Troubleshooting
Start with the symptom below. Check the document's current state before retrying an action; repeating a submission or payment record can create confusion. The linked chapters contain the full steps.
Before You Start Troubleshooting
Note the company, document number, current status, action attempted, and exact message. Reload once if the page may be stale, then check whether the action already succeeded. Never share a password, verification code, or approval-link token when asking for help.
Registration And Login Problems
| Symptom | First Check | Read |
|---|---|---|
| Forgotten company URL | Sign in at member.reimburse.id to reach your accessible company. | Registration And Login |
| Existing account registration fails | Use that account's existing password, not a new company-specific password. | Registration And Login |
| Verification email/code is missing | Check the address and spam folder; use the available resend option. | Registration And Login |
| Forgot password after Google/Apple login | Manage the provider's password through that provider. | Registration And Login |
| Wrong company opens | Check the active company and use Switch Company if available. | Registration And Login |
Onboarding And Initial Setup Problems
| Symptom | First Check | Read |
|---|---|---|
| First administrator still sees onboarding | Complete the required position, expense category, and first form steps. | Company Onboarding |
| User import partly fails | Review row errors and the current template's dropdown values; retry failed rows only. | Initial Setup |
| Decimal precision cannot be reduced | Do not treat this guard as a display problem. Ask the administrator to review precision settings; do not change stored amounts to bypass it. | Initial Setup |
| A past period cannot be processed | Check the relevant Close Period stage/date, rather than assuming every action uses the same date. | Initial Setup |
Menu Access And Role Problems
A missing menu or disabled action can result from your role, document scope, status, or an approval-only session. Sign in normally to the correct company, then ask the administrator to check the relevant permission. Another user's screenshot does not mean your account should have identical access.
See Dashboard And Navigation and Initial Setup.
Position, Supervisor, And Approval Path Problems
| Symptom | First Check | Read |
|---|---|---|
| Expected supervisor/PIC is not assigned | Check the position hierarchy, active users, and workflow test result. Do not look for a separate PIC field on Position. | Reimbursement Configuration |
| An assignment exists but the user cannot act | The resolution may keep a pending assignment without the necessary action access. Ask the administrator to check that user's role and the current phase. | Approval Guide |
| More than one person appears in a stage | Check whether that stage needs any one or all assigned approvals. | Approval Guide |
Reimbursement Submission Problems
| Symptom | First Check | Read |
|---|---|---|
| Form is missing | Check active form/role access with the administrator. | Reimbursement Configuration |
| Submit fails | Check required header/detail fields, attachments, amount, and the displayed message. | Reimbursement User Guide |
| Date/position cannot be edited | The form may make those fields read-only; ask the administrator rather than bypassing the control. | Reimbursement Configuration |
| Document number/date looks unexpected | Ask the administrator to check numbering tokens, reset period, and company timezone. Do not assume device time controls numbering. | Reimbursement Configuration |
Reimbursement Approval Problems
If the requester was selected in a Reimbursement rule, the final requester candidate is removed rather than assigned to approve their own claim. Remaining approvers still have to decide, even with OR. If a stage has no approvers left, it can be skipped. Check the saved routing rather than treating this as the requester's approval. See When The Requester Appears In A Rule.
If an email link is expired or points to work already handled/reassigned, sign in normally and open the current approval queue. Check the current Pending stage before acting. A completed decision should not be repeated merely because an older email is still available.
See Approval Guide for reimbursement, batch, and both Cash Advance approval phases.
Batch Payment Problems
| Symptom | First Check | Read |
|---|---|---|
| Claim cannot be added to a batch | Check approval/payment readiness and whether it already belongs to a batch. | Payment Operations And Batch Payment |
| Selected list is too long | Reduce the selection or split it into several batches; do not create duplicate claims. | Payment Operations And Batch Payment |
| Selected count/total looks wrong after filtering or reopening | Filters should preserve selections. Check explicit remove actions and reopen an already-saved batch; review the total before proceeding. | Payment Operations And Batch Payment |
| Saving reports a date, total, or action error | Follow the indicated field; reload the selection for missing/invalid totals and use draft or Submit. | Payment Operations And Batch Payment |
| Saving fails with a reference | Keep the reference, check for an existing batch, and contact the administrator before retrying. Do not repeat an external transfer because of a save error. | Payment Operations And Batch Payment |
| Export is not the expected payment file | Distinguish the one-batch operational document from a list/report export; check the company template. | Payment Operations And Batch Payment |
| Export did not transfer money | The spreadsheet supports an external payment channel. Complete the payment there, then record it in Reimburse.id. | Payment Operations And Batch Payment |
| Mark as Paid is unavailable/fails | Check batch status, permission, payment date, required proof, and close period. Record only payment completed externally. | Payment Operations And Batch Payment |
Cash Advance Problems
Unlike Reimbursement, explicitly selecting the requester as an approver, or delegating another approver back to the requester, is rejected for Cash Advance request and settlement approval. Ask the administrator to choose another eligible person in the affected phase; do not assume the stage should be skipped.
| Symptom | First Check | Read |
|---|---|---|
| Cannot create a request | Ask the administrator to check module enablement, acceptance of new requests, form readiness, and role access. | Cash Advance Configuration |
| Request/settlement needs correction | Read the rejection note and current phase; update the relevant request or settlement, not an unrelated document. | Cash Advance User Guide |
| Return proof submitted but balance remains | A submitted proof is not confirmed return of funds. Wait for the authorized team to verify it. | Cash Advance Fund Management |
| Projected balance differs from official balance | Check approval and confirmed financial records, currency, and amount basis. | Cash Advance Fund Management |
| Reversal/cancellation is unavailable | Review status, permission, later financial records, and close-period limits; do not add another payment to “undo” the first. | Cash Advance Fund Management |
Reassign And Delegation Problems
Check that the approval is still Pending, the destination user is active, and the user has the relevant action access. For delegation, check the active setting, dates, timezone, and whether existing pending assignments were included. Delegation and reassignment have different scopes.
See Delegation And Reassign Approval.
Transaction Reminder Problems
| Symptom | First Check | Read |
|---|---|---|
| No email despite active rules | Check the module switch, company calendar/timezone, send time, range, recipients' access and email preference. | Transaction Reminders |
| Preview shows skipped work | Read the skip reason. Preview does not send email or save the rule. | Transaction Reminders |
| Several rules match | This is allowed; reminder rules can overlap and are combined per recipient. | Transaction Reminders |
| Sent but user cannot find email | Sent means service acceptance, not inbox delivery/read. Check the address and spam folder. | Transaction Reminders |
| Delivery result uncertain | Ask the administrator to investigate; do not blindly resend and risk duplicates. | Transaction Reminders |
History And Access Problems
Personal login history covers your current company; company-wide history needs extra permission. Records older than 12 months are not retained. Change Log needs its own permission and access to the related data, and only contains changes recorded since activation.
Check filters and choose the correct history before concluding a record is missing. See Activity And Login History.
Report And Export Problems
Check date basis, period, scope, status/phase, currency, and detail/dataset options. A detail export can contain more rows than documents. An archive uses eligible reimbursement expense dates and expires 48 hours after generation; it is not a permanent archive of every transaction.
See Reports And Audit for the report chooser, templates, Cash Advance datasets, and archive statuses.
Attachment Preview And File Problems
If preview is unavailable, download the file using the available action; not all formats can be previewed. Check readability, allowed type/size, and required attachments if upload fails. An attachment code helps administrative checking but does not automatically prove a receipt is unique.
See Reimbursement User Guide and Cash Advance User Guide.
Mobile And Browser Problems
On a small screen, open the menu and check the current document/actions. Reload once for stale content; try an up-to-date browser if the problem persists. Do not repeatedly press a submit or payment action while waiting for a response.
See Dashboard And Navigation for responsive web navigation.
When Administrators Should Check Configuration
Check the setting that owns the symptom: role/position/calendar/precision/close period in Initial Setup, reimbursement fields/routing in Reimbursement Configuration, Cash Advance gates/routing in Cash Advance Configuration, or schedule/rules in Transaction Reminders.
Review the current configuration and history before changing rules. Do not weaken access or period controls merely to make one document pass.
When To Escalate
Contact your administrator or support when the message persists, records conflict, or a payment/return result is uncertain. Include the company, document number, timestamp/timezone, current status, steps taken, exact message, and a screenshot without sensitive credentials. State whether funds actually moved through the external channel; do not infer this from an export or pending record.