Brex customer service — practical, expert guide

Overview of Brex support channels and scope

Brex, founded in 2017 and headquartered in San Francisco, CA, operates customer service primarily through digital channels: in-app chat, an online help center, and email-based ticketing. The company emphasizes self-service first; its public documentation and searchable knowledge base are available at https://help.brex.com and the main product site at https://brex.com. For developers and integrations, reference materials and API documentation are published on Brex’s developer portals and docs pages.

For most customers the first touchpoint is the in-app chat (accessible from the dashboard or mobile app). Enterprise and larger commercial customers are typically assigned dedicated account managers and may receive priority routing, SLAs, and phone access through a relationship manager. Brex historically markets corporate cards and cash management accounts with minimal upfront fees for startups, and its customer service model reflects a focus on rapid digital resolution and relationship support for scaled accounts.

How to contact Brex and what to prepare

To contact support, sign into your Brex dashboard and click the Help / Chat icon; that routes your request into the ticket system and attaches basic account metadata automatically (account ID, last activity, card numbers masked). If you cannot sign in, use the help site at https://help.brex.com to open a support request or to find recovery procedures. If you are an enterprise customer with a named account manager, use the manager’s direct contact channel for escalations.

Before contacting support prepare the following information to shorten resolution times: your Brex account ID, last four digits of affected card(s), transaction timestamps (UTC with time zone), merchant name(s), screenshots of error messages, and any relevant bank or ACH trace numbers. For identity and compliance issues have a clear copy of your company’s EIN, certificate of formation or articles of incorporation, and a government photo ID for the primary admin — these documents are commonly requested during know-your-customer (KYC) reviews.

• Essential items to have ready: account ID, last 4 card digits, transaction timestamps, merchant receipts/screenshots, company EIN, articles of incorporation, copy of admin ID.
• If the issue involves transfers, include originating/destination bank names, ACH trace numbers, and any payment confirmation IDs from your accounting system.
• For API problems provide request IDs, timestamps, full error payloads, and the SDK or curl command used to reproduce the call.

Response times, SLAs and escalation paths

Typical response patterns observed across fintech support teams apply to Brex: in-app chat can produce an initial human reply within minutes during business hours, while email and ticketed requests often receive a substantive response within 24–72 hours depending on complexity. For high-severity operational incidents (system-down, card network outages, major reconciliation gaps), enterprise customers usually rely on SLAs that guarantee faster response and a formal incident communication cadence.

If a case is not progressing, escalate by replying on the ticket and requesting priority escalation; include “Escalation requested — impact to cash flow / number of affected users / dollar value” to quantify urgency. For legal or compliance disputes mention deadlines (for example, card chargeback initiation windows vary by network but commonly fall between 60–120 days from transaction date) and request confirmation of case number and escalation owner for tracking.

Common issues and step-by-step resolutions

Card declines and freezes: verify merchant category, per-card spend limits, and country restrictions. For immediate unlocks use in-app controls to change merchant permissions or limits; if a freeze is due to suspected fraud, Brex support will request transaction details and may require identity verification before restoring activity. Document the time of incident and the affected employees’ user IDs for faster triage.

Charge disputes, refunds and ACH problems: initiate disputes from the transactions view and attach merchant receipts. For ACH wires and bank transfers, reconcile using the bank reference/trace number—if a transfer fails, Brex will often reverse the pending debit within 1–5 business days depending on receiving bank processing. Keep records of merchant refund confirmation numbers and timestamps for audit trails.

• Card declines: check per-card limits, MCC restrictions, and international settings; use in-app card controls to adapt limits in real time.
• Disputes/refunds: open a dispute in the dashboard, attach receipts, and note that disputes can require 30–90+ days to resolve depending on network and evidence.
• ACH/wires: supply trace numbers and receiving bank routing; reversals typically depend on counterparty bank windows (1–5 business days for most cases).
• API/integration errors: include request IDs, timestamps, client SDK version, and exact error JSON to speed developer support.

Best practices for admins to reduce support friction

Centralize administrative access and maintain an up-to-date list of authorized approvers in Brex Admin settings. Use role-based permissions to limit the number of users who can change banking details, issue virtual or physical cards, and export statements — that both reduces risk and simplifies investigations because support can focus on a smaller set of actors. Export automated audit logs weekly and keep them for at least 12 months to meet typical compliance needs.

Implement standard operating procedures for reconciliations and disputes: require a transaction owner, attach receipts in the expense record, and set SLAs internally (for example, investigate any anomaly within 48 hours). For companies with >100 cards or >$1M monthly volume, request a dedicated account manager or pursue enterprise support terms that include faster SLA response windows and a named escalation path. Regularly review Brex product release notes and the help center (searchable) to stay current on feature changes that affect workflows.