A receipt typically fails to upload for one of four reasons: an unsupported file format, an unrecognized forwarding address, a matching gap between the receipt and the transaction, or a browser cache issue.
If your upload failed with a file-format or size error
Relay accepts receipts in JPG, PNG, or PDF format, up to 25 MB per file. Uploads outside those limits fail with an "Upload failed" error.
To fix it:
Confirm the file is a JPG, PNG, or PDF.
Confirm the file is under 25 MB. Compress the image or export the PDF at a lower resolution if it's over the limit.
If you're uploading from the Relay mobile app, update the app to the latest version and try again.
If your emailed or texted receipt didn't match a transaction
Relay auto-matches receipts to transactions using the transaction date, amount, and merchant name. Small variations in any of the three can prevent an automatic match.
To match it manually:
Go to Expenses > Receipts > Receipt Inbox.
Open the Not Matched Receipts tab.
Use the search tool to find the transaction, then pair it with the receipt.
Once matched, the receipt stays attached to that transaction in your expense records.
If your forwarded receipt never showed up
A forwarded receipt disappears when the email is sent from an address Relay doesn't recognize, or when the forwarding email address itself is wrong.
To fix it:
Open the Expenses section of your Relay account and copy the receipt-forwarding email address shown there.
Forward the receipt from the same email address you use to log in to Relay.
Check your spam folder for a bounce message, which will explain why the receipt didn't come through.
If the upload screen keeps loading or spins forever
An infinite spinner during upload is almost always a browser cache or connection issue, not a problem with the receipt itself.
To fix it:
Refresh the page. If you're on mobile, close the Relay app fully and reopen it.
Clear your browser cache.
Try the upload in an incognito or private window.
Best practices to prevent receipt upload errors
Upload the receipt right after the purchase, while the transaction is still recent and easy to match.
Use the mobile app when you can, so the camera captures the receipt cleanly on the first try.
Stick to JPG, PNG, or PDF. Screenshots of PDFs and unusual formats trigger the most failures.
Forward emailed receipts from the email address tied to your Relay account.
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