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smart scan not working

darrengandhidarrengandhi Expensify Customer Posts: 1
I went to take pictures of receipts and it gets uploaded, but smart scan doesn't start and the details don't get filled in. this was working for me for the past 2 years and today it just stopped?


  • Brigid  BelloBrigid Bello Expensify Team Posts: 77 Expensify Team

    Hey @darrengandhi! Would you mind trying a few things to help troubleshoot this error:

    • Try checking for mobile app updates in the App Store or in Google Play. If an update is available, please update the app and re-try the action.
    • Sync the account on mobile. To do this: Click the three-bar menu icon at the top left corner of the app, select Settings underneath your email address and then hit "Sync Account"
    • If you're using an Android device (not an iPhone), make sure your Google Play Services are updated to the latest version
    • Try Uninstalling and Reinstalling the app (Note: Make sure to save your currently Uploading expenses to your Camera Roll to upload after reinstalling the app.)

    If you're still having trouble after taking these steps, can you reach out to us either in-app or via [email protected] so that we can take a closer look at your specific issue? If you could include specific examples of expenses that aren't SmartScanning (merchant name, date, and amount), that would be super helpful. 

    Thanks in advance! 

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