Troubles with Moneydance+

rob's Avatar

rob

24 Dec, 2021 03:05 PM

I have been a Moneydance+ subscriber since approximate the time it was launched. My experience so far has not been great. Here is a summary of my issues.

1) The absolutely most annoying behavior is that Moneydance+ uses the wrong account balance for reconciliation. It downloads cleared transactions (which is correct) but it uses the pending transaction balance to reconcile against (which is incorrect). This creates a mismatch that I need to manually resolve by opening a web browser, login in to my bank, finding the correct balance and typing it in.
2) Some accounts will randomly stop downloading transactions. No error is given, the sync date looks correct, eventually transactions start randomly coming through again maybe a week or two later. Specifically this occurs with American Express.
3) Downloads do not work for investment accounts, even ones from the same bank as my checking accounts. This is a step backwards, as these used to function. Furthermore Moneydance+ makes it looks like it should work by allowing you to link the accounts, it just never actually does anything.
4) One of the investment accounts above requires constant relinking. This is highly annoying, particularly because even when it is linked, it does nothing. So the logical thing to do would be for me to just remove that account from Moneydance+ so I could stop the incessant error pop ups. But...that does not appear possible. There is no delete button, no context menu, nothing that I can find to delete an account from Moneydance+.

Bottomline, the feature needs work, particularly given your customers are paying for this monthly. I expect some growing pains but I am surprised that these simple things have not been resolved quickly.

I am running the latest version on your site, Moneydance 2022.2 (4060) and I check for new releases weekly in anticipation that you might fix the problems. Please help!

  1. Support Staff 1 Posted by Maddy on 24 Dec, 2021 03:33 PM

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    Hi Rob,

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

    Please find my replies below:

    1) The absolutely most annoying behavior is that Moneydance+ uses the wrong account balance for reconciliation. It downloads cleared transactions (which is correct) but it uses the pending transaction balance to reconcile against (which is incorrect). This creates a mismatch that I need to manually resolve by opening a web browser, login in to my bank, finding the correct balance and typing it in.

    This shouldn't be happening.
    The reconciled balances in Moneydance are a calculated from:
    Initial Balance of the Account + Cleared Deposits - Cleared Payments
    To adjust the reconciled balance, you'll need to adjust one of these variables. If your reconciled balance changed, that must mean that one of the following happened:

    1) Your account's starting balance changed
    2) One or more cleared transactions were either deleted, had their amount modified, or added
    3) One or more transactions were marked (or unmarked) as cleared

    Any one of the above would affect the reconciled/cleared balance of an account and could have caused the difference. Moneydance does display an extra confirmation/warning window when you try to do either 1 or 2 in the account's register.
    Also, if you had the Mark transactions as cleared when confirmed enabled, in the Network section of the Preferences window, and you performed a download and confirmed transactions with that setting enabled, then those confirmed transactions would have been marked as cleared, affecting the reconciled balance.
    So, to correct the problem properly, you'd need to reverse the root cause of the change in reconciled balance.
    You could also get the reconciled balance back to the correct value by simply entering an adjustment, either to the account's starting balance or by entering an adjustment transaction and marking it as cleared.

    2) Some accounts will randomly stop downloading transactions. No error is given, the sync date looks correct, eventually transactions start randomly coming through again maybe a week or two later. Specifically this occurs with American Express.

    Upgrading to Moneydance 2022.3 (4063) and recreating the connection as outlined here.

    3) Downloads do not work for investment accounts, even ones from the same bank as my checking accounts. This is a step backwards, as these used to function. Furthermore Moneydance+ makes it looks like it should work by allowing you to link the accounts, it just never actually does anything.

    Moneydance + doesn't currently support Investment Accounts as outlined in our blog and also in this article of the Knowledge Base. We can notify you when Investment Accounts will be supported in the future.

    4) One of the investment accounts above requires constant relinking. This is highly annoying, particularly because even when it is linked, it does nothing. So the logical thing to do would be for me to just remove that account from Moneydance+ so I could stop the incessant error pop ups. But...that does not appear possible. There is no delete button, no context menu, nothing that I can find to delete an account from Moneydance+.

    In order to achieve this navigate to Online menu->Moneydance+ Set up and where it reads "Connected" on the right, click and select disconnect in the popup.

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

    --
    Maddy, Infinite Kind Support

  2. 2 Posted by rob on 24 Dec, 2021 03:50 PM

    rob's Avatar

    1) I will try this next time I have new transactions.
    2) Upgraded, will monitor with the pre-release version you sent.
    3) OK, waiting.
    4) This does not work. At least not as smoothly as you describe. (1) The menu item is not available for an account that needs to be relinked. (2) So I relink the account, and refresh the list. This creates two entries in the list for the same bank, one that is linked and one that says it still needs to be relinked. (3) I click the menu to remove the connection for the linked account, there is still no option to remove the account that needs relinking., Pop ups telling me the account needs to be relinked continue to pop up, annoyingly. (4) Refresh the list again, still no change. (5) Close moneydance and re-open, error messages again, now there is a context menu to allow me to disconnect the account that says it needs to be relinked. I click it. (6) The bank is left in the list but now is named “no name”. (7) Refresh the list manually again and the bank is finally removed. I will re-iterate that this user interface has bugs and needs some work.

  3. 3 Posted by rob on 27 Dec, 2021 01:51 PM

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    On 4) Ever since deleting the account which needed to be relinked, I get a new annoying error message every time I start Moneydance. “Bank Name: Moneydance+ Error Code: 880012 Error type: INVALID_INPUT Error code: INVALID_ACCESS_TOKEN Message: could not find matching access token”

    This message pops up repeatedly, and is extremely annoying.

  4. Support Staff 4 Posted by Maddy on 28 Dec, 2021 09:31 AM

    Maddy's Avatar

    When you are returned Error code: INVALID_ACCESS_TOKEN, it means that Moneydance + is trying to refresh but Plaid is saying there is a problem. You should navigate to the Online>Setup Moneydance + menu again and look in the connections list.
    When you see "no name" listed, you should disconnect it.

    --
    Maddy, Infinite Kind Support

  5. 5 Posted by rob on 28 Dec, 2021 12:39 PM

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    The only bank with no name was already removed, as I described in my previous response. This error persists despite all banks in the setup window appearing to be valid.

    Again…Moneydance+ has bugs, help please.

    Sent from my iPad

  6. 6 Posted by rob on 01 Jan, 2022 03:04 PM

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    I would like to give you an update on the reconciliation issue. I have confirmed that it is absolutely working incorrectly for one and only one account. When I choose to reconcile this account, the starting balance is correct, the “End Statement Balance” is puling from the ending balance that includes pending transactions, as opposed to the ending balance that only includes the posted and downloaded transactions. This balance that Moneydance is using matches the pending balance to the penny every single time. Moneydance should be using the posted transaction balance and not the pending transaction balance for the “End Statement Balance”.

  7. 7 Posted by sth on 01 Jan, 2022 05:40 PM

    sth's Avatar

    @rob, Since it only happens for one account, it would appear that it is an issue with Plaid giving the wrong number to MD for the account. Plaid is trying to deal with various weirdness of a lot of different banks and may have gotten this one wrong.

    It is unfortunate of the new reality that this error has to go to IK who can possibly report it to plaid and then wait for the third party to get it fixed. It might help to have the console window open while attempting the reconciliation download and interaction with your bank. This detail could be sent to IK to help them isolate and document the error. If so, you probably want to make this conversation private when you post the info.
    (Not IK Support)

  8. Support Staff 8 Posted by Maddy on 03 Jan, 2022 10:29 AM

    Maddy's Avatar

    Could you send us the contents of your console log, from when you're trying to connect to American Express via Moneydance+?

    In order to get the logs:

    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 here.

    The debugging logs that this produces may contain your account information. This conversation is now private. Just to be safe you can redact any account info in the debug logs. Just replace it with something like "ACCOUNT NUMBER HERE" and it will be fine.

    Thank you

    --
    Maddy, Infinite Kind Support

  9. 9 Posted by rob on 08 Jan, 2022 02:59 PM

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    I performed this today, but there are no error messages in the console log, only a list of matching transactions and nothing about the value to which to reconcile which is the problem at hand. Thus I prefer not to post. If it helps, it is Schwab Bank and Moneydance continues to attempt to reconcile to the pending balance as opposed to the actual posted balance.

  10. Support Staff 10 Posted by Maddy on 10 Jan, 2022 10:33 AM

    Maddy's Avatar

    Thank you for the additional information Rob!

    According to your statement in your initial post: "Some accounts will randomly stop downloading transactions. No error is given, the sync date looks correct, eventually transactions start randomly coming through again maybe a week or two later. Specifically this occurs with American Express." I was on the impression we were troubleshooting this. So, please let us know if this seems to work now or whether it is working sporadically, perhaps?

    Also, please let me clarify that at this time, Moneydance+ does not support investment accounts as outlined in our blog.
    We are working with Plaid (the third-party aggregator that our Moneydance+ service uses) to enable this, but we can't speculate on when that will be released.

    Unfortunately, Schwab OFX (Direct Connect) downloads are no longer available. Schwab has disconnected this service without a replacement. We are working to restore a connection through Moneydance+ which was recommended by Schwab as the only way forward due to security concerns on their side.
    In conclusion, using Moneydance+ in Moneydance 2022 you can download banking transactions from Schwab accounts, but investment accounts are not yet accessible.


    If the problem you are experiencing seems to be affecting a Schwab bank account (not investments) and you wish us to troubleshoot further, we would need to check the content of your Console from when you are connecting to Schwab in order to determine what might be causing an issue. Generally, we are not receiving other reports concerning an issue connecting with Schwab, so it would be good to narrow down what is affecting you account specifically.

    Thank you

    --
    Maddy, Infinite Kind Support

  11. 11 Posted by rob on 10 Jan, 2022 10:55 AM

    rob's Avatar

    For sporadic issues with American Express you offered the beta release. I have that installed and have not had the issue reoccur, it is a watch item because, it was sporadic.

    Schwab BANK accounts are downloading just fine except you are using the PENDING account balance to reconcile against as opposed to the POSTED account balance. This is the issue we are troubleshooting, and nothing in the console log says anything about which field in the data your program is using as the reconciliation balance. To be clear, I am using Moneydance plus already, I know OFX is not working for Schwab any longer.

    Sent from my iPad

  12. Support Staff 12 Posted by Maddy on 10 Jan, 2022 12:27 PM

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    Please can you clarify what you mean by "you are using the PENDING account balance to reconcile against as opposed to the POSTED account balance."?

    Could you send us a screenshot of what you're seeing, this might help.
    You can read instructions for taking a screenshot here:
    https://www.take-a-screenshot.org/

    Thank you

    --
    Maddy, Infinite Kind Support

  13. 13 Posted by rob on 12 Jan, 2022 03:28 AM

    rob's Avatar

    It is not something that you can easily explain with a single screenshot so let me give you a scenario.

    1) You have a starting balance of $100. You have two posted transactions, one for $5.50 and one for $4.00. Your posted balance on the account is $90.50. You have another transaction for $4.43 that is pending, meaning the bank is aware of the charge but has not posted it to your account. The pending balance is therefore $86.07.

    2) You download transactions for the account in Moneydance. Moneydance downloads the transactions for $5.50 and $4.00, but not the pending transaction. This is correct behavior and consistent with all other banks.

    3) You choose to reconcile Moneydance to your online balance by choosing the Account > Reconcile menu option.

    4) You are presented with a dialog which has your “Beginning Statement Balance” listed as $100.00, this is correct

    5) The same dialog lists the “End Statement Balance” as $86.07” this is INCORRECT. Moneydance only downloaded two transactions but has downloaded and used the balance that includes the third pending transaction as the value to reconcile against.

    6) You are forced to go out to the bank’s website, look up what the actual posted balance is, enter it in the dialog box and reconcile Moneydance as normal.

    Bottomline, Moneydance should have pre-populated that dialog with $90.50 and not $86.07. The fact that it doesn’t download the transactions but perfectly matches what I am calling the pending balance every time says this is a bug, not a fluke.

    Again, other banks that are not Schwab Bank appear to work correctly.

  14. Support Staff 14 Posted by Maddy on 12 Jan, 2022 12:13 PM

    Maddy's Avatar

    Thank you for the excellent description of what seems to be the problem for your Schwab bank account. I suspect that if the issue is affecting this account specifically and not others, there might be a minor factor causing it.

    Generally, the reconciled balances in Moneydance are a calculated from:
    Initial Balance of the Account + Cleared Deposits - Cleared Payments

    To adjust the reconciled balance, you'll need to adjust one of these variables. Since your reconciled balance changed, that must mean that one of the following happened:

    1) One or more cleared transactions were either deleted, had their amount modified, or added
    2) One or more transactions were marked (or unmarked) as cleared

    Any one of the above would affect the reconciled/cleared balance of an account and could have caused the difference.

    Also, if you had the Mark transactions as cleared when confirmed enabled, in the Network section of the Preferences window, you performed a download and confirmed transactions with that setting enabled, then those confirmed transactions would have been marked as cleared, affecting the reconciled balance.
    Please can you verify this?

    So, to correct the problem properly, you'd need to reverse the root cause of the change in reconciled balance.

    You could also get the reconciled balance back to the correct value by simply entering an adjustment, either to the account's starting balance or by entering an adjustment transaction and marking it as cleared.

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

    --
    Maddy, Infinite Kind Support

  15. 15 Posted by rob on 12 Jan, 2022 12:19 PM

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    I am highly confident that it is not working as you describe. Every week I enter the correct cleared balance, and every week Moneydance goes back to using the pending account balance, precisely to the penny. If it was an issue on my end, it would not match the pending balance to the penny, every, single, week.

    There is an issue with your Schwab bank interface. This is getting to be exhausting.

    Sent from my iPad

  16. System closed this discussion on 13 Apr, 2022 12:20 PM.

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