Elan Financial Services issue linking via Plaid.

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zrob

14 Jan, 2023 02:45 PM

Hi,

Moneydance+ connections to Elan Financial Services started failing over a week ago. Reconnecting didn't resolve the issue and removing the connection and adding it again didn't work either. Now, when trying to create the connection, Plaid says Elan Financial Services isn't available and to try a different bank. Not cool. The primary reason I signed up for Moneydance+ is for connections to Elan Financial Services. When is this issue going to be fixed?

Robert

  1. 1 Posted by Roger Rice on 16 Jan, 2023 12:17 PM

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    I gave up on getting Elan Financial to work months ago. All of my other MD+ accounts download, but Elan works once after setup and then never works again, until you set it up again, and then it quits again. When I approached support they said they could not fix the issue. I just quit using the credit card and used a different one for my day-to-day needs. It's terrible that IK can't fix this and shows no interest in doing so.

  2. 2 Posted by tiptonbob on 16 Jan, 2023 03:12 PM

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    I talked to Elan Tech Support and she said that Fidelity recently made some changes to their site. She turned in a trouble ticket, but as bad as they have been in the past, I don't have much hope for a solution. I would like to try to set it up for Direct OFX, since that is the way I get my Fidelity accounts to download, but I can't find a way.

  3. 3 Posted by zrob on 16 Jan, 2023 08:12 PM

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    tip,

    They gave you some factual info and some nonsense. It's true that Fidelity is taking steps to beef up its security. However, Elan Financial Services has its own login and you can use it to manage your Fidelity Signature VISA without giving them your Fidelity login information. That's how I configured Moneydance+. It didn't involve my Fidelity credentials at all.

    I was never able to use OFX with Elan. Always had to download the transactions as a file and import them into Moneydance, which I found incredibly annoying.

    Robert

  4. 4 Posted by tiptonbob on 16 Jan, 2023 10:52 PM

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    Zrob: That has been my experience, also. This and Truist are the reasons I went with Monetdqnce+. Hate paying for this, especially when I still have to manually download transactions from Elan. I'm just going to stop using the card, I guess. I found another that has pretty much equal benefits.

  5. Support Staff 5 Posted by Maddy on 18 Jan, 2023 10:37 AM

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    @All

    Please find below the latest reply we've received from Plaid support (as of Jan 17, 2023)

    'Thanks for reaching back out!

    There are no updates at this time, but we will continue to monitor the escalation and reach out with actionable updates as they develop. We appreciate your patience while we continue to investigate this issue!

    Best,
    Leah
    Plaid Support'

    --
    Maddy, Infinite Kind Support

  6. 6 Posted by zrob on 30 Jan, 2023 07:57 PM

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    Hi everyone,

    Looks like Elan Financial Services and Plaid finally got their act together. However, I still had issues with MoneyDance+ while trying to work with them. I'd set up the connection and then MoneyDance Plus wouldn't list any accounts under Elan. Set it up again. Same problem. Quit Moneydance, reopened it and even refreshed it a bunch of times. No go. Finally, after another quit and restart of the app and refresh, I was able to choose the account and download the transactions

     It shouldn't be such a big honkin' pain in the butt to perform such a simple operation. It should be a simple, set it up, refresh the listing, choose the account, done. It wasn't. On the bright side, at least it only downloaded new transactions. It would've been a nightmare if it downloaded all the transactions again and required me to remerge them.

    Robert

  7. 7 Posted by dtd on 30 Jan, 2023 09:22 PM

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    just a user - have you downloaded 2022.6(4097) ? I'm not saying it fixes everything MD+ related, but MD+ fixes were the primary reason for the change from 4091 to 4097.

  8. 8 Posted by tiptonbob on 30 Jan, 2023 09:28 PM

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    Elan/Moneydance+ fixed the logon problems last week, however the account still will not stay linked. I can now download, but I have to answer a security question every few days. Better, but still a Pain in the A$$.

  9. 9 Posted by dtd on 30 Jan, 2023 09:36 PM

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    just a user - my experience with most accounts is after a few security questions, the system seems to trust you more, and you get less of these over time.

    That said, American Express Savings account bugs me at least once every three or four days and that simply hasn't changed in quite some time. so ymmv.

  10. 10 Posted by tiptonbob on 30 Jan, 2023 09:50 PM

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    Hi dtd
    No, this has been going on for years, even without Moneydance+. Elan is just a 19th century provider.

  11. 11 Posted by zrob on 30 Jan, 2023 10:42 PM

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    tiptonbob,

    Elan Financial Services wasn't working properly with Moneydance+ as of yesterday. Today was the first day I was able to get it working.

    Robert

  12. 12 Posted by zrob on 30 Jan, 2023 10:44 PM

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    dtd,

     The connection issues persisted even after downloading Moneydance 2022.6(4097). Not sure why it started working but I'm happy for now. I doubt it's going to last.

    In my experience, the connection with Elan is lost constantly and I _always_ have to answer challenge questions. It's very annoying. I tolerate it only because I like Moneydance and switching to a different financial app is way too much of a nuisance.

    Robert

  13. 13 Posted by tiptonbob on 30 Jan, 2023 10:48 PM

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    zrob, I was able to log back in and download transactions last Tuesday, the 24th. The linking problem continues, though.

  14. 14 Posted by tiptonbob on 30 Jan, 2023 10:51 PM

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    zrob, I came from Quicken after using it since 1989. Don't want to change again. I have other credit cards that download without a hitch, but there are drawbacks to all of them, in one way or another. Oh, well.

  15. Support Staff 15 Posted by Maddy on 31 Jan, 2023 12:08 PM

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    @ All

    In order to resolve the linking issues you have reported, we recommend upgrading to the latest stable version and recreating the connection.
    This should hopefully fix the problem for you.

    Moneydance 2022.6 (4097) is now available to download from this page.

    You should remove any older version you might still have installed in your system and restart Moneydance!

    Finally, navigate to Online->Set up Moneydance+ and where it reads "Connected" on the right, click and select disconnect in the popup. Then try to recreate the connection as outlined in this article of the Knowledge Base called Connect Accounts with Moneydance+.

    Please keep us posted on your progress, Thank you!

    --
    Maddy, Infinite Kind Support

  16. Support Staff 16 Posted by Maddy on 02 Feb, 2023 09:40 AM

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    @All

    Please find the latest update from ELAN CardMember Service below:

    Plaid Support Feb 1, 2023

    Hi Maddy,

    Thank you for your patience. This issue has been resolved. The Item that you noted here is currently in an ITEM_LOGIN_REQUIRED state. You can have the user update it with Link Update mode. After that is done it should update normally.

    If they do continue to have trouble connecting please let us know and include a new link_session_id so we can investigate further.

    Best,
    Leah
    Plaid Support


    In conclusion if any of you is still encountering a problem linking with ELAN CardMember Service or downloading new transactions, please create a 'private' discussion and include your console log.

    1) In Moneydance, select Help > Console Window. This will open the console messages window.
    2) While the Console Window is open, attempt to connect to your bank using Moneydance+. 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.

    Thank you

    --
    Maddy, Infinite Kind Support

  17. 17 Posted by tiptonbob on 02 Feb, 2023 04:09 PM

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    Still not fixed. Continues to require security question answer every day or so. Latest was this morning. I didn't see a link_session_id, though. Copied this from Console Window: Received error from Plaid request: Response{protocol=h2, code=400, message=, url=https://mdplus.infinitekind.com/plaid/accounts/get}
    parsed error: ErrorResponse{displayMessage='null', errorCode='ITEM_LOGIN_REQUIRED', errorMessage='the login details of this item have changed (credentials, MFA, or required user action) and a user login is required to update this information. use Link's update mode to restore the item to a good state', errorType='ITEM_ERROR', requestId='hlQcmK2Z3ekru9l'}
    Old MD+ account info (5) differs from new MD+ account info (4)
    OnlineService.setAvailableAccounts() {

  18. 18 Posted by zrob on 02 Feb, 2023 04:19 PM

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    tiptonbox,

    Yups. And, even after going through the process, I have to refresh
    Moneydance+ multiple times before it shows as properly linked.

    This is very annoying.

    Robert

  19. 19 Posted by tiptonbob on 10 Feb, 2023 03:41 PM

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    This comment was split into a new private discussion: Elan Financial Services issue linking via Plaid.

    @Maddie On 2/10/23 Elan is still asking security questions every couple of days. Will not stay connected. Account has to be re synced multiple times per week. I have followed your instructions and text file is attached.

  20. 20 Posted by Roger Rice on 28 Feb, 2023 11:41 AM

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    Nothing has changed for me. It still connects and downloads the first time only. I don't receive any errors OR any data.

  21. 21 Posted by Xavier on 06 Mar, 2023 03:58 AM

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    For the past two days it hasn’t been letting me login to the app or the website. It keeps telling me We are experiencing technical difficulties and to co tact a number.

  22. Support Staff 22 Posted by Maddy on 06 Mar, 2023 01:52 PM

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    Sorry to hear that the issues persists!

    Plaid support are aware and they are currently working to find a solution. We will post any updates on this thread, as soon as they'll respond.

    --
    Maddy, Infinite Kind Support

  23. System closed this discussion on 05 Jun, 2023 02:00 PM.

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