FAQ: Troubleshooting known bank-specific issues

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Christina Dobryzynski
Christina Dobryzynski Expensify Success Coach - Admin, Expensify Team, Expensify Student Ambassador Posts: 267 Expensify Team
edited August 2022 in Integrations and API

Some banks have different nuances or requirements before importing - here's a list of known issues with certain banks you can reference, along with recommended workarounds or next steps. If your bank is not shown and your issue is not covered in this article, please Contact Us.

American Express Business 

If you have multiple card programs for your Amex US Business account, before you can import them to Expensify, you will need to contact Amex and have them separate the multiple card programs to separate logins.

As an example, you would need to have your Business Platinum cards under “username1/password1”, and Business Gold cards under “username2/password2”.

If you have tried to connect multiple business card programs through one username/password in Expensify, your connection will not work. To resolve this, reach out to American Express and request a unique/separate online banking credentials for each card program.

American Express (Australia and UK) 

We are currently experiencing issues connecting to American Express cards issued in Australia or the UK. Please do not attempt to use the US-based connection, as this is not supported and it will not work reliably. In the meantime, you'll want to use our company card or personal card spreadsheet import method.

Brex

Brex cards can only be imported as Company Cards in the Domain. There are a few nuances to this connection to be aware of if you're running into trouble:

  • When you first import your Brex cards to Expensify, we will only be able to pull in any cards active within the past 5 days. However, after the cards are added, we will pull transactions from the past 30 days.
  • The cards will be available for assignment in the Domain if/when they've had activity within the past 5 days.
  • If you see the message in the Domain "All available accounts have been assigned," that means that all cards active within the past 5 days are assigned.
  • If you cannot find the transactions after assigning the cards, you will need to log into your Expensify account again, wait overnight, or manually update the cards in order to bring in transactions. For context, the cards won't be updated immediately after assignment.
  • If you're being redirected back to the Expensify homepage and cannot assign the cards, this is probably happening because you're attempting to import cards too many times. Try again after 24 hours.
  • If you are unable to establish a connection, please double check your Brex credentials. Only Brex Master Admin's will be able to connect via Expensify. Users with Bookkeeper credentials will not be able to establish a connection.

Citi Business

We've upgraded our Citibank card feed with a new API to provide a more reliable and secure connection for our users! The new API connection supports CitiBusiness cards, with a few exceptions. Below you can check the business cards programs that are not supported by the new connection:

  • Amex Chairman
  • Citi Branded Business Credit Cards — e.g. Amazon
    • Note: Costco Cards branded cards can be connected but the connection is not stable.
  • AT&T Business

If your card account isn't supported by the new API, we recommend reaching out to Citi to see if your organization is eligible for a commercial Visa or Mastercard feed. You will need to contact Citi about this (you will likely be required to be on a commercial tier of service with them, as opposed to something like small business). Otherwise, your best bet will be to use the our company card or personal card spreadsheet import method.

Navy Federal

We're no longer able to connect to Navy Federal's system to import expenses due to an IP block from their side. Your best bet will be to use the our company card or personal card spreadsheet import method.

PNC

We're no longer able to connect to PNC cards.

If your PNC cards are corporate cards, you can contact your bank relationship manager to see if your card program is eligible for a commercial Visa or Mastercard feed.

SVB

Like some other banks, SVB requires Direct Connect in order to connect to third party services such as Expensify. You will want to contact SVB to request this is activated (simply ask for Direct Connect; do not mention Expensify as this will likely cause them to tell you they don't support Expensify--an FAQ above). They will provide you a PIN to use to connect in place of your online banking password.

You will notice that there are two SVB options to choose in Expensify: SVBConnect.com and SVB Direct Connect. Both options can be used to connect your card, and they are listed there to provide an alternative in case you are having issues using one or the other.

If you're connecting to SVB via Settings > Domain > [Domain Name] > Company Cards, you'll want to contact SVB to get setup with a CDF feed. Check our doc here for help with this.

USAA

We no longer support a connection with USAA. USAA users will need to import their transactions to Expensify via our company card or personal card spreadsheet import method.

Commonwealth Bank of Australia

We no longer support a connection with Commonwealth Bank of Australia. Commonwealth users will need to request a CDF/VCF (select Mastercard or VISA from the company card import screen for guidance) Commonwealth for automatic transaction import. They can also import their transactions to Expensify via our company card or personal card spreadsheet import method.

Wells Fargo

Wells Fargo requires Direct Connect to be enabled (similar to SVB, and PNC). You will want to contact Wells Fargo to request the direct connection is activated (simply ask for Direct Connect; do not mention Expensify as this will likely cause them to tell you they don't support Expensify--an FAQ above). They will provide you a PIN to use to connect in place of your online banking password.

Recently, Wells Fargo made a change which resulted in many customers disconnecting and who simply needed to reduce their password to less than 14 characters to reconnect. If you're experiencing issues with a current Wells Fargo connection, try changing your password and make sure the new password is less than 14 characters long (even if this is already the case, change it anyway). Then attempt to connect your card again.

Want to hear first-hand about the current status of our site/connections? Please visit the Expensify Status page and subscribe for updates here.

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Contacting Us

First, please read the FAQ article and Known Issues (above) to make sure the issue is not covered there first. 

If what you're experiencing isn't covered there, and you need to reach out to concierge@expensify.com, please be sure to include specific information that will help us more quickly investigate your issue. This includes things like: 

  • Specific examples of affected expenses
  • The email address of the user, if it is not your own account
  • A way to identify which card is affected (e.g., the last 4 digits of the card), the name of the bank that issues the card, what type of card it is (Visa, MasterCard, American Express), etc - essentially anything that is pertinent to the issue at hand. This will help us resolve your issue more quickly!

PLEASE DO NOT SEND US SENSITIVE BANKING INFORMATION! These include, but are not limited to credit card numbers, online banking passwords, and CVV codes. While Expensify will never do anything malicious with this information, and we will scrub it from our systems when it happens, we cannot guarantee the security of the networks over which it will have been sent to get to us. If you have accidentally done so, we always recommend contacting your bank to let them know this information was transmitted over the internet so they can help recommend the next best steps.

Have a question?

  • Feel free to post a general question in our community for all community members to see. You can start a discussion here!
  • Have a specific question about your Expensify account? Please email us at concierge@expensify.com or contact us through the mobile app. We can’t support troubleshooting bank import issues in the public community space.

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