ExpenseIt in MobileApp Malfunctioning - Deleting Receipts

[matthewshaw]

Recently when in the mobile app and uploading a receipt (photo, pdf, etc) and then opening the receipt and clicking ExpenseIt it will attempt to process the receipt but it ends up deleting the receipt all together and you have to start over/find another way. I’ve checked and confirmed it’s not storing the receipts anywhere else. 

I tested on two different iPhones, each has a different mobile app version: 10.22.0.2505270305 and the other 10.21.0.2504260104. I hard restarted my iPhone as well as deleted the app and re-installed. No success in a resolve.

For reference, when using the photo button in the app and it expenses in the same process, there are no issues. It’s only when uploading then clicking ExpenseIt.

I enjoy using the ExpenseIt tool as it saves on printing & taking a photo. Please help!

[KevinD]

@matthewshaw I didn't understand one thing you mentioned. You said, "it's only when uploading then clicking ExpenseIt". Can you tell me what you mean by this, please? 

[matthewshaw]

screen recording of it: https://drive.google.com/file/d/1SymTKHNVUCE1aPtnnoBMOaZ_bf70gk5X/view?usp=drivesdk

Video shows when you upload a receipt (image, pdf, etc) then you click ExpenseIt from the upper right menu it will “process”. After minutes the receipt disappears all together. Before this issue, it would expense it finding the date, amount, vendor and categorize it 

[KevinD]

@matthewshaw thanks for the video. That helps a lot. Looks like the same issue applies that you mentioned from @loic_nouvel. At times our imaging service has a blip and the processing of images has issues. 

I would say to open the app first then use the camera icon to take the picture, but from what you shared with the Starbucks receipt, the receipt is on your phone, so you couldn't do that. 

Hopefully you don't have too many receipts you need to capture this way. 

[matthewshaw]

@KevinD - I’m sorry but I simply don’t accept that as a resolution nor fix. Please append my issue to @loic_nouvel ’s case 25651260

With the world of app/mobile ordering and emailed receipts Concur needs to fix the ExpenseIt tool when uploading a receipt. Whether you open the Concur app first then upload from outside Concur then click ExpenseIt or you upload from directly with the Concur app then click ExpenseIt - it’s not functioning as it did previously. Please request it to be looked into and resolved. I use this feature about 250-300 times a year, at minimum.

[KevinD]

@matthewshaw I wasn't suggesting that is a resolution or a fix. My role isn't one where I can make requests to our development teams to fix things that aren't working. That is why we have the Support portal for customers to submit cases.  That is the best and most efficient way to get something that isn't working, fixed. 

My role as the Community moderator is to answer as many questions here in the Forums as I can. When it comes to something needing to be fixed, that isn't anything I can actually do myself, unfortunately. 

[matthewshaw]

@KevinD - as an end user (not an admin), do I have access to the support portal? If yes, how?

[KevinD]

@matthewshaw only if your company has the User Support Desk service, which I just checked and you do not. However, I'm going to private message you two names of people at your organization who can submit cases to the Support Portal. 

[Elemonster]

It’s a dangerous one because there isn’t even an error given.   They just disappear.   Luckily I double check but it’s eaten a couple hotel receipts already.

[matthewshaw]

@KevinD - on the "Upload Receipt - "Processing" is stuck" post in Concur Expense Forum, @loic_nouvel received the following message. Would this apply to my situation too?

I do not believe a conference call will be needed as I've just gotten word that a few other clients are experiencing the same issue. Not all sites are affected, which was why when I tested on my end I was not able to replicate the issue.

With this, our Development Team is actively investigating this issue now.

I have tagged your case with the investigation so that we can keep you updated on the progress and provide an estimated time of resolution as soon as possible. We apologize for any inconvenience this has caused.

"Processing" is stuck" post in Concur Expense Forum > Concur Expense Form - Upload Receipt - "Processing" is stuck 

[jpiii]

I have version 10.22.0.2505270305 on iOS and I am having same issue. This feature worked perfectly on my last trip which was May 29, it was broken since them. It is an critical feature for frequent traveler as this is the main may I enter receipts either via screen shot or receipts received as pdf attachment via email on my phone (i.e. Uber receipts).

[Motoman2112]

I am having the same issue

[jebst89]

Same issue, receipts keep getting deleted after hitting expenseIT.  App version 10.22.0.2505270305.  This is causing loss of confidence in the product and a need to double check all of the receipts captured.  Please fix.  If the app has an issue, it should alert the user and require a restart of the workflow.