Find a Missing Receipt in Emburse Professional Wallet

When an Emburse receipt is missing, start by naming the exact product and intake path. Emburse is a product family, and the public Emburse help selector still points users to separate help centers for products such as Professional, Cards, Nexonia, Tallie, Captio, and others. A receipt path documented for Emburse Professional should not be copied into another product unless that product documents the same behavior.

This diagnostic focuses on Emburse Professional, also surfaced in current product copy as Emburse Expense Professional. Emburse product copy says Emburse Certify Expense is now Emburse Expense Professional, while many current help URLs and user habits still say Certify. That mixed naming is not enough evidence that an old receipt destination, login URL, or saved contact is still right for your company.

The address question needs care. The current Emburse Professional Emailing Receipts article says receipt attachments or expense data sent to receipts@certify.com are parsed and added to the Wallet. March 13, 2026 release notes say receipt submission was updated to receipts@pro.emburse.app, with receipts@certify.com remaining active temporarily. Treat that as an official transition state: verify the destination in your account, admin instructions, or finance team guidance before diagnosing file quality or OCR.

Confirm you are working in Emburse Professional or Emburse Expense Professional, not another Emburse product with its own help center. Check whether your company has moved receipt submission instructions from receipts@certify.com to receipts@pro.emburse.app. Update contacts, inbox rules, scanner destinations, and vendor instructions after you confirm the current destination.

If the destination is right, check the sender next. Emburse Professional help says receipt emails must come from your Emburse Professional username email address. If you send from another address, you must first add that address on the My Account page. That rule matters for forwarded vendor receipts, personal inboxes, shared AP inboxes, scanner mailboxes, travel-agent addresses, and mail clients that send from an alias.

The failure can be subtle. A person may forward from their normal inbox and assume Emburse sees the login identity. But the actual From address can be a different alias, shared mailbox, or delegated sender. If that address is not added to the user account, the receipt can fail before Wallet behavior is involved.

Run a controlled test from the account email and then from any added sender address. Use one clear receipt file and a fresh subject line. If the account email works but the alternate sender does not, fix the sender registration before changing OCR, mobile settings, or report workflow assumptions.

Compare the From address in the sent message with the Emburse Professional username email. Add each alternate sender address in Account Details before using it for receipt submission. Retest with one known-good receipt so a sender issue is not hidden by attachment clutter.

Next, separate email submission from web upload. Emburse Professional email help says any number of receipts may be attached to an email, but the total email size, including text and signatures, must be under 6 MB. It lists PDF, JPEG, JPG, and PNG as accepted major image file types for that email path. That does not mean every vendor message is a good receipt package; signatures, forwarded threads, and extra attachments can still make review harder.

Web upload has a different limit model. Emburse Professional upload help says individual receipt image uploads can be up to 6 MB, and multiple receipt images can be uploaded at once as long as each individual file is under 6 MB and the combined files are under 10 MB. The upload article also says uploaded receipts display an Upload icon in the Wallet Source column.

Mobile capture is a third path. The mobile help article says the Emburse Professional app can capture receipts with the camera or photo gallery, then upload the receipt to the Emburse Wallet. If the phone is offline, the receipt uploads the next time the device connects. Do not troubleshoot mobile sync as an emailed receipt problem.

Email path: keep the whole message under the documented Professional email limit and use the documented file types. Web upload path: apply the upload-specific individual and combined file limits, not the email limit. Mobile path: verify login, app access, camera or gallery selection, and network connection before looking for the item online.

A receipt can be in Emburse Professional without being in the place you expected. Emburse describes the Wallet as the area where captured receipts and imported credit card expenses are stored before they are added to an expense report. The reviewing help article tells users to open More Items under My Emburse Professional Wallet and use options such as viewing the receipt image, editing the name or description, deleting an item, adding items to a report, refreshing the Wallet, and opening upload methods.

If you emailed or uploaded a receipt, check the Wallet before looking for a completed report line. If you created a report or someone else did, the item may no longer be sitting as an obvious standalone receipt in the Wallet. If an admin or delegate moved selected receipts to another user account, the receipt may be visible to a different user instead of missing from Emburse.

Use the Wallet controls as diagnostic evidence. Refresh the Wallet, expand detailed view, look for the receipt image icon, and check whether the item name changed. A missing item report is easier to resolve when you can say which user checked Wallet, which view was active, and whether the receipt was visible before it moved.

Check More Items under My Emburse Professional Wallet before assuming the receipt became a report line. Use Detailed View, Refresh, receipt image view, and Source column clues when available. Ask whether an administrator or delegate sent the receipt to another user account.

Merge Items can make a receipt look missing because it changes the way Wallet items are grouped. Emburse Professional help says Merge Items lets users view receipts and expenses together. When Merge Items is off, receipt images are separated from expenses and display in different sections. When Merge Items is on, receipts and expenses are listed together.

The merge condition is narrow. Official help says a receipt and imported credit card expense visually combine when the date and amount of the receipt match the date and amount of the credit card expense. If the vendor date differs from the card post date, the amount includes a tip, the currency converted, or OCR captured an amount incorrectly, the receipt may not merge even though it exists in the Wallet.

Also check volume and edit permissions. Emburse says Merge Items is automatically disabled if there are more than 150 items in the Wallet. The Wallet edit and review articles also say imported credit card expenses may be read-only if the organization restricts them. A read-only card expense is a configuration or permission state, not a receipt-ingestion failure.

Turn Merge Items off to look for the receipt and card expense as separate Wallet items. Compare receipt date and amount with the imported card expense date and amount before expecting a merge. Contact the Emburse Professional Administrator when imported card expenses are read-only and need changes.

A receipt that reached Wallet may be waiting for report work. Emburse Professional help says users can add selected Wallet items to an expense report, and the manual-add article notes that after expenses are added to the report, users may need the Link Receipts Wizard or Cleanup Wizard before submitting for approval. That means a missing submission can be a report-preparation issue, not a receipt-delivery issue.

The New Expense Report help article says the report button retrieves receipts and expenses from the Wallet and adds them to a new or existing report, linking receipts and expenses with matching dates and amounts. If the date range is wrong, matching data is off, or the receipt is not in the expected user Wallet, report creation may not show it where expected.

Finally, do not ignore roles. Emburse Professional documents special role permissions such as Administrators, Auditors, Treasurers, and Translators, and says each user still has a Standard User Role. Administrators can manage account configuration and users. If the issue involves read-only imported card expenses, another user account, policy alerts, or reimbursement state, the fix may require the right admin or finance owner rather than another receipt upload.

Check draft reports and date ranges before resending a receipt already visible in Wallet. Use Link Receipts Wizard or Cleanup Wizard cues when Emburse surfaces required report cleanup. Route read-only, delegated, reimbursement, or policy-related cases to the right Emburse Professional admin or finance role.

Expensent searches current and historical email for the source receipt and sends selected documents to the current Emburse Professional address confirmed for the account.

Confirmed sender-and-subject patterns can route new recurring receipts automatically. Emburse then places the document in Wallet for its expense and report workflow.

If the receipt arrived but is hidden, merged, or read-only, continue the diagnosis inside Emburse using the stages above.