Update Troubleshooting.md #54343

stephanieelliott · 2024-12-19T06:18:25Z

Update formatting, reorganize content, and add content for Chase troubleshooting

Explanation of Change

Fixed Issues

$ https://github.com/Expensify/Expensify/issues/446482
PROPOSAL: https://github.com/Expensify/Expensify/issues/446482#issuecomment-2531058800

Tests

Check page preview at helpdot.pages.dev and confirm content renders correctly

Offline tests

QA Steps

// TODO: These must be filled out, or the issue title must include "[No QA]."

Check page preview at helpdot.pages.dev and confirm content renders correctly

PR Author Checklist

I linked the correct issue in the ### Fixed Issues section above
I wrote clear testing steps that cover the changes made in this PR
- I added steps for local testing in the Tests section
- I added steps for the expected offline behavior in the Offline steps section
- I added steps for Staging and/or Production testing in the QA steps section
- I added steps to cover failure scenarios (i.e. verify an input displays the correct error message if the entered data is not correct)
- I turned off my network connection and tested it while offline to ensure it matches the expected behavior (i.e. verify the default avatar icon is displayed if app is offline)
- I tested this PR with a High Traffic account against the staging or production API to ensure there are no regressions (e.g. long loading states that impact usability).
I included screenshots or videos for tests on all platforms
I ran the tests on all platforms & verified they passed on:
- Android: Native
- Android: mWeb Chrome
- iOS: Native
- iOS: mWeb Safari
- MacOS: Chrome / Safari
- MacOS: Desktop
I verified there are no console errors (if there's a console error not related to the PR, report it or open an issue for it to be fixed)
I followed proper code patterns (see Reviewing the code)
- I verified that any callback methods that were added or modified are named for what the method does and never what callback they handle (i.e. toggleReport and not onIconClick)
- I verified that comments were added to code that is not self explanatory
- I verified that any new or modified comments were clear, correct English, and explained "why" the code was doing something instead of only explaining "what" the code was doing.
- I verified any copy / text shown in the product is localized by adding it to src/languages/* files and using the translation method
  - If any non-english text was added/modified, I used JaimeGPT to get English > Spanish translation. I then posted it in #expensify-open-source and it was approved by an internal Expensify engineer. Link to Slack message:
- I verified all numbers, amounts, dates and phone numbers shown in the product are using the localization methods
- I verified any copy / text that was added to the app is grammatically correct in English. It adheres to proper capitalization guidelines (note: only the first word of header/labels should be capitalized), and is either coming verbatim from figma or has been approved by marketing (in order to get marketing approval, ask the Bug Zero team member to add the Waiting for copy label to the issue)
- I verified proper file naming conventions were followed for any new files or renamed files. All non-platform specific files are named after what they export and are not named "index.js". All platform-specific files are named for the platform the code supports as outlined in the README.
- I verified the JSDocs style guidelines (in STYLE.md) were followed
If a new code pattern is added I verified it was agreed to be used by multiple Expensify engineers
I followed the guidelines as stated in the Review Guidelines
I tested other components that can be impacted by my changes (i.e. if the PR modifies a shared library or component like Avatar, I verified the components using Avatar are working as expected)
I verified all code is DRY (the PR doesn't include any logic written more than once, with the exception of tests)
I verified any variables that can be defined as constants (ie. in CONST.ts or at the top of the file that uses the constant) are defined as such
I verified that if a function's arguments changed that all usages have also been updated correctly
If any new file was added I verified that:
- The file has a description of what it does and/or why is needed at the top of the file if the code is not self explanatory
If a new CSS style is added I verified that:
- A similar style doesn't already exist
- The style can't be created with an existing StyleUtils function (i.e. StyleUtils.getBackgroundAndBorderStyle(theme.componentBG))
If the PR modifies code that runs when editing or sending messages, I tested and verified there is no unexpected behavior for all supported markdown - URLs, single line code, code blocks, quotes, headings, bold, strikethrough, and italic.
If the PR modifies a generic component, I tested and verified that those changes do not break usages of that component in the rest of the App (i.e. if a shared library or component like Avatar is modified, I verified that Avatar is working as expected in all cases)
If the PR modifies a component related to any of the existing Storybook stories, I tested and verified all stories for that component are still working as expected.
If the PR modifies a component or page that can be accessed by a direct deeplink, I verified that the code functions as expected when the deeplink is used - from a logged in and logged out account.
If the PR modifies the UI (e.g. new buttons, new UI components, changing the padding/spacing/sizing, moving components, etc) or modifies the form input styles:
- I verified that all the inputs inside a form are aligned with each other.
- I added Design label and/or tagged @Expensify/design so the design team can review the changes.
If a new page is added, I verified it's using the ScrollView component to make it scrollable when more elements are added to the page.
I added unit tests for any new feature or bug fix in this PR to help automatically prevent regressions in this user flow.
If the main branch was merged into this PR after a review, I tested again and verified the outcome was still expected according to the Test steps.

Screenshots/Videos

Android: Native

Android: mWeb Chrome

iOS: Native

iOS: mWeb Safari

MacOS: Chrome / Safari

MacOS: Desktop

Update formatting, reorganize content, and add content for Chase troubleshooting

melvin-bot · 2024-12-19T06:18:35Z

melvin-bot · 2024-12-19T06:18:37Z

@dominictb @joekaufmanexpensify One of you needs to copy/paste the Reviewer Checklist from here into a new comment on this PR and complete it. If you have the K2 extension, you can simply click: [this button]

OSBotify · 2024-12-19T06:21:14Z

A preview of your ExpensifyHelp changes have been deployed to https://1531cbd4.helpdot.pages.dev ⚡️

joekaufmanexpensify

Content looks great!

joekaufmanexpensify · 2024-12-19T13:17:25Z

@dominictb you can just approve here to assign an internal engineer

melvin-bot · 2024-12-23T04:23:25Z

melvin-bot · 2024-12-23T04:23:27Z

@neil-marcellini @flaviadefaria One of you needs to copy/paste the Reviewer Checklist from here into a new comment on this PR and complete it. If you have the K2 extension, you can simply click: [this button]

melvin-bot · 2024-12-23T04:23:29Z

🎯 @dominictb, thanks for reviewing and testing this PR! 🎉

An E/App issue has been created to issue payment here: #54456.

flaviadefaria · 2024-12-23T11:23:08Z

Should I have been added here as another reviewer or would @joekaufmanexpensify's review be enough?

neil-marcellini

I have a couple NAB comments, but overall it looks good. I don't know why a review was requested from @flaviadefaria, I think the review from @joekaufmanexpensify is enough.

neil-marcellini · 2024-12-23T21:16:43Z

docs/articles/expensify-classic/connect-credit-cards/company-cards/Troubleshooting.md

+- **Import in the Correct Location**: For company cards, navigate to **Settings** > **Domains** > _[Domain Name]_ > **Company Cards** > **Import Card** to establish the connection. For personal or individual card accounts, refer to the instructions [here](https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Personal-Credit-Cards). 
+- **Select the Appropriate Bank Connection**: Ensure you’re selecting the appropriate bank connection for your cards.
+- **Use Master or Parent Administrative Credentials**: For company cards, always use the master administrative credentials to import the entire set of cards.
+- **Disable Two-Factor Authentication (2FA)**: Expensify cannot bypass bank-imposed 2FA requirements. To maintain a stable connection, temporarily disable 2FA on your bank account before attempting to connect.


I won't block on this, but it seems like a strange suggestion. Why can't we maintain a stable connection if their bank has 2FA? That seems like something we should fix.

neil-marcellini · 2024-12-23T21:19:59Z

docs/articles/expensify-classic/connect-credit-cards/company-cards/Troubleshooting.md

+
+ -  A cardholder having accidentally imported the card as a personal credit card, in addition to being assigned the company card by a Domain Admin.  
+   - To troubleshoot, have the employee navigate to **Settings** > **Account** > **Credit Card Import** and confirm that their card is only listed once. 
+


NAB: Let's remove this blank line please

neil-marcellini · 2024-12-23T21:25:16Z

docs/articles/expensify-classic/connect-credit-cards/company-cards/Troubleshooting.md


-## Error: General connection error
-This error message states that your bank or credit card provider is under maintenance and is unavailable at this time. Try waiting a few hours before trying to import your credit card again. Check out our [status page](https://status.expensify.com/) for updates on bank/credit card connections, or you can also choose to subscribe to updates for your specific account type.
+By contrast, a Supplemental Cardmember or Employee Cardmember is typically an employee on American Express accounts with access to their own card and payments. An Authorized Account Manager (AAM) has management privileges allowing them to manage the account and Supplemental Cardmembers' accounts. These roles do not have sufficient permissions in American Express to authorize the connection to Expensify, and therefore only the Primary/Basic Account Holder credentials can be used.


NAB: I think it would look nice to have a blank line above this so there's space between the paragraphs.

neil-marcellini · 2024-12-23T21:35:07Z

Pasting this to pass the check. We don't really need it for a help site update.

Reviewer Checklist

I have verified the author checklist is complete (all boxes are checked off).
I verified the correct issue is linked in the ### Fixed Issues section above
I verified testing steps are clear and they cover the changes made in this PR
- I verified the steps for local testing are in the Tests section
- I verified the steps for Staging and/or Production testing are in the QA steps section
- I verified the steps cover any possible failure scenarios (i.e. verify an input displays the correct error message if the entered data is not correct)
- I turned off my network connection and tested it while offline to ensure it matches the expected behavior (i.e. verify the default avatar icon is displayed if app is offline)
I checked that screenshots or videos are included for tests on all platforms
I included screenshots or videos for tests on all platforms
I verified tests pass on all platforms & I tested again on:
- Android: Native
- Android: mWeb Chrome
- iOS: Native
- iOS: mWeb Safari
- MacOS: Chrome / Safari
- MacOS: Desktop
If there are any errors in the console that are unrelated to this PR, I either fixed them (preferred) or linked to where I reported them in Slack
I verified proper code patterns were followed (see Reviewing the code)
- I verified that any callback methods that were added or modified are named for what the method does and never what callback they handle (i.e. toggleReport and not onIconClick).
- I verified that comments were added to code that is not self explanatory
- I verified that any new or modified comments were clear, correct English, and explained "why" the code was doing something instead of only explaining "what" the code was doing.
- I verified any copy / text shown in the product is localized by adding it to src/languages/* files and using the translation method
- I verified all numbers, amounts, dates and phone numbers shown in the product are using the localization methods
- I verified any copy / text that was added to the app is grammatically correct in English. It adheres to proper capitalization guidelines (note: only the first word of header/labels should be capitalized), and is either coming verbatim from figma or has been approved by marketing (in order to get marketing approval, ask the Bug Zero team member to add the Waiting for copy label to the issue)
- I verified proper file naming conventions were followed for any new files or renamed files. All non-platform specific files are named after what they export and are not named "index.js". All platform-specific files are named for the platform the code supports as outlined in the README.
- I verified the JSDocs style guidelines (in STYLE.md) were followed
If a new code pattern is added I verified it was agreed to be used by multiple Expensify engineers
I verified that this PR follows the guidelines as stated in the Review Guidelines
I verified other components that can be impacted by these changes have been tested, and I retested again (i.e. if the PR modifies a shared library or component like Avatar, I verified the components using Avatar have been tested & I retested again)
I verified all code is DRY (the PR doesn't include any logic written more than once, with the exception of tests)
I verified any variables that can be defined as constants (ie. in CONST.ts or at the top of the file that uses the constant) are defined as such
If a new component is created I verified that:
- A similar component doesn't exist in the codebase
- All props are defined accurately and each prop has a /** comment above it */
- The file is named correctly
- The component has a clear name that is non-ambiguous and the purpose of the component can be inferred from the name alone
- The only data being stored in the state is data necessary for rendering and nothing else
- For Class Components, any internal methods passed to components event handlers are bound to this properly so there are no scoping issues (i.e. for onClick={this.submit} the method this.submit should be bound to this in the constructor)
- Any internal methods bound to this are necessary to be bound (i.e. avoid this.submit = this.submit.bind(this); if this.submit is never passed to a component event handler like onClick)
- All JSX used for rendering exists in the render method
- The component has the minimum amount of code necessary for its purpose, and it is broken down into smaller components in order to separate concerns and functions
If any new file was added I verified that:
- The file has a description of what it does and/or why is needed at the top of the file if the code is not self explanatory
If a new CSS style is added I verified that:
- A similar style doesn't already exist
- The style can't be created with an existing StyleUtils function (i.e. StyleUtils.getBackgroundAndBorderStyle(theme.componentBG)
If the PR modifies code that runs when editing or sending messages, I tested and verified there is no unexpected behavior for all supported markdown - URLs, single line code, code blocks, quotes, headings, bold, strikethrough, and italic.
If the PR modifies a generic component, I tested and verified that those changes do not break usages of that component in the rest of the App (i.e. if a shared library or component like Avatar is modified, I verified that Avatar is working as expected in all cases)
If the PR modifies a component related to any of the existing Storybook stories, I tested and verified all stories for that component are still working as expected.
If the PR modifies a component or page that can be accessed by a direct deeplink, I verified that the code functions as expected when the deeplink is used - from a logged in and logged out account.
If the PR modifies the UI (e.g. new buttons, new UI components, changing the padding/spacing/sizing, moving components, etc) or modifies the form input styles:
- I verified that all the inputs inside a form are aligned with each other.
- I added Design label and/or tagged @Expensify/design so the design team can review the changes.
If a new page is added, I verified it's using the ScrollView component to make it scrollable when more elements are added to the page.
For any bug fix or new feature in this PR, I verified that sufficient unit tests are included to prevent regressions in this flow.
If the main branch was merged into this PR after a review, I tested again and verified the outcome was still expected according to the Test steps.
I have checked off every checkbox in the PR reviewer checklist, including those that don't apply to this PR.

Screenshots/Videos

Android: Native

Android: mWeb Chrome

iOS: Native

iOS: mWeb Safari

MacOS: Chrome / Safari

MacOS: Desktop

github-actions · 2024-12-26T20:55:04Z

🚀 Deployed to staging by https://github.com/neil-marcellini in version: 9.0.79-0 🚀

platform	result
🤖 android 🤖	success ✅
🖥 desktop 🖥	success ✅
🍎 iOS 🍎	success ✅
🕸 web 🕸	success ✅
🤖🔄 android HybridApp 🤖🔄	success ✅
🍎🔄 iOS HybridApp 🍎🔄	success ✅

github-actions · 2024-12-31T21:52:23Z

🚀 Deployed to production by https://github.com/puneetlath in version: 9.0.79-5 🚀

platform	result
🤖 android 🤖	true ❌
🖥 desktop 🖥	success ✅
🍎 iOS 🍎	success ✅
🕸 web 🕸	success ✅
🤖🔄 android HybridApp 🤖🔄	failure ❌
🍎🔄 iOS HybridApp 🍎🔄	success ✅

Update Troubleshooting.md

4b15e1c

Update formatting, reorganize content, and add content for Chase troubleshooting

stephanieelliott self-assigned this Dec 19, 2024

stephanieelliott requested a review from a team as a code owner December 19, 2024 06:18

melvin-bot bot requested review from dominictb and joekaufmanexpensify December 19, 2024 06:18

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melvin-bot bot requested review from flaviadefaria and neil-marcellini December 23, 2024 04:23

melvin-bot bot mentioned this pull request Dec 23, 2024

Payment issue for E/App PR#54343 #54456

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neil-marcellini removed the request for review from flaviadefaria December 23, 2024 21:34

neil-marcellini merged commit a088878 into main Dec 23, 2024
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neil-marcellini deleted the stephanieelliott-patch-2 branch December 23, 2024 21:36

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Update Troubleshooting.md #54343

Update Troubleshooting.md #54343

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		- A cardholder having accidentally imported the card as a personal credit card, in addition to being assigned the company card by a Domain Admin.
		- To troubleshoot, have the employee navigate to Settings > Account > Credit Card Import and confirm that their card is only listed once.

Update Troubleshooting.md #54343

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stephanieelliott commented Dec 19, 2024

Explanation of Change

Fixed Issues

Tests

Offline tests

QA Steps

PR Author Checklist

Screenshots/Videos

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Concierge reviewer checklist:

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