Dext rejects an upload for 2 reasons. Either the same file is already in your account (“This item already exists in your account.”), or its file type isn’t supported (“File type is not supported”). Other uploads are accepted, but Dext can’t extract their details. This article explains each case and where to find rejected uploads on the web and in the mobile app.
What happens when Dext rejects a document
When Dext rejects a document, it doesn’t store the file, and no item is created. The file doesn’t appear in your Submission history, because it’s blocked before it reaches Dext’s servers.
“This item already exists in your account.”
This message means the same file has already been submitted to your account. Dext checks for identical files across every way of submitting, including email, the mobile app and upload.
For example, if you email a PDF to Dext and later upload the same PDF, the second upload is rejected.
A different photo or file of the same receipt isn’t rejected, but Dext may mark it as a duplicate. For details, go to Why was my Cost item marked as a duplicate?
“File type is not supported”
This message means Dext can’t process the file’s format. For the formats and sizes you can upload, go to What file types can I upload to Dext?
Where to find rejected uploads
Rejected uploads aren’t stored in your Dext account. You can check them while you upload in the web app, or on the Rejected uploads screen in the mobile app.
In the Dext web app
In the web app, the rejection message and reason appear under Upload history in the Add documents panel while you upload. The file isn’t available after you close the panel.
In the Dext mobile app
The Dext mobile app lets you know about a rejected upload in 3 ways:
A push notification, for example “1 upload failed”
A “You have 1 rejected upload” banner at the top of the Costs or Sales tabs, with a Review items button
A Rejected uploads entry in More > Do more with Dext, which only appears while you have rejected uploads
To check your rejected uploads:
Tap Review items on the banner, or go to More > Do more with Dext > Rejected uploads.
Check the reason next to each file, for example “This item was rejected as this file already exists within this account.”
Tap a file to preview it. For a file in Invalid files, Delete is the only option. For a file in Retry available, you can retry the upload.
To narrow the list, tap … at the top right. The menu filters the list by Costs or Sales, and by Retry available or Invalid files, and shows how many files are in each.
Rejected files are in one of 2 groups:
Retry available: files that couldn’t upload because of a temporary problem, such as a lost connection. You can retry them.
Invalid files: files that can’t be uploaded, such as unsupported file types or files already in your account. You can only delete them.
Why Dext didn’t extract the details from a document
Sometimes Dext accepts a file and adds it to your inbox, but can’t extract its details. When this happens, the item’s details show the message “Check extraction details: We are unable to fully extract the item. Please review item.”
The file has more than one transaction
An image or file with more than one receipt or transaction can stop Dext extracting the details correctly. The file is added to your inbox, and you can separate the transactions with the Split tool. For details, go to How to split an item in Dext
The image quality is too poor
Dext can’t read a document if the image isn’t clear enough. Common causes are:
Blurry or low-resolution photos
Torn, crumpled or damaged documents
Text that’s too small or faint to read
The file is still saved to your account, but without its details. Upload a clearer photo or file instead.
The file isn’t a financial document
If the file doesn’t look like a receipt, bill or invoice, for example a photo of something else, Dext doesn’t extract any details. The file still appears in your inbox, but isn’t processed further.
How to avoid upload problems
To lower the chance of a rejection or missing details:
Upload only clear images of receipts, invoices or bills.
Submit each file only once.
Split files that contain more than one transaction.
If a document keeps being rejected or its details still aren’t extracted, contact the Dext support team. For details, go to How to contact the Dext support team
Common questions about rejected documents
What’s the difference between “already exists” and a duplicate?
“This item already exists in your account.” means you uploaded the exact same file again, so Dext rejects it and creates nothing. A duplicate is a different file, such as a second photo of the same receipt. Dext accepts it and then deletes or flags it, depending on your duplicate setting. Changing the duplicate setting doesn’t stop “already exists” rejections.
Will retrying fix a rejected file in the mobile app?
Retrying only helps with files under Retry available in the Dext mobile app, which failed because of a temporary problem such as a lost connection. Files under Invalid files, including files already in your account, would be rejected again. You can only delete them.
Why can’t I find my rejected file in Dext?
Dext doesn’t store rejected files, so they don’t appear in your inbox or Submission history. If the file was rejected because it already exists, the original is already in your account. Search for it in your inbox or archive.