Need a call back now!
I have been trying to reach somebody at Expensify for a month. NO SUCCESS! I am the admininstrator at Barkley. Our credit card transactions for all of our purchasing cards with COMDATA have not been pulling through into Expenify. We cannot do Expense Reports, etc. I speak with COMDATA frequently (they actually have a person with a phone number who is working our account). They tell me the technical issue is with a configuration change that was made at Expensify and they cannot get a response to get this fixed. In other words, they have said the ball is in your court.
How do I get a response for somebody? The Concierge does not good at all. I need to speak to somebody about my issue.
913-269-8094
Answers
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Hi @lmeacham - welcome to the Community! I do see that your company has a connection with CSI Global VCard. Our team is working with the bank to address any outstanding issues.
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That is good to hear. Transactions last flowed from CSI to Expensify on 8/10...a month ago. What is the ETA for getting this resolved? Our company's expense reports are at a standstill. What is the holdup?
Thanks, Lorie Meacham
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@lmeacham I don't have an ETA. Once the update is complete all past expenses that have not imported will be brought in. I'm sorry for the time and trouble with this.
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I am glad that all the missing transactions will come in. But I do need to know when this will happen. If this is not going to be available this week, I am going to have to develop alternative processes internally to be able to pay and process these transactions. And it seems like I may need a new system. What can we do to get a timeline nailed down?
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@lmeacham I have gotten your details to our team that is working on this - we'll be able to get back to you here with an update when one is available.
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Stevie - As a workaround for today, would I be able to send a file to you with our CSI card transactions that you could manually load into Expensify? I need to get expense reports done. This is extremely urgent - looking for a workaround.
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Lame. People want this service for AUTOMATION, not manual entry.
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Or even 'quasi' manual entry and manipulation of spreadsheets.
One can't help but to assume that the business partnerships held by Expensify are failing in a major way.
I face the same issue with AMEX UK.
Customers deserve a straight answer @DBARRETT
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Hi @CloudLasso 👋 I see that you've recently submitted your CSV into Concierge, so we'll help you get that imported asap.
As a reminder, you could be eligible for an Amex GL1025 feed. I recommend reaching out to your bank and seeing if you qualify. More information here.
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Yeah, yeah. I don't qualify for that. I've been on 'chat support' for almost two hours.
All I want is the functionality that I pay for to work again.
AMEX UK feed. when will it work again, or what is the issue?
Honestly, is that too much to ask?
Oh. that's two hours + 2 1/2 months, btw.
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how about a refund?
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We're still working to resolve the issue with the UK Amex connection. We don't offer refunds for issues with third-party connections, however, as there is another option (via the spreadsheet import method). If you want to discuss this further, feel free to reach back out to [email protected].
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@CloudLasso We'd love to have a solid connection with Amex UK. We've been working to deprecate any legacy bank connections we've used in favour of API-based connectors, as these connectors are very reliable and the current American Express UK connectors are legacy connectors.
Any billing or account specific questions should be routed to Concierge via live chat, or email ([email protected]).
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i've been online for 2 hours with chat support (+ 2 1/2 months). would you like to view the FULL transcript of my ongoing pain? Probably not. It's LOOONG. However, I have included the last few minutes of tonight's session. Chat Support refused to look into a refund.
Moving to API connections is a great move and I am well aware of how they work. I also know they don't take two months to resolve. So, it's Expensify's assertion that this is a technical problem on the part of AMEX UK? Interesting.
Even so, why would Expensify deprecate functionality before having a reasonable replacement? It IS possible to run a side-by-side upgrade.
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Hi Nicole -
I have been working with the Concierge for two days trying to manually import expenses. Today, after another hour and a half they finally gave up and decided to close the chat saying it was a local or user error.
Is this acceptable?
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@CloudLasso Hi! I just reached out to directly via Concierge. We can chat more on live chat, or email. Speak soon!
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Matt Moore Expensify Customer, Expensify Success Coach - Admin, Expensify Team Posts: 132 Expensify TeamHi @CloudLasso
I've reviewed our conversations with you and it looks like we're unable to replicate the upload issue you're reporting. We've successfully uploaded your formatted CSV several times. There is nothing for our engineers to investigate.
Our recommendation is for you to investigate local issues that are preventing you from uploading files to our website.
Here are some recommendations:
- Try clearing your browser's cache/cookies.
- Try clicking here, which will force a clean sign out from the site, which can be very helpful in removing any stale data that can cause these issues.
- Try using another browser
- Try using an Incognito or Private browsing window
- Confirm your internet connection is working
- Try using another computer.
As for the CSV itself, I would make sure you're uploading unformatted data (try copying and pasting it back in as "values" only). Try exporting your file as .csv or .xlsx to see if there is a difference in the two.
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Hi Matt -
If you read the thread you will notice that as part of the troubleshooting marathon I actually downloaded Chrome, installed it, and tried the upload. Obviously a new and never before installed copy of Chrome would HAVE no cache/cookies.
Check that my internet connection is working? I was chatting with the Concierge when all of this was going on, so unless I am mistaken the 'internet connection' was surely working.
I have tried it on three computers.
As you'll be aware, Expensify does not accept the 'XLSX' format. The file in question is a CSV.
Furthermore, there is great inconsistency with the support experience. At one point the 'Concierge' was able to speak to backend engineers and look at some kind of log, so assuming the Concierge was accurate, there are more troubleshooting steps that can be taken.
And finally, I spent the first quarter of my career as an engineer and know all the 'tricks' to troubleshoot client (browser) connections to web services.
But thank you for the shout out.
