[Supportal] Clicking New Expensify in Supportal loads login page instead

[stephanieelliott]

Version Number: Reproducible in staging?: Yes Reproducible in production?: Yes If this was caught during regression testing, add the test name, ID and link from TestRail: Email or phone of affected tester (no customers): Stephtestuser1@expensicorp.com Logs: 8d0d0580f9e2c423-HNL Expensify/Expensify Issue URL: N/A Issue reported by: @stephanieelliott Slack conversation:

Action Performed:

1. Support log into a customer account
2. Click New Expensify
3. see login page load instead of Supportal

Expected Result:

New Expensify Supportal should load when clicked (as you are already logged in)

Actual Result:

Login page loads. Logs show:

[OOPS!] Oops... something went wrong and your request could not be completed. This might happen if you’ve changed your password or signed into a different account recently. Please try returning to your Expenses page or sign out here before trying again. If this issue persists, please reach out to us at

Workaround:

Navigate back to Supportal > click New Expensify Support again

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/3edea22c-2a6b-4a01-a144-c14d4ba68698

[melvin-bot[bot]]

Triggered auto assignment to @dylanexpensify (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.

[melvin-bot[bot]]

@dylanexpensify Whoops! This issue is 2 days overdue. Let's get this updated quick!

[melvin-bot[bot]]

@dylanexpensify Eep! 4 days overdue now. Issues have feelings too...

[dylanexpensify]

Tackling this evening!

[melvin-bot[bot]]

Triggered auto assignment to @Christinadobrzyn (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.

[dylanexpensify]

Hey @Christinadobrzyn! I'm heading out on parental leave so reassigning this! TY! 🙇‍♂️

[melvin-bot[bot]]

@Christinadobrzyn Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[Christinadobrzyn]

Have been affected by this too. Gonna try to find someone to tackle this!

[Christinadobrzyn]

Tested on a few user accounts:

• corey.printup@purplerac.com
• stephanie@veda.tech
• vincent.hughes@generateupcycle.com
• c.dobrzyn@expensify.com

With some of the above accounts, NewDot loads without an issue and other times it 500 errors and directs to the login page after a reload.

[Christinadobrzyn]

Posted for a volunteer - https://expensify.slack.com/archives/C07NZ8B1VTQ/p1729651828061979

[Christinadobrzyn]

This happened again today. This is a more accurate example of what I've been seeing.

Steps to reproduce:

1. Supportal from the chat > click New Expensify
2. Automatic redirect to the ND login page > refresh the browser and remain on the login page
3. I usually can't get beyond the login page.

(In the video I even signed into my own ND account to make sure I was signed into ND somewhere - I just started concierge chat support for the day)

Logs of chat with mburkart@meriwetherco.com

• 8d3c0c80ddb82ea1-MEL

• 8d75e0764dfc8664-PER

I don't see anything matching Stephanie's logs and mine—there were a few 405 throttles in Stephanie's, but they aren't showing in mine. I do see this line, but I don't know if it relates.

Video:

[Christinadobrzyn]

looking for a volunteer - https://expensify.slack.com/archives/C07NZ8B1VTQ/p1729839971462369?thread_ts=1729651828.061979&cid=C07NZ8B1VTQ

[melvin-bot[bot]]

@Christinadobrzyn 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!

[Christinadobrzyn]

monitoring - https://expensify.slack.com/archives/C07NZ8B1VTQ/p1729839971462369?thread_ts=1729651828.061979&cid=C07NZ8B1VTQ

[Christinadobrzyn]

@iwiznia would you be able to increase the throttle based on our Slack discussion? https://expensify.slack.com/archives/C041MSTR8J1/p1729736739416729?thread_ts=1726227409.896439&cid=C041MSTR8J1

Or should we close this and wait for more reports?

[iwiznia]

We can but not sure what throttle we need to update. What's the flow exactly? Looking at the video I don't see any throttle message or anything indicating that throttling is what's causing this

[Christinadobrzyn]

Ah yes, there's nothing in this issue indicating it relates to the 500 throttle error.

However, I was thinking we could try increasing the throttle to solve this 500 error to see if that also helps with this issue?

What's the flow exactly?

Flow is:

• Get a customer chat
• Click Supportal > new tab opens with customer's Supportal dashboard
• Click New Expensify > new tab opens for New Expensify
• Login page loads - it's not possible to get beyond the login page
• refreshing the browser doesn't help

Logs here

[iwiznia]

Code is here so allegedly you only get throttled if you try to support login more than once in 30s, which sounds quite reasonable to me. I wonder if something is calling it twice in that flow.

[iwiznia]

Indeed, when clicking on supportal, we call GetSupportAuthToken (see requestID 8dae058feab39c0e-EZE) and when clicking New Expensify we call it again (see requestID 8dae060c897f9c0e-EZE)

[iwiznia]

And I think opening newDot calls it even once more (see requestID 8dae1918fd0b9c0e-EZE)

[Christinadobrzyn]

Ah thank you @iwiznia - can I assign this issue to you or should I reach out to the team for a volunteer? Let me know what's best for you!

[iwiznia]

Assigned, will send a PR after discussing the solutions here