Forwarding receipts to Concur

[Twoodrum2025]

Hi, one of our executives is having issues forwarding his receipts to Concur. He was forwarding them to receipts@expenseit.com but the receipts wouldn't show up in Concur so I suggested that he forward his email receipts to receipts@Concur.com  the receipts show up in his account but there are no images. I think this is a current issue he is having because he hasn't said anything until the last two weeks. I'm not sure how to solve this issue. Thank you 

[PoojaKumatkar · Accepted solution]

Hi @Twoodrum2025 ,

Please refer to the similar support article below and verify whether the user has followed all the recommended steps and considerations. If any of the suggested actions have not been completed, please try them and check whether the issue is resolved.

Article Number - 000073273

Title - Why are receipts emailed to receipts@expenseit.com or receipts@concur.com not showing up in my account?

Details - I am emailing my receipt images to receipts@expenseit.com/receipts@concur.com  and the images are not showing up in my SAP Concur account. What is happening?

Resolution/Answer: When sending receipts to the email receipts@expenseit.com or receipts@concur.com, users should be aware of the following aspects: The user's email address must be verified in their Profile > Profile Settings > Email Addresses The image must be in one of the supported formats: PDF, JPG, JPEG, TIF, TIFF, or PNG We have a size limit of 15MB per file and 30MB cumulative attachments per email Do NOT forward the original vendor email image as it may be refused by the system - many are text or embedded HTML that cannot be processed A workaround for this issue is to save the receipt from the merchant email as a PDF and send a fresh email, with the file attached, to SAP Concur Make sure that the receipts are being sent to receipts@concur.com or receipts@expenseit.com and there are no misspellings or errors in the address Each email attachment is treated as a single image file - a single image file with two receipt images within it is still treated as a single receipt image An image embedded in the body of the email is treated as a single image file The system does not support a combination of attached image files along with an image embedded in the body of the same email - in this scenario the embedded images are ignored Make sure that there is no signature or other information in the body of the email There are several types of PDF files. If some PDF file does not work, the receipt should be saved in a different extension.  There are times when an email with any of the possible reasons listed in the cause (email not verified, original email forwarded, signature included, etc..) has occurred.  It is not expected to occur so if the email does not allow the receipt image to show up, ensure all of the above items are correct and is what is expected and the receipt image should show up.  If all of the above is correct and the images are still not showing up in your SAP Concur account, open a case with Support, including include the information about the affected user and the email message sent to SAP Concur, in a .eml or .msg format. For instructions on how to save the receipt in these formats, please refer to How can I save the original email received in .msg or eml. format? Receipt images emailed to receipts@concur.com or receipts@expenseit.com, and processed by ExpenseIt are now analyzed by a new AI/ML model for document classification. This model determines if the receipt image is converted to an expense or stored as a receipt image only. If the image can be converted to an expense, it is processed by ExpenseIt. If it cannot be converted to an expense, it is saved as a standalone image that can be accessed from Available Receipts. Reference: Document Classification for Email Receipt Images

Cause: There are a number of reasons this could occur: The email address in the profile has not yet been verified A timing issue where the receipts were emailed while the system is still verifying the user's email address The images are attached with an unsupported file type File size is too large The original email from the vendor has been forwarded to SAP Concur Email addresses are misspelled Multiple images are within the email being sent to SAP Concur Email signatures are included in the email The type of PDF file being used is not supported Email was verified on another/legacy Company site before

Additional Information: Regarding the PDF receipts, we do not accept the following types of PDFs as they will not upload as images on a consistent basis:  Password protected These files cannot be decrypted so they cannot be stored by SAP Concur AcroForm PDFs These PDFs may upload but the text in these Acrobat fill-in the-blanks forms will likely not be visible. In fact, this issue occurs only if multiple AcroForms are uploaded; single AcroForms likely upload properly. Best practice is to avoid uploading AcroForms since the results are not reliable XFA PDFs These XML-based PDFs collect information associated with electronic forms. Since they are interactive, they cannot be successfully uploaded Portfolio PDF These "collection" PDFs can contain files with various file types. Concur Imaging keeps any included file with an acceptable imaging file type (PNG, JPG, JPEG, PDF, TIF, OR TIFF) and discards the remaining files For instructions of how to verify your email address see How do I verify an email address?

If this answers your query, then please mark solution as accepted

[PoojaKumatkar · Accepted solution]

Hi @Twoodrum2025 ,

Please refer to the similar support article below and verify whether the user has followed all the recommended steps and considerations. If any of the suggested actions have not been completed, please try them and check whether the issue is resolved.

Article Number - 000073273

Title - Why are receipts emailed to receipts@expenseit.com or receipts@concur.com not showing up in my account?

Details - I am emailing my receipt images to receipts@expenseit.com/receipts@concur.com  and the images are not showing up in my SAP Concur account. What is happening?

Resolution/Answer: When sending receipts to the email receipts@expenseit.com or receipts@concur.com, users should be aware of the following aspects: The user's email address must be verified in their Profile > Profile Settings > Email Addresses The image must be in one of the supported formats: PDF, JPG, JPEG, TIF, TIFF, or PNG We have a size limit of 15MB per file and 30MB cumulative attachments per email Do NOT forward the original vendor email image as it may be refused by the system - many are text or embedded HTML that cannot be processed A workaround for this issue is to save the receipt from the merchant email as a PDF and send a fresh email, with the file attached, to SAP Concur Make sure that the receipts are being sent to receipts@concur.com or receipts@expenseit.com and there are no misspellings or errors in the address Each email attachment is treated as a single image file - a single image file with two receipt images within it is still treated as a single receipt image An image embedded in the body of the email is treated as a single image file The system does not support a combination of attached image files along with an image embedded in the body of the same email - in this scenario the embedded images are ignored Make sure that there is no signature or other information in the body of the email There are several types of PDF files. If some PDF file does not work, the receipt should be saved in a different extension.  There are times when an email with any of the possible reasons listed in the cause (email not verified, original email forwarded, signature included, etc..) has occurred.  It is not expected to occur so if the email does not allow the receipt image to show up, ensure all of the above items are correct and is what is expected and the receipt image should show up.  If all of the above is correct and the images are still not showing up in your SAP Concur account, open a case with Support, including include the information about the affected user and the email message sent to SAP Concur, in a .eml or .msg format. For instructions on how to save the receipt in these formats, please refer to How can I save the original email received in .msg or eml. format? Receipt images emailed to receipts@concur.com or receipts@expenseit.com, and processed by ExpenseIt are now analyzed by a new AI/ML model for document classification. This model determines if the receipt image is converted to an expense or stored as a receipt image only. If the image can be converted to an expense, it is processed by ExpenseIt. If it cannot be converted to an expense, it is saved as a standalone image that can be accessed from Available Receipts. Reference: Document Classification for Email Receipt Images

Cause: There are a number of reasons this could occur: The email address in the profile has not yet been verified A timing issue where the receipts were emailed while the system is still verifying the user's email address The images are attached with an unsupported file type File size is too large The original email from the vendor has been forwarded to SAP Concur Email addresses are misspelled Multiple images are within the email being sent to SAP Concur Email signatures are included in the email The type of PDF file being used is not supported Email was verified on another/legacy Company site before

Additional Information: Regarding the PDF receipts, we do not accept the following types of PDFs as they will not upload as images on a consistent basis:  Password protected These files cannot be decrypted so they cannot be stored by SAP Concur AcroForm PDFs These PDFs may upload but the text in these Acrobat fill-in the-blanks forms will likely not be visible. In fact, this issue occurs only if multiple AcroForms are uploaded; single AcroForms likely upload properly. Best practice is to avoid uploading AcroForms since the results are not reliable XFA PDFs These XML-based PDFs collect information associated with electronic forms. Since they are interactive, they cannot be successfully uploaded Portfolio PDF These "collection" PDFs can contain files with various file types. Concur Imaging keeps any included file with an acceptable imaging file type (PNG, JPG, JPEG, PDF, TIF, OR TIFF) and discards the remaining files For instructions of how to verify your email address see How do I verify an email address?

If this answers your query, then please mark solution as accepted

[KevinD · Accepted solution]

@Twoodrum2025 could you report back here and let us know if the issue is resolved or if what @PoojaKumatkar provided helped, please?