Reimbursement Failure Reasons
When a reimbursement fails in Expensify, you’ll see a message in the report chat explaining why the payment was unsuccessful.
The report automatically returns to Approved status so the issue can be fixed and the payment can be retried. The bank account is also removed from the submitter’s Expensify Wallet to avoid further failures.
This article explains the most common reimbursement failure reasons, what they mean, and exactly what to do next.
What Happens When a Reimbursement Fails in Expensify
If a reimbursement fails:
- A message appears in the report chat with the failure reason.
- The report moves from Paid back to Approved.
- The report submitter must add their bank account to Expensify (either a different account, or the same one with corrected information). (Follow the instructions in Connect a Personal Bank Account.)
- A Workspace Admin must retry the payment after the issue is resolved.
Common Reimbursement Failure Reasons in Expensify
Below are the most common messages you may see, what they mean, and how to resolve them.
The Account Name Is a Close Match but Not Exact
The name on the bank account is similar to the name in Expensify, but not an exact match.
Example:
- Bank account: Robert Smith
- Expensify profile: Bob Smith
How to fix it: The member should:
- Confirm the exact account holder name with their bank.
- Reconnect their bank account using the exact name on file with the bank.
Even small differences like nicknames, missing middle initials, or extra spaces can cause ACH rejection.
The Account Name Does Not Match
The account holder name provided in Expensify does not match the name on file with the bank.
How to fix it: The member should:
- Contact their bank to confirm the exact account holder name.
- Reconnect their bank account using the exact name on file with the bank.
- Notify the Workspace Admin once updated so the payment can be retried.
The Account Name Matches for a Business Account
The payment was sent as a personal reimbursement, but the bank account is registered as a business account.
How to fix it: Confirm the intended account type:
- Personal bank account
- Business bank account
Then reconnect the correct bank account in Expensify.
The Account Name Matches for a Personal Account
The payment was sent as a business reimbursement, but the connected account is a personal account.
How to fix it: Confirm the intended account type and reconnect the correct bank account in Expensify.
Account Not Found
The account number or routing number does not correspond to a valid bank account.
For Canadian banks, ensure the account number matches the format required for your bank and transfer type (see Canadian bank account formats).
How to fix it: The member should:
- Double-check their account and routing numbers.
- Reconnect their bank account with the correct details.
Account Has Been Switched
The bank account has been migrated, closed, or transferred to a new account number.
How to fix it: The member should:
- Confirm their current bank account details.
- Reconnect their bank account in Expensify using the updated information.
Unable to Confirm Account Name
The bank does not support account name verification for this account type.
Expensify cannot automatically verify the account holder name through the bank.
What to do: Manually confirm the account details with the member. The member must reconnect their bank account, then the Workspace Admin can retry the payment.
Unable to Check Account Name
The account holder opted out of name verification at their bank.
What to do: Verify the bank details directly with the member. The member must reconnect their bank account, then the Workspace Admin can retry the reimbursement.
Canadian bank account formats for Expensify reimbursements
Canadian bank account formats
Reimbursements to Canadian banks can fail if the account number or institution details don’t match the bank’s required format. Formats differ by bank and by transfer type (e.g. CAD wires, USD wires, EFT). Use the table below as a reference for institution codes, SWIFT codes, and account number formats.
| Bank name | Institution code | SWIFT code | A/C no. CAD wires | A/C no. USD wires | A/C no. CAD/USD EFT |
|---|---|---|---|---|---|
| RBC (Royal Bank of Canada) | 0003 | ROYCCAT2 | 12 digits (5-digit transit + 7-digit account; must begin with 1 or 5) | 12 digits (must begin with 4) | 7 digits |
| BMO (Bank of Montreal) | 0001 | BOFMCAM2 | 11 digits (first 4 digits transit + account; must begin with 1) | 7 or 11 digits (must begin with 4) | 7 digits |
| CIBC (Canadian Imperial Bank of Commerce) | 0010 | CIBCCATT | 7 digits | 7 digits | 7 digits |
| TD (Toronto-Dominion Bank) | 0004 | TDOMCATTTOR | 11 digits (first 4 digits transit; account begins with 5 or 6) | First 4 digits transit; account 7 or 11 digits (must begin with 7) | 11 digits |
| HSBC (HSBC Bank Canada) | 0016 | HKBCCATT | 9–12 digits | 9–12 digits | 9 digits |
| National Bank of Canada | 0006 | BNDCCAMM | 7 digits | 7 digits | 7 digits |
| Scotiabank | 0002 | NOSCCATT | 12 digits (5-digit transit + 7-digit account) | 12 digits | 7 digits |
| Desjardins | 0865 | CCDQCAMM | Contact bank / format may vary | Contact bank / format may vary | Contact bank / format may vary |
Singaporean bank account formats
Review the FAQ in Connect a Personal Bank Account to confirm your SGD account has been correctly entered.
Singaporean bank account formats for Expensify reimbursements
How Workspace Admins Retry a Failed Reimbursement in Expensify
If you’re a Workspace Admin, follow these steps:
- Go to the Reports tab.
- On web: Select Reports from the navigation tabs on the left.
- On mobile: Tap Reports in the navigation tabs on the bottom.
- Open the returned report (status: Approved).
- Review the failure message in the report chat.
- Confirm the member has corrected their bank details.
- Click Pay to retry the reimbursement.
Payments aren’t retried automatically – you must manually click Pay after the issue is resolved.
How Members Fix Bank Details After a Reimbursement Failure
If your reimbursement failed, follow these steps:
- Open the report from the Reports tab.
- On web: Select Reports from the navigation tabs on the left.
- On mobile: Tap Reports in the navigation tabs on the bottom.
- Review the failure message in the report chat.
- Go to Settings.
- On web: Select Settings from the navigation tabs on the left.
- On mobile: Tap your profile picture, then tap Settings.
- Select Wallet.
- Remove your existing bank connection.
- Add your bank account again using the exact name and correct account details.
- Let your Workspace Admin know once your information is updated.
Retry the Reimbursement After Fixing Bank Details
Once bank details are corrected:
- The report remains in Approved status.
- A Workspace Admin must click Pay to send the reimbursement again.
This ensures the issue is fully resolved before funds are resent.
FAQ
Does Expensify automatically retry failed reimbursements?
No. The report returns to Approved status. A Workspace Admin must manually click Pay to retry the reimbursement.
How long does a retried reimbursement take to process?
Retried payments follow the same processing timeline as the original payment. Domestic payments follow local processing timelines, and cross-border payments follow wire transfer timelines.
What if a reimbursement failure message not listed here appears?
If the message appears as a detailed return reason from the payment processor and is unclear:
- Workspace Admins can review the full message in the report chat.
- If additional help is needed, contact Concierge with the exact error message.
Does this article apply to all reimbursement failures?
This article applies to all employee reimbursement failures. Invoice payment failures are not currently displayed in the report history.
