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APSense documentation

Troubleshooting guide

Receipt scanning and AI extraction issues

If the Cortexa AI fails to extract data or images appear incorrectly, use these steps to resolve the issue.

Check the processing status

If you see a Processing badge on your expense list, the system is still analyzing the receipt.

  • Wait a few seconds. AI extraction typically completes within moments.
  • Look for the “AI Extracted” chip. Once finished, open the expense to see the extraction results. If the data is incorrect, you can manually edit the fields.

Improve extraction accuracy

The AI performs best when provided with high-quality images.

  1. Flatten the receipt. Ensure there are no deep creases or folds covering the vendor name or total amount.
  2. Provide better lighting. Avoid shadows or glares that obscure text.
  3. Use multi-image capture. For long receipts, use the Multi-Image feature to snap several overlapping photos. This ensures the AI sees the header (vendor), the body (items), and the footer (total/date).

Email ingestion failures

If receipts forwarded to expenses@apsense.app do not appear in your account, check the following requirements.

Verify your sender address

APSense only accepts receipts from the email address associated with your account.

  • Ensure you are forwarding from your registered APSense email.
  • Check your “Sent” folder to confirm the email reached expenses@apsense.app.

Check your personal inbox token

Your account requires an active token to route emails correctly.

  1. Navigate to Settings.
  2. Select Personal Inbox.
  3. If the token is missing or you suspect it is compromised, tap Regenerate Token.

Attachment limits

  • File size: Ensure your attachments are under 10MB.
  • File type: APSense supports JPG, PNG, and multi-page PDF files. Other formats may be ignored.

Inaccurate mileage tracking

Address issues with GPS drift, “phantom” mileage, or trips that fail to record.

Check location permissions

For automatic GPS tracking to work in the background, your device must grant full access.

  1. Open your device Settings.
  2. Find APSense in your app list.
  3. Set Location Permissions to Always Allow.
  4. Enable Precise Location (on iOS/Android) for better accuracy.

Correcting phantom mileage

If your trip recorded extra distance due to GPS noise while you were stationary:

  1. Open the mileage entry.
  2. Switch to Map Mode.
  3. Enter the specific start and end addresses. The system will recalculate the distance based on actual driving routes.
  4. Toggle Round Trip if you need to double the distance for a return journey.

Sync and connectivity problems

APSense uses a local-first architecture, meaning you can work offline, but data must eventually sync to the cloud.

Identify offline status

  • Offline Banner: If you see a banner at the top of the screen, your device has lost its internet connection. You can still add expenses, but they will stay in a “Sync Queue” until you are back online.
  • Check the Sidebar: Look for the Last Synced timestamp to see when your data was last backed up to the cloud.

Discrepancies between devices

If your web dashboard shows different data than your mobile app:

  1. Ensure your mobile device is online.
  2. Pull down on the expense list to force a refresh.
  3. Check that you are logged into the same Workspace on both devices.

Report submission and approval issues

Fix problems where approvers cannot view reports or status updates are missing.

Verify accounting and approval emails

  1. Go to Settings > Report Preferences.
  2. Confirm the Accounting Email is correct.
  3. If your company requires a manager’s sign-off, ensure the Approval Email is set.

Approvers do not need an APSense account to review your reports.

  • If an approver cannot see the report, ensure the report status is Submitted.
  • If you need to make changes to a submitted report, you must first Retract the submission or wait for a Rejected status.

Account access and MFA

Missing SMS codes

If you do not receive your Multi-Factor Authentication (MFA) code:

  1. Wait at least 60 seconds before tapping Resend Code.
  2. Verify that your phone number is entered in the correct international format (e.g., +1 for the US).
  3. Check that your mobile carrier is not blocking short-code SMS messages.

Email verification

Some features are restricted until your email is verified. Check your inbox for a verification link from APSense. If you cannot find it, you can request a new link from the Login screen.

Contacting support

If these steps do not resolve your issue, contact our support team for further assistance.