Expensify’s Support Methodology

RachCHopkinsRachCHopkins Posts: 717 admin
edited July 31 in Important

We have a large team of highly trained product specialists focused on improving Expensify so the product is as easy-to-use as possible, and answering your questions thoroughly when they do arise.

Our team is based around the world - from London to New York, San Francisco, Melbourne, and beyond - and we collaborate with engineers and designers in realtime to answer your questions. We don't offer phone support because we don't want to waste your time on hold - and because you're never waiting on hold, you can ask us a question then just be notified later when we respond.


Common questions about Expensify Support

My question is really simple, why don't you just quickly answer it?
We answer all questions in the order in which they're received, but we also prioritize responses that will help a larger number of people. So an Admin that manages many users may be answered more swiftly than a single user asking for themselves. If you're ever in a rush, search in the Community or our Help Docs!!

How can I get an answer faster?
We do experience periods of higher traffic depending on what’s happening in the world (bank outages, end of month, end of financial year, etc), and during these times you may realistically wait up to one business day for a response.
That being said, if you work for a company that uses Expensify, your starting point is your Admin (likely the person who reimburses you) and if that person can’t answer then reach out to Concierge.

If you do write to Expensify with a question, the best way to approach our Support team is with as much information as possible. For example, please include the policy name, Report ID, merchant name, date, amount, last 4 digits of the card involved, the email address of any user you refer to, etc - these are all details which allow us to investigate and give you a complete answer as quickly as possible.

Why are you answering my question with a question?
We aim to answer your query as comprehensively as possible, but sometimes we just don’t have enough to go on. What is obvious to you might not be quite as clear to us. Rest assured, we will only respond with a question if we can’t answer accurately, often we’ll give an answer based on what we have deduced and ask you to confirm further details.

Are you planning on making your responses faster?
Of course! We're always working to answer your questions as quickly and comprehensively as possible without compromising on the quality of the answer we provide, and we invest heavily in developing software tools and human resources to improve response times. It’s our # 1 customer support priority.

Our goal is to provide an exceptional solution for all of our customers, big and small, and this methodology allows us to scale our support without compromising the quality.

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