Problem Statement: Why are transactions of the Business Credit Card connected in the application via an online banking channel, not showing in Gorilla Expense?
Sometimes it can take 3-4 days to import the transactions automatically in the application, however there is an option to import on demand by following the below steps (refer to the screenshot below).
Step-1 Login to the application using the Admin credentials
Step-2 Click on the Expense Reports Tab => Expenses
Step-3 Select the Account Statement Import button
Step-4 Hit on the Import Statement button, the last imported details are also displayed just below the Import Statement button
Even after 5 days if transactions are still not imported our automated job will alert our support team which proactively will identify such transactions and will be on it to troubleshoot / import them.
Below are a few reasons why such transactions import can stop working
1) Any password changes made to the online Amex/Mastercard/Visa account need to be updated within Gorilla Expense as well. Else, the integration can stop working. You can follow the above steps (steps 1-3) and click on “Edit account info” link to change password
2) If you have multi-factor authentication (MFA) enabled on your Amex/Mastercard/Visa account (where an OTP code is emailed or texted for verification), integration with your bank may occasionally run into problems as well (as Gorilla Expense is connecting via a background service which cannot use OTP). Some banks ask for MFA once in a few months, while others ask every single time or more frequently. In most cases MFA is the issue - do you currently have MFA enabled for Amex/Mastercard/Visa? If yes, is it possible to have a read-only accounting without MFA? We can use such separate account for connecting with your bank.
3) Gorilla Expense is using a 3rd Party service (Plaid), which is the most popular option available (all our competitors use the same). Sometimes there are issues at Plaid's end that needs to be addressed by them. If this is the case, it may take a few weeks as a lot of times it is the bank that is not responsive to Plaids support requests in case there are technical issues between Plaid and your bank.
Alternative solutions for ongoing connectivity problems
As an alternative, Gorilla Expense does use AMEX's GL1025/Master card's .CDF/Visa's VCF4.0 format to integrate as well. This option is 100% reliable option compared to online banking connections. Is it possible to ask your Bank account rep if they can upgrade their account so that GL1025/.CDF/VCF4.0 option is available? Most likely you will have to upgrade from business card account to a commercial or corporate card account.
Finally, there is one more option to use the excel provided by AMEX/Mastercard/Visa (Statement download) to upload into Gorilla Expense. Our system is compatible with that some of the excel formats (like AMEX) and you can import it into Gorilla Expense without requiring to further modify that excel. To learn more on how this is done please refer this tutorial Import Data Via Excel