Expense Inbox: Troubleshooting Common Issues
Issue: Expense Not Created
Symptoms
- You forwarded an email but no expense appeared in Jobber
- No confirmation email received
- No error message
Possible Causes & Solutions
1. Wrong Email Address
✅ Verify you sent to your correct expense inbox email address (see your Dashboard page)
✅ Check for typos in the email address
2. Email Delivery Delay
✅ Wait 1-2 minutes for processing
✅ Check your spam folder
✅ Check your Expense History for expense status
3. Account Inactive
✅ Verify your trial hasn't expired
✅ Check subscription status on your Account page
✅ Renew your subscription if needed
4. Jobber Connection Issue
✅ Go to your Account page
✅ Check Jobber connection status
✅ Reconnect if necessary
Issue: Wrong Vendor Name Extracted
Symptoms
- Expense created but vendor name is incorrect
- Vendor name is generic or missing
- Wrong company name used
Solutions
Short-term:
✅ Manually edit the expense in Jobber
Long-term:
✅ Create a Custom Rule for this vendor to auto-assign correct vendor name
Issue: Amount Is Wrong
Symptoms
- Expense created with incorrect amount
- Subtotal used instead of total
Causes & Solutions
AI Extracted Wrong Amount:
✅ Check if receipt has multiple totals (subtotal, tax, total)
✅ Manually correct in Jobber
✅ For future: Create a Custom Rule to extract the right amount for specific receipt formats
Partial Receipt:
✅ If receipt is cut off, AI can't see full amount
✅ Ensure entire receipt is visible in image/scan
Issue: Attachment Not Showing in Jobber
Causes & Solutions
1. No Attachment in Original Email
✅ Verify you actually attached the receipt
✅ Check your sent email folder
✅ If missing, forward again with attachment
2. Unsupported File Type
✅ Best to use PDF, JPG, or PNG only
✅ Convert other formats before sending
✅ Word docs and Excel files may not work
3. Processing Delays
✅ Sometimes attachments take a few extra minutes to appear on the expense
✅ Wait 3-5 minutes and refresh the page
✅ If still missing, contact Support
Issue: Job Number Not Found
Symptoms
- Received error: "Job #235 not found in Jobber"
- Expense not created
Causes & Solutions
1. Wrong Job Number
✅ Double-check the job number in Jobber
✅ Easy to transpose digits (235 vs 253)
✅ Resend with correct number
2. Job Deleted
✅ Check if job still exists in Jobber
3. Jobber Connection Stale
✅ Go to your Account page
✅ Reconnect Jobber if you see "Not Connected"
4. Very New Job
✅ If job was just created, wait a few minutes
✅ Jobber API may need time to sync
✅ Retry forwarding the receipt
Issue: Confirmation Emails Not Received
Symptoms
- Expense created (see it in Jobber)
- But no confirmation email received
- Or no error emails when expected
Solutions
Check Spam Folder:
✅ Look in spam/junk folder
✅ Add sender to contacts to whitelist
✅ Mark emails as "Not Spam"
Email Settings:
✅ Verify your email address on your Account page is correct
Email Provider Issue:
✅ Some corporate emails block automated messages
✅ Check with IT department
✅ Add our domain to allowed senders
Still Not Receiving:
✅ Contact support to investigate
Contact Support
Include:
- Clear description of the problem
- Steps you've already tried
- Forward the original receipt email if relevant
Response Time:
- Typically within 24 hours
- Faster for critical issues
- Check your spam folder for our reply