Problems submitting reimbursements online

Ward Finance Clerk here, relatively new to the calling. I know that certain members, based on their callings, call submit reimbursement requests on their phone through the Tools app. It's great when it works, but lately I've had several members come to me and tell me that it's not working. One sister in the primary says he recent request just says "error" on it and she can't figure out why. Another sister who had previously submitted several requests this way now can't because every time she tries it's left as "pending". I don't know what to do to help these members get their requests submitted through the Tools app. I just tell them to get me the receipts and we'll do it the old fashion way. But I'm hoping that someone can direct me to some resources to help me figure out why this happening. I thought maybe something was off with the coding for the whole ward as I had not gotten any online requests in awhile, but I just got one from the Relief Society President today, so it must be working. Any resources would be helpful. I hear that this can only be done on Android phones, I have an iPhone, so...plus I'm not in a calling where I can submit requests, so I have no experience with the user side of things either.

A couple of suggestions that might help:

1) Ask your stake clerk. He may have things he can check and/or he may know about the issue and possible workarounds.

2) Submit feedback on the Church website and/or have members submit feedback on the app.

3) Contact the Global Services Department.

Are those same members able to submit requests using Leader and Clerk Resources? That would tell us if the problem is specific to the app, vs. something with their account or intermittent web services issues.

Aren't reimbursement requests limited to (primarily) leaders of organizations? For example, a member of the YW presidency can submit a payment request, but a YW specialist cannot. See the Access Table at https://lcr.churchofjesuschrist.org/acc ... e?lang=eng.

This means that a Primary teacher cannot submit the request directly but can send that request to a member of the Primary Presidency. That person can then submit the request.

People who can are authorized to see it, otherwise you can't see it

My wife and I both have the same thing going. Both in callings with access. Both show submitted. Mine was for me, hers was for someone else (she is RS pres). This is broken