Troubleshoot common issues in Expense Agent

[This article is prerelease documentation and is subject to change.]

If you run into problems while using Business Central Expense Agent, the following sections can help you find a solution.

You can't sign in or access Expense Agent

If you get an "access denied" or "not authorized" error, select your profile picture in the upper right corner, select Sign out, and then sign in using your proper credentials (name and password). If the problem continues, contact your administrator to make sure you have the right permissions.

Receipt upload fails

Make sure your file meets these requirements:

• Format: JPEG, PNG, or PDF
• Size: 10 MB or smaller

If your file meets the requirements but the upload still fails, check your internet connection and try again.

AI doesn't detect receipt details correctly

The AI suggests details such as the amount, date, and merchant based on what it detects in the receipt image. These suggestions might not always be accurate. Review the prepopulated fields and manually edit anything that needs correction before you confirm.

An expense shows a policy violation

If an expense is flagged for a policy violation, open the expense and review the flagged fields. Fix any values that don't meet your organization's policy. For soft warnings, you can add a justification if your company allows it.

You get a network error

Network errors usually mean the connection to the server was interrupted. Check your internet connection and try the action again. If the error persists, wait a few minutes before retrying.

An expense or report is missing

If you can't find an expense or report, it might have been deleted by you or another user. Check your filters and search criteria to make sure you're looking in the right place. If you still can't find it, contact your administrator.

Malware detected in upload

If a file you try to upload is flagged for malware, the upload is blocked for security. Use a different file or rescan the original file with your antivirus software before trying again.

AI quota exceeded

If you get a message that the AI quota is exceeded, the system reached its processing limit. Try again later. If the issue continues, contact your administrator.

Agent doesn't process incoming emails

If Expense Agent isn't processing incoming emails, check these setup and runtime conditions:

1. Verify that the agent is active.
2. Confirm that the mailbox account is configured correctly.
3. Make sure Email Connector v4 is installed and configured.
4. Check scheduler task entries for errors.
5. Review entries in the EA Scheduler Task table.
6. Verify that the user has Can Create Task permission.

You can't turn off the agent

If turning off Active shows this message, try again after a short wait and then check service connectivity:

Failed to unregister environment from Expense Agent service. Please try again or contact support.

If the issue persists, contact support.

Expenses fail validation or show policy violations

If you can't save or submit an expense, or it shows a policy violation, review these settings:

1. Check the age of the expense against Do Not Allow Expenses Older Than.
2. Verify that category and subcategory values are valid and active.
3. Confirm that the payment method is marked as Expense Report Type.
4. Check that a posting group is assigned to the category.
5. Verify that the employee is configured as an expense employee.

Per diem doesn't calculate

If per diem amounts don't populate, verify these configurations:

1. Full Per-Diem Calculation isn't set to None.
2. Per diem rates are configured for the location and category.
3. Travel dates meet minimum-hour requirements.
4. Partial-day rule settings are configured correctly.
5. Per Diem Rounding Precision is set.

Expense report posting fails

If expense reports can't be posted, review posting setup:

1. Verify that the posting group has all required G/L accounts configured.
2. Check that G/L accounts allow direct posting.
3. Confirm that the number series for posted expense reports is set.
4. Verify the approval status if approval workflow is enabled.
5. Check that source code EXPENSE exists in Source Code Setup.

Related information

Expense Agent overview
Upload receipts in Expense Agent
Expense policy compliance in Expense Agent
Set up the Expense Agent

Find free e-learning modules for Business Central here