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Citibank Costco Visa Credit Card Import

LLFLLLFL Expensify Customer Posts: 1
Hello! Has anyone had trouble connecting to Citibank via the "Import Bank/Card" option? After entering our credentials on the Citibank sign in screen, we get the following error message: "We're sorry. Your request has failed due to an internal error or server unavailability. Please try again later."

We tried multiple times in Firefox and Chrome, cleared our browser caches, tried with and without Incognito or Private browsing, and tried on a different computer -- all with the same error message.

We were connected just fine until two days ago when we deleted our connection. We deleted the connection because we noticed a slew of credit card transactions that weren't being reflected in Expensify. Those transactions coincided with the time we received a new card with a new number, so we thought reconnecting might fix the issue -- BIG MISTAKE!

Support responded to our initial chat. They have been non-responsive for the past 24 hours.

This post says there should be no problem connecting our Citibank Costco Visa card: https://community.expensify.com/discussion/4206/take-a-look-at-our-new-citibank-connection

This post says there is a problem with connecting Citibank Costco Visa: https://docs.expensify.com/en/articles/1783251-troubleshooting-known-bank-specific-issues

Not sure which post is correct. We had no problems before.

Answers

  • Katie OswaltKatie Oswalt Expensify Success Coach - Admin Posts: 150 Expensify Team
    Hi, @LLFL ! I'm really sorry about this frustration. We've had a few other reports of this with Citibank and it seems that there is a temporary issue on the bank's side. Unfortunately, there is nothing that we can do until it is resolved. Could you please try to connect again at a later time? 
  • ssellersssellers Expensify Customer Posts: 1

    I have been fighting the Citi Bank set up for two months. All the transactions come in under the main account and there are no other account numbers listed to assign to employees. I have read all I can find on credit cards and tried chatting and emailing. No one is able to help. Very frustrating. Our Chaseink card was a breeze so it is not that I am doing it incorrectly.

  • Maddy LewisMaddy Lewis Expensify Success Coach - Admin Posts: 68 Expensify Team

    Hi @ssellers - Visibility issues like this may be due to a setting, limitation or permission issue on the cards. As a first step, I would recommend talking with your account manager at Citi to see if they are able to make any adjustments on their side so that the transactions are connected to each individual card instead of one parent card. 

    You may also have the option to update the configuration so that each user is able to log into their individual cards from your CitiBank account.

    That said, if you have continued issues with your credit card feed, please write to us at [email protected] so that I can review your account setup! Thanks!

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