Help Center / Troubleshooting

Common issues for employees

Running into a problem in Light? Here are some of the most common issues and how to fix them yourself.

Can't log in

Try these steps:

  1. Check that you're using your company email address
  2. If your company uses single sign-on (SSO), make sure you're clicking the SSO login button, not entering a password
  3. Try resetting your password—click "Forgot password?" on the login page and follow the link sent to your email
  4. Make sure you're going to the correct URL: app.light.inc
  5. Clear your browser cookies and try again

If these don't work, reach out to your company's IT or finance team to confirm your account is set up.

Receipt upload fails

This usually means one of two things:

  • File is too large — Try compressing the image or converting it to a smaller format
  • Wrong file format — Light accepts PDF, JPEG, PNG, HEIC, HEIF, and TIFF. If you have another format, convert it first

Quick fix: Try uploading a JPEG version of your receipt instead. JPEGs are usually smaller and always work.

Card transaction not showing

Card transactions usually appear in Light shortly after you pay, as soon as the payment is authorized. If a payment is declined, you'll get a notification explaining why.

If some time has passed and you still don't see the transaction, check that:

  • The payment actually went through (Light is your card issuer—if in doubt, check with the merchant)
  • You're looking in the right time period
  • The amount matches what you remember

Still stuck? Contact your finance team.

Expense rejected

Your expense report was rejected. The rejection notification includes the reason from your finance team—it explains what went wrong.

Common reasons:

  • Receipt is blurry or doesn't show the amount
  • Expense doesn't match your company policy
  • Description is missing or too vague
  • Category was wrong

Next steps: Use the link in the rejection notification to reset your expense report, then fix the issue and resubmit. If you're not sure what's wrong, ask your finance team.

Approval task missing

Can't find a task you know was assigned to you?

  1. Go to your Tasks page
  2. Check the filters at the top—you might have filtered out the task type you're looking for
  3. Try removing filters or clearing the search box
  4. Refresh the page

If you still can't find it, it may have already been approved by someone else or reassigned.

Was this article helpful?

Book a demo