's been involved in identifying and testing this issue on our end.  

Thanks, 

[kvavra]

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

[cjmarimo]

Hello @kvavra 

Have they tried clearing the app's cache and data from the settings panel?.

BR,

cj

[kvavra]

Yes and that didn't do anything. 

[e2morris]

I'm having issues as well on the mobile app. If there is a pre populated "receipt" which is a itemized list that is imported from the credit card, I don't have an option to upload receipt. It says "We're sorry. An error occurred. Please try again later." Then I click the 3 dots to view receipt with the hopes that you can upload or append. Nope, same message. I have also deleted the app and reloaded it, signed back in. No difference.

The only time I see the old button in blue that says "add receipt", is when there is no pre populated transaction that's imported from my credit card statement I'm guessing is where that comes from.

Super annoying as I have to email all receipts to myself now and upload on the desktop.

[kvavra]

I am up to 8 users who are reporting this issue.  I'm assuming at this point that everyone is affected and just hasn't mentioned it yet.  Have there been any updates to possible solutions?  So far, all of the troubleshooting tips discussed above have not had an impact.  

[KevinD]

@kvavra I suggest submitting a help ticket to Concur Support so they can look into the issue more deeply. Concur Support has access to tools that I don't have access to that can better identify the issue.