Unable to connect my Chase Bank account

Marc Grun's Avatar

Marc Grun

13 Jan, 2020 07:53 PM


I'm quitting Quicken and considering switching to Moneydance (Quicken has too many online account linking problems). However, I tried to connect my first account (a Chase checking account) to Moneydance and I get the following error:

The given customer ID or PIN is not valid.
For more information, contact your financial institution.
Additional information from the server:

I'm using the log in information I use for the the Chase website and have successfully used it in Quicken and Mint as well. This is not doing much to instill confidence as this sort of issue is why I'm quitting Quicken.

  1. 1 Posted by dwg on 13 Jan, 2020 08:02 PM

    dwg's Avatar

    I'm a fellow user.

    Another user who is a Chase customer has posted instructions for connecting to Chase see:


    Its possible with Quicken that you are using Web Connect, it often looks the same but is a proprietary Quicken method.

  2. 2 Posted by Marc on 13 Jan, 2020 08:13 PM

    Marc's Avatar

    Well that looked promising. However, i've looked again and there is only a "AccountSafe" page listing connected apps and websites where Mint is mentioned as connected but not Quicken, or Moneydance. There is no place to allow connection to any specific app or website (there was in my old TD Bank website, but not Chase).

    Thanks for the try.

  3. 3 Posted by Andrew on 14 Jan, 2020 12:48 PM

    Andrew's Avatar

    Hi Marc,

    We are sorry to hear about the problem you have encountered.

    Chase allow you to enable Direct Connect on their website, and I have provided the steps below:

    • Log on to the Chase website.
    • Look to the upper right-hand corner of the webpage for the head and torso icon.
    • Click the head and torso icon and select 'More Settings'.
    • A list of items will appear on the left side.
    • Scroll all the way to the bottom of the list. There you'll see the link for 'Desktop apps' under the AccountSafe menu
    • Click to activate your account.

    You should be able to connect from within Moneydance after that. If you still have trouble, you may need to perform one more verification steps. To do so, follow these steps:

    • Log on to Chase's site.
    • Go to your Secure Message Inbox. You should have a message asking you to confirm your connection. Click the link to confirm.

    I hope this information is helpful. Please let me know if you have further questions or need any assistance.

    Andrew, Infinite Kind Support

  4. 4 Posted by Marc Grun on 14 Jan, 2020 02:34 PM

    Marc Grun's Avatar

    Hello Andrew,

    While the instructions you list are not quite right, prob not updated lately, I did find the setting on the Chase website called "Desktop software". I actually checked this yesterday before contacting you and today again after trying to connect yet again.

    Moneydance is not listed anywhere (nor is Quicken, which mostly works - via direct connect, I must add, and not some proprietary method I saw mentioned on your support site). The only option is for me to pay $9.95 to connect my business accounts for direct connect. I called Chase website support and they confirmed there is no option or need to approve any software from connecting. They do charge $9.95 per month for business accounts to connect. I am only interested in connecting my personal accounts, so this does not apply. They said that I need to contact the 3rd party software vendor as this is not a Chase issue.

    So to review:

    Quicken connects to my Chase personal checking and credit card accounts, not my investment accounts (I get the same runaround with this from both Quicken and Chase). I'm downloading my business account info manually from the website into QuickBooks. Quicken has a number of quirks, so I'm playing around with your software.

    Mint.com works like a charm with all my accounts both personal and business (go figure). Mint is not as full featured as either Quicken or Moneydance, so I'm playing around with your software.

    Moneydance cannot connect to Chase at all. I don't want to download all my data manually, so this is not working for me.

    If you can't help, I'll be forced to use Quicken for personal day to day finances and Mint.com as an asset overview.


    Please let me know,

  5. Support Staff 5 Posted by Maddy on 16 Jan, 2020 11:34 AM

    Maddy's Avatar

    Sorry to hear that the problem persists, Marc!

    Firstly, once third party access has been enabled on the Chase site. You would need to check for a message within the Secure Message Inbox on the Chase site.

    This is a crucial step. Then you should be able to confirm the connection from within the message before you can connect from within Moneydance.

    Secondly, you could try completely resetting your connection to your bank and see if that fixes the problem you're seeing?

    To do this, you'll need to force clear the current connection information for your bank in Moneydance. I'm sending a file called 'remove_one_service_2017.py' that will help do that. (this works with 2019 as well)

    Before proceeding, take a manual backup via File --> Export Backup.

    To use the .py file, first save it to your computer and then follow these steps:

    1. In Moneydance, select Window --> Python Scripting (Choose 'MoneyBot' if you're using the 2019 version).
    2. In the window that opens, select 'Open Script' then navigate to the .py file wherever you saved it on your system.
    3. Select 'Run' to execute the file.
    4. You will be asked to select which connection you want to clear. Choose your bank, and click OK. You'll get a confirmation message when the connection has been removed. Close the window when done.
    5. Set up the connection to your bank like normal choosing the "New Connection" button. Since all of your settings have been cleared, you should get the most recent connection information for your bank.
      Finally, if the previous steps do not lead to a solution, could you send us the contents of your error console? Here's how to get the logs:

    1) In Moneydance, click on the Help menu and select the Console Window option. This will open the console messages window.
    2) While the Console Window is open, attempt to connect to your bank. Any error messages should be recorded to the Console.
    3) Select all of the text in the Console and use the "Copy to Clipboard" button at the bottom to copy the text.
    4) Paste the text from the message window into a text file (preferably saved with a .txt extension) and attach that file to your response here.

    The debugging logs that this produces will contain your account information. I've made sure that this conversation is private, so the info won't be broadcast to the world, but just to be safe you should redact any account info in the debug logs. Just replace it with something like "ACCOUNT NUMBER HERE" and it should be fine.

    Thank you

    Maddy, Infinite Kind Support

  6. System closed this discussion on 16 Apr, 2020 11:40 AM.

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