Advice and answers from the Expensify Team

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I have questions about connecting my card/bank account!

I have a problem connecting my card/with a card that's already connected!

What information should I send if I still need to email Expensify for help?

FAQs

I just charged something and it's not showing up in Expensify--why?
Each evening we retrieve posted (not pending) expenses for your account and automatically add them to your Expensify account. Because banks only post expenses once per day, repeatedly updating your card in Expensify will not bring in any more transactions, and could cause your automatic updates to be delayed (given we won't automatically update your card overnight if you manually update it during the day). 

Why did my card stop importing expenses?
The most common reason is that something about your card changed (online banking username or password, card number, new card issued, etc.). Your first step should always be to head to Account Settings > Credit Cards and click "Fix card" to resolve the issue.

Why can't I connect my card?
First, ensure that the credentials you're using are the same credentials you use to login to online banking. Also ensure you're using the correct connection (the easiest way is to actually type in your online banking URL [e.g., americanexpress.com] as opposed to 'American Express') for your card/account. Then, check the other FAQs and known bank issues below. If none of these cover it, contact us.

I was trying to connect my card and was locked out--can you remove that lock so I can try again?
Because this lock is only put in place when incorrect online banking credentials were entered too many times, it is for security purposes and cannot be removed. You'll want to ensure your online banking credentials are accurate with your bank. If you feel this is happening incorrectly, check the other FAQs and known bank issues below. If none of these cover it, contact us.

How do/Can I connect [insert bank here]?
Follow the steps here! If your bank is not listed, you'll want to fast-track to the spreadsheet import method (here).

Why did it say "Account not found" when I tried to connect?
This is fairly straightforward; the bank is telling us they cannot find the account you're trying to connect. If you feel this is happening incorrectly, check the other FAQs and known bank issues below. If none of these cover it, contact us.

Why did my bank tell me they don't support Expensify?
Despite being the fastest-growing ERP, it's most common for banks (particularly customer service reps) to not know what Expensify is, so they will simply say they don't support [insert service here]. If your bank is listed, we support it!

Why did it say "Account not set up" when I tried to connect?
This is fairly straightforward; the bank is telling us that your account is not set up for this type of access. You'll want to login to online banking with your bank and ensure everything is set up and you use online banking regularly. If you feel this is happening incorrectly, check the other FAQs and known bank issues below. If none of these cover it, contact us.

Why did it say "Account not supported" when I tried to connect?
This is fairly straightforward; the bank is telling us the account you're trying to connect is not supported. This may happen if you're using, for example, an American Express UK card, but are using the American Express US connection, so ensure you're using the correct connection with respect to your locale. If you feel this is happening incorrectly, check the other FAQs and known bank issues below. If none of these cover it, contact us.

Why is the date of the expenses 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 merchant falling behind on adjusting the final expense amounts before submitting those amounts to their credit card processor.

My bank isn't on your list. How do I get it added to the list?
We add banks to our list of those that support a direct connection based on demand. While it takes time to build these connections if we choose to do so, you can always import expenses en masse using our spreadsheet import method

How do I connect business/company/corporate/commercial cards? Can I get a direct feed for my these cards?
You'll want to follow the steps outlined here. Whether or not you can get a commercial feed (as opposed to using our built-in connections) is 100% up to the discretion of the bank that issues your cards. Many banks will restrict these feeds to customers with a certain tier of service with them, but it certainly can't hurt to ask! Feel free to contact us with any questions that aren't answered on the linked help pages (be sure to clarify what bank issues your cards, and whether they're Visa, MasterCard, or Amex cards).

Why does [insert other service's name] work with my cards, but Expensify doesn't?
The broad answer to this question is that Expensify simply uses a different method of connection than those services (and other services may have agreements with banks directly). Specifically, we don't bypass any of the security or similar checks put in place by your bank, meaning we jump through more hoops than services which may bypass those checks. Unfortunately, however, this can sometimes lead to issues, which we are happy to investigate!
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Known Issues with Certain Banks

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 section, please Contact Us.

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American Express | Barclaycard US | Chase | Citi | PNC | SVB | US Bank | Wells Fargo

American Express

We're currently experiencing issues with our American Express US Business connection that may or may not affect you. If you're not noticing any problems with your American Express connection, great! If you do notice issues with expenses importing from your Amex card,  we're working on resolving the issue as quickly as we can, but in the meantime there are a few options:

  • You can try importing the card using our American Express Personal connection in Account Settings > Credit Cards. There is no guarantee this will work, but it could in some cases.

If you're worried about duplicates using either of the latter methods, never fear! SmartScanned expenses should merge automatically, and you can choose which date interval to import via spreadsheet (and delete in bulk later) for when the connection is resolved.

Barclaycard US

Barclaycard recently implemented a mandatory SecurPass code for their accounts, which effectively disallows access to their system for third parties like Expensify. There's not much, if anything, we can do to bypass that, so if you would like to contact Barclay and ask them to disable that on your account, that would allow you to connect it to Expensify. If you're not able to turn off SecurPass, you'll want to use our spreadsheet import method.

Chase

You will need to have enabled Direct Connect for your Chase account to connect it. You can do this in your online banking portal (under Financial Software Access). Directions on Chase's site can be found here.

Citi

If you have a store-based card such as a Costco, Home Depot, etc., or AAdvantage card, you will likely have trouble connecting due to outstanding issues from the Costco card migration to Citibank. Your best bet will be to use the our spreadsheet import method in the meantime. Please feel free to Contact Us if you would like us to look at your account more specifically.

PNC

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 Expensfy--an FAQ above). They will snail-mail you a PIN to use to connect.

SVB

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 Expensfy--an FAQ above). They will provide you a PIN to use to connect in place of your online banking password.

SVB is also currently migrating their platforms to require Direct Connect for everyone moving forward. You may have issues connecting SVB business accounts in particular, and may need to request a temporary login ID from SVB for their legacy platform.

US Bank

We're currently experiencing issues connecting to US Bank cards and accounts. No action is required on your part at this time, but as a result, expenses from your US Bank account won't import for the time being, and you will not be able to successfully update this card. We DO NOT advise deleting and attempting to re-add your card, as that will not have an impact on the issue and may cause you to permanently lose unsubmitted expenses. Your best bet will be to use the our spreadsheet import method in the meantime. This will not import or cause duplicates as long as you don't import expenses that have already been placed in your account.

Wells Fargo

Wells Fargo requires Direct Connect to be enabled similar to Chase, 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.
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Contacting Us

First, please read the sections above (FAQs, Known Issues) to make sure your issue is not covered there first. If what you're experiencing isn't covered there, and you need to reach out to help@expensify.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, 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, Amex), etcetera--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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