Maddy on 04 Dec, 2019 12:15 PM
We are sorry to hear about the problem you have encountered.
Moneydance supports automatic downloads via Direct Connect, and as you confirmed, Heritage Bank KY is among the financial institutions that support this feature, in the list here.
To set it up within Moneydance, navigate to Online --> Set Up Online Banking. Then select 'New Connection' and choose your financial institution from the list.
Most banks require that you contact them(as you did) to enable Direct Connect before you can download your data from within Moneydance. When you do this, you'll be given the login credentials you need to connect.
Generally, these login details differ from those used for ATM or online banking. You can find the steps for setting this up outlined in this article.
While you are getting this set up or if you encounter issues, you are still able to easily import your data into the program, by using a web browser to download them from your bank's web site.
You can download into QFX, OFX, OFC or QIF files (aka Quicken or MS Money files), any of which will import cleanly into Moneydance. You can find the steps for manually importing your data in this article.
You can also open your banks website directly from Moneydance by selecting Online --> Open Account Website, which makes the download process easier.
I hope this information is helpful. Please let me know if you have further questions or need any assistance.