Troubleshooting

Document Processing

Document stuck in "Processing" — Processing typically completes within 6 seconds. If a document remains in processing for more than 2 minutes, try re-uploading. Contact support if the issue persists.

Low confidence scores on extracted fields — Low confidence typically indicates poor image quality. Try re-uploading a higher-resolution scan or photograph in better lighting. Ensure the document is flat and fully in frame.

Missing line items — Multi-page invoices must be uploaded as a single PDF. Separate image files for each page may result in incomplete extraction.

Email Ingestion

Emails not appearing in NEXOS — Verify you're forwarding to the correct ingestion address (found in Settings → Email Forwarding). Check your email client's sent folder to confirm the forward was sent. Allow up to 2 minutes for processing.

Attachments not extracted — NEXOS processes PDF, JPEG, PNG, TIFF, HEIC, and WebP attachments. Other file formats (Word, Excel, etc.) are not supported.

QuickBooks & Xero

"Connection expired" error — OAuth tokens expire after 100 days of inactivity. Navigate to Settings → Integrations and click Reconnect.

Sync failed — Check Sync History for the specific error. Common causes: invalid account codes, expired connection, document missing required fields.

Mobile App

App crashes — Ensure you're running the latest version from the App Store or Google Play. Force-quit and reopen the app. If the issue persists, contact support with your device model and OS version.

Camera not working — Verify NEXOS has camera permission in iOS Settings → Privacy → Camera.