Inavlid document error when forwarding to

Since you mentioned that both documents contain the same information and you're already following the requirements, let's try logging out of your account and signing back in using an incognito/private browser window to start fresh. This browser mode contains no historical cache data, which often causes inconsistent behavior like this.

Looking forward to your reply so we can assist you further!

Thank you for the quick response!

I opened QB in a private / incognito browser, forwarded the pdf to the expenses address, but still got the same error. 

In case useful, here's the type of info in the pdf - full name of the payee, their email, and itemised expenses to be reimbursed + sub total amount (table format)

Thanks for the swift response!

I opened a private / incognito browser, logged into QB, forwarded the pdf to the expenses email address, but still got the same error. 

In case useful, here's the info on the pdf - full name & email of the payee, project name, itemised expenses + subtotal

To successfully forward receipts and bills into QuickBooks Online, double-check that you meet all the system requirements, even if you’ve already completed the setup.
 

First, ensure you are in Business view and that an admin has explicitly turned on your permission toggle under All apps > Accounting > Receipts > Manage forwarding email. Turn on the toggle for each user you want to give permission, then select Close.
 

Attachments must be in PDF, JPEG, JPG, GIF, or PNG format, sized strictly between 46KB and 20MB, and each individual file/image must contain only one receipt. Finally, confirm you are sending to your exact custom @assist.intuit.com address. Email addresses with a plus sign (+) may not be processed correctly due to Gmail routing restrictions.

Let us know if you have further questions or concerns.

Hello!

Thank you for your response. 

Everything is set-up correctly, following the guidelines, we're always sending PDFs and in the suggested file size. I don't think gmail is the issue because I do get the "We got your mail" email from QB and I see it processing in QB too. The forwarding works for invoices just not for processing reimbursements. 

Cheers,

@elza1Thanks for the details and screenshots. Here's what's likely happening: your reimbursement forms are probably fillable PDFs (the kind where you click and type into fields). QuickBooks' receipt processing works best with flat, simple PDFs — and fillable forms can confuse it, which could be why you're seeing that 'Invalid Document' error.

The good news is there's an easy workaround to try. After filling out the form, instead of forwarding it directly, save or print it as a new PDF first. This creates a static, flat version that QuickBooks can read without any issues. Then forward that version to your expenses email as usual. Your original form template stays the same — you'd just do this one extra save step each time before forwarding.

Give it a try and let us know if that does the trick!

So the client forwards her receipt from a Stripe system. I forward the email and then remove my business card pic, and delete down to the original email information, as if I am forwarding it for the first time. Please see the attached .pdf. I used to not do this, and that caused problems.

Recently, when I went to the receipts page, a pop-up showed an error for all of the emails I have sent. I think it says that it cannot load an image.

Can you guide me as to what might be happening?  

Any direction is appreciated.

Warmly,

Sarah Wayland

What exact error message appears in that pop-up? Sharing the specific wording will help point out what is causing the image issue on the receipts page, or it will help get you to the right team if it's something that needs to be escalated beyond the Community.

Let us know, and we'll be ready to help with next steps.