Q. We received this error message when we tried to submit expenses to BrightExpenses:
`"message": "A problem occurred ……"` – what should we do?
A. Follow these steps to check and resend your expenses:
1. Go to BrightExpenses
- Visit https://expenses.brightsg.com/
- Sign in with your Bright ID if prompted.
- Check whether the expenses you tried to send are showing in BrightExpenses.
- If they are there, you don’t need to do anything else.
2. If the expenses are not showing in BrightExpenses, reset the sign-in in BrightPay
- In BrightPay, select the expense batch you were trying to send and click Send.
- In the Transfer to BrightExpenses window, click the **spanner** (settings) icon in the bottom corner.
- Choose **Reset Bright ID Authentication**.
3. Sign in again and resend
- Log in again with your Bright ID if asked.
- Try sending the expenses to BrightExpenses once more.
Q. Why are my expenses still showing in BrightPay after I’ve sent them to BrightExpenses and made the Revenue submission?
A. Once expenses have been successfully sent to Revenue via BrightExpenses, they may still appear in the payroll view as a record of the submission. This is expected behaviour — the expenses are not being re-submitted; they are simply retained as a historical record. To confirm the expenses were successfully sent:
1. Go to BrightExpenses and check the submission status — it should show 'Submitted' or 'Approved'.
2. If the status shows 'Pending' or you do not see a submission record, the transfer may not have completed. Try re-sending from BrightPay again.
Troubleshooting — 'A problem occurred' Error When Submitting Expenses
If you see a 'A problem occurred' error when submitting expenses to BrightExpenses, try the following:
1. Log out of BrightPay and BrightExpenses completely, then log back in and retry.
2. Check your internet connection.
3. If the error recurs weekly at the same point, note the exact error code (shown in the JSON response) and contact BrightPay Support
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