Deep Dive: Troubleshooting Credit Card issues in Expensify

Isabela Stisser
Isabela Stisser Expensify Team, Expensify Student Ambassador Posts: 200 Expensify Team
edited May 2021 in Deep Dive Docs

Bank connections are mostly stable, but sometimes they break because of changes made on your banks’ servers we connect with to import transaction data. For context, banks occasionally make changes to their server's/code/etc. since they are dealing with valuable and confidential information. When bank connections break, our engineers will then try to resolve the connectivity issue, mostly in cooperation with the banks. 

Your card connection might also break because of changes in your account, like a password or username change, or a change in your credit card number. When this happens, Expensify will stop automatically importing your expenses, and you will need to head to your Expensify account to fix the connection and update your information.

Below you can find guidance on how to troubleshoot and fix your broken credit card connection!

I'm trying to import my credit card to Expensify, but I keep getting errors, what do I do?

First, you need to make sure that you're trying to import your card in the right place in Expensify, and that you're choosing the proper bank connection in the product. 

For personal cards, you will want to import the card via Settings > Account > Credit Card Import > Import Card/Bank. 

For company cards, you will want to import your set of cards using the master administrative credentials via Settings > Domains > Company Cards > Import Card. 

Some banks have different nuances or requirements before importing, and you might want to check the instructions outlined in the help article below before attempting to connect your card:

Troubleshooting: Known bank-specific issues

If there’s an issue with your credit card import attempt, we will display an error message in your account, and you will have more insight on the error and instructions on how to successfully import your card moving forward. In this help article, you will also find a list of common card errors and troubleshoot steps for initial card import.

Keep in mind that there are also certain things that we won’t be able to overcome, such as two-factor authentication. 

My card is already connected to Expensify, but the connection is broken. What do I need to do to fix the connection?

The first thing you need to check is if your bank information has changed. Did your banking password change and you haven't updated it in Expensify? Did your banking username or card number change? Also, if your security questions changed or the answers aren’t stored in Expensify, we won’t be able to answer them to get to your account list, and you’ll need to fix that in Expensify.

If you answered yes to any of the questions above, you would need to update this information in Expensify and reestablish the connection manually. It’s important to know that Expensify cannot automatically update this for you.

If your personal information has changed, all you need to do is head to Settings > Account > Credit Card Import in your Expensify account (this is for personal cards only) and click on “Fix.” You will be prompted to enter the new credentials/updated information, and this should reestablish the connection.

If these are company cards, a Domain Admin can fix the connection by heading to Settings > Domains > Company Cards > Fix. You will be prompted to enter the new credentials/updated information and this should reestablish the connection.

Domain Admins, check out this help article for instructions on how to assign, unassign and update company cards.

What are the most reliable connections in Expensify?

As part of the Expensify Approved! Banks program, Expensify has partnered with major banks around the world to provide a seamless import of credit card transactions to users' accounts. Below you can find a list of banks with the most reliable connections in Expensify:

  • Bank of America
  • Citibank
  • Capital One
  • Chase
  • Wells Fargo 
  • Amex
  • Stripe
  • Brex

The Expensify Card is the world’s smartest corporate card in town, thanks to market-first daily settlement, unapproved expense limits, and real-time compliance features that enable the highest spend within the safest limits. You can find more information and instructions to apply for the Expensify Card here.

Commercial feeds are also one of the most stable connections in Expensify. If you have a corporate or commercial card account, then you may be able to access a daily transaction feed where expenses are sent to Expensify by Visa, MasterCard, and American Express. Contact your banking relationship manager to see if your card program is eligible.

If none of the instructions provided in the help articles above fixes the issue, you will need to reach out to [email protected], and our team will be able to request more information about your bank account and troubleshoot the issues by checking the card logs.

Important note: Because you will need to provide information about your bank account, we cannot troubleshoot bank and credit cards issues in the Expensify Community. Please reach out [email protected], and the team will be happy to help!

Related articles:

Have a question or want to know more? Start a discussion here!