[$250] Bank Account Setup Stuck in “Review” State While Prompting User to Continue Setup

[m-natarajan]

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Version Number: v9.3.63-0 (web) v9.3.59-4 (mobile, iOS)
Reproducible in staging?: Needs reproduction (Unable to reproduce)
Reproducible in production?: Needs reproduction
If this was caught during regression testing, add the test name, ID and link from BrowserStack:
Email or phone of affected tester (no customers):
Logs: https://stackoverflow.com/c/expensify/questions/4856
Expensify/Expensify Issue URL:
Issue reported by: @marianaabussamra
Slack conversation (hyperlinked to channel name): #Expensify Bugs

Action Performed:

1. Navigate to Account → Wallet
2. Click on an existing bank account
3. Click “Continue setup”
4. Observe:
   Chat message: “Our team will review your information and circle back”

Expected Result:

One of the following should happen:

If submitted:
Bank account should be fully in review state
No prompt to continue setup
Concierge message or tracking (e.g., internal follow-up) should exist
If incomplete:
User should be clearly prompted to complete missing information
No “under review” messaging should appear

Actual Result:

User sees:
Message indicating review in progress
Simultaneous prompt to continue setup
Backend (via Supportal) shows:
Incomplete bank account data
No:
Concierge follow-up
Clear status tracking

Workaround:

Unknown

Platforms:

Select the officially supported platforms where the issue was reproduced:

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

Screenshots/Videos

The screenshot for the issue is in Slack thread

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Issue Owner

Current Issue Owner: @parasharrajat

Upwork Automation - Do Not Edit

• Upwork Job URL: https://www.upwork.com/jobs/~022049528034452904808
• Upwork Job ID: 2049528034452904808
• Last Price Increase: 2026-05-27

[exfy-zapier]

This has been labelled "Needs Reproduction". Follow the steps here: https://stackoverflowteams.com/c/expensify/questions/16989

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[MelvinBot]

Proposal

What is the root cause of that problem?

The Wallet page shows an "Action required" badge and a "Continue setup" button for bank accounts in the VERIFYING state because both isBankAccountPartiallySetup() and hasInProgressUSDVBBA() treat VERIFYING as an incomplete/in-progress account:

• isBankAccountPartiallySetup() returns true for SETUP, VERIFYING, and PENDING — this drives the "Action required" badge in the Wallet list.
• hasInProgressUSDVBBA() returns true for any state that isn't OPEN or LOCKED — this drives the "Continue with setup" button on the reimbursement account entry point.

When the user taps "Continue setup", they land on the ConnectBankAccount screen which shows the FinishChatCard — a "Let's finish in chat!" message indicating the account is under review. This creates a contradictory UX: the user is told to "continue setup" but then sees an "under review" message.

The VERIFYING state means the Expensify team is reviewing the account — the user cannot meaningfully "continue setup" at this point.

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

Option A (recommended): Exclude VERIFYING from isBankAccountPartiallySetup() in BankAccountUtils.ts:14-16 so the Wallet list no longer shows "Action required" for accounts under review. The FinishChatCard screen remains accessible if the user navigates to the reimbursement account page directly (via workspace settings), which is appropriate since it offers "Update details" and "Start over" options alongside the chat prompt.

Option B: Additionally exclude VERIFYING from hasInProgressUSDVBBA() in ReimbursementAccountUtils.ts:41-43. This would also remove the "Continue with setup" button from the entry point, but may have wider implications since this function is used across the reimbursement account flow.

Both options would need careful review of callers to ensure the change doesn't break legitimate flows where VERIFYING accounts need user action.

What alternative solutions did you explore? (Optional)

An alternative is to keep both functions unchanged but modify the Wallet's badge logic in PaymentMethodListItem.tsx:143-151 to show a different badge text (e.g., "Under review") for VERIFYING accounts instead of "Action required". This is more cosmetic but would still leave the misleading "Continue setup" entry in the workspace flow.

Investigation details

Key code paths:

1. BankAccountUtils.ts:14-16 — isBankAccountPartiallySetup() treats VERIFYING as partial setup
2. ReimbursementAccountUtils.ts:41-43 — hasInProgressUSDVBBA() treats everything except OPEN/LOCKED as in-progress
3. PaymentMethodListItem.tsx:99-101 — Uses isBankAccountPartiallySetup() to show "Action required" badge
4. VerifiedBankAccountFlowEntryPoint.tsx:245-261 — Shows "Continue with setup" button based on shouldShowContinueSetupButton
5. ConnectBankAccount.tsx:90-96 — Shows FinishChatCard for VERIFYING state

Bank account states (from CONST.ts): SETUP, PENDING, VERIFYING, VALIDATING, OPEN, LOCKED, DELETED

The contradiction: VERIFYING means the backend team is reviewing the account. But both utility functions classify it alongside SETUP/PENDING (states where user action IS needed), causing the UI to prompt the user to act when there's nothing actionable for them.

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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 - @parasharrajat (External)

[melvin-bot]

Job added to Upwork: https://www.upwork.com/jobs/~022049528034452904808

[nabi-ebrahimi]

Proposal

What is the root cause of that problem?

ReimbursementAccountPage only skips the entry “Continue setup” screen for USD bank accounts in the PENDING state. It does not do the same for VERIFYING.

The relevant code is here:

App/src/pages/ReimbursementAccount/ReimbursementAccountPage.tsx

Lines 256 to 264 in b77d56b

	return;
	}
	// If USD bank account is in pending state, we should navigate straight to the validation step and skip Continue step
	if (policyCurrency === CONST.CURRENCY.USD && achData?.state === CONST.BANK_ACCOUNT.STATE.PENDING) {
	setUSDBankAccountStep(CONST.BANK_ACCOUNT.STEP.VALIDATION);
	goToWithdrawalAccountSetupStep(CONST.BANK_ACCOUNT.STEP.VALIDATION);
	return;
	}

Because VERIFYING is still treated as an in-progress VBBA by hasInProgressUSDVBBA(), the entry point shows the “Continue setup” button:

App/src/libs/ReimbursementAccountUtils.ts

Lines 41 to 43 in b77d56b

	const hasInProgressUSDVBBA = (achData?: ACHDataReimbursementAccount): boolean => {
	return !!achData?.bankAccountID && !!achData?.state && achData?.state !== CONST.BANK_ACCOUNT.STATE.OPEN && achData?.state !== CONST.BANK_ACCOUNT.STATE.LOCKED;
	};

After pressing that button, the app opens the USD validation step, where ConnectBankAccount correctly detects VERIFYING and renders FinishChatCard:

App/src/pages/ReimbursementAccount/USD/ConnectBankAccount/ConnectBankAccount.tsx

Lines 60 to 96 in b77d56b

	const isBankAccountVerifying = !maxAttemptsReached && bankAccountState === CONST.BANK_ACCOUNT.STATE.VERIFYING;
	const isBankAccountPending = bankAccountState === CONST.BANK_ACCOUNT.STATE.PENDING;
	const requiresTwoFactorAuth = account?.requiresTwoFactorAuth ?? false;
	return (
	<ScreenWrapper
	testID="ConnectBankAccount"
	includeSafeAreaPaddingBottom={false}
	shouldEnablePickerAvoiding={false}
	shouldEnableMaxHeight
	>
	<HeaderWithBackButton
	title={isBankAccountPending ? translate('connectBankAccountStep.validateYourBankAccount') : translate('bankAccount.addBankAccount')}
	onBackButtonPress={onBackButtonPress}
	/>
	{maxAttemptsReached && (
	<View style={[styles.m5, styles.flex1]}>
	<Text>
	{translate('connectBankAccountStep.maxAttemptsReached')} {translate('common.please')}{' '}
	<TextLink onPress={handleNavigateToConciergeChat}>{translate('common.contactUs')}</TextLink>.
	</Text>
	</View>
	)}
	{!maxAttemptsReached && isBankAccountPending && (
	<BankAccountValidationForm
	requiresTwoFactorAuth={requiresTwoFactorAuth}
	reimbursementAccount={reimbursementAccount}
	policy={policy}
	/>
	)}
	{isBankAccountVerifying && (
	<FinishChatCard
	requiresTwoFactorAuth={requiresTwoFactorAuth}
	reimbursementAccount={reimbursementAccount}
	setUSDBankAccountStep={setUSDBankAccountStep}
	/>
	)}

So the bug is not that the review screen is wrong. The bug is that VERIFYING accounts are first routed through the actionable “Continue setup” entry point instead of opening the review/validation step directly.

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

When the loaded USD reimbursement account state is VERIFYING, route directly to CONST.BANK_ACCOUNT.STEP.VALIDATION, the same way we already do for PENDING.

Required change:

• In src/pages/ReimbursementAccount/ReimbursementAccountPage.tsx, replace the PENDING-only check with a PENDING or VERIFYING check.
• Keep hasInProgressUSDVBBA() unchanged so other flows can still know the bank account setup/review is unfinished.
• Keep ConnectBankAccount unchanged because it already renders the correct FinishChatCard for VERIFYING.

Tests to add:

• A focused reimbursement account navigation/UI test verifying that a USD account in VERIFYING opens the validation/review screen directly and does not render the “Continue setup” entry point.
• A regression case for PENDING to confirm it still opens the validation step directly.

An existing proposal suggested excluding VERIFYING from isBankAccountPartiallySetup() or from hasInProgressUSDVBBA(). That does not target the exact route transition causing the reported “Continue setup” button.

Changing hasInProgressUSDVBBA() would also affect other entry points that need to know the setup/review flow is still unfinished, such as card, travel, invoice, and workspace flows. The safer root-cause fix is to keep VERIFYING as in-progress, but make ReimbursementAccountPage open the already-supported review/validation step directly.

What alternative solutions did you explore? (Optional)