[Internal QA] Fix: Part 1: New Expensify Supportal access issues

[allgandalf]

Explanation of Change

Problem:
During an account transition (e.g., support login via /transition URL), an OpenReport API call for a reportID from the previous user's session was prematurely initiated. This occurred before the new user's SignInWithSupportAuthToken API request had completed, leading to display of stale data.

Note that this used to only happen if the supportal agent had a workspace chat open before supportal into customer account

Root Cause:
The ReportsSplitNavigator component, responsible for determining the initial report to display, would call ReportUtils.findLastAccessedReport() during its useState initialization for initialReportID. At this early stage of a /transition (before new user session data fully loads and overwrites stale Onyx data), findLastAccessedReport() would still retrieve a "last accessed report" from the previous session's cached Onyx data. This old reportID was then passed to ReportScreen via initialParams, which in turn triggered an openReport API call for this irrelevant report.

Solution:
The fix prevents ReportsSplitNavigator from attempting to resolve an initialReportID from cached data when a transition is in progress and no explicit report ID is provided in the URL.

ReportsSplitNavigator.tsx: An isTransitioning check should be added. If the current URL is a /transition and no reportID is present in the URL path, ReportsSplitNavigator now explicitly sets the reportID passed to ReportScreen to an empty string ('').

Fixed Issues

$ https://github.com/Expensify/Expensify/issues/545504
PROPOSAL:

Tests

• Verify that no errors appear in the JS console

Offline tests

QA Steps

1. Login into NewDot as supportal agent
2. Open a workspace chat where you submit your expense.
3. Close the tab
4. Go to https://www.staging. expensify.com/_support/ with the same supportal agent account
5. Supportal login into another account
6. Click to supportal login into ND
7. Immediately open the networks tab when you are redirected

Verify that there is no openReport call before SignInWithSupportAuthToken api call

8. Once supportal Logged in, Go to workspaces tab in the customer account

Verify that you do not see any stale data of workspaces of the supportal agent who was previously logged in

• Verify that no errors appear in the JS console

PR Author Checklist

• I linked the correct issue in the ### Fixed Issues section above
• I wrote clear testing steps that cover the changes made in this PR
  • I added steps for local testing in the Tests section
  • I added steps for the expected offline behavior in the Offline steps section
  • I added steps for Staging and/or Production testing in the QA steps section
  • I added steps to cover failure scenarios (i.e. verify an input displays the correct error message if the entered data is not correct)
  • I turned off my network connection and tested it while offline to ensure it matches the expected behavior (i.e. verify the default avatar icon is displayed if app is offline)
  • I tested this PR with a High Traffic account against the staging or production API to ensure there are no regressions (e.g. long loading states that impact usability).
• I included screenshots or videos for tests on all platforms
• I ran the tests on all platforms & verified they passed on:
  • Android: Native
  • Android: mWeb Chrome
  • iOS: Native
  • iOS: mWeb Safari
  • MacOS: Chrome / Safari
  • MacOS: Desktop
• I verified there are no console errors (if there's a console error not related to the PR, report it or open an issue for it to be fixed)
• I verified there are no new alerts related to the canBeMissing param for useOnyx
• I followed proper code patterns (see Reviewing the code)
  • I verified that any callback methods that were added or modified are named for what the method does and never what callback they handle (i.e. toggleReport and not onIconClick)
  • I verified that comments were added to code that is not self explanatory
  • I verified that any new or modified comments were clear, correct English, and explained "why" the code was doing something instead of only explaining "what" the code was doing.
  • I verified any copy / text shown in the product is localized by adding it to src/languages/* files and using the translation method
    • If any non-english text was added/modified, I used JaimeGPT to get English > Spanish translation. I then posted it in #expensify-open-source and it was approved by an internal Expensify engineer. Link to Slack message:
  • I verified all numbers, amounts, dates and phone numbers shown in the product are using the localization methods
  • I verified any copy / text that was added to the app is grammatically correct in English. It adheres to proper capitalization guidelines (note: only the first word of header/labels should be capitalized), and is either coming verbatim from figma or has been approved by marketing (in order to get marketing approval, ask the Bug Zero team member to add the Waiting for copy label to the issue)
  • I verified proper file naming conventions were followed for any new files or renamed files. All non-platform specific files are named after what they export and are not named "index.js". All platform-specific files are named for the platform the code supports as outlined in the README.
  • I verified the JSDocs style guidelines (in STYLE.md) were followed
• If a new code pattern is added I verified it was agreed to be used by multiple Expensify engineers
• I followed the guidelines as stated in the Review Guidelines
• I tested other components that can be impacted by my changes (i.e. if the PR modifies a shared library or component like Avatar, I verified the components using Avatar are working as expected)
• I verified all code is DRY (the PR doesn't include any logic written more than once, with the exception of tests)
• I verified any variables that can be defined as constants (ie. in CONST.ts or at the top of the file that uses the constant) are defined as such
• I verified that if a function's arguments changed that all usages have also been updated correctly
• If any new file was added I verified that:
  • The file has a description of what it does and/or why is needed at the top of the file if the code is not self explanatory
• If a new CSS style is added I verified that:
  • A similar style doesn't already exist
  • The style can't be created with an existing StyleUtils function (i.e. StyleUtils.getBackgroundAndBorderStyle(theme.componentBG))
• If new assets were added or existing ones were modified, I verified that:
  • The assets are optimized and compressed (for SVG files, run npm run compress-svg)
  • The assets load correctly across all supported platforms.
• If the PR modifies code that runs when editing or sending messages, I tested and verified there is no unexpected behavior for all supported markdown - URLs, single line code, code blocks, quotes, headings, bold, strikethrough, and italic.
• If the PR modifies a generic component, I tested and verified that those changes do not break usages of that component in the rest of the App (i.e. if a shared library or component like Avatar is modified, I verified that Avatar is working as expected in all cases)
• If the PR modifies a component related to any of the existing Storybook stories, I tested and verified all stories for that component are still working as expected.
• If the PR modifies a component or page that can be accessed by a direct deeplink, I verified that the code functions as expected when the deeplink is used - from a logged in and logged out account.
• If the PR modifies the UI (e.g. new buttons, new UI components, changing the padding/spacing/sizing, moving components, etc) or modifies the form input styles:
  • I verified that all the inputs inside a form are aligned with each other.
  • I added Design label and/or tagged @Expensify/design so the design team can review the changes.
• If a new page is added, I verified it's using the ScrollView component to make it scrollable when more elements are added to the page.
• I added unit tests for any new feature or bug fix in this PR to help automatically prevent regressions in this user flow.
• If the main branch was merged into this PR after a review, I tested again and verified the outcome was still expected according to the Test steps.

Screen.Recording.2025-10-09.at.12.41.58.PM.mov

[melvin-bot]

@eh2077 Please copy/paste the Reviewer Checklist from here into a new comment on this PR and complete it. If you have the K2 extension, you can simply click: [this button]

[allgandalf]

@eh2077 please ignore this ping, this one would be internalQA

[allgandalf]

Spellcheck failure seems unrelated to the changes in our PR

Error: Unknown word (Incase)
src/components/PopoverProvider/index.tsx:46:16 Unknown word (Incase)
Files checked: 6249, Issues found: 1 in 1 files.
Error: 1 spelling issue found in 1 of the 6249 files checked.
Done.

[allgandalf]

CI is green now 🥳

[MariaHCD]

The RCA and the code makes sense to me but I'm still seeing some buggy behavior with Supportal

1. When Supportaling to ND, the ND login screen flashes briefly
2. In ND, sometimes the page results in infinite loading (maybe because there is no reportID in the url?)
3. Restore stashed login resulted in the workspaces of both the agent and the user being displayed

Screen.Recording.2025-10-09.at.2.02.47.PM.mov

[mountiny]

Making adhoc as we can also test on it if you really fast with the url

[github-actions]

🚧 @mountiny has triggered a test Expensify/App build. You can view the workflow run here.

[github-actions]

🧪🧪 Use the links below to test this adhoc build on Android, iOS, Desktop, and Web. Happy testing! 🧪🧪
Built from App PR #72170.

Android 🤖	iOS 🍎
https://ad-hoc-expensify-cash.s3.amazonaws.com/android/72170/index.html	https://ad-hoc-expensify-cash.s3.amazonaws.com/ios/72170/index.html

Desktop 💻	Web 🕸️
https://ad-hoc-expensify-cash.s3.amazonaws.com/desktop/72170/NewExpensify.dmg	https://72170.pr-testing.expensify.com

---

👀 View the workflow run that generated this build 👀

[allgandalf]

Restore stashed login resulted in the workspaces of both the agent and the user being displayed

This issue is part of bug 2, which i posted here, once the expected behaviour is learned, i can raise a PR to fix this

When Supportaling to ND, the ND login screen flashes briefly
In ND, sometimes the page results in infinite loading (maybe because there is no reportID in the url?)

Maybe all these issues were because you were on 4g connection which you set in networks tab? Are you able to reproduce these issues when no throttle is selected ? when i tested locally it worked fine

[MariaHCD]

Strange - I tested with No throttling but still got the buggy behavior 🤔

Screen.Recording.2025-10-09.at.5.57.53.PM.mov

[allgandalf]

Hmm very strange, I can run the whole flow pretty neatly:

Screen.Recording.2025-10-10.at.11.43.34.AM.mov

Is there any specific setup you have which i am missing?

Also just a wild guess, can you perform the flow without opening the console ? There are reactors on the FE which respond to changes of screen size, not 100% sure but just something that came to my mind

[MariaHCD]

Tried without opening up the console but still got some buggy behavior...

Screen.Recording.2025-10-10.at.2.31.54.PM.mov

The account I'm supportal-ing into has quite a bit of data (reports, workspaces, etc.) so maybe that is a factor here? I can test with another smaller account to test that theory.

[MariaHCD]

Hmm, no, seems like it doesn't really improve even if I supportal into a new account with little data:

Screen.Recording.2025-10-10.at.2.38.53.PM.mov

[MariaHCD]

Tried testing with the adhoc builds but the transition doesn't work at all 🤔

Screen.Recording.2025-10-10.at.2.50.23.PM.mov

[mountiny]

On the adhoc you need to be really fast so the token is not used

[mountiny]

I have managed to do it on the adhoc only once, but its really tricky for the steps @allgandalf needs here so yeah definitely better to test locally this one.

Screen.Recording.2025-10-10.at.15.42.57.mp4

[mountiny]

Alright so I tested locally and seems to work well (I added throttling to 3G so its a bit easier to open the networks tab in time etc)

Seems like the SignInWithSupportAuthToken was called twice - the first time with email null. I think that is a bug in itself to look into.

But from what I could see it worked fine for me 🙌 @allgandalf

Screen.Recording.2025-10-10.at.16.38.35.mp4

[mountiny]

Works fine for me from my testing

[mountiny]

I think this memo would be useless when we turn on the React Compiler so I wonder if we need it here. Probably good for now ✅

[MariaHCD]

Reviewer Checklist

• I have verified the author checklist is complete (all boxes are checked off).
• I verified the correct issue is linked in the ### Fixed Issues section above
• I verified testing steps are clear and they cover the changes made in this PR
  • I verified the steps for local testing are in the Tests section
  • I verified the steps for Staging and/or Production testing are in the QA steps section
  • I verified the steps cover any possible failure scenarios (i.e. verify an input displays the correct error message if the entered data is not correct)
  • I turned off my network connection and tested it while offline to ensure it matches the expected behavior (i.e. verify the default avatar icon is displayed if app is offline)
• I checked that screenshots or videos are included for tests on all platforms
• I included screenshots or videos for tests on all platforms
• I verified that the composer does not automatically focus or open the keyboard on mobile unless explicitly intended. This includes checking that returning the app from the background does not unexpectedly open the keyboard.
• I verified tests pass on all platforms & I tested again on:
  • Android: HybridApp
  • Android: mWeb Chrome
  • iOS: HybridApp
  • iOS: mWeb Safari
  • MacOS: Chrome / Safari
  • MacOS: Desktop
• If there are any errors in the console that are unrelated to this PR, I either fixed them (preferred) or linked to where I reported them in Slack
• I verified there are no new alerts related to the canBeMissing param for useOnyx
• I verified proper code patterns were followed (see Reviewing the code)
  • I verified that any callback methods that were added or modified are named for what the method does and never what callback they handle (i.e. toggleReport and not onIconClick).
  • I verified that comments were added to code that is not self explanatory
  • I verified that any new or modified comments were clear, correct English, and explained "why" the code was doing something instead of only explaining "what" the code was doing.
  • I verified any copy / text shown in the product is localized by adding it to src/languages/* files and using the translation method
  • I verified all numbers, amounts, dates and phone numbers shown in the product are using the localization methods
  • I verified any copy / text that was added to the app is grammatically correct in English. It adheres to proper capitalization guidelines (note: only the first word of header/labels should be capitalized), and is either coming verbatim from figma or has been approved by marketing (in order to get marketing approval, ask the Bug Zero team member to add the Waiting for copy label to the issue)
  • I verified proper file naming conventions were followed for any new files or renamed files. All non-platform specific files are named after what they export and are not named "index.js". All platform-specific files are named for the platform the code supports as outlined in the README.
  • I verified the JSDocs style guidelines (in STYLE.md) were followed
• If a new code pattern is added I verified it was agreed to be used by multiple Expensify engineers
• I verified that this PR follows the guidelines as stated in the Review Guidelines
• I verified other components that can be impacted by these changes have been tested, and I retested again (i.e. if the PR modifies a shared library or component like Avatar, I verified the components using Avatar have been tested & I retested again)
• I verified all code is DRY (the PR doesn't include any logic written more than once, with the exception of tests)
• I verified any variables that can be defined as constants (ie. in CONST.ts or at the top of the file that uses the constant) are defined as such
• If a new component is created I verified that:
  • A similar component doesn't exist in the codebase
  • All props are defined accurately and each prop has a /** comment above it */
  • The file is named correctly
  • The component has a clear name that is non-ambiguous and the purpose of the component can be inferred from the name alone
  • The only data being stored in the state is data necessary for rendering and nothing else
  • For Class Components, any internal methods passed to components event handlers are bound to this properly so there are no scoping issues (i.e. for onClick={this.submit} the method this.submit should be bound to this in the constructor)
  • Any internal methods bound to this are necessary to be bound (i.e. avoid this.submit = this.submit.bind(this); if this.submit is never passed to a component event handler like onClick)
  • All JSX used for rendering exists in the render method
  • The component has the minimum amount of code necessary for its purpose, and it is broken down into smaller components in order to separate concerns and functions
• If any new file was added I verified that:
  • The file has a description of what it does and/or why is needed at the top of the file if the code is not self explanatory
• If a new CSS style is added I verified that:
  • A similar style doesn't already exist
  • The style can't be created with an existing StyleUtils function (i.e. StyleUtils.getBackgroundAndBorderStyle(theme.componentBG)
• If the PR modifies code that runs when editing or sending messages, I tested and verified there is no unexpected behavior for all supported markdown - URLs, single line code, code blocks, quotes, headings, bold, strikethrough, and italic.
• If the PR modifies a generic component, I tested and verified that those changes do not break usages of that component in the rest of the App (i.e. if a shared library or component like Avatar is modified, I verified that Avatar is working as expected in all cases)
• If the PR modifies a component related to any of the existing Storybook stories, I tested and verified all stories for that component are still working as expected.
• If the PR modifies a component or page that can be accessed by a direct deeplink, I verified that the code functions as expected when the deeplink is used - from a logged in and logged out account.
• If the PR modifies the UI (e.g. new buttons, new UI components, changing the padding/spacing/sizing, moving components, etc) or modifies the form input styles:
  • I verified that all the inputs inside a form are aligned with each other.
  • I added Design label and/or tagged @Expensify/design so the design team can review the changes.
• If a new page is added, I verified it's using the ScrollView component to make it scrollable when more elements are added to the page.
• For any bug fix or new feature in this PR, I verified that sufficient unit tests are included to prevent regressions in this flow.
• If the main branch was merged into this PR after a review, I tested again and verified the outcome was still expected according to the Test steps.
• I have checked off every checkbox in the PR reviewer checklist, including those that don't apply to this PR.

Screenshots/Videos

Android: HybridApp

NA

Android: mWeb Chrome

NA

iOS: HybridApp

NA

iOS: mWeb Safari

NA

MacOS: Chrome / Safari

Screen.Recording.2025-10-10.at.16.38.35.mp4

MacOS: Desktop

NA

[MariaHCD]

It might be that my local tests are something to do with my own setup considering that both you guys tested this successfully. The code looks good! Going to merge. Then we can test once this is on staging.

[OSBotify]

✋ This PR was not deployed to staging yet because QA is ongoing. It will be automatically deployed to staging after the next production release.

[OSBotify]

🚀 Deployed to staging by https://github.com/MariaHCD in version: 9.2.30-0 🚀

platform	result
🖥 desktop 🖥	success ✅
🕸 web 🕸	success ✅
🤖 android 🤖	success ✅
🍎 iOS 🍎	success ✅

[MariaHCD]

Tested on staging and it's working pretty well! 🎊 I do notice the login screen sometimes flashes when Support logging into the user and when restoring a stashed login but we can look into that as a follow up improvement:

Screen.Recording.2025-10-14.at.9.34.22.AM.mov

[mountiny]

Nice job @allgandalf !

[OSBotify]

🚀 Deployed to production by https://github.com/mountiny in version: 9.2.30-6 🚀

platform	result
🖥 desktop 🖥	success ✅
🕸 web 🕸	success ✅
🤖 android 🤖	success ✅
🍎 iOS 🍎	success ✅