Common Issues & Fixes

2. OCR & Extraction Errors

A. Missing or incorrect data extraction

Causes:

• Very low-quality scan
• Cropped document edges
• Shadows or glare
• Handwritten text or unusual fonts

How to fix:

• Retake the photo with even lighting
• Avoid shadows or angles
• Place the document flat
• Increase resolution (300 DPI recommended for scanners)

B. "OCR failed" or "Text extraction incomplete"

This occurs when our OCR engine cannot read the file.

Try these steps:

• Use a clearer image
• Upload the original PDF instead of a picture
• Ensure the entire document is visible
• For receipts, straighten the image before uploading

3. Blurry or Low-Quality Images

Symptoms:

• OCR misses text
• Totals or line items not detected
• Vendor names unreadable

Fix:

• Clean your camera lens
• Hold the phone steady for 1–2 seconds before capturing
• Use natural light or a bright environment
• Capture from a slightly higher angle
• Recommended: Use document mode if your phone supports it

4. Approval Workflow Issues

A. Member/Uploader cannot approve documents

This is expected behavior. Only Admins and Owners can approve or reject documents. Members and Uploaders must select Submit for Review.

B. Document stuck in "Draft"

This usually means the uploader forgot to submit the document.

Fix:

• Open the document
• Click Submit for Review
• Add any notes if requested

C. Admin/Owner not seeing documents needing approval

Possible reasons:

• Document not submitted yet
• Filters or status tabs applied
• Upload belongs to another tenant/workspace

Fix:

• Ensure your filters are set to "All"
• Check the correct workspace
• Ask the member to confirm they submitted it

D. Rejected documents not updating after resubmission

Causes:

• Changes not saved
• Uploader forgot to press Submit for Review again

Fix:

• Edit the document
• Save changes
• Click Submit for Review again

5. Scan Limit Issues

A. "You have reached your monthly scan limit"

This appears when you've used all your allotted scans for the plan.

Fix:

• Wait until your next billing cycle (limits reset)
• Upgrade your plan for more scans

B. Scan count not updating instantly

Processing delays may cause a small lag.

Fix:

• Refresh the page
• Wait a few seconds while processing completes

6. Login, Account & Access Issues

A. Not receiving login emails

Check:

• Spam/Junk folders
• Email filters
• Ensure your email is typed correctly

If still not received, contact support.

B. "No active subscription" after successful payment

Possible causes:

• Stripe confirmation delay
• Browser caching

Fix:

• Refresh your browser
• Log out and log in again
• Check the Billing page for updates

7. Team & Member Issues

A. Invited members not showing in the list

Causes:

• Invitation not accepted yet
• Invite expired

Fix:

• Go to Team → Invites
• Resend the invitation

B. Member seeing all documents instead of their own (first login only)

This can happen due to cached tenant context.

Fix:

• Refresh the page once — the correct permissions load afterward
• This issue does not persist after the first refresh
• Works correctly across future logins

8. Still Need Help?

If none of the above solutions resolve your issue:

• Visit the Support / Help page
• Contact support via email
• Share screenshots or sample files for faster troubleshooting