If you don't see your Brex transactions in Expensify within 24 hours of assigning your cards, please try the troubleshooting steps below.
Step 1: Check to see that your domain control is turned on to ensure that you, as the domain admin, are able to assign cards to users.
Step 2: Confirm that the card you are looking for has been used by the cardholder in the last week. Cards will only be able to be automatically imported if there are cleared transactions within the last five days.
Step 3: If the card hasn't been active within the last five days, you can manually update the cards through Expensify (see Expensify documentation on how to assign cards).
Step 4: If you're seeing cards (and they are assigned) and transactions are not syncing, please log in to your Expensify account again, wait overnight, or manually update the cards in order to import transactions.
Note: Transactions won't sync immediately after assignment and can take up to 24 hours to appear in Expensify.
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If you're still having issues, please contact Expensify by emailing concierge@expensify.com or send them an in-app message from the Help and Feedback section of the Expensify website (start by clicking on your user icon).
Note: Expensify responds to all customer questions as soon as they're able and in the order in which they were received.
Here are the best guidelines to follow to help you get the best and fastest support from Expensify:
- If you're emailing, write to them from the email address associated with your Expensify account so they can easily look up your account.
- Ask clear and specific questions, as well as provide specific examples (e.g., email addresses of affected users, report IDs, etc.). Since this is not a live chat, this will help Expensify research your issue faster and allow them to speak to any other teams that may be necessary to troubleshoot with you.
- Finally, understand that the Expensify team is trying to do its very best to help, so please be courteous, respectful, and patient.
Consider checking their Customer Community forum where they offer peer-to-peer Q&A support, 24/7.
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