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Docs updates for E/A#101045 Add changed card number as broken connection cause #101480

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Docs updates for E/A#101045 Add changed card number as broken connection cause #101480

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7 changes: 6 additions & 1 deletion docs/articles/new-expensify/connect-credit-cards/Manage-Personal-Cards.md
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Original file line number Diff line number Diff line change
@@ -1,7 +1,7 @@
---
title: Manage Personal Cards
description: Learn how to view, manage, and fix broken connections for personal credit cards in New Expensify.
keywords: [New Expensify, personal cards, Wallet, reimbursable, credit card import, Expensify Classic, cards, card details, broken connection, fix card, temporary bank issue, can't auto-match receipt]
keywords: [New Expensify, personal cards, Wallet, reimbursable, credit card import, Expensify Classic, cards, card details, broken connection, fix card, temporary bank issue, can't auto-match receipt, card number changed, account not found]
internalScope: Audience is members with personal credit cards already connected to their account. Covers viewing and managing existing personal cards in the Wallet, including reimbursable settings, fixing broken card connections, and recognizing temporary bank issues that resolve on their own. Does not cover connecting new personal cards or company card programs.
---

Expand Down Expand Up @@ -71,6 +71,7 @@ A personal card connection can break when your bank can no longer authenticate y
- Your bank requires additional verification (e.g., multi-factor authentication expired).
- Your bank revoked access to the third-party connection.
- A temporary outage at your bank disrupted the connection.
- Your card number changed, or the account is no longer active at your bank.

When a connection breaks, Expensify can no longer import new transactions from that card.

Expand Down Expand Up @@ -160,6 +161,10 @@ The broken connection error is automatically removed when any of the following o

Your bank returned a temporary error, so Expensify couldn't pull the card transaction to match against the receipt. Your card connection is not broken, so you don't need to choose **Fix card**. Expensify retries automatically and the message clears once the transaction imports.

## What should I do if my card number changed at the bank?

@carlosmiceli carlosmiceli Sep 18, 2026

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@MelvinBot should we also include a account not active question, or do we have that already?

@MelvinBot MelvinBot Sep 18, 2026

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We already have it — but only in the body text, not in a heading anyone would find.

"Account no longer active" isn't a separate bank error; it's the same Account not found / Card number changed result. The company card article documents them as one error at Fix-a-Broken-Company-Card-Feed-Connection.md:57-58, and this PR covers both cases in the cause bullet at Manage-Personal-Cards.md:74 and in the FAQ answer at Manage-Personal-Cards.md:166.

So I'd skip a second FAQ — it would duplicate the same answer. The real gap is discoverability: the heading at Manage-Personal-Cards.md:164 says only "card number changed", so someone searching "account not active" or "account closed" won't land on it.

Two one-line tweaks fix that:

  • Heading → ## What should I do if my card number changed or my account is no longer active at my bank?
  • Keywords → add account no longer active, account not active, account closed

Want me to apply those? Reply @MelvinBot apply the heading and keyword tweak and I'll push it to this branch.

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@carlosmiceli carlosmiceli Sep 18, 2026

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@stephanieelliott I think it's better if these are two separate questions even if they share the answer, but what do you think?


When your bank issues a new card number or the account is no longer active, Expensify can't find the account and the connection breaks. The card shows a red dot in **Wallet**, and the **Card details** page shows the broken connection error with a **Fix card** option. Choose **Fix card** and log into your bank to reconnect the updated account. If the account is closed for good, [connect the new card as a personal card](/articles/new-expensify/connect-credit-cards/Connect-Personal-Cards).

## Why did the broken connection reminders disappear while the card still shows an error?

If a personal card has gone 90 days or more without a successful sync, Expensify stops showing the proactive reminders — the **Time Sensitive** notification on **Home** and the red dot on **Wallet** in the navigation tabs. The card itself still appears in **Wallet** with a red dot, so you can select it and choose **Fix card** to reconnect it whenever you're ready.
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