Troubleshooting Common Claim Submission Errors

Resolving Expense Claim Errors

This guide helps you resolve common errors when submitting expense claims in UKG.

Common Error Messages and Solutions

Error: "Receipt Required"

Issue: You're trying to submit an expense over $25 without a receipt attachment.

Solution:

1. Click on the expense line item
2. Click 'Attach Receipt'
3. Upload a clear photo or PDF of your receipt
4. Ensure file size is under 5MB
5. Accepted formats: JPG, PNG, PDF

Error: "Expense Exceeds Policy Limit"

Issue: Your expense amount exceeds company policy limits.

Solution:

• Meals: Daily limit is $75 (requires VP approval for higher)
• Hotels: Varies by city tier (check travel policy)
• Entertainment: $150 per event (requires justification)
• Add a note explaining the business justification
• Request manager override if necessary

Error: "Invalid Date Range"

Issue: Expense date is outside the report date range or older than 60 days.

Solution:

1. Update report date range to include all expense dates
2. For expenses over 60 days old:
   • Add detailed justification in notes
   • Submit for VP-level approval
   • Contact Finance for guidance

Error: "Missing Required Field"

Issue: You haven't completed all mandatory fields.

Solution:

Required fields include:

• Expense type
• Date
• Amount
• Merchant/Vendor name
• Business purpose
• Receipt (for amounts over $25)

Review each expense line and fill in any highlighted fields.

Error: "Receipt Image Too Large"

Issue: Receipt file exceeds 5MB limit.

Solution:

1. Compress the image using phone settings or online tools
2. Take a new photo with lower resolution
3. Save PDF at lower quality
4. Split multiple receipts into separate files

Error: "Duplicate Expense Detected"

Issue: System detected a potential duplicate submission.

Solution:

1. Check if you already submitted this expense in another report
2. Look for matching date, amount, and merchant
3. If truly duplicate, delete one entry
4. If not duplicate, add note explaining why amounts/dates are similar

Error: "Invalid Expense Type Selected"

Issue: The expense type doesn't match the receipt or business purpose.

Solution:

1. Review expense types:
   • Airfare
   • Hotel/Lodging
   • Ground Transportation
   • Meals (Individual)
   • Meals (Team/Client)
   • Parking/Tolls
   • Office Supplies
   • Training/Education
   • Other (requires explanation)
2. Select the most appropriate category
3. Contact Finance if unsure

Technical Issues

Problem: Can't Upload Receipt

• Try different browser (Chrome recommended)
• Clear browser cache and cookies
• Disable browser extensions temporarily
• Try uploading from mobile UKG app
• Contact IT: [e-mail]

Problem: Expense Report Won't Submit

• Save as draft and log out/back in
• Check for errors highlighted in red
• Verify all required fields are complete
• Try submitting from different device
• Contact UKG support: [e-mail]

Claim Rejected by Manager/Finance

If your expense claim is rejected:

1. Check your UKG inbox for rejection reason
2. Review the notes from approver
3. Make necessary corrections
4. Add clarifying comments if needed
5. Resubmit for approval

Need Additional Help?

• Finance Team: [e-mail] | [phone] ext. 3100
• IT Support: [e-mail] | [phone] ext. 4000
• Expense Policy: Available in UKG under 'Company' > 'Policies'
• Live Chat: Available in UKG 9 AM - 5 PM EST