This article is for: employees.
Fix a receipt that won't upload, or whose amount, date or vendor Factorial read wrong, so you can send your expense without starting again. The message on screen usually tells you why. Find yours in Troubleshooting below.
Upload a receipt that works the first time
Overview
Factorial accepts PDF, PNG and JPG/JPEG files. iPhone photos (HEIC) are converted to JPG for you. Large photos are compressed automatically; files that are still over 10 MB can't be uploaded.
How to use
- Photograph the receipt flat, in good light, with all four corners and the total visible.
- For an invoice you received by email, upload the original PDF rather than a screenshot.
- Check what Factorial filled in against the receipt before you send.
Tips and Best Practices
- One receipt per photo when you use New expense > Regular expense. For several receipts in one photo, use Upload receipts with One.
- Multi-page PDF: when you upload it on the expense form, the details are read from the first page. If the total is on another page, check the amount and taxes before you send.
- Adding a receipt to an expense you already filled in? Choose Upload instead of Scan & Autofill so your fields aren't overwritten.
- Related: How do I create an expense? · How do I attach a receipt to an expense?
Troubleshooting and FAQ
Troubleshooting
| Message | What it means | What to do |
|---|---|---|
| "Invalid file format" or "Could not recognise the uploaded file format" | The file type isn't accepted (see the list at the top), or Factorial can't recognise it. iPhone HEIC photos are fine: they're converted for you. | Save or export it as PDF or JPG and upload again. |
| "PDF file is not valid and could not be processed" | The PDF is damaged or protected. | Download the PDF again from the source, or print it to a new PDF. |
| "Document file is too big" | The file is over 10 MB, even after compression. | Upload a smaller PDF, or take a photo of the receipt instead. |
| "The uploaded file doesn't appear to be a receipt or invoice" | The image isn't a receipt, for example a product photo or a chat screenshot. | Upload the receipt or invoice itself. |
| "The uploaded document could not be read." (mobile) | The photo couldn't be read. | Retake it flat and in good light, or click Skip this step and fill in the expense by hand. |
| The upload box is greyed out | Your company's trial has ended. | Ask your admin. |
The amount, date (for example a day out) or vendor were read wrong.
Correct them in the draft. What Factorial fills in is a suggestion, and you can edit every field. If the date was read as a future date, you'll see "The document date can't be more than 1 day in the future" when you send: fix the date.
The taxes don't add up.
If you change the total, Factorial tells you the taxes no longer add up and offers Recalculate taxes. Recalculate, or keep the taxes if the receipt shows them that way (for example, after a tip without tax).
The camera doesn't open in the mobile app.
Allow Factorial to use your camera in your phone's settings, or choose a file instead.
It still fails.
Contact our support team with the file, a screenshot of the message, the link to the expense, and whether you were on web or mobile.
FAQ
1. Can I upload HEIC photos from my iPhone?
Yes. They're converted to JPG automatically.
2. Why did Factorial overwrite what I typed?
You chose Scan & Autofill. Choose Upload to attach the file without changing any field.
3. Can I attach several files to one expense?
Yes. An expense can have more than one file attached.
4. What's the largest file I can upload?
10 MB. Large photos are compressed automatically; a file that's still over 10 MB after compression can't be uploaded.