diff --git a/docs/articles/new-expensify/connect-credit-cards/Fix-a-Broken-Company-Card-Feed-Connection.md b/docs/articles/new-expensify/connect-credit-cards/Fix-a-Broken-Company-Card-Feed-Connection.md index cf49fe1710da..f795af993de3 100644 --- a/docs/articles/new-expensify/connect-credit-cards/Fix-a-Broken-Company-Card-Feed-Connection.md +++ b/docs/articles/new-expensify/connect-credit-cards/Fix-a-Broken-Company-Card-Feed-Connection.md @@ -1,7 +1,7 @@ --- title: Fix a Broken Company Card Feed Connection description: Learn how to fix a broken company card connection in Expensify so transactions resume importing correctly. -keywords: [fix company card connection, troubleshoot card feed, Expensify card errors, reconnect bank feed] +keywords: [fix company card connection, troubleshoot card feed, Expensify card errors, reconnect bank feed, card connection broken for 30 days, remove card feed] internalScope: Audience is Workspace Admins. Covers fixing broken company card connections and resolving connection errors. Does not cover CSV imports, missing transactions, or feed monitoring. --- @@ -23,6 +23,19 @@ These reminders appear while the connection has recently broken. If a company ca --- +## What the 30-day broken company card connection reminder means + +If a company card feed is still broken 30 days after it first stopped working, Concierge posts a follow-up message in the #admins room of the workspace that owns the feed. The message names the feed and gives you two choices: + +- Log into your bank to restore the connection. +- Remove the connection if the feed is no longer in use. + +The message links to the **Company cards** page so you can reconnect the feed, and to the **Company cards** settings page so you can select **Remove card feed** instead. Removing a feed unassigns all of its cards and deletes unsubmitted transactions, but submitted expenses are not affected. + +You only receive this reminder once per broken feed, and only if the connection is still broken on day 30. + +--- + ## How to fix a broken company card connection If your company card feed stops working, a Workspace Admin can reconnect it from the Workspace. @@ -101,6 +114,14 @@ After fixing the feed, you can update an assigned company card manually from the Double-check your bank credentials by logging into your bank, and complete any required steps in your bank portal. If the issue continues, contact Concierge with the cardholder email and last four digits of the card. +## Why did Concierge message the #admins room again after 30 days? + +Concierge posts a second message in the #admins room when a company card feed has been broken for 30 days. It's a reminder that transactions still aren't importing, and it lets you either log into your bank to fix the feed or remove the connection if you no longer use it. + +## Will I lose expenses if I remove a broken company card feed? + +No. Expenses that have already been submitted stay in Expensify. Removing a card feed unassigns every card on that feed and deletes unsubmitted transactions from those cards. + ## Why did the Home notification and workspace red dot disappear while the feed is still broken? If a company card feed has gone 90 days or more without a successful sync, Expensify stops showing the proactive reminders — the **Time Sensitive** notification on **Home** and the red dot on the workspace row. For direct (bank-connected) feeds, the “Card feed connection is broken” banner stays on the **Company cards** page, so a Workspace Admin can still reconnect the feed and clear the error whenever they're ready. diff --git a/docs/articles/new-expensify/connect-credit-cards/Manage-Personal-Cards.md b/docs/articles/new-expensify/connect-credit-cards/Manage-Personal-Cards.md index a5e9bb43a5c8..085be0fe0392 100644 --- a/docs/articles/new-expensify/connect-credit-cards/Manage-Personal-Cards.md +++ b/docs/articles/new-expensify/connect-credit-cards/Manage-Personal-Cards.md @@ -1,7 +1,7 @@ --- title: Manage Personal Cards description: Learn how to view, manage, and fix broken connections for personal credit cards in New Expensify. -keywords: [New Expensify, personal cards, Wallet, reimbursable, credit card import, Expensify Classic, cards, card details, broken connection, fix card] +keywords: [New Expensify, personal cards, Wallet, reimbursable, credit card import, Expensify Classic, cards, card details, broken connection, fix card, card connection broken for 30 days, remove card] internalScope: Audience is members with personal credit cards already connected to their account. Covers viewing and managing existing personal cards in the Wallet, including reimbursable settings and fixing broken card connections. Does not cover connecting new personal cards or company card programs. --- @@ -84,6 +84,8 @@ When a personal card connection breaks, you'll see: - A red dot indicator on **Wallet** in the navigation tabs. - A red dot indicator on the card in **Wallet** leading to the error. +Concierge also sends you a message in your Concierge chat when the connection breaks. + These reminders appear while the connection has recently broken. If a personal card has gone 90 days or more without a successful sync, the **Time Sensitive** notification on **Home** and the red dot on **Wallet** in the navigation tabs stop showing. The card still appears in **Wallet** with its red dot, and you can select it and choose **Fix card** to restore the connection at any time. +--- + +## What the 30-day broken personal card connection reminder means + +If a personal card connection is still broken 30 days after it first stopped working, Concierge sends you a follow-up message in your Concierge chat. The message names the card and gives you two choices: + +- Log into your bank to restore the connection. +- Remove the card if you no longer use it. + +The message links to the **Card details** page for that card, where you can choose **Fix card** to reconnect it or **Remove card** to delete it from your account. Submitted expenses stay in Expensify if you remove the card. + +You only receive this reminder once per broken card, and only if the connection is still broken on day 30. + +--- + ## How to fix a broken personal card connection 1. In the navigation tabs (on the left on web, on the bottom on mobile) navigate to **Account > Wallet**. @@ -140,6 +157,14 @@ The broken connection error is automatically removed when any of the following o - Tapping Update card successfully refreshes the card. - Expensify's daily automatic card refresh succeeds. +## Why did Concierge message me again about my card after 30 days? + +Concierge sends a second message when a personal card connection has been broken for 30 days. It's a reminder that transactions still aren't importing, and it lets you either log into your bank to fix the card or remove it if you no longer use it. + +## Will I lose expenses if I remove a broken personal card? + +No. Expenses that have already been submitted stay in Expensify. Removing the card permanently deletes any unreported expenses or expenses on draft reports from that card. + ## Why did the broken connection reminders disappear while the card still shows an error? If a personal card has gone 90 days or more without a successful sync, Expensify stops showing the proactive reminders — the **Time Sensitive** notification on **Home** and the red dot on **Wallet** in the navigation tabs. The card itself still appears in **Wallet** with a red dot, so you can select it and choose **Fix card** to reconnect it whenever you're ready.