Troubleshooting Email Receipts

URBI replies to some recognized senders when an emailed receipt cannot be processed. For privacy, an unrecognized sender receives no reply. Use the property's Inbound email log to see what happened to email received at its receipts address.

Check the inbound email log first

1. Select the single property that owns the receipts address. The log does not appear in All Properties.
2. Go to Accounting > Expenses > HERO Receipts.
3. Select Inbound email log at the top of the tab, then find the email and read its result.

Switch from the Queue to the Inbound email log for the selected property.

The log also lists attachments that were dropped and explains whether the file type was unsupported, a file exceeded 10MB, or the whole email exceeded 25MB.

No reply from URBI

What it means: If the sender's email address is not recognized by URBI, no reply is sent. This keeps the receipts address private. A successful email also does not receive a confirmation reply.

What to do:

1. Check that you sent from the same email address you use to sign in to URBI.
2. Select the property and check its Inbound email log. If the email appears, read the result shown there.
3. If the email does not appear, ask a property administrator to confirm that your URBI account uses the sending address, then send it again from the recognized address.

An email result appears in the property log when URBI can connect the attempt to that property.

Reply saying you are not allowed to file bills

What it means: URBI recognizes your email address, but your account is not allowed to file bills for the address you used. For privacy, the reply does not name the property.

What to do:

1. Confirm that you used the intended receipts address.
2. Ask the property administrator to confirm that you are a member and have the Manage Expenses permission.
3. After your access is corrected, send the email again.

The privacy-safe reply explains the access problem without naming a property.

Reply saying URBI could not tell which property the email was for

What it means: URBI recognizes your email address, but the receipts address is not connected to a property.

What to do:

1. Open the intended property in URBI and copy its current receipts address from HERO Receipts > Inbound email log.
2. Send the email again to that address.
3. If the address shown in URBI produces the same reply, contact hello@myurbi.co and include the receipts address and the approximate sending time.

Copy the current address from the intended property's inbound email log.

Reply saying no readable attachment was found

What it means: The email arrived without an attachment URBI could use. The attachment may have an unsupported file type or may exceed a file or email size limit.

What to do:

1. Attach the receipt as a separate PDF, JPG, PNG, or WEBP file, not as a cloud storage link.
2. Keep each file at or below 10MB and keep all attachments in the email at or below 25MB in total.
3. Check the Inbound email log for the exact reason each attachment was dropped, then send the corrected email again.

Dropped attachments are listed with a plain language reason.

Reply saying email receipt forwarding is not available

What it means: Email receipt forwarding requires a PREMIUM subscription, and the property is not currently eligible.

What to do: Contact your URBI account manager or hello@myurbi.co to discuss the property's plan.

Reply saying URBI ran into a problem

What it means: URBI received the email from an authorized sender, but an unexpected problem stopped the receipt from being staged. No expense was created.

What to do:

1. Check the Inbound email log for the recorded result.
2. Wait a few minutes, then send the receipt again.
3. If the second attempt fails, upload the receipt through Accounting > Expenses > HERO Receipts > Queue, then contact hello@myurbi.co with the property, sending time, and attachment name.

A processing problem remains visible in the log.