Troubleshooting

If you need help at any point, use Report a bug. You do not need to complete these checks before contacting the team.

The Import Is Taking a Long Time

Large imports can take time because GrantKeeper may be parsing rows, downloading receipts, uploading documents, generating evidence, and running AI checks. Wait for the progress dialog unless it clearly fails.

If it fails repeatedly, try a smaller file or split the import into smaller periods.

I Uploaded the Wrong File Type

Use Monzo for CSV files. Use Revolut for ZIP files.

If you upload a ZIP to Monzo or a CSV to Revolut, the app should show a file type warning.

An Emailed Receipt Is Missing

Check the forwarding address currently shown in Documents, the sender allowlist and unverified-upload settings, and the document review folders. An organisation slug change also changes the forwarding address. Search the library before forwarding or uploading another copy; if the file is present, attach it to the entry.

A Receipt Amount Needs Review

Open the batch's receipt review, compare the original currency and amount with the evidence, and replace an incorrect attachment or keep a legitimate receipt. An unreadable total can also trigger review. Keeping a receipt leaves the transaction amount unchanged.

An Upload Stopped Partway Through

Check Documents for files already saved before retrying the remaining selection. Review skipped-file reasons and the upload limits. Files can be uploaded while AI processing is still pending.

An Area or Action Is Unavailable

Ask an organisation admin to check your member access. Area access covers both viewing and managing that workspace. Library document preview and selection also require Documents access.

A Receipt Is Missing After Import

Possible causes:

• the bank export did not include a receipt URL or attachment,
• the receipt URL expired,
• the receipt failed to download,
• the receipt file could not be uploaded,
• the bank row never had a receipt attached.

Use Chase Receipts or Add Document to Entry.

A Document Is in Blank but It Is Not Blank

Move it back to Documents and bulk reprocess if extracted data is missing. If it keeps happening, check whether the file is low quality, incomplete, or missing key receipt fields.

A Duplicate Is Not Really a Duplicate

Move it out of the duplicate folder or duplicate entries section. Check whether it shares vendor, date, amount, and currency with another item.

A Duplicate Was Missed

Duplicates can be missed when vendor names differ, dates differ, amounts are split, or receipt images are not comparable. Use search, reconciliation, and manual review for high-risk cases.

Conversion Evidence Failed

Check:

• purchase date is not in the future,
• original currency is not GBP,
• cost and total GBP are valid,
• the conversion evidence service is available.

Fix the fields and regenerate evidence.

Edits Do Not Appear Immediately

Refresh the page if needed. If filters or sorting are active, the edited row may have moved.

Export Is Missing Entries

Check:

• entries are in the main Table, not the duplicate section,
• filters were not applied unexpectedly,
• entries were saved from the batch,
• entries were not excluded as refunds or duplicates,
• the export date range includes the entries.

Search Does Not Show a Document

Check whether Include used documents is off. Used documents are hidden by default in many document selection views.

Schedule Import Cannot Detect Columns

Check that the CSV has recognizable headers for financial year, month, name/person, grant/project, and hours/time. The importer is intentionally narrow and may not understand unrelated formats.

A Grant Is Missing From the Dropdown

The dropdown only lists selectable grants. A grant is missing when it has been archived, or when it ended more than 7 days ago. Open the Grants page and look in the Archived & ended section.

Restore an archived grant if it is still within its selectable period, or extend its end date if the claim period genuinely runs longer. If the grant was never created, create it on the Grants page.

An Entry Shows an Amber Warning on Its Grant

The entry holds a grant name that is not one of the currently selectable grants. This happens when a grant name is unrecognised or its grant has ended, been archived or been deleted.

The value is kept rather than dropped. Leave it to preserve the historical record, or pick a current grant to replace it.

A Grant Name Is Rejected as Already Taken

Grant names must be unique within the organization. Check the Archived & ended section, because archived grants still hold their names.

Some names are reserved for retired historical grants and cannot be reused. Give the new award a distinct name or add its reference to tell the two apart.

The Grant Description Was Not Generated

The description is written by the context analysis. It runs when you select Analyse context, and automatically when you move to the Review step after changing anything.

If nothing was generated, check that files finished uploading, and read the warnings for files that could not be read. You can always write the grant brief yourself — what you save is what the AI uses.

I Switched Organisation and Landed on a Different Page

Screens showing one specific record cannot carry across a switch, because the record belongs to the organization you just left. GrantKeeper sends you to the matching list instead. See Switching Organisation.