If you're having trouble uploading receipts to Relay—whether via mobile, desktop, email, or SMS—you're not alone. This guide covers the most common upload issues and how to resolve them quickly, so your expense records remain accurate and compliant.
Relay is built to streamline receipt collection, but like any system, occasional hiccups can happen. Let’s troubleshoot!
“Upload Failed” Error (Web or Mobile)
What’s happening:
The file you're trying to upload is unsupported or too large.
How to fix it:
- Make sure the receipt is in an accepted format: JPG, PNG, or PDF
- Check the file size — Relay supports files up to 25MB
- If using mobile, ensure your app is updated to the latest version
Receipt not matching a transaction (Email or SMS Upload)
What’s happening:
Relay couldn’t auto-match the receipt to a transaction in your Expenses Table.
How to fix it:
- Go to Expenses > Receipts > Receipt Inbox
- Check the Not Matched Receipts tab
- Manually match the receipt to the correct transaction using the search tool
Matching is based on the transaction date, amount, and the merchant — slight variations (e.g., “Starbucks Inc.” vs. “Starbucks #443”) can throw it off.
Forwarded receipt never showed up
What’s happening:
The email may have bounced or was sent from an unrecognized address.
How to fix it:
- Make sure you’re using your team’s correct Relay receipt forwarding email (Found under Expenses)
- Forward from the same email that’s associated with your Relay account
- Check your spam folder for bounce messages
Stuck loading or infinite spinner
What’s happening:
This is typically a browser caching issue.
How to fix it:
- Refresh the page or restart the app
- Clear your browser cache
- Try again in an incognito/private window
Best Practices to Avoid Receipt Upload Issues
- Upload receipts right after the purchase — this avoids mismatches and missed uploads
- Use mobile whenever possible — the camera integration makes uploads instant and clear
- Always use supported formats (JPG, PNG, PDF)
- Forward receipts from your Relay-linked email — avoid using aliases or personal addresses
Need Help?
If you’ve tried the steps above and are still running into issues:
- Talk to our Customer Experience team
- Include the transaction details, receipt, and error message if available
- We’re happy to help resolve the issue quickly