If SmartScan isn’t working as expected — whether a scan failed, is stuck, or returned the wrong data — this guide walks you through the most common issues and how to fix them.

Common SmartScan issues and how to fix them

SmartScan failed or returned an error

If SmartScan couldn’t process your receipt:

1. Open the expense with the failed scan.
2. Click the receipt image, then click Replace.
3. Take a new, clearer photo or upload a better image.

SmartScan may fail if the receipt image is too dark, blurry, or cropped too tightly. See the tips below for capturing better receipt photos.

SmartScan is stuck or taking too long

SmartScan typically completes within a few seconds, but it can occasionally take longer.

• Wait a few minutes — scans may take longer during high-traffic periods.
• Check your internet connection — SmartScan requires an active connection to process. If you were offline when you took the photo, the scan will begin once you reconnect.
• Close and reopen the app — this can prompt a stuck scan to retry.

If the scan is still stuck after several minutes, replace the receipt with a new photo to trigger a fresh scan.

SmartScan returned incorrect data (wrong amount, date, or merchant)

SmartScan extracts data automatically, but it may misread certain receipts. If the amount, date, or merchant is wrong:

1. Open the expense.
2. Tap the incorrect field (e.g., Amount, Date, or Merchant).
3. Manually correct the value.

This is common with handwritten receipts, faded ink, or receipts in unusual formats.

Tips for better receipt scans on mobile

Good image quality is the most important factor for a successful SmartScan. Follow these tips when photographing receipts:

• Lay the receipt flat on a contrasting surface (e.g., a dark receipt on a light table).
• Capture the full receipt — make sure all edges, the total, date, and merchant name are visible.
• Avoid shadows and glare — hold your phone directly above the receipt and use even lighting.
• Keep the camera steady — blurry images are the most common cause of scan failures.
• Avoid folded or crumpled receipts — flatten the receipt before photographing it.
• Use the in-app camera — the Expensify camera is optimized for receipt scanning. Open the app, tap +, select Submit Expense, and use the camera option.

When to manually enter an expense instead

Some receipts are difficult for any scanner to process. Consider entering the expense manually if:

• The receipt is heavily faded, damaged, or handwritten.
• The receipt uses a non-standard layout that SmartScan can’t parse.
• You only have a partial receipt or a screenshot of a digital confirmation.

To create a manual expense, tap + > Submit Expense > Manual and enter the details directly.

FAQ

Why does SmartScan keep failing on the same receipt?

The receipt image may be too low quality for SmartScan to process. Try taking a new photo with better lighting and ensure the full receipt is in frame. If it still fails, enter the expense manually.

Can I re-trigger SmartScan without replacing the receipt?

No. To re-run SmartScan, you’ll need to replace the receipt image with a new photo or upload.

Does SmartScan work offline?

SmartScan requires an internet connection. If you take a photo while offline, the image is saved locally and SmartScan will automatically begin processing once you reconnect.

What file types does SmartScan support?

SmartScan works with common image formats (JPG, PNG) and PDF files. For best results on mobile, use the in-app camera to take a photo directly.

SmartScan got the currency wrong. How do I fix it?

Open the expense, tap the Amount field, and change the currency manually. This can happen with receipts from international merchants or receipts that don’t clearly display a currency symbol.