Account and login

I cannot see my data after logging in

Check the following:

Confirm your account has been added to the correct organisation — ask your admin to verify.
Check the active filters: a date range or ledger filter might be hiding entries.
Verify your network connection. Offline mode shows a cached snapshot that may be incomplete.

I forgot my password

Click Forgot password on the login page and follow the verification-code reset flow. If the code does not arrive within a few minutes, check your spam folder and request a new code.

Can I use the same account on multiple devices?

Yes. Sign in on any device and your data syncs automatically.

Receipt recognition

Recognition is slow

Common reasons:

The image file is very large — try compressing or resizing it before upload.
Network latency — switch to a faster connection.
High-traffic period — processing time can be slightly longer during peak hours.

The category is always wrong

An admin can configure merchant-to-category mapping rules for your organisation. These rules help make recurring merchants more consistent, but you should still verify the result on ambiguous receipts.

Can I re-run recognition on an existing entry?

Some clients expose retry or reprocess actions around recognition tasks and review flows. If your current client does not show such an action, recapture or re-upload the receipt instead.

Permissions and team access

A team member cannot see a ledger

Permission scoping is the most common cause:

Check the member's assigned role and effective permissions in your organisation settings.
Open the ledger settings and confirm the member has been granted access.
Check whether an organisation-wide policy is restricting visibility.

Can I share a single ledger with someone outside my organisation?

Ledger access is controlled through the organisation membership and invitation flows exposed by your current client build.

Data and export

How do I export my receipts?

Go to Analytics → Export and choose CSV. You can filter by date range, ledger, and category before exporting.

Is my data backed up?

Your data is stored in managed backend infrastructure. Exact backup, retention, and recovery policy can vary by deployment, so rely on your current environment's documented policy for operational guarantees.

Reporting a bug

When submitting a report, please include:

Steps to reproduce the issue
The time it occurred
A screenshot or sample receipt (you may redact sensitive information)
Your device and OS version
Whether the issue is reproducible on the web app, mobile app, or both

Send reports to support@stareceipt.com or use the in-app Feedback button.