Can't download transactions from either Suntrust or Chase

Carol Judge's Avatar

Carol Judge

19 Oct, 2020 11:09 PM

I got Moneydance set up so that my husband and I are both syncing through Dropbox Folder. Now I'm trying to connect to my banks to download transactions and I'm running into all kinds of problems.

I contacted Suntrust, who is on your list of banks that you have a connection with. They call their direct connect service "PC Banking" and they say it is no longer available for personal accounts, only business. I haven't even addressed Bill Pay with them, but I assume that isn't available anymore either.

Then I contacted Chase where I have a credit card account. I told the tech support guy I was looking for a Direct Connect ID to download transactions into Quicken. He had me log on to my Chase account and click on something under Profile & Settings called AccountSafe. He then had me enable something under Desktop software, and I got a message that says "You can now access your Chase accounts with your financial management software."

I was not given any kind of alternate logon so when I try to connect through Moneydance, I get an invalid ID/PW error message. I tried connecting through Quicken and it is still listed as connecting through Express Web Connect. (I was already able to use Express connect before making the change on the website.) There is an option to "improve connection" which tells me to upgrade to Direct Connect but that I might need a different ID and PW, but since I don't have a direct connect ID, I get a login error there too. This sounds very similar to the conversation in this thread., however, it isn't working for me. Maybe they've changed something since 2018.

I did try to manually download the Chase transactions by going to the website from within Moneydance, but I'm getting a message above the Chase login screen that the browser needs to be updated. There was an "update" link, but when I selected it, I was taken to Chase's system requirements and links to download various browsers. I don't know if there is a browser built into Moneydance or what, but the browser that I use is Chrome, I'm on the latest version, and I can sign on to Chase via Chrome outside of Moneydance.

Separately logging on and manually downloading files to my desktop which then have to be imported into Moneydance just really won't work for me. I would be better off to stick with Quicken which at least will download my transactions from both banks. It is mainly their bill pay that is seriously messed up right now.

Do you have any suggestions? Both banks are on your list of banks that should work, but I'm not having any luck with either one.


  1. 1 Posted by dwg on 20 Oct, 2020 12:50 AM

    dwg's Avatar

    I'm a fellow user.

    I have made the following notes from the reports of other users with Chase.

    You may need to activate your account for direct connections with Chase. Note that this is different than simply logging onto their website. This is what has been pieced together from other Chase customers about how to do this:

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

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

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

    As far as your other bank is concerned if a bank stops supporting Direct Connect there is nothing that Moneydance can do, this is a decision that you bank has made. Online Bill Pay is dependent on Direct Connect. If a bank does not provide a service you want then the ball is in your court as what to do. Personally I will not allow a bank to determine what financial software i will use.

  2. 2 Posted by Carol Judge on 20 Oct, 2020 02:49 AM

    Carol Judge's Avatar

    Hi dwg,

    Maybe I didn't explain it very well, but I already did the first 7 steps. I did log back on and looked at my secure messages, but I don't have any messages.

    The guy I spoke to made it sound like this would activate direct connect, but as I mentioned, I checked in Quicken and it is still connecting to Chase with Express Connect. It says there is a link to "improve the connection" but when I click it, I get the message that I need a direct connect login from Chase. The guy I spoke to didn't give me any kind of alternate login. I might try contacting them again tomorrow to see if I can speak with someone else.

    I understand what you mean about not letting a bank determine which software I use, and I really like Moneydance, but if Quicken will still automatically download all my accounts and Moneydance can't, I'll have to think long and hard on that one.

    Have you heard of anyone getting a message about updating their browser when they try to connect to Chase through Moneydance? See the attached screenshot. I don't get this if I go to Suntrust's website. I just get the sign on screen.

    I wish I had a longer trial period. I'll be going in the hospital on Wednesday and I'm not sure how long I'll be there. Sigh.

  3. 3 Posted by dwg on 20 Oct, 2020 03:28 AM

    dwg's Avatar

    I'm a fellow user.

    Moneydance has no time limit on its trial period, so there is no restriction from Moneydance's point of view,

    Quicken often uses a system called Web Connect. This system is limited to the North American market and is proprietary to Quicken and thus not available to Moneydance.

    When you click on the download button in a transaction register when Direct Connect has not been setup it starts Moneydance's embedded browser implementation, that is what you are seeing here. This feature is very much in Beta at the moment hence there are many institutions it does not work with or has issues with. If you hold down the <CTRL key (⌘ on a Mac) when clicking on this button you will start your default default browser.

    The goal of the embedded browser is to be able to work with any bank that has an Internet banking site to download transactions from and bring them into Moneydance. The goal is that the download can be scripted in order to automate it. Thus the developers and looking to implement a system which does not require Direct Connect, thus opening up automated downloads to both institutions that do not support it and parts of the world where this system does not exist at all.

  4. 4 Posted by Carol Judge on 20 Oct, 2020 08:41 PM

    Carol Judge's Avatar

    Hi dwg!

    I'm so happy to know there is no time limit!  I downloaded another
    program, and that must be the one that had the 15 day limit.  I remember
    now that Moneydance's restriction is just 100 manual transactions.  Does
    that include downloaded or imported transactions, or literally only the
    ones that I manually enter into a check register?

    Thank for the explanation on the downloads.  Even if I can't pay bills
    through Moneydance (thanks Suntrust), if I could download transactions
    directly into the registers, it would work for me, so I'm excited to
    hear about.  I know you said it is in Beta, but is there any thought as
    to how long before it will be implemented? Should I report the
    "non-supported" browser with Chase, or will this conversation take care
    of that?

    Thanks much!

  5. 5 Posted by dwg on 20 Oct, 2020 09:03 PM

    dwg's Avatar

    The trial transaction limit in Moneydance does not include downloaded or imported transactions, just what you manually enter/change

    I did my complete migration from Reckon using the trial limits, only after I was up and running did I purchase a license.

    The embedded browser is included now and has been for some time, but it is still very much a work in progress as your error indicates.

    There is no point in going to Chase, they cannot even get QIF files right, but in this case this is something that the Moneydance folks will have to resolve as they continue to develop the capability, this problem is at the Moneydance end. One of my banks gives an obsolete browser message and another will not display transactions within the embedded browser.

    The reports that I have seen around Chase with Moneydance is that Direct Connect should work.

    Moneydance 2021 has now been released, it does have embedded browser changes so may work better for you.

  6. 6 Posted by Carol Judge on 20 Oct, 2020 09:23 PM

    Carol Judge's Avatar

    I will definitely download MD 2021 and see if anything works better!

    I must admit I was a little concerned about Moneydance only having email support, but you and derekkent23 have been so helpful, that I'm feeling pretty good about the level of support. It is wonderful to have such knowledgeable users!

    Thank you so much!

  7. 7 Posted by dtd on 20 Oct, 2020 09:54 PM

    dtd's Avatar

    another user here - I think you will find there are quite a few users who are also helpful...

    There are things that could be better in Moneydance, but it's a definite alternative to Quicken.

    Oh, and I don't know about Suntrust, but Chase works great with direct connect for my multiple credit cards.
    So, if that is still not working for you, I offer at least hope there is a way to get it going.

  8. 8 Posted by dwg on 20 Oct, 2020 09:54 PM

    dwg's Avatar

    You are welcome.

    For small companies with a product sold world wide, email/web support are really the only viable options. Providing Telephone support on such a scale would put them out of business before they even start and to be honest there is some very average Telephone support out there in any case.

  9. 9 Posted by Carol Judge on 21 Oct, 2020 07:39 AM

    Carol Judge's Avatar

    Thanks a lot, dtd. I'm encouraged to know that Chase direct connect is working for you. Did you have to go through the setting and enable something called AccountSafe? If so, then did you get a message asking you to confirm direct connect? I didn't get a message, but it sounds like that has been the practice for some of the other users.

  10. 10 Posted by Carol Judge on 21 Oct, 2020 07:59 AM

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    I just downloaded Moneydance 2021 and tried to download transactions. For both my Suntrust checking and credit card accounts, I click the download button and get their website. After I enter my ID and password, I'm just taken to a blank screen. Is there anything I'm doing wrong, or is this just part of the Beta not working with this bank yet?

    I still need to get back with Chase to see if I can get direct connect working, but in the meantime, I tried the download button, and still got the "please update your browser" message on that one. Guess I'll have to wait for the beta to get further along. In the meantime, I'll try to get back with Chase about direct connect.

  11. 11 Posted by jcole01108 on 21 Oct, 2020 01:50 PM

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    Just wanted to mention that I have had no issues with Chase which syncs just fine for me. I am currently using MD 2020.1.

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