Troubleshooting
Troubleshoot capture, upload and scan review
Fix the most common camera, upload, queue and OCR problems.
About 6 minutes
Step by step
Follow the safe route
- 1
Camera unavailable: check browser permission, HTTPS and whether another app is using the camera.
- 2
Upload failed: check the internet connection, file type, file size and try the original file again.
- 3
Blank preview: refresh the record and confirm the private signed file URL can be created.
- 4
Stuck in queued or processing: use Gatehouse queue readiness and inspect the worker schedule.
- 5
Wrong fields: correct them in Scan Review and keep the machine suggestion unchanged for audit.
Helpful tips
- Record the exact time, screen and error message when asking support for help.
Questions people ask
What if the receipt is faded or unreadable?
Do not guess. Try another photo under even light, upload the original digital receipt, or mark it unreadable and keep related payment evidence.
Related guides
Continue without losing the thread
Getting started
Start here: choose the right Capshur space
Understand Work, My Business and Personal before you capture anything.
Capture and scanning
Capture a complete document on your phone
Choose automatic scan, manual photo or an existing file, then preserve the whole document.
Capture and scanning
Upload an existing receipt, image or PDF
Uploaded files follow the same secure storage, extraction and review path as camera captures.