Troubleshooting
Quick fixes for connection, upload and posting problems.
A receipt is stuck on Queued offline
Check that the device has internet access, leave Quenta open briefly, then pull down to refresh. The mobile app keeps retrying. If other receipts load but this one does not move, do not delete it before contacting support.
A receipt is stuck on Extracted
Open Settings and confirm Xero is connected. Also check that an organisation and paid-from account are selected. An extracted receipt can be opened, edited, retried or deleted.
I cannot see a bank account or team receipts
Visibility follows your Xero role and Quenta’s organisation settings. Ask a Standard or Adviser user to check Settings → Bank accounts. Submit-only users intentionally do not see sensitive account choices.
Xero will not accept a change
Reconciled transactions and locked accounting periods may not be editable. Open the receipt for the exact message, then make the change in Xero or ask your finance administrator.
The extracted details are wrong
Open the receipt, correct the fields, and confirm. Use a clear, glare-free photograph or the original PDF on the next attempt. A remembered mapping affects coding, not the merchant, date or total extracted from the file.
Still stuck?
Send a support request and include what you were doing, the receipt status, your platform, and any error message. Please do not include Xero passwords, access tokens, card numbers or other secrets.