[$250] "Cannot get account details, please try again or contact concierge@expensify.com" message displayed for new customer account

[m-natarajan]

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Version Number: 9.0.16-5 Reproducible in staging?: Y Reproducible in production?: Y If this was caught during regression testing, add the test name, ID and link from TestRail: Email or phone of affected tester (no customers): Logs: https://stackoverflow.com/c/expensify/questions/4856 Expensify/Expensify Issue URL: Issue reported by: @Christinadobrzyn Slack conversation: https://expensify.slack.com/archives/C049HHMV9SM/p1722892132773719

Action Performed:

1. Go to NewDot
2. Send an Invoice or submit an expense to a new customer who doesn't already have an account.
3. Sign in to the new customer's account (linked to a private or public domain)

Expected Result:

You should be able to sign into the new customer account

Actual Result:

Getting "Cannot get account details, please try again or contact concierge@expensify.com"

Workaround:

Can the user still use Expensify without this being fixed? Have you informed them of the workaround?

Platforms:

Which of our officially supported platforms is this issue occurring on?

• [ ] Android: Native
• [ ] Android: mWeb Chrome
• [ ] iOS: Native
• [ ] iOS: mWeb Safari
• [x] MacOS: Chrome / Safari
• [ ] MacOS: Desktop

Screenshots/Videos

https://github.com/user-attachments/assets/b2622813-b5f2-40af-858c-d49827304c71

https://github.com/user-attachments/assets/e8e4c21f-a8bb-4084-b5f0-46ecc0dcdb57

Add any screenshot/video evidence

View all open jobs on GitHub

Upwork Automation - Do Not Edit

• Upwork Job URL: https://www.upwork.com/jobs/~01ea2b8c2a849d5b76
• Upwork Job ID: 1820987950074782073
• Last Price Increase: 2024-08-07

Issue Owner

Current Issue Owner: @aimane-chnaif

[melvin-bot[bot]]

Triggered auto assignment to @isabelastisser (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details. Please add this bug to a GH project, as outlined in the SO.

[kpadmanabhan]

@m-natarajan : unable to reproduce this in staging now. could it be that anoyther build was deployed? where can i check the deploy status of staging? i am able to successfully login to a fresh account and see the expense submitted from old account.

[mkhutornyi]

Dupe of https://github.com/Expensify/App/issues/45252. The fix is on prod on Jul 30 It seems reproducible again cc: @Julesssss @iwiznia

[Julesssss]

Lets continue to treat this as a new issue. During triage the previous fix might be a helpful reference.

[melvin-bot[bot]]

Job added to Upwork: https://www.upwork.com/jobs/~01ea2b8c2a849d5b76

[melvin-bot[bot]]

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

[jaydamani]

The issue looks similar to before from front-end side. The BeginSignIn request for account with error and without error is same so this is likely a back-end issue. Let me know if this needs to be a formal proposal or requires further investigation API request with error:

email: xxxxxx+n3@gmail.com
apiRequestType: read
referer: ecash
platform: web
api_setCookie: false
isFromDevEnv: false
appversion: 9.0.17-2
clientUpdateID: -1

API request without error:

email: xxxxxx+3n@gmail.com
apiRequestType: read
referer: ecash
platform: web
api_setCookie: false
isFromDevEnv: false
appversion: 9.0.17-2
clientUpdateID: -1

[isabelastisser]

@aimane-chnaif, can you please review the comment above and provide an update? Thanks!

[aimane-chnaif]

@jaydamani please follow proposal template as stated in contributing guideline. Thanks

[aimane-chnaif]

@Julesssss do you think this should be fixed in FE? I think the root cause is still in BE.

[Julesssss]

Yeah I agree this is backend.

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[aimane-chnaif]

Waiting for backend fix

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[isabelastisser]

Waiting for internal engineer assignment.

[melvin-bot[bot]]

@isabelastisser @aimane-chnaif this issue was created 2 weeks ago. Are we close to a solution? Let's make sure we're treating this as a top priority. Don't hesitate to create a thread in #expensify-open-source to align faster in real time. Thanks!

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif 6 days overdue. This is scarier than being forced to listen to Vogon poetry!

[isabelastisser]

Waiting for internal engineer assignment.

[aimane-chnaif]

Not overdue

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Eep! 4 days overdue now. Issues have feelings too...

[isabelastisser]

still waiting for internal engineer assignment.

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Still overdue 6 days?! Let's take care of this!

[isabelastisser]

waiting for the assignment!

[aimane-chnaif]

Not overdue

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[isabelastisser]

Still waiting for the assignment.

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Huh... This is 4 days overdue. Who can take care of this?

[aimane-chnaif]

Not overdue

[melvin-bot[bot]]

@isabelastisser, @aimane-chnaif Huh... This is 4 days overdue. Who can take care of this?

[isabelastisser]

VIP-SPLIT is paused: https://expensify.slack.com/archives/C05RECHFBEW/p1725313602258519