Thanks to our AI-powered OCR receipt upload failures are not very common, but if you experiment any error don’t worry because most can be fixed quickly. Below you have accepted file types, the usual causes, straight fixes, role-specific steps, and preventive tips so receipts upload cleanly and OCR works well.

Accepted file types

• Factorial accepts: PDF, PNG, JPG, JPEG, XML.
• If you try another format, convert the file to one of these before uploading.

Common problems and fixes

1. Poor photo quality or OCR failure
   • Cause: Blurry, low-light, wrinkled, or cropped photo.
   • Fix: Retake the photo - good lighting, hold steady, fill the frame, flatten the receipt, avoid glare. Use a scanner app to create a clear PDF if needed.
2. Unsupported file type
   • Cause: Trying to upload HEIC, TIFF, or other formats.
   • Fix: Convert to JPG or PDF on your phone or PC, then upload.
3. File too large or upload times out
   • Cause: Very high resolution photo or slow network.
   • Fix: Reduce image resolution or compress PDF, try a faster network or Wi-Fi, or upload from desktop.
4. Multi-page or very long receipts
   • Cause: Receipt longer than one photo.
   • Fix: Combine multiple photos into a single PDF, or attach multiple images if the system allows. Prefer a single PDF for long receipts.
5. Corrupted or malformed file
   • Cause: File corrupted during transfer or export.
   • Fix: Re-export or re-save the file, rename it without special characters, then upload again.
6. Mobile app camera or permission issues
   • Cause: App lacks camera or storage permission, or the app needs updating.
   • Fix: Grant camera and storage permissions, update the app, restart the device, or upload from the web.
7. Wrong or incomplete OCR extraction
   • Cause: Poor layout, language mismatch, handwriting, or unusual fonts.
   • Fix: Edit parsed fields manually in the expense form, or attach a clearer scan. If OCR misses tax lines, add them manually.
8. Filename or special characters problem
   • Cause: Very long filenames or non-standard characters.
   • Fix: Rename the file with a short ASCII name and try again.
9. Network, browser or firewall blocking uploads
   • Cause: Corporate firewall, VPN, or browser extension interfering.
   • Fix: Try a different browser, disable extensions, try incognito, or switch networks. Check VPN or firewall rules.
10. XML invoice not processed correctly
    • Cause: Incorrect XML format or missing required invoice fields.
    • Fix: Confirm the XML is the standard your finance team expects, or attach a PDF copy in addition to the XML.

Step-by-step troubleshooting - employee

1. Retake the photo with good lighting, flat background, all corners visible.
2. If the receipt is long, combine photos into a single PDF.
3. Make sure file type is PDF, PNG, JPG, JPEG, or XML.
4. If upload fails, try from the desktop browser or another network.
5. If OCR extracted incorrect data, correct fields in the expense form before submitting.
6. If nothing works, save the file and contact your admin or support with the file attached.

What managers and finance admins should try

• Ask the employee to re-upload a clearer scan or a PDF.
• Check whether the attachment appears in the expense detail - if it does but OCR is wrong, edit parsed fields manually.
• Confirm app and web versions are up to date across the team.
• If multiple users report failures, check company network policies or storage quotas with IT.
• If you suspect a systemic issue, collect examples and contact Factorial Support.

Preventive capture tips - tell your users

• Take photos in natural light or under a lamp, not backlit.
• Place receipt on a dark, flat surface and fill the camera frame.
• Smooth out wrinkles, avoid folded edges.
• Keep camera steady, use a scanner app for long receipts.
• Use PDF for multi-page or long receipts.
• Name files with short ASCII names if saving before upload.

When to contact Factorial Support

Contact Support when uploads fail despite trying the fixes above, or if the UI behaves oddly. Provide:

• Expense ID (if applicable).
• Screenshot of error or failed upload.
• The file you tried to upload.
• Device and OS, app version or browser and version, and time of the attempt.
• This helps Support reproduce and fix the issue faster.