Support
The FAQ answers most questions, and the checklist below covers what people run into most often. If neither helps, email us.
What to include in your email
Helpful
- Your device model and operating system version
- The app version (settings shows it - currently [1.0.0])
- What you did, what you expected, and what happened instead
- Whether the problem happens every time or only sometimes
- A diagnostic report, if you chose to generate one
Please leave out
- Full bank or card statements
- Card numbers, account numbers or passwords
- Complete exports of your transaction history
- Receipt images, unless we ask for one
Email is not a private channel, and your financial records will not help us fix a bug. If we need a particular receipt we will ask, and you can cover anything unrelated before sending it.
Platform notes
Feature availability can differ between iOS and Android, and between device models.
On iOS
Log Apple Pay purchases automatically
- 1 Open Expensed → Settings → Automatic logging, and follow the walkthrough it opens.
- 2 It takes you into the Shortcuts app to add the Log Expense automation.
- 3 From then on, a purchase arrives in Expensed as a draft for you to confirm.
- Camera permission: Settings → Expensed → Camera.
- Optional backup uses the iCloud account signed in on the device.
- Purchases and refunds are handled by Apple through the App Store.
- Restore purchases with the same Apple Account used to buy.
- [Placeholder: minimum supported iOS version.]
On Android
Log wallet purchases automatically
- 1 Open Expensed → Settings → Automatic logging, and tap Notification access.
- 2 Grant Expensed notification access in the system screen that opens.
- 3 Wallet and bank purchase alerts then arrive in Expensed as drafts to confirm.
- Camera permission: Settings → Apps → Expensed → Permissions.
- Optional backup uses the Google account you choose for Google Drive.
- Battery optimisation interrupts large model downloads.
- Purchases and refunds are handled by Google through Google Play.
- [Placeholder: minimum supported Android version.]
Troubleshooting checklist
Receipt scanning is unavailable
Check that the app has camera permission in your device settings, and that your device meets the requirements for on-device extraction. On devices that do not support it, scanning options are hidden rather than shown as broken. You can still add the transaction manually and attach the receipt image to it.
The local model will not download
Model downloads need a working connection and free storage. Try Wi-Fi rather than mobile data, confirm there is enough space on the device, and check whether a low-data or battery-saver mode is blocking large downloads. Restarting the app and starting the download again resolves most cases.
Extraction is taking longer than expected
The first scan after opening the app is slower because the model has to load. Very large images and older or busy devices also add time. If a scan seems stuck, close and reopen the app, then try a smaller or better-lit photo of the same receipt.
A receipt was extracted incorrectly
Correct the fields in the draft before saving, or edit the transaction afterwards - both work. Faded printing, creases, glare and unusual layouts are the usual causes. A flatter, better-lit photo of the whole receipt usually improves the result. If a particular receipt format fails consistently, tell us what kind of receipt it is; please do not send the receipt image unless we ask.
Import failed
CSV imports need a header row and one transaction per line. Check that the file is UTF-8, that dates use a consistent format, and that the amount column contains numbers rather than mixed currency symbols. Importing a small test file of a few rows first is a quick way to find the column that is causing trouble.
Backup failed
Backups need you to be signed in to iCloud or Google Drive, with space available in that account and a working connection. Large receipt attachments make backups considerably bigger. Check the account’s storage first, then try again on Wi-Fi.
Purchase could not be restored
Restoring works only with the Apple Account or Google Account that made the original purchase. Confirm you are signed in with that account, then use the restore option in the app’s settings. Purchases do not transfer between iOS and Android, since Apple and Google handle them separately.
App data is missing
Data is stored on the device, so it can be lost if the app was uninstalled, the device was reset, or you are signed in to a different device. If you have a backup or a CSV export, restore or import it. Without one there is no server-side copy for us to recover, which is why we recommend setting up a backup or exporting occasionally.
App details
- Current version
- [1.0.0]
- Support email
- [email protected]
- Published by
- [Legal entity name]
See also the privacy policy and terms of service.