Why don't I see the UNSUBMIT button?
Not all features are automatically available for every company. If you can't see the UNSUBMIT button, contact your finance or admin team to check if this feature can be enabled for your organisation.
Why don't I see the Add Expense button?
Once your user profile is set up, you'll need to be assigned account types to claim expenses. If you can't see the Add Expense button, contact your finance/admin team to assign the appropriate Out of Pocket or Allowances account type.
I recently switched phones and need to set up 2-factor authentication (2FA). How do I setup 2FA?
Please refer to the Login Options article to view how to setup 2FA.
Two-factor authentication (2FA) cannot be used by companies that only use single sign-on (SSO) for authentication.
The example provided for un-submitting claims applies only to cash expenses. How do I unsubmit a credit card expense?
Credit card transactions can be unsubmitted, but this feature isn't available for all companies. If you don't see this option, contact your finance or admin team to check if it can be enabled.
What to do if the mobile app isn't working?
Ensure your phone is updated to the latest version of the Zeno mobile app.
If you're still having trouble, contact your finance/admin team and give them all the details you can.
Note - If you encounter any errors, take a screenshot and note the time so the Zeno Expense team can investigate.
My corporate card is active, but bank transactions are not being uploaded to Zeno, preventing approval. Why is this happening?
If you are a new user or have received a new corporate card and you are not seeing any transactions in the system, reach out to your finance/admin team to check whether the transactions have been received and, if so, to link the card to your profile.
How do I change my job title in Serko Expense?
Only admin users can edit user profiles. Please reach out to your finance/admin team for further assistance.
How do I delete a corporate expense?
Corporate card expenses cannot be deleted from the user interface. If there are items that need to be removed, please reach out to your finance/admin team, and they will be able to escalate this with Zeno.
I have several expenses in the Cash & Other Expenses section where I am unable to enter data. Can you please assist?
When you open an item that has been sent to you via email, you will find that you are unable to make any edits to it directly. To enable editing, you must first drag the item to the designated "drop area." This action initiates the claim process for the item. Once the item has been successfully moved to the drop area and the claim process has begun, you will then be able to edit the fields as needed.
My assigned approver has not received my submission for approval. What can I do such that my assigned approver receives the submission for approval?
Submit a request to your finance/admin team to investigate further. They can address your issue and escalate it if necessary.
How do I change my approver?
If you’d like to update or change your approver, it’s a good idea to get in touch with your internal finance/admin team.
How do I change my reporting manager/line manager?
If you’d like to update or change your reporting manager/line manager, it’s a good idea to get in touch with your internal finance/admin team.
Why can't I view thumbnail images of my receipts, or why are the images broken?
If you are unable to view the thumbnail images in an expense, there might be an issue with your browser settings where images on the website are blocked. Your internal IT team should be able to check your settings and confirm. Also, the recommended browsers are the most current version of Microsoft Edge or Google Chrome.