Advice and answers from the Expensify Team

Credit card and bank account import can be confusing. Each bank does things differently and often different types of accounts at a particular bank will (mis)behave differently. If you do encounter any issues, please check the usual suspects listed below, or you can contact help@expensify.com.


Quick Troubleshooting Tips

  1. Check that you can sign into your bank. This assures you that the username, password, and security questions you are entering are correct, and that your bank’s website is up and running as well.
  2. If you are importing from a US bank, chances are they support OFX or QFX. This is often referred to as Quicken Connect or Direct Connect, so make sure this is supported and enabled on your account.
  3. If you download a CSV file, make sure that the file is not empty. Open the file in a text editor or Excel to double check. If you still have problems importing a file, email us and be sure to include the file as an attachment.

Common Import Questions

Why isn’t my credit card or bank importing properly?
Credit card and bank account import can be confusing. Each bank does things differently and often different types of accounts at a particular bank will (mis)behave differently. Please take a look at the error you received and the related information below before contacting help. Odds are that you will find your answer here faster than we can respond to you via email.

How do I import a corporate card?
All corporate cards can be imported using the same steps as for regular cards. If you are the master account holder, please make sure that you have created an individual login for each corporate card. This will allow your employees to connect with only the card they use instead of pulling in everyone else’s purchase history. Individual logins for each corporate card are typically created in the Settings section of your banking website. In rare cases, you may have to contact your bank to set logins for each employee.

Expenses stopped importing--why?
If your linked bank or credit card account was working correctly but later stopped importing expenses please check your Credit Cards settings page in Expensify. Click the Update or Fix buttons on this page to try to correct this.

My employees can see all the corporate expenses?
If your employees are using a corporate card to make purchases, please make sure that each card on the account has an individual login for online banking. This will enable each individual cardholder to pull in expenses only from the card they use to make purchases. Individual logins for your corporate cards can be created from the settings page of your online banking.

Why not check out our domain control feature for company/corporate cards? This way, you can manage these cards centrally and allocate each card to the appropriate user. We betcha you'll save a ton of time. with this!


Common Import Errors

Login Failed
Nearly always you get this error message because your login name, password, or security question answer does not match what your bank has in their systems or because you have not enabled Direct Connect for your account. However, there are some cases where you can get this error message even if you are entering all that data correctly and have Direct Connect enabled. Please try to add the account again and contact us if the problem persists.

Your account is locked out
Some banks lock you out after only a couple failed login attempts. This happens to a lot of people. Just log into your banking website and make sure that this is not the case.

You need to activate Direct Connect
Some financial institutions will require you to enable your accounts for application-based online banking. Calling your bank and stating precisely the following should get you started, "Please enable direct connect on my account so that I can connect to your servers directly with Quicken." Direct connections like this sometimes require a different login/PIN than the ones that are used for ATM or web-based banking. When you enable your account for access from Expensify or Quicken, your financial institution should let you know what customer ID/login and PIN to use.

  • American Express - American Express does not support Direct Connect for many of their international accounts. You can still download your expenses as a QFX, CSV, or XLS file and upload that to Expensify. American Express has several different interfaces for cardholders to log in to. If you have Program Admin privileges on the corporate card administration site, you will need to create an individual log in to access just your account. Please contact AmEx and set up a different login for the “Cards - Check and Pay Bill” login on the AmEx site.
  • Bank Of America - Bank of America differentiates between Quicken and QuickBooks Connect. You must have Quicken support enabled for Expensify to import your account. If you have SafePass enabled for your account, then we cannot import it. You can either disable SafePass or enable Direct Connect. We currently do not support some corporate cards if your bank login uses this page. If you would like to help us with this issue, please contact help@expensify.com.
  • BB&T - BB&T does not allow you to be connected through multiple sources at the same time. This means that you must be logged out of their website when you try to connect your card to Expensify.
  • Capital One (Banking) - You only need to enable Direct Connect/Quicken if you have a Capital One 360 card (which you'll use our Capital One 360 connection). Please verify that your account is set up for Direct Connect/Quicken. Please call CapitalOne at this number: 1-877-442-3764. Please say: "Please authorize an additional IP or device to my account in order for my Quicken software to connect via Direct Connect."
  • Chase - Enable Direct Connect for your account. Log onto your Chase website. Click Profile > Financial Software Access. Enable Quicken/Direct Connect.
  • Citibank (Credit Cards) - We currently do not support Citibank Shell cards. If you would like to help us with this issue, please contact help@expensify.com.
  • FIA Card Services (Personal) - Many different financial institutions use FIA Card Services for their credit cards. When you set your credit card you also create a FIA account on www.ibsnetaccess.com. You probably rarely use this account, because all of your card data is available from your regular bank. However, this is the login information we need to import your credit card.
  • FIA Card Services (Business) - We currently do not support FIA business credit cards where you are required to log in at fiabusinesscard.com. If you would like to help us with this issue, please contact help@expensify.com.
  • USAA - USAA import requires your ‘member number’ and ‘PIN’. These are not the same as your ‘online ID’ and ‘password’ that you normally use to log into their website.
  • US Bank - If you have your account set up to require a security question on every login, it will break our connection daily. To enable fully automatic updating for Expensify, you will need to turn off the requirement for security questions on every login.

No credit cards or bank accounts found
This issue is fairly straight forward. We did not find any credit cards or bank accounts for your login name at the selected bank. If you think this is an error, then please contact help@expensify.com. We will get this sorted out as soon as we can.

Missing credit card or bank accounts from list
This issue is rather difficult to diagnose. The most common cause is that the bank uses a different log-in or url for their credit cards from their bank accounts. Below is a list of known issues. If you don’t find your bank there, contact help@expensify.com.

Direct Connect not enabled for this account
If you received this error, then your bank supports Direct Connect and you probably want to enable it for your account. To do this, call your bank’s customer service number and ask how you can enable your account for Quicken access.

Account not set up
If you get this error, the solution is usually very simple. Just log into your banking website and complete your online banking setup.

Account type not supported
Sometimes we can detect that you have an account that we do not support. If your account is configured to use a language other than English, we may not be able to import it. Simply log into your account and switch your language setting to English. If you have purged/cancelled a card from your account, we can not import from it.

Connection error
Believe it or not, financial data gateways go down fairly often for scheduled maintenance or due to server errors. Just wait a few minutes or hours and try again. If you have been experiencing this problem for more than 24 hours, please contact help@expensify.com.

Internal error
Each bank does things differently and they change things without warning. Unfortunately, this means that there will be connection issues once in a while, but we try to fix them as soon as we catch them. We are notified automatically of these errors, but you can send an email to help@expensify.com so we can investigate your personal case.

Expenses appear on my bank’s website, but not Expensify
Some banks will display pending expenses on their website, sometimes up to 3 or more days before the expense goes through. We do not import these expenses because they can be canceled or modified at any moment. Once the bank shifts the expense(s) from 'pending' to 'posted', they will then be automatically imported into our system.

Expense dates are incorrect
In most cases, banks provide us the ‘posting’ date and not the ‘sales’ date for your expenses. The ‘posting’ date is the date that the money was officially taken out of your account. This is usually one day after the ‘sales’ date, but in extreme circumstances it can be up to 5 days later. Delays are often caused by a restaurant falling behind on adjusting the final expense amounts for tips before submitting those amounts to their credit card processor.

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