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 the FAQs article, please Contact Us.
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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”.
Please note that if you have multiple business card systems associated with one online banking username, and these cards are already connected to Expensify, your connection will no longer function. You will not be able to resolve the connection and/or connect new American Express Business cards until you contact American Express to request that completely unique/separate online banking credentials be issued for each individual card system.
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 spreadsheet import method.
Brex cards can only be imported as Company Cards in Domain Control. 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 in 30 days' worth of transactions. The cards will be available for assignment in Domain Control if/when they've had activity within the past 5 days. If you see the message in Domain Control "All available accounts have been assigned," that means that all cards that have been active within the past 5 days have already been assigned. Please verify if there's recent activity on the cards and try to assign them again later.
- 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.
If you have not yet upgraded to our new Capital One connection (we likely sent you a message about this in April 2017), your card will most likely no longer import expenses automatically. You will want to update your connection by re-adding your card here, or by navigating to Settings > Your Account > Credit Card Import > Import Card/Transactions and choosing Capital One (New and Upgraded). If you are looking to update company cards, head to Settings > Domain Control > [Your domain] > Company Cards.
You will need to add it as a new card using the new connection in order for transactions to be imported moving forward; the older connection is no longer supported.
Once successfully synced, please delete your old Capital One connection to avoid importing duplicate expenses. Be sure that all of your expenses from the old connection have been submitted before removing the old card connection.
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. Costco, Amazon
- AT&T Business
If your card account isn't supported by the new API, we recommend seeking out a direct commercial feed from Citibank. You will want 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 spreadsheet import method in the meantime.
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 spreadsheet import method in the meantime.
Like some other banks, PNC requires Direct Connect in order to connect to third party services such as Expensify. You will want to contact PNC 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 snail-mail you a PIN to use to connect.
Please note that this only applies to personal cards. If your PNC cards are corporate cards, you will need to contact your bank relationship manager to see if your card program is eligible for a commercial card feed.
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 Control > [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.
We no longer support a connection with USAA. USAA users will need to import their transactions to Expensify via the spreadsheet import method. Please find complete instructions in this doc here.
Commonwealth Bank of Australia
We no longer support a connection with Commonwealth Bank of Australia. Commonwealth users will need to import their transactions to Expensify via the spreadsheet import method. Please find complete instructions in this doc here.
Wells Fargo requires Direct Connect to be enabled similar to SVB, and PNC, but Wells Fargo usually has this on by default. If you are having trouble connecting, however, this would be a first step to check with them.
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.
If what you're experiencing isn't covered there, and you need to reach out to email@example.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.
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