Important Notice: After July 31, 2024, the Expensify community will no longer be available. Help docs and resources can be found on and you can message Concierge with any additional questions.

Why did Expensify Support refuse to solve my issue??



  • Matt Moore
    Matt Moore Expensify Customer, Expensify Success Coach - Admin, Expensify Team, Expensify Student Ambassador Posts: 132 Expensify Team
    edited October 2020

    Hi @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.

  • CloudLasso
    CloudLasso Expensify Customer Posts: 15 Expensify Newcomer

    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.