When a cardholder makes a purchase on a business card, connected to Melio through Expense Management, they are sent a text message or email prompting them to upload their receipt. If your cardholder says that these messages aren’t being received, there are a few common reasons why.
In this article:
- Why your cardholder may not have received the text
- Where to check for issues
- How to correct or update cardholder information
- Still unable to send receipt requests to your cardholder?
Why your cardholder may not have received the text or email
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The phone number or email address on file is incorrect
If the phone number entered for the cardholder has a wrong number in it or is for the wrong person, the text will not get through to them.
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The cardholder needs to be added, or was previously removed
If a card was connected without a cardholder assigned, or if the cardholder was archived, there's no valid recipient for the text to go to.
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The cardholder isn’t assigned to the correct card
When adding a cardholder to expense management, you will need to assign them to the card they need to provide updates and receipts for. If they are not connected to the right card, they won’t receive the texts.
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They unsubscribed from Melio text messages or emails
Every receipt request text and email from Melio includes an opt-out option. If your cardholder clicks the link to remove themselves from being contacted about receipts, they will no longer receive texts or emails for Expense Management.
If the cardholder has opted out of receiving texts or emails, they cannot opt back in. In order to have the cardholder receive messages again, they will need to first be archived and then added back as the business card cardholder. To see how to manage your cardholders, please review this guide.
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The cardholder didn’t opt into receipt notifications
When the cardholder is assigned to a card, they are notified to accept messages regarding receipts. If this person doesn’t confirm that they want to receive these messages, they will not see the text or email about uploading a receipt.
Where to check for issues
The main area you can check your cardholders' information is the Cardholders tab.
1- From the Melio dashboard, go to the Cardholders tab.
2- Check whether the affected cardholder appears in the Archive or Pending tab instead of the active list.
Important!
If the cardholder is listed in the Archive tab, it means that they have been removed from the card(s) they were assigned to and won't receive texts about transactions or receipts. If the cardholder was archived, they cannot be unarchived. Instead, they will need to be added again to Expense Management and re-assigned to the card.
Cardholders added with only a phone number will appear in the Pending tab. These cardholders can still be assigned a card, but if they haven't agreed to receive texts, they won't be notified to upload receipts.
3- If the cardholder experiencing the issue is listed on the Active tab, you can view their details by clicking on the View button or the three vertical dots to open up the Cardholder details drawer
4- While in the drawer, you can review the cardholder’s phone number, confirm if it’s correct, and if they’re assigned to the correct card.
How to correct or update cardholder information
If the phone number or email address is incorrect:
1- Go to the Cardholder tab
2- Locate the cardholder that needs to have their details updated
3- Open up the Cardholder details drawer by clicking the View button or the three vertical dots
4- Update the cardholder's phone number or email address and then click on the Save button to ensure it’s updated!
While in the drawer, you can also check that the cardholder is assigned to the correct card!
5- Select Resend to send the receipt request again.
You can resend a receipt reminder once every 24 hours, up to a maximum of 2 reminders per transaction.
Still unable to send receipt requests to your cardholder?
If you've reviewed this guide and followed the troubleshooting steps, and your cardholder is still not receiving texts or emails for Expense management, there may be a technical issue that needs to be resolved. While this is uncommon, Melio Support is here to help.
Please review this guide on how to reach out to us for assistance.