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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.
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 American Express 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!
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 Business
If you have multiple business card systems associated with one online banking username, your connection will no longer function and 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.
Bank of America
We are currently experiencing issues connecting to Bank of America cards. In the meantime, you'll want to use our spreadsheet import method.
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.
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 Account Settings > Credit Card Import > Import Card/Transactions and choosing Capital One (New and Upgraded). If you are looking to update company cards, head to Admin > Domain Control > 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.
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.
As of September 22, 2017, all connections to Citi have been blocked by Citi's side, so your card will not import transactions at this time. We do not advise attempting to delete and re-add your card, as you will not be able to re-add it. Your best bet will be to use the our spreadsheet import method in the meantime.
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.
Citi is transitioning CitiBusiness accounts to a new online banking platform, as well as, in some cases, migrating types of cards. These major changes have resulted in the CitiBusiness connection breaking for most of our customers. Because we must (in a best case scenario) wait for these changes to be resolved, we cannot provide an ETA on when the connections will be fixed.
We recommend seeking out a direct commercial feed from Citi where possible; 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). Elsewhere, 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 Expensfy--an FAQ above). They will snail-mail you a PIN to use to connect.
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.
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.
When logging in using USAA, be sure to user your member number and pin in place of the user id and password fields, respectively.
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.
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 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, 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.