1. Employee Management
  2. Employees
  3. Expense Reports and Purchase Requests
  4. Expense Reporting
  5. Corporate Card Expenses
  6. American Express Integration for Expense Reporting
  7. Troubleshooting AMEX Integration

Troubleshooting AMEX Integration

This section provides troubleshooting for AMEX integration. It covers the errors that you may encounter when it comes to bank import (downloading, parsing) or bulk processing (imported employee expenses, employe data).

Connection and Parsing Errors

In case of downloading or parsing errors, view the Banking Import History page in Transactions > Bank > Bank Import History.. For specific error information, consult the Execution Log for the plug-in implementation used for the import. Go to Customization > Plug-ins > Plug-in Implementations (Administrator), select your implementation, and then click the Execution Log subtab. For more information about the Banking Import History, see Banking Import History.

Bulk Processing Errors

In case of a bulk processing error, you will receive an e-mail notification. Using the Administrator role, you can view the status and history of all the bulk processing jobs in your account. Based on the type of error, you can investigate a problem and solve the cause of an issue.

Severe errors preventing the creation of Imported Employee Expense

To prevent the creation of Imported Employee Expense errors

Note:

The account administrators will receive a new error e-mail notification if the error hasn't been solved.

  1. Go to Transactions > Bank > Match Bank Data (Administrator) > Status to open the process Status page and view a list of bulk processing jobs

  2. Click the error count to see a detailed message.

    Transactions with errors have not been processed.

  3. Fix the root cause of the problem based on the error message.

    Transaction will be processed again during the next nightly bulk processing.

Errors preventing full automatic processing of the transaction

These types of errors are usually caused by incorrect employee or expense category mapping. Imported Employee Expenses for the transactions have been created, but the status remained Pending as it was not possible to finish automatic processing.

To prevent full automatic processing of the transaction error:

  1. Check the configuration of employee mapping and expense category mapping. For more information, see Configuring AMEX Integration.

To fix existing imported employee expenses in Pending state:

  1. Go to Transaction > Employees > Imported Employee Expenses.

  2. Filter out expenses in the Pending state and provide the missing information.

    Tip:

    Once the data in the record is complete, it is immediately switched to the Ready state and it is possible to use such transaction in the Expense Report.

Production x SandBox Accounts

AMEX Credit Card Integration if set up in Production should be switched off in any SandBox environment to ensure the proper functionality of the SuiteApp. AMEX provides production or test credentials. Having credentials for live URL does not automatically mean that it can connect to a test URL.

Test URL: fsgatewaytest.americanexpress.com

Live URL: fsgateway.americanexpress.com

If only prod credentials are provided, they can be used in SandBox to test the connection. When ready, inactivate them in Sandbox and then use credentials in the production account.

SandBox Refresh

The best practice for handling AMEX integration feed after SandBox refresh is to disable AMEX SuiteApp by editing the format profile setup – accounting – financial institution – list – view or edit – tab format – profile configuration – edit and set connectivity method – manual import. This action is necessary after every refresh.

Data transfer

There is a feature in AMEX servers that causes exceptions in combination with downloads from several sources. When a file is downloaded from AMEX server, it is moved to a different directory (/outbox => /sent), then it stays in the /sent folder for a limited time before the file is deleted. If the file is in a queue to be downloaded but it is moved to another directory, AMEX SuiteApp downloads data from both directories to avoid losing customer transactions.

Related Topics

General Notices