[$250] Wallet - Stuck on the error SSN when adding bank account to Wallet

[lanitochka17]

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Version Number: v9.3.59-3
Reproducible in staging?: Yes
Reproducible in production?: Yes
If this was caught during regression testing, add the test name, ID and link from BrowserStack: https://test-management.browserstack.com/projects/2219752/test-runs/TR-18131/folder/13176687/41236665/1327739933?sort=-identifier
Email or phone of affected tester (no customers): leungbratt6+130410@gmail.com
Issue reported by: Applause Internal Team
Bug source: Regression TC Execution
Device used: Windows 11/Chrome
App Component: User Settings

Action Performed:

Open Bank account credentials:
Use Chase Bank
Username: user_good | Password: pass_good
Account type: Plaid Savings (2nd option)
CompanyName: Alberta Bobbeth Charleson
CompanyTaxID: 123456789
First Name: Alberta
Last Name: Carlton
Date of birth: 2000-08-08
SSN: 3333

Steps:

1. Open the NewDot app
2. Navigate to Settings -> Wallet > Enable wallet
3. Add a bank account to the user Plaid flow
4. Add personal details steps

Expected Result:

Verify you can complete the additional information and personal details steps and go through the Onfido process
Verify that an error is displayed indicating the wallet could not be enabled at the time: "Unfortunately, your wallet can't be enabled at this time. Please chat with Concierge for further assistance."

Actual Result:

User is stuck on the Personal information with the error about SSN: "We're having trouble verifying your SSN. Please enter the full 9 digits of your SSN."

Workaround:

Unknown

Platforms:

• Android: App
• Android: mWeb Chrome
• iOS: App
• iOS: mWeb Safari
• iOS: mWeb Chrome
• Windows: Chrome
• MacOS: Chrome / Safari

Screenshots/Videos

Bug7129633_1776173468854.tc_wallet_-.mp4

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Issue Owner

Current Issue Owner: @shubham1206agra

Upwork Automation - Do Not Edit

• Upwork Job URL: https://www.upwork.com/jobs/~022044068898969227790
• Upwork Job ID: 2044068898969227790
• Last Price Increase: 2026-04-21

[MelvinBot]

Proposal

What is the root cause of that problem?

When UpdatePersonalDetailsForWallet fails SSN verification, the backend returns errorCode: 'ssnError' on the walletAdditionalDetails Onyx key. The frontend correctly detects this and switches the SSN input from 4-digit to 9-digit mode (SocialSecurityNumberStep.tsx:20). The user can re-enter a 9-digit SSN and re-submit.

However, the updatePersonalDetails action's optimistic data clears errors and errorFields but never clears errorCode. This means:

1. If the backend keeps returning ssnError (e.g., for SSN values that can't be verified), the user is stuck in an infinite loop — they re-enter 9 digits, re-submit, and get the same error.
2. Even if the backend succeeds on retry, the stale errorCode: 'ssnError' persists during the optimistic phase, keeping shouldAskForFullSSN true until the server response overwrites it.

The deeper issue is that the flow has no escape hatch — if SSN verification fails repeatedly, the user should see a general "wallet can't be enabled" message (as the expected result states), but instead the frontend keeps looping on the SSN error because errorCode is never reset and there's no maximum retry logic.

What changes do you think we should make in order to solve the problem?

Clear errorCode alongside errors and errorFields in the optimistic data of updatePersonalDetails in Wallet.ts:65-75:

Add errorCode: null to the optimistic merge value so it resets on each submission attempt. This ensures the frontend doesn't carry stale error state across retries. If the backend returns ssnError again, it will be set fresh in the response; if it succeeds or returns a different error, the UI will reflect the correct state.

This is consistent with how other wallet actions (like verifyIdentity) clear their error state optimistically.

What alternative solutions did you explore? (Optional)

An alternative would be to add a retry counter on the frontend — after N failed SSN attempts, navigate the user to a general failure screen. However, this adds client-side complexity and the backend should be the authority on whether to keep retrying or fail gracefully. Clearing errorCode optimistically is the simpler, more correct fix.

Investigation details

Key files:

• SocialSecurityNumberStep.tsx — SSN input, switches between 4/9-digit mode based on errorCode
• ConfirmationStep.tsx — Shows backend error, allows re-editing SSN
• Wallet.ts — updatePersonalDetails with incomplete optimistic error clearing
• CONST/index.ts:3172 — WALLET.ERROR.SSN = 'ssnError'

Data flow when bug occurs:

1. User completes personal info with 4-digit SSN → submits via updatePersonalDetails
2. Backend returns errorCode: 'ssnError' + error message on walletAdditionalDetails
3. ConfirmationStep displays error, shouldAskForFullSSN becomes true
4. User edits SSN to 9 digits (saved to draft since isEditing: true)
5. User re-submits → optimistic data clears errors/errorFields but NOT errorCode
6. Backend processes and may return ssnError again → user is stuck

Note: The old single-page flow (AdditionalDetailsStep.tsx) has the same underlying issue with errorCode persistence, but its single-form UI makes the re-entry more natural. The multi-substep flow makes the "stuck" state more apparent because the user navigates between steps.

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Next Steps for Contributor+ team: Reply with @MelvinBot implement this to create a draft PR, @MelvinBot <your feedback> to refine this analysis, or explain why you are rejecting Melvin's proposal.

[melvin-bot]

Triggered auto assignment to Contributor-plus team member for initial proposal review - @shubham1206agra (External)

[melvin-bot]

Job added to Upwork: https://www.upwork.com/jobs/~022044068898969227790

[trasnake87]

Proposal

Please re-state the problem that we are trying to solve in this issue.

When the Wallet's Personal Info submission fails with an SSN error, the backend asks for the full 9-digit SSN, but the UI keeps looping on the same SSN error instead of letting the user recover or surfacing a general "wallet can't be enabled" message.

What is the root cause of that problem?

After the first failed submission, walletAdditionalDetails.errorCode is set to ssnError, yet getInitialSubstepForPersonalInfo only checks whether SSN_LAST_4 is empty. Because the previous 4-digit value is still populated in the draft, the user is routed straight to the Confirmation substep (index 5) instead of the SSN substep (index 4). The ConfirmationStep then re-submits the same 4-digit SSN when the user taps "Confirm", which the backend rejects again with the same ssnError, producing the stuck state seen in the video.

What changes do you think we should make in order to solve the problem?

Teach getInitialSubstepForPersonalInfo (and pass the error code in) to force the user back to the SSN substep whenever the full-9 SSN is being asked for, so they must re-enter a 9-digit SSN before they can re-confirm:

function getInitialSubstepForPersonalInfo(data: PersonalInfoStepProps, shouldAskForFullSSN = false): number {
    // ...existing checks...
    if (data[personalInfoKeys.SSN_LAST_4] === '' || shouldAskForFullSSN) {
        return 4;
    }
    return 5;
}

And in PersonalInfo.tsx:

const shouldAskForFullSSN = walletAdditionalDetails?.errorCode === CONST.WALLET.ERROR.SSN;
const startFrom = useMemo(() => getInitialSubstepForPersonalInfo(values, shouldAskForFullSSN), [values, shouldAskForFullSSN]);

This guarantees the SSN input (with maxLength=9 and isValidSSNFullNine validation) is always shown after an SSN error, preventing the Confirmation screen from silently re-submitting stale 4-digit data.

[trasnake87]

Contributor details
Your Expensify account email: trasnake87@gmail.com
Upwork Profile Link: https://www.upwork.com/freelancers/~010f770315ab181656

[melvin-bot]

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[Nghondzweni]

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