Member Tools App - Payment Requests Not Submitting

As ward clerk, I submitted a payment request for a primary leader through the Member Tools app with an attached receipt image. It shows up under the heading of Submitted and next to it is a little yellow cloud with a refresh symbol inside of it. I don't see the request on the LCR side of expenses. I tried updating the app, doing a full stake refresh and the payment request doesn't change and doesn't appear to have actually submitted.

It doesn't allow me to delete or do anything with the request in the app. I'm worried if I submit it through LCR, then this one will eventually flow through and cause a duplicate reimbursement.

What does the little yellow cloud refresh symbol mean? How long should it take for the request to show up in LCR? Why can't I delete a submitted request within the app if it appears to be stuck?

The refresh symbol means Member Tools has not sync'd/updated. Do a manual update by selecting the menu icon (hamburger icon in the blue menu bar), then tap Update, then tap MANUALLY UPDATE. How you have automatic updates set up determines whether MT updates using your phone service provider or over wifi. Make sure you have a good internet connection before doing the manual update. There have also been issues with LCR > Finance over the past few days and when your app did an update automatically it may have run into the finance server issues.

Thanks for the reply. I've tried manually updating several times yesterday and today with automatic updates selected (included screenshot) and it still hasn't gone through.

My relief society president also contacted me this morning with the same issue on a payment request she submitted.

Any other ideas on why these are getting stuck?

Perhaps a service is down. I'd suggest calling support so they can open a ticket.

russellhltn wrote: Wed Dec 22, 2021 1:02 pm Perhaps a service is down. I'd suggest calling support so they can open a ticket.

May not be relevant, but this morning I was having issues with entering expense claims in LCR. The system wouldn’t upload files. Tried several times, but with the same results!

Maybe there are issues with the servers?

That's interesting you mention that. I've also had issues submitting on LCR as well and thought I would try with the app. That's where I got stuck not knowing if the one in the app will go through.

In LCR I get everything entered and images attached and when I click submit I get the Uh-oh sorry for the inconvenience page and it kicks it to the approve with paper receipts bucket and I have to reject it.

Separate issue but might be relevant. I was going to submit that on the forum as a separate topic but this one on the app is more concerning with it being stuck.

I just called the global service center and they said the developers are aware of issues with submitting expenses and to wait and check back later. Not sure how long it will take but good to know they're working on it.

Was this ever resolved? I tried several times with one submission in December and finally gave up because every time I tried to submit it through tools it would sit like that. Then tonight I tried submitting three receipts and only one went through. I'm wondering what I did wrong with the other two... And am not looking forward to resubmitting all the receipts on the desktop.

I'm not sure whether anything was fixed. I ended up uninstalling the mobile app and when I reinstalled it the stuck expense was gone so I was comfortable resubmitting it through the website.

My guess is if you submitted something in the app and it didn't go through, then it's stuck and you'll have to reinstall like I did.

I no longer submit expenses through the app and only use the website. I've seen other issues where someone submits through the app and it comes through twice on the website so I have to chase it down to confirm and reject the duplicate. Very frustrating.

I'm a ward clerk - as of 2/2/2021 I am still getting reports from members asking if expenses came in that they tried to submit on their phones and I don't see any of them, so this feature still seems to be broken.

-Brett

We've been seeing the same thing in our ward. As a bishopbric member, we've been submitting these through Tools for some time. Lately, they've just been stuck with the yellow cloud and not processing through to the approval point. Eventually it will kick back but it can take 6+ weeks. Any thoughts?

carrcoli wrote: Sun Feb 06, 2022 8:38 am Any thoughts?

I'd suggest contacting support.

Same here. Several members continue to report that payment requests via the app just sit as submitted with the yellow cloud icon. They don't end up making it to LCR.

Having had this same issue - and reinstalling the app - I no longer have the finance option it looks like. So I'm guessing there are issues and they have hidden the feature.

scl1982 wrote: Sat Apr 02, 2022 4:57 pm So I'm guessing there are issues and they have hidden the feature.

I just checked and it is still there. Whether it works, or not, I can't tell because I haven't needed to use it since the problem reported started.

I was having similar issues and reimbursement requests were not going through, so we recreated and submitted them in LCR. In troubleshooting the issue today I uninstalled Member Tools on two different android devices and then reinstalled it. The finance option is no longer available on either device now, so I'm guessing it has been disabled for now.

We are going to instruct our auxiliaries to return back to submitting via LCR until the issue is resolved. We have had several requests not go through from various leaders now, and some receipts have been tossed assuming they were scanned and submitted.

ambeutler wrote: Tue Apr 05, 2022 10:27 amWe have had several requests not go through from various leaders now, and some receipts have been tossed assuming they were scanned and submitted.

I always asked members to bring the paper receipts to me, even though they had been electronically processed. I figured my filing cabinet is a better place for them than their trash cans. However, I don't think anyone ever did bring them in for filing. Oh well.