Troubleshooting

Receipt scanning

"AI couldn't read this receipt"

This means your device was offline when you snapped the receipt, or the AI service was temporarily unreachable. The receipt is still saved with its image — only the automatic data extraction didn't run.

• Check that you have cellular or Wi-Fi connectivity.
• Open the saved receipt from the Receipts list and tap Retry AI on the review screen. The image is still on-device, so nothing is lost. You can also enter the details manually.

"No images to process" / "Unsupported file type"

The import picker couldn't read the file you selected. VictorsSnap supports JPEG, PNG, HEIC images, and PDF files.

• If you're importing a PDF, only the first page is used — split multi-page PDFs if a later page is the receipt.
• If the file was downloaded from an email, try opening it in Files first to confirm it's a valid image or PDF.

"Could not create image from PDF"

The PDF is either password-protected, corrupted, or uses an image format iOS can't render.

• Try printing-to-PDF from Preview on a Mac, or exporting the PDF from your email/scanner app again.
• If you only need the data (not the original PDF), take a photo of the PDF displayed on a screen.

The year on my receipt came out wrong (e.g. 2020 instead of 2026)

Faded thermal prints make 6 and 0 hard to distinguish. VictorsSnap now biases toward the current year when the digit is ambiguous, but no AI is perfect.

• Tap the date field on the review screen and correct it before submitting.
• If you keep seeing misreads, a clearer photo (more light, less glare) dramatically helps.

Xero & QuickBooks connections

"Failed to fetch organizations" / "Could not find this organization's connection"

Your OAuth session with the provider has expired or been revoked. This is normal — Xero and QuickBooks both expire refresh tokens after a period of inactivity.

1. Open Settings → Connections.
2. Tap Reconnect on the affected provider and sign in again.
3. Return to the receipt and resubmit.

"Failed to load expense accounts"

The connection is valid, but the app couldn't fetch your chart of accounts. Usually transient.

• Pull-to-refresh on the transaction review screen.
• If it persists, check the provider's status page (Xero / Intuit) — a backend outage on their side can cause this.

"Missing account ID"

Your receipt isn't yet matched to an expense account. Tap the Account field on the review screen and pick one manually. For an existing vendor, VictorsSnap looks up that vendor's most recent transaction in Xero or QuickBooks and pre-fills the same expense account (plus tracking category or class), so repeat vendors usually arrive already categorized.

"You don't have permission to authorize this app" (QuickBooks)

QuickBooks Online only allows users with the Company Admin role to grant the accounting permissions VictorsSnap needs. If your QBO user is a Standard user, Reports-only user, or Time-tracking only user, Intuit blocks the connection at the consent screen.

• Ask your QBO Company Admin to either (a) connect VictorsSnap themselves, then invite you from Settings → Connections → [QBO company] → Manage Members, or (b) promote your QBO role under the gear icon → Manage users.
• If you've been invited, use Add Connection → QuickBooks Online → Join an Existing Company instead of the OAuth path.

"Your access to this company was removed" (QuickBooks)

The admin removed your device from the Manage Members list, or your member token was revoked when the admin re-authorized the connection on a different device. The local copy of that QuickBooks connection is cleaned up automatically.

• If this was unexpected, ask the admin to re-invite you. You'll get a fresh email with a magic link and 6-digit code.
• If you are the admin and this happened after you reconnected from another device, just tap Reconnect on this device too — the new OAuth issues you a fresh member token.

"Reconnect your QuickBooks company to enable team access"

One-time prompt that appears for admins who connected QuickBooks before the team-access feature shipped. Tap the prompt to re-run the Intuit OAuth — it's silent and only takes a few seconds. After reconnecting, you can invite teammates from Manage Members.

QuickBooks invite email never arrived

• Check the spam / junk folder for a message from remoteangel.com.
• Confirm with the admin that the email address on the invite matches the one you're checking — it's case-insensitive but otherwise exact.
• Ask the admin to open Manage Members, tap your row, and choose Resend invite. That rotates the code and link and resets the 7-day expiry.

"This invite expired" / "This link is invalid or has already been used"

Invites are valid for 7 days and the magic link is single-use. Ask the admin to resend; you'll receive a new email with a fresh code and link.

"Too many attempts" when entering the 6-digit code

For security, the code can only be guessed a few times before it's throttled. Wait a few minutes, or ask the admin to resend the invite — a new code clears the throttle.

Contacts & vendor matching

"No contacts found"

VictorsSnap couldn't match the vendor on the receipt to an existing contact in your accounting system.

• Tap Create new contact on the review screen — the contact will be created in Xero/QuickBooks when you submit.
• If the vendor already exists under a slightly different name, tap the contact field to search and pick the correct one manually.

The AI matched the wrong contact

Tap the contact field on the review screen and pick the right one. Once the correct vendor is selected, VictorsSnap pulls the expense account from that vendor's last transaction in Xero or QuickBooks, so the rest of the entry usually fills in for you.

Permissions

"Location access not authorized" (mileage)

1. Open the iOS Settings app.
2. Scroll to VictorsSnap.
3. Tap Location and choose While Using the App.
4. Return to VictorsSnap and open the Mileage tab again.

Camera permission was denied

1. Open the iOS Settings app.
2. Scroll to VictorsSnap.
3. Enable Camera.

If you prefer not to grant camera access, you can still use the import button on the Snap screen to pull receipts from Files or the Photo Library.

Face ID / Touch ID isn't working

• If biometrics fail three times, the app falls back to your device passcode.
• If you never see the biometric prompt, confirm that Face ID or Touch ID is enabled for apps under iOS Settings → Face ID & Passcode.

Subscriptions & App Store

I upgraded but the app still says I'm on the free tier

1. Open Settings → Subscription.
2. Tap Restore Purchases.
3. If that doesn't resolve it, force-quit the app and re-open.

Apple's receipt refresh can take a minute or two after purchase. If you still see the old tier after five minutes, email us with the date of your purchase.

I need a receipt for my purchase

Apple emails a receipt to your Apple ID within a few hours of purchase. You can also view all App Store receipts at reportaproblem.apple.com.

The app crashed or is acting strangely

1. Force-quit VictorsSnap (swipe up from the bottom and flick the card away).
2. Re-open. You'll need to authenticate again.
3. If the issue persists, restart your device.
4. Still broken? Send us a note including your iOS version (Settings → General → About), device model, and a short description of what you were doing.