[$250] Add new concierge message after 30 days of broken card connection

[joekaufmanexpensify]

@JmillsExpensify and I have been discussing ways to improve the broken card connection experience. We realized recently that many customers leave broken connections indefinitely. We suspect this means they aren't aware that removing a card with a broken connection is a valid resolution path when it's no longer in use, expired, etc.

We already immediately send a concierge message in the #admins room when a company card connection breaks OR in the concierge DM when a personal card connection breaks. Now, we'd like to add an additional message sent in the same respective place for company cards and personal cards if the connection remains broken for 30+ days.

Broken company cards message

• Concierge message sent in #admins room 30 days after company card feed connection breaks.
• Draft copy:

The %feed name% connection has been broken for 30 days. [Log into your bank](link to workspace company cards page) to fix it, or [remove the connection](link to workspace company cards settings page) if it's no longer in use. We won't delete any submitted expenses if you remove it.

Broken personal card message

• Concierge message sent in concierge DM 30 days after personal card connection breaks.
• Draft copy:

Your %bank - card number% connection has been broken for 30 days. [Log into your bank](link to personal card details) to fix it, or [remove the card](link to personal card details) if it's no longer in use. We won't delete any submitted expenses if you remove it.

Issue Owner

Current Issue Owner: @truph01

Upwork Automation - Do Not Edit

• Upwork Job URL: https://www.upwork.com/jobs/~022045243944603273641
• Upwork Job ID: 2045243944603273641
• Last Price Increase: 2026-04-17

[melvin-bot]

Triggered auto assignment to Contributor-plus team member for initial proposal review - @truph01 (External)

[melvin-bot]

Triggered auto assignment to Design team member for new feature review - @dannymcclain (NewFeature)

[melvin-bot]

Job added to Upwork: https://www.upwork.com/jobs/~022045243944603273641

[joekaufmanexpensify]

@jamesdeanexpensify could you share thoughts on copy above?

[joekaufmanexpensify]

@dannymcclain removing you as no design input needed here

[joekaufmanexpensify]

@truph01 I think this may be a backend issue, but curious if you agree?

[samranahm]

🚨 Edited by proposal-police: This proposal was edited at 2026-04-17 21:28:08 UTC.

Proposal

What is the root cause of that problem?

New feature > Add a concierge message regarding broken connection after 30 days

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

We already have the conciergeBrokenConnection and we need to impliment the similar approch for card broken connection for 30 days

App/src/pages/inbox/report/PureReportActionItem.tsx

Lines 1301 to 1311 in 4cc4dcf

	} else if (isCardBrokenConnectionAction(action)) {
	const message = getOriginalMessage(action);
	const cardID = message?.cardID;
	const cardName = message?.cardName;
	const card = cardID ? cardList?.[cardID] : undefined;
	const connectionLink = cardID && isPersonalCardBrokenConnection(card) ? `${environmentURL}/${ROUTES.SETTINGS_WALLET_PERSONAL_CARD_DETAILS.getRoute(String(cardID))}` : undefined;
	children = (
	<ReportActionItemBasicMessage message="">
	<RenderHTML html={`<comment>${getCardConnectionBrokenMessage(card, cardName, translate, connectionLink)}</comment>`} />
	</ReportActionItemBasicMessage>
	);

1. Add 2 new action types

PERSONAL_CARD_CONNECTION_BROKEN_30_DAYS: 'PERSONALCARDCONNECTIONBROKEN30DAYS',
COMPANY_CARD_CONNECTION_BROKEN_30_DAYS: 'COMPANYCARDCONNECTIONBROKEN30DAYS',

2. Add translation in all locals

conciergeBrokenConnection30Days: ({cardName, connectionLink}: ConciergeBrokenCardConnectionParams) =>
connectionLink
? `Your ${cardName} connection has been broken for 30 days. <a href="${connectionLink}">Log into your bank</a> to fix it, or <a href="${connectionLink}">remove the card</a> if it's no longer in use. We won't delete any submitted expenses if you remove it.`
: `Your ${cardName} connection has been broken for 30 days. Log into your bank to fix it, or remove the card if it's no longer in use. We won't delete any submitted expenses if you remove it.`,


companyCardConnectionBroken30Days: ({feedName, workspaceCompanyCardRoute, workspaceCompanyCardSettingsRoute}: CompanyCardConnectionBroken30DaysParams) =>
    `The ${feedName} connection has been broken for 30 days. <a href='${workspaceCompanyCardRoute}'>Log into your bank</a> to fix it, or <a href='${workspaceCompanyCardSettingsRoute}'>remove the connection</a> if it's no longer in use. We won't delete any submitted expenses if you remove it.`,
    

3. Add helpers to get relevent connection broken message

function getCompanyCardConnectionBroken30DaysMessage(translate: LocalizedTranslate, action: OnyxEntry<ReportAction>): string {
    const {feedName, policyID} = getOriginalMessage(action as ReportAction<typeof CONST.REPORT.ACTIONS.TYPE.COMPANY_CARD_CONNECTION_BROKEN_30_DAYS>) ?? {feedName: '', policyID: ''};
    const workspaceCompanyCardRoute = `${environmentURL}/${ROUTES.WORKSPACE_COMPANY_CARDS.getRoute(policyID)}`;
    const workspaceCompanyCardSettingsRoute = `${environmentURL}/${ROUTES.WORKSPACE_COMPANY_CARDS_SETTINGS.getRoute(policyID)}`;
    return translate('report.actions.type.companyCardConnectionBroken30Days', {
        feedName,
        workspaceCompanyCardRoute,
        workspaceCompanyCardSettingsRoute,
    });
}

function getPersonalCardConnectionBroken30DaysMessage(card: Card | undefined, originalCardName: string | undefined, translate: LocaleContextProps['translate'], connectionLink?: string) {
    const personalCardName = originalCardName ?? card?.cardName ?? getBankName(card?.bank as CompanyCardFeed);
    return translate('personalCard.conciergeBrokenConnection30Days', {cardName: personalCardName, connectionLink});
}

4. Update PureReportActionItem to include both action types

} else if (isActionOfType(action, CONST.REPORT.ACTIONS.TYPE.PERSONAL_CARD_CONNECTION_BROKEN_30_DAYS)) {
const message = getOriginalMessage(action);
const cardID = message?.cardID;
const cardName = message?.cardName;
const card = cardID ? cardList?.[cardID] : undefined;
const connectionLink = cardID ? `${environmentURL}/${ROUTES.SETTINGS_WALLET_PERSONAL_CARD_DETAILS.getRoute(String(cardID))}` : undefined;
children = (
    <ReportActionItemBasicMessage message="">
        <RenderHTML html={`<comment>${getPersonalCardConnectionBroken30DaysMessage(card, cardName, translate, connectionLink)}</comment>`} />
    </ReportActionItemBasicMessage>
);

...

} else if (isActionOfType(action, CONST.REPORT.ACTIONS.TYPE.COMPANY_CARD_CONNECTION_BROKEN_30_DAYS)) {
    children = (
        <ReportActionItemBasicMessage message="">
            <RenderHTML html={`<comment><muted-text>${getCompanyCardConnectionBroken30DaysMessage(translate, action)}</muted-text></comment>`} />
        </ReportActionItemBasicMessage>
    );

5. Update computeReportNameBasedOnReportAction, getOptionData, ContextMenuActions

if (isActionOfType(parentReportAction, CONST.REPORT.ACTIONS.TYPE.COMPANY_CARD_CONNECTION_BROKEN_30_DAYS)) {
    return Parser.htmlToText(getCompanyCardConnectionBroken30DaysMessage(translate, parentReportAction));
}

} else if (isActionOfType(lastAction, CONST.REPORT.ACTIONS.TYPE.COMPANY_CARD_CONNECTION_BROKEN_30_DAYS)) {
result.alternateText = Parser.htmlToText(getCompanyCardConnectionBroken30DaysMessage(translate, lastAction));

Note: We also require BE changes to handle this new actions

What alternative solutions did you explore? (Optional)

Reminder: Please use plain English, be brief and avoid jargon. Feel free to use images, charts or pseudo-code if necessary. Do not post large multi-line diffs or write walls of text. Do not create PRs unless you have been hired for this job.