Skip to content
APSense documentation

Troubleshooting guide

APSense Troubleshooting Guide

This guide helps you diagnose and fix common issues you might encounter while using APSense to manage your business expenses and mileage.

Receipt Capture and AI Extraction

Camera does not open or scan

If the camera fails to launch when you try to scan a receipt, check your device permissions:

  1. Go to your device Settings.
  2. Find APSense in your app list.
  3. Ensure Camera access is toggled to On.
  4. If you are using the Document Scanner, ensure you have a stable internet connection for the initial setup of the scanner components.

Inaccurate data extraction

APSense uses AI to pull information like vendor name, amount, and date from your receipts. If the data is incorrect:

  • Confidence Scores: Look for the processing badge on the expense. A low confidence score indicates the AI struggled with the image quality.
  • Vendor Correction: Manually edit the vendor name in the Review screen. APSense learns from your corrections and improves its accuracy for that specific vendor in the future.
  • Image Quality: Ensure the receipt is flat, well-lit, and that all four corners are visible. Avoid shadows or blurry captures.

Expense stuck in “Processing” status

Cloud-based AI extraction can take a few seconds. If an expense remains in “Processing” for more than a minute:

  • Check your internet connection.
  • Pull down on the Expenses list to refresh the status.
  • If it fails, you can manually enter the details by tapping the expense and selecting Edit.

Expense Reports and Submissions

Cannot set a default report

To automatically assign new expenses to a specific report, you must set a default:

  • Open the report you want to use.
  • Tap the Star icon. If the star is filled, it is your default.
  • If you click the star on a report that is already default, it unsets it without a confirmation prompt.

PDF or CSV export failures

If you receive an “Unable to generate” error when exporting a report:

  1. Ensure you have a stable data connection.
  2. Check if the report contains very large images; try removing unnecessary attachments and retrying.
  3. Verify that your device has enough storage space to save the generated file.

Expenses not appearing in a report

If you assigned expenses but don’t see them:

  • Check if you have active filters (like date range or category) on the report’s expense list. Tap Clear or Reset in the filter menu.
  • Ensure the expenses were not accidentally moved to a different workspace.

Mileage and GPS Tracking

”Stop Trip” button is missing

If you started a GPS trip but cannot find the button to end it:

  • Look for the Red Trip Banner at the top of the screen.
  • Tap the banner to open the active trip controls and select Stop Trip.
  • If the app crashed during a trip, reopen it; APSense attempts to recover the active session so you can save your mileage.

Incorrect distance calculation

GPS accuracy depends on your device settings:

  • Location Permissions: Ensure location access is set to Always Allow rather than “While Using.” This allows APSense to track your route even if the screen turns off.
  • Odometer Method: If GPS is unreliable in your area, switch the input method to Odometer to manually enter your start and end readings.

Account and Workspace Management

Google Sign-In issues

If you cannot sign in using your Google account:

  • Ensure your Google Play Services (Android) or iOS system software is up to date.
  • If you are testing a pre-release version on iOS, ensure you have accepted the invitation in the TestFlight app.

Profile picture not updating

If you upload a new profile picture but the old one remains:

  • Wait a few seconds for the upload to complete.
  • Navigate away from the Settings screen and return to force a refresh.
  • Ensure the image file is under 10MB.

Deleting an account

To delete your account, you must type the exact confirmation phrase “DELETE MY ACCOUNT” in the prompt.

  • Note: This action is permanent and removes all your expenses, reports, and workspace data.
  • After deletion, you are automatically signed out and returned to the login screen.

App Display and Notifications

Text is hard to read in Dark Mode

If you encounter blue text on a blue background or unreadable placeholders:

  1. Go to Settings > Appearance.
  2. Switch to Light Mode temporarily to complete your task.
  3. Report the specific screen to support so we can adjust the contrast tokens.

Keyboard covering text fields

In some modals (like Delete Account or New Report), the keyboard may overlap the input field.

  • You can scroll the modal content upward while the keyboard is active to reach the hidden fields or buttons.

Not receiving notifications

If you are missing alerts for report approvals or processed receipts:

  1. Go to Settings > Notifications.
  2. Verify that the toggles for Push or Email are enabled for the specific alert type.
  3. Check your device’s system settings to ensure APSense has permission to send notifications.

Contacting Support

If these steps do not resolve your issue, please reach out to our support team.

When contacting support, please provide your app version (found at the bottom of the Settings screen) and your device model.