Troubleshooting Receipt Uploads for Offers

If you’re having trouble uploading a receipt for an Offer you’ve redeemed, don’t worry - there are a few common reasons this can happen, and in many cases you can quickly resolve the issue yourself!

When you upload a receipt, our system automatically reviews it to confirm that all required information is present and readable. If the system can’t verify your receipt right away, you may be asked to:

• Re-upload your receipt

• Add missing information

• Wait while a Hummingbirds team member reviews it manually

Our system needs to identify where the purchase was made.

Sometimes the retailer logo is visible, but the retailer name itself is not readable. When this happens, the receipt may be flagged as missing retailer information.

If this is the issue, you’ll be prompted to re-upload your receipt or manually select the retailer from a dropdown menu when resolving the upload error.

We must be able to verify the purchase date on your receipt.

If the date is cut off, blurry, or unreadable, your receipt may be flagged as missing a date.

If this happens, you’ll be prompted to re-upload your receipt or manually enter the purchase date before resubmitting your receipt.

Line items are the individual products listed on your receipt.

This error usually means that:

• The receipt image is blurry

• The receipt is partially cut off

• The wrong image was uploaded

• A digital receipt, screenshot, or online order confirmation was uploaded instead of a printed receipt

• The purchased product cannot be clearly identified on the receipt

• Part of the receipt is covered or obscured

If line items cannot be read or verified, you’ll be asked to upload a new image of your receipt.

We recommend taking a new photo of the original printed receipt and ensuring:

• The entire receipt is visible from top to bottom

• All text is clear and readable

• Nothing is covering the receipt

• The image is in focus

• The receipt is placed on a plain background without patterns or additional text

Using the original printed receipt typically provides the most reliable verification experience and helps prevent delays in processing.

If your receipt is missing a retailer, date, or readable line items, you may be asked to reupload your receipt or provide additional information, or your submission may be sent for review.

If the issue continues after multiple attempts, or if the receipt requires additional review for another reason, it will automatically be escalated to a member of the Hummingbirds team.

Our team will review escalated receipts within 3 business days.

After review, we will either:

• Approve the receipt

• Deny the receipt and provide a reason for the denial

Following these best practices can help prevent receipt upload issues.

Whenever possible, upload a photo that shows the entire receipt from top to bottom.

Please do not crop your receipt.

If the receipt is too long to fit clearly in a single image, upload multiple images rather than cropping portions of the receipt.

Place your receipt on a blank, solid-colored surface before taking a photo.

Avoid:

• Patterned backgrounds

• Printed materials

• Other papers

• Surfaces with text or graphics

Background text and patterns can sometimes be mistakenly interpreted as receipt information.

Before uploading, confirm that:

• The image is in focus

• All text is readable

• Nothing is covering the receipt

• The receipt is lying flat

Blurry images are one of the most common reasons receipts cannot be verified.

If possible, take a single photo that captures the entire receipt.

While multiple images are supported, one clear image of the full receipt often provides the most reliable results.

Please ensure you upload the original printed receipt you received at the time of purchase.

Physical receipts are required whenever one was provided by the retailer. Digital receipts, screenshots, email confirmations, retailer app receipts, online order summaries, bank transactions, and credit card statements should not be uploaded in place of a printed receipt.

Our receipt verification system is designed to review physical store receipts and may not be able to reliably verify digital receipt formats. Uploading a digital receipt when a printed receipt was available may result in delays, manual review, or denial of your receipt submission.

In most cases, you do not need to contact support immediately.

First, follow the instructions provided during the receipt upload process and use any available opportunities to correct and resubmit your receipt.

If your receipt requires additional review, it will automatically be escalated to the Hummingbirds team for manual review.

Our team will review escalated receipts within 3 business days and notify you once a decision has been made.

If your receipt is denied or shows "redemption failure", we’ll provide common reasons for the denial.

If you believe your receipt was rejected in error, you may submit a Receipt Appeal.

Link to Submit a Receipt Appeal

When submitting an appeal, please include:

• The receipt in question

• A detailed explanation of why you believe the receipt should be approved

• Any additional information that may help our team review your case

Providing complete information helps us review appeals as quickly as possible.