General Product Troubleshooting

If you’re encountering an issue in Expensify, these troubleshooting steps will help you solve it.

Common Issues & Solutions

Can’t Log In?

If you’re having trouble accessing your account, try the following:

• Check your internet connection – Ensure you’re connected to a stable network.
• Force a clean sign-out – Click here to force a clean sign out, then try signing in again.
• Try a different browser or device – See if the issue persists elsewhere.
• Troubleshoot Magic Code issues – If you’re not receiving the Magic Code, refer to the email troubleshooting guide.
• Troubleshoot 2FA issues – If you’re having trouble with Two-Factor Authentication, check the 2FA troubleshooting guide.

Still having trouble? Reach out to Concierge and provide the details of the issue you are experiencing.

Seeing an Error Message?

If you encounter a generic or “Oops!” error, try these steps:

• Open an Incognito/Private Browsing window and attempt the action again.
• Clear your browser’s cache and cookies – Follow these guides for Chrome, Firefox, or Edge.
• Switch browsers or devices – Determine if the issue is browser-specific.

Still experiencing the error? Take a screenshot and contact Concierge with the details.

Issues with Transactions, Reports, or Receipts?

If you’re encountering problems such as missing transactions, report submission failures, or receipt upload issues, try these:

• Refresh the page – Use Ctrl + R (Windows) or Cmd + R (Mac).
• Check your bank/card connection – Navigate to Settings > Account > Wallet to confirm there are no connection issues. If you see an error, follow [this guide] (https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Troubleshooting-Company-Cards) to resolve it.
• Try a different device – If using the mobile app, switch to the web version (or vice versa).
• Restart your device – A reboot can resolve many common issues.

Still not working? Ensure your app or browser is updated to the latest version.

Experiencing Slow Performance or Display Issues?

• Disable browser extensions – Some extensions may interfere with Expensify.
• Try a different network – Switch between WiFi and mobile data to test connectivity.
• Check for Expensify outages – Visit the Expensify Status Page.

Next Steps if the Issue Persists

If troubleshooting hasn’t resolved the issue:

1. Check the Expensify Status Page to see if there’s a known outage.
2. Gather key details:
   • The exact error message (if applicable).
   • Your device and browser details (e.g., “Chrome on Windows 10” or “Expensify iOS app”).
   • A screenshot of the issue (if possible).
3. Contact Concierge with the above details for further assistance.

Advanced Troubleshooting: JavaScript Console

If a Concierge requests a screenshot of your developer console, follow these steps:

Chrome

• Mac: Cmd + Option + J
• Windows: Ctrl + Shift + J
• Menu: View > Developer > JavaScript Console

Firefox

• Mac: Cmd + Option + K
• Windows: Ctrl + Shift + J
• Menu: Menu Bar > More Tools > Web Developer Tools > Console tab

Safari

1. Go to Safari Menu > Settings > Advanced.
2. Enable Show features for web developers.
3. Open the console: Cmd + Option + C or Develop Menu > Show JavaScript Console.

Microsoft Edge

• Mac: Cmd + Option + J
• Windows: Ctrl + Shift + J
• Menu: Right-click on the page > Inspect > Console.

This guide should help resolve most common Expensify issues. If you still need assistance, reach out to Concierge so we can help.