Frequently asked questions

Common questions about Recognito. If you don't find your answer here, the relevant sub-section in the docs likely has it.

What is Recognito?

A structured-document extraction platform. You upload documents — invoices, receipts, certificates, anything with a repeatable layout — and get back the extracted data plus any enrichment you configure (vendor lookups, GL coding, approver routing, ERP-shaped exports).

See What Recognito is for the longer version.

Who is Recognito for?

Three audiences:

• Assignees (the majority of users) — AP clerks and accountants validating extracted data day-to-day. (Assignee is Recognito's term for the person responsible for a document; older material sometimes says "reviewer".)
• Admins — setting up projects, fields, mapping rules, integrations.
• Developers — integrating Recognito with downstream systems via API and webhooks.

The product's go-to-market focus is accounts payable, but the platform handles any structured document with a repeatable layout.

How do I get started?

1. Sign in at app.recognito.io. Use the credentials your admin shared, or sign up directly.
2. Read the 5-minute quick start to upload your first document.
3. For admins, Configuring Recognito has the setup walkthrough.

If you'd prefer to read the mental model first, How Recognito works is the 5-minute orientation.

What document types does Recognito support?

Three prebuilt models:

• Invoice — the most common type; the model is tuned for invoices and invoice-like documents (POs, delivery notes, receipts with invoice-style layout).
• Receipt — point-of-sale receipts.
• Handover & Acceptance Certificate — formal handover documents (construction, engineering, manufacturing).

Plus custom models for other document layouts — request via your account manager or Recognito support.

What file formats does Recognito accept?

PDF and these image formats: PNG, JPEG, GIF, BMP, TIFF, WEBP, SVG. Word, Excel, and plain text aren't accepted. Convert to PDF first.

How do I upload documents?

Four channels:

• Drag-and-drop in the Documents view.
• Email — every project has its own inbox. Forward documents to that address.
• API — programmatic uploads for custom integrations.
• Drag-and-drop in Studio's left rail.

For setup details, see Configuring → Capture channels.

Why is my document stuck in Processing?

Extraction takes seconds to a couple of minutes depending on document complexity. If a document has been in Processing for more than 10–15 minutes, refresh the Documents view. If still stuck, contact Recognito support.

Why is my document in Needs action?

The document's page count exceeded your project's auto-scan threshold (default 5 pages). Open the document, click Process, and pick which pages to actually scan.

For long-document projects, ask your admin to raise the threshold in Settings → General.

Why didn't my Mapping populate?

Most common cause: the entity used by the Mapping definition doesn't have a row matching the document's extracted values. The lookup ran, found no match, and silently wrote nothing.

Check the entity. If the matching row is missing, add it, then use Reset data on the affected field. See Adding a new vendor mid-review for the worked example.

Why didn't my workflow fire when I changed a field?

A few possible causes:

• No workflow watches that field. Check Settings → Mapping → Workflows for a workflow with that field as a trigger.
• The workflow fired but didn't write anything. The lookup ran but found no matching entity row. Silent no-op.
• You expected workflow chaining. Workflows don't trigger other workflows — only their own configured trigger fires them. Inline the steps in one workflow.

See Cascade rules for the full treatment.

What does —Not set— mean?

Recognito's systematic empty marker. Distinct from a literal empty string or zero.

A mandatory field with —Not set— blocks the Validate button. Fill it in to proceed.

Why can't I click Validate?

At least one mandatory field still has —Not set—. Scroll through the right pane, find the empty fields, fill them in. The button enables once every mandatory field has a real value.

How do I delete a document I uploaded?

Documents in Pending or Duplicate status can be deleted by users with Default Actions permission. Documents in any other status require the Override permission.

If you can't delete what you need to delete, ask an admin.

How do I share a saved view with my team?

Save the view, then share it via the view's share affordance. Recipients get their own independent copy — your subsequent changes don't propagate to them. To distribute updates, share again.

See Saved views.

Can multiple people edit the same document at the same time?

The product doesn't surface real-time collaboration today. If two users open the same document simultaneously, neither sees that the other is editing. Edits use last-write-wins on individual fields.

For most reviewer flows, this isn't an issue — documents are typically worked by one assignee. For higher-concurrency cases, coordinate via your team's process.

What's the difference between Document Status and Approval Status?

Two independent state machines:

• Document Status answers "has the system finished its work on this?" Values: Processing, Done, Exported, plus the Needs action branch.
• Approval Status answers "has a human signed off on this?" Values: Pending, Validated, Approved, Rejected, Duplicate.

A document can be Done and Pending simultaneously. See Statuses & what they mean.

How do I get an API key?

API keys are created at Settings → Organization → API Keys. Requires org-owner role.

Pick the scopes the key needs (Upload documents, Get documents, etc.). The token is shown once — copy it before navigating away.

How do I report an issue or get help?

Several paths:

• Account manager — for billing, contract, and feature-roadmap questions.
• Recognito support — for product issues, bugs, and how-to questions not covered in the docs.
• Your admin — for permissions, project-level configuration, and Mapping setup help.

For developers, the API Reference has the endpoint specs.

Where can I find the API documentation?

API Reference. Covers authentication, endpoints, webhooks, and the custom response schema.

Does Recognito support SSO?

You can sign in with Google or Microsoft — OAuth-based single sign-on using your Google Workspace or Microsoft 365 identity, with no separate Recognito password. Admins can also restrict, per user, which sign-in methods are allowed.

See Single sign-on for setup and per-user restrictions.

How does pricing work?

Pricing is page-based: your plan sets a monthly allowance of pages run through the extraction engine. Document volume, custom models, and any other specifics vary by contract — talk to your account manager.

What languages does Recognito support?

The product UI is English. Recognito doesn't publish a list of supported extraction languages — the test corpus includes non-English (for example, Lithuanian) invoices, but exact coverage isn't documented. If a specific language matters for your documents, confirm it with your account manager; a custom model is the route for anything the base engine doesn't handle well.

How long does Recognito keep my documents?

A document's data stays available while it's in the project. Recognito doesn't publish self-serve retention windows or deletion guarantees today. For specific requirements — GDPR right-to-erasure, regulated-industry retention — talk to your account manager about contractual terms.

Can I export everything if I leave Recognito?

Yes. Approved documents can be exported via the standard channels (clipboard, CSV, Excel, print) or via the API. For full-data export at contract end, talk to your account manager.