Troubleshooting

This chapter helps users and administrators resolve common issues during registration, login, onboarding, setup, reimbursement submission, approval, payment, reporting, and attachment preview.

Use this chapter when:

1. a page does not show the data you expect,
2. a button cannot be used,
3. a document does not move to the next stage,
4. a menu does not appear,
5. a file cannot be previewed or downloaded.

A practical troubleshooting sequence is:

1

Confirm the company URL

2

Confirm the user account and role

3

Check the current document status

4

Check required fields or supporting data

5

Try the action again

If the issue affects many users or blocks a live process, ask your administrator to review the setup before retrying repeatedly.

Before You Start Troubleshooting

Before focusing on one screen, confirm these basics first:

Check	Why It Matters
Company URL	Many issues are caused by opening the wrong company login page.
Account	A user may belong to more than one company, but not always with the same access.
Language	Changing language can help confirm the exact menu or field name you should use.
Role Access	A menu may be hidden simply because the role does not have access.
Active Status	An inactive or deleted user cannot continue normal work.
Current Status	A reimbursement or batch payment only allows actions that match its current status.

Use these questions first:

1. Am I opening the correct company URL?
2. Am I using the correct company account if I belong to more than one company?
3. Does my role actually have access to this menu or action?
4. Is this document still pending, or is it already finished?

Registration And Login Problems

Problem	What To Check	What To Do
You cannot sign in.	Company URL, email, password, or social login method.	Confirm that you are on the correct company login page and use the same sign-in method that was used when the account was created.
The page says you do not have access to this company.	Company membership.	Ask the company administrator to check whether your account has already been added to that company.
You created an account but cannot continue.	Email verification or onboarding status.	Check whether verification is required, then continue to company onboarding after registration.
You used Use existing account but cannot proceed.	Existing password.	That option requires the password of your existing account, not a new password.
Google or Apple sign-in does not open the company you expected.	Company selection.	If your account belongs to several companies, choose the correct company from the company selection page.
Forgot password does not help for social login.	Login method.	Password reset is for email and password accounts. Google and Apple passwords must be managed through Google or Apple.

If you still cannot sign in, ask the administrator to confirm that:

1. your account is active,
2. you are assigned to the correct company,
3. your role is still valid.

Onboarding And Initial Setup Problems

Problem	What To Check	What To Do
You finish registration but cannot continue setup.	Whether onboarding is still incomplete.	Return to the company onboarding flow and finish each step.
The onboarding flow does not match your company structure.	Position hierarchy and first reimbursement form.	Complete onboarding with a simple structure first, then refine it later in setup menus.
The company is created, but normal menus still feel incomplete.	Initial setup.	Continue with positions, users, roles, banks, expense categories, reimbursement forms, and work calendar.
A newly added company does not behave like the first company.	Company-specific setup.	Remember that each company needs its own setup, roles, forms, and configuration.

A common mistake is stopping after registration and assuming the company is ready. In practice, onboarding is only the beginning. Normal operations usually require additional setup.

Menu Access And Role Problems

Problem	What To Check	What To Do
A menu does not appear.	Role access.	Ask the administrator to review role permissions for that menu.
A menu appears, but the main action button does not.	Action scope.	A role may have access to open the menu but not to create, edit, approve, export, or reassign.
One user can see a menu in one company but not another.	Company-specific role assignment.	Check the user's role in the current company, not only the user account itself.
An approver cannot open approval pages.	Approval access.	Confirm that the role includes the correct approval menu access.
A delegate is selected but still cannot work normally.	Approval access warning.	Delegation can still be saved, but the delegate may need additional role access to open approval pages.

When troubleshooting access issues, separate these questions:

1. Does the user belong to this company?
2. Is the user active?
3. Does the user's role allow the menu?
4. Does the role allow the required action inside that menu?

Position, Supervisor, And Approval Path Problems

Problem	What To Check	What To Do
The wrong approver receives a reimbursement.	Position hierarchy, supervisor setup, and approval rule order.	Review the requester's position, the supervisor or PIC setup, and the order of approval rules in the reimbursement form.
Approval should go to supervisor, but no one receives it.	Position mapping and supervisor relationship.	Check that the user has a position and that the required position relationship is configured.
PIC Top Position does not behave as expected.	Highest-level position structure.	Review the position hierarchy and confirm that the top-level PIC in that chain is assigned correctly.
A user does not appear where a position-based rule expects them.	User profile data.	Check the user's position, department context, and role assignment.

If approval routing looks wrong, do not start by changing the document. Start with the organizational structure and approval rules.

Reimbursement Submission Problems

Problem	What To Check	What To Do
You cannot create a reimbursement.	Menu access and available forms.	Confirm that your role can create reimbursements and that at least one active reimbursement form is available to your role.
The reimbursement form you expect is missing.	Form status and role mapping.	Ask the administrator to confirm that the form is active and available to your role.
A field cannot be edited.	Field configuration.	The field may be read-only, auto-filled, or locked by form design.
The system asks for an attachment.	Form rule or expense rule.	Upload the required receipt, invoice, or supporting file before submitting.
Submit does not work.	Required fields, detail lines, and attachments.	Review every required field, check expense details, and confirm supporting files are complete.
You can save draft but cannot submit.	Validation.	Draft may allow incomplete data, while submit usually requires all mandatory data.
The reimbursement number looks different from another form.	Reimbursement form numbering.	Different reimbursement forms can have different document numbering and prefixes.

If a reimbursement still cannot be submitted, check these points in order:

1. reimbursement form selected,
2. header fields completed,
3. detail lines added,
4. total amount matches the details,
5. required attachments uploaded,
6. instruction notes already followed.

Reimbursement Approval Problems

Problem	What To Check	What To Do
A reimbursement is missing from your approval list.	Current approver and current status.	The document may belong to another approver, another step, or may already be finished.
Approve works, but the document does not finish.	Approval stage.	The reimbursement may still need another approver. Check the approval timeline.
Reject is blocked.	Reject reason.	Enter a clear reject reason before rejecting.
The page opens like a normal document instead of approval mode.	Entry point.	Open the reimbursement from Reimbursement Approvals so the page stays in review queue context.
The next item does not open after approval.	Remaining approval queue.	Your queue may already be empty, so the system returns you to the approval list.
Approval is stuck because the approver is unavailable.	Reassign or delegation options.	Ask the administrator to use Reassign Approvals, or use delegation if the unavailable approver has already set it up.

Remember that approval status is not the same as payment status:

• Pending means waiting for the current approver.
• Partial Approved means one or more steps are finished, but approval is not complete yet.
• Approved means approval is complete and the document can continue to payment.

Batch Payment Problems

Problem	What To Check	What To Do
A reimbursement does not appear when creating a batch.	Current reimbursement status.	Only reimbursements that are ready for payment can be added to a batch.
A batch cannot be submitted.	Required fields, selected reimbursements, or required attachments.	Confirm the batch has the required reimbursement rows and any required form fields or attachments.
A submitted batch does not become Ready To Pay immediately.	Batch payment approval.	The batch may still require one or more approval steps before it becomes Ready To Pay.
Mark as Paid is not available.	Batch status.	That action is only available when the batch is already Ready To Pay.
A rejected batch seems to disappear from payment flow.	Batch result.	Review the batch status and the included reimbursements. Rejected batches return reimbursements to an approved state so they can be batched again later.
Payment proof is required.	Batch payment form setting.	Upload the required payment proof before completing the paid step.

If you are unsure whether finance should act now, use this rule:

1. If the batch is still in approval, open the approval timeline first.
2. If the batch is Ready To Pay, finance can continue with payment execution.
3. If the batch is Paid, use reports instead of trying to edit the batch flow again.

Reassign And Delegation Problems

Problem	What To Check	What To Do
Reassign Approvals is not available.	Role access.	Ask the administrator to grant access to Reassign Approvals.
A new approver cannot be selected.	Company membership and active status.	The new approver must belong to the same company and must still be active.
A selected delegate shows a warning.	Approval access.	The delegation can still be saved, but the delegate may need approval menu access from an administrator.
Delegation cannot be saved.	Overlap, same-user selection, or reciprocal delegation.	Choose another period or another delegate, and avoid delegation loops such as A to B while B also delegates back to A in the same period.
Apply to Existing Pending Approvals does not move everything.	Current actionable steps only.	Only approvals that are still actionable and currently assigned to the user are moved. Finished or no-longer-current steps are skipped.
Reassign changes the wrong stage.	Selected row.	Confirm that you are reassigning the current pending step, not a finished history row.

Use the correct tool for the problem:

Situation	Better Tool
An approver is suddenly unavailable today.	Reassign Approvals
A user is going on leave next week.	Delegation / Out-of-Office
Many pending approvals are already stuck.	Reassign Approvals
New approvals during a leave period should go elsewhere automatically.	Delegation / Out-of-Office

Report And Export Problems

Problem	What To Check	What To Do
A report looks empty.	Filters and date basis.	Review the reporting period, date basis, status filter, and company account.
A document appears in one report but not another.	Report purpose.	Different reports focus on different stages. Use the report that matches the operational question.
Export results do not match the on-screen list.	Filters before export.	Confirm filters first, then export again.
You cannot find paid items in Outstanding Queue.	Queue concept.	Outstanding Queue focuses on items still waiting in the process, not completed history.
Audit Archive download is not ready yet.	Archive generation status.	Wait until the archive becomes ready, or generate it again if the old archive has expired or failed.

When troubleshooting reports, always ask this question first:

Am I looking for operational backlog, detailed reimbursement history, batch history, approval speed, or archive files?

That question usually tells you which report is correct.

Attachment Preview And File Problems

Problem	What To Check	What To Do
An image or PDF does not preview as expected.	File type and browser support.	Try the built-in preview first, then use Open in new tab or Download if needed.
A file can be downloaded but not previewed inline.	File type.	Some file types are download-only and do not support inline preview.
You cannot zoom or navigate files easily on mobile.	Device behavior.	Use pinch zoom for images and swipe between images when supported. PDFs and other files may open differently depending on the mobile browser.
The preview opens, but the file is missing.	File availability or access.	Refresh the page, then try again. If the file still does not load, ask the administrator to confirm that the uploaded file is still available.
A receipt is unreadable.	File quality.	Re-upload a clearer receipt or invoice before asking for approval.

A simple rule works well here:

1. image and PDF files are the best candidates for preview,
2. other supporting files may only offer download,
3. unreadable evidence should be replaced before approval or payment review.

Mobile And Browser Problems

Problem	What To Check	What To Do
A page looks different from desktop.	Mobile layout.	Some screens are optimized differently on mobile. Focus on the available actions instead of expecting the same layout as desktop.
A modal or preview is difficult to close.	Viewer controls.	Use the close button first, then try the browser back action only if the viewer is already closed.
Social login returns to the wrong place.	Company selection or main login page.	Return to the main login page and choose the correct company if needed.
A background action interrupts the flow.	Session context.	Refresh the page and reopen the correct company or menu before continuing.
The system seems to keep an old page state.	Browser cache.	Refresh the page and repeat the action once before escalating the issue.

If the issue only happens on one device, compare the same action on desktop and mobile before assuming the setup is wrong.

When Administrators Should Check Configuration

Many user-facing problems are actually setup issues.

Administrators should review configuration when users report:

1. missing reimbursement forms,
2. wrong approval routing,
3. missing approver menus,
4. missing batch payment actions,
5. hidden reports,
6. unavailable bank, expense category, or position options,
7. unexpected inactive or deleted master data,
8. delegation or reassign options that do not behave as expected.

The administrator should usually inspect:

Area	Why It Matters
Role Access	Controls which menus and actions a user can use.
User Profile	Controls role, position, status, and bank information.
Position Hierarchy	Controls supervisor and PIC-based approval paths.
Reimbursement Form	Controls fields, numbering, instructions, and approval rules.
Batch Payment Form	Controls batch numbering, fields, approval rules, and payment proof behavior.
Master Data	Controls selectable banks, expense categories, positions, and other lookup values.
Work Calendar and Close Period	Controls date restrictions and calendar-based processes.

When To Escalate

Escalate the issue to an administrator or support team when:

1. the correct company URL, account, and role are already confirmed,
2. the same issue happens repeatedly after refresh and retry,
3. the document is stuck in a status that does not match the visible approval or payment flow,
4. a required menu or action is missing for multiple users,
5. files cannot be previewed or downloaded even though they were uploaded correctly,
6. archive generation repeatedly fails,
7. the problem affects a live approval or payment deadline.

When reporting the issue, provide:

1. company name,
2. menu name,
3. document number if available,
4. current status,
5. what you expected to happen,
6. what actually happened,
7. screenshot if possible.

That information reduces back-and-forth and makes troubleshooting faster.