include account information in download error screen ("Online Error")

gbonawitz's Avatar


25 Feb, 2024 02:01 PM

I recently changed my PayPal account to use 2FA (6 digit #) to authenticate. Since then, the download through Moneydance does not work (separate issue).

This report/suggestion is that the error screen that pops up should include information on WHICH account is having the problem. I just happen know it's PayPal... but if a user has multiple accounts and an error occurs out of nowhere it's more complicated than it needs to be to figure out what account is broken. Sure MD knows which account is erroring out - can it just include that account name somewhere in the message? Perhaps in the window title, i.e. "Online Error - PayPal" instead of just "Online error".

See attached screenshot

  1. Support Staff 1 Posted by Maddy on 01 Mar, 2024 02:04 PM

    Maddy's Avatar

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

    The zero error is a general server error and it could include several issues. Normally to determine what is causing a problem, you can send us your Moneydance error logs and we can look into it in more detail for you.
    The logs are saved on your computer as an errlog.txt file. You need to navigate to:Local Disk(C:)>Users>Your Name>.moneydance>errlog.txt

    Finally you can copy the full content into your next reply here

    Maddy, Infinite Kind Support

  2. 2 Posted by gbonawitz on 13 Mar, 2024 01:15 AM

    gbonawitz's Avatar

    Hi Maddy. Sorry for the delayed reply.

    I understand/agree that the underlying problem could be related to many issues. The suggestion I was making is that instead of saying "There was an error communicating with your financial institution" you could instead say "There was an error communicating with your financial institution (<INSTITUION NAME HERE>)". That way the user would know not to automatically think there are truly no transactions for their account(s) at that institution, and they could instead - for example - switch to manually downloading csv files from the institution.
    Right now, MD shows nothing wrong with any accounts with that institution - it just shows no new transactions when in fact there might be many actual transactions.

    That being said... I've attached the error log to this reply. If I read the logs correctly it looks like its Plaid not supporting MFA for PayPal... which TBH is kind of ridiculous IMHO - it's not like PayPal is a tiny financial institution; is there any ETA for Plaid to support MFA?

  3. Support Staff 3 Posted by Maddy on 13 Mar, 2024 10:50 AM

    Maddy's Avatar

    Your error logs are showing that Plaid returns the MFA_NOT_SUPPORTED error when attempts to link with Paypal.
    Your Paypal multi-factor authentication setting is configured not to remember trusted devices and instead to present a multi-factor challenge on every login attempt. This prevents Plaid from refreshing data asynchronously, which many products (especially Transactions) require.

    It seems that Paypal always forces you to use MFA (code texted to your mobile device). After you do that successfully once, you must not use the same MFA method to log into Paypal's website afterwards, using your PC or mobile web browser. If you do this again, the problem will reoccur.
    The workaround is to tell your Paypal's login process that you don't have access to your SMS texts, and let it challenge you in another way (either security question or your physical card details).

    Maddy, Infinite Kind Support

  4. 4 Posted by Stuart Beesley ... on 13 Mar, 2024 02:31 PM

    Stuart Beesley (Mr Toolbox)'s Avatar

    FYI a small code fix has been made. If this works then the info you want should appear in the popup. Hopefully in the next preview release.

  5. 5 Posted by gbonawitz on 13 Mar, 2024 02:54 PM

    gbonawitz's Avatar

    Thanks Stuart!

  6. 6 Posted by Stuart Beesley ... on 04 Apr, 2024 09:54 AM

    Stuart Beesley (Mr Toolbox)'s Avatar

    The latest Alpha MD2024(5101) should address this issue.

  7. 7 Posted by dtd on 04 Apr, 2024 11:05 PM

    dtd's Avatar

    Realize though, that Alpha is raw testing, whereas the preview page (basically beta) would be more reliable, stable of course is a release.

    Alpha should only be used on test data (though that could be a backup versus your live data)

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