tag:infinitekind.tenderapp.com,2009-01-14:/discussions/switching-from-another-personal-finance-program/784-refundInfinite Kind: Discussion 2016-03-19T05:10:43Ztag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-06T04:08:08Z2015-11-06T04:08:10ZRefund<div><p>I purchased your program with the interest of moving from
Quicken for Windows. However, when I purchase your program, I found
out that you do not support my investments which are at TD
Ameritrade Institutional. Which means I am not able to use this for
its intended purpose. How do I get a refund on your program.
Thanks. Gary Cardinale</p></div>Gary Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-06T12:40:03Z2015-11-06T12:40:03ZRefund<div><p>Hi Gary,</p>
<p>I'd be happy to offer you a refund if you purchased Moneydance
directly from our website, but I am inclined to offer you technical
assistance first. This is not an attempt to get out of giving you a
refund, if that is what you want let me know and I will authorize
it. However, since we do support downloads from TD Ameritrade, I
may be able to help you get connected.</p>
<p>What happens when you try to download from TD Ameritrade? If you
are getting any error messages, could you let me know what they say
exactly?</p>
<p>Ian<br>
Infinite Kind Support</p></div>Ian Ltag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-07T06:50:04Z2015-11-07T06:50:05ZRefund<div><p>Here is the message- Gary</p></div>Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-07T14:02:12Z2015-11-07T14:02:13ZRefund<div><p>TD Ameritrade and TD Ameritrade Institutional are NOT the same
thing.</p>
<p><a href="http://www.tdainstitutional.com/">http://www.tdainstitutional.com/</a><br>
<a href="https://nextgen.advisorclient.com/">https://nextgen.advisorclient.com/</a></p></div>Kentag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-07T23:01:36Z2015-11-07T23:01:36ZRefund<div><p>I am trying to link into Institutional. It is available in a
number of other tools e.g. Quicken, Mint, etc. If I cannot do that,
I would like to have the refund for the product. Thanks. Gary</p></div>Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-08T12:19:40Z2015-11-08T12:19:40ZRefund<div><p>I was just indicating there are two different TD Ameritrade.
I've also been waiting for this to work . Do the other programs
have a different selection for configuring of TD Ameritrade
Institutional?</p></div>Kentag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-08T17:14:37Z2015-11-08T17:14:37ZRefund<div><p>Yes they do</p>
<p>Sent by Outlook for Android</p></div>f8thful86tag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-09T13:33:41Z2015-11-09T13:33:41ZRefund<div><p>Hi all,</p>
<p>We do have a connection for "Ameritrade Institutional Services".
Could you try that one and see if you are able to connect?</p>
<p>Ian<br>
Infinite Kind Support</p></div>Ian Ltag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-09T17:17:18Z2015-11-09T17:17:19ZRefund<div><p>Unfortunately it says it is not a valid customer ID when I know
it is. Gary</p></div>Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-10T12:45:05Z2015-11-10T12:45:05ZRefund<div><p>Sometimes direct connect uses a different login ID than you
would use on the institution's website. For example, many
institutions use your SSN as your login ID. Could you try that and
see if it works?</p>
<p>Ian<br>
Infinite Kind Support</p></div>Ian Ltag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-10T15:05:29Z2015-11-10T15:05:29ZRefund<div><p>This account uses a user id and password. I have used them
multiple times and there is no separate login. Gary</p></div>Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-10T15:37:10Z2015-11-10T15:37:10ZRefund<div><p>It's not unusually for your website username and password to not
work in Moneydance, which uses a different system to connect.
You'll need to contact TD Ameritrade to get the credentials you
need for for direct connect, since they appear to be different. We
you speak with them, be sure they understand that you would like to
use direct connect and not web connect or express web connect.</p>
<p>I've also seen cases where you do use the same username, but the
password can't be longer than some limit, like 8 or 10 characters.
Also, it's possible that the passwords can't contain any special
characters. If they tell you there is no separate login, try
changing your password to get rid of special characters or only
typing in the first 10 characters of it to see if that helps.</p>
<p>Ian<br>
Infinite Kind Support</p></div>Ian Ltag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-13T14:59:46Z2015-11-13T14:59:46ZRefund<div><p>The normal username and password works for other finance
programs without a hitch. There is no other password or code that I
even use for these investment accounts. This should not be that
difficult to get the info; it has worked for Quicken, Mint as well
as several other online investment tracking websites such as
personal capital. The only program it doesn’t work with is
yours. Sounds like this is not going to get resolved anytime soon,
so I would like to get my money back for the program. Thanks for
the help but it is not worth any further effort on your or my part.
Gary Cardinale</p></div>Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-13T15:21:04Z2015-11-13T15:21:04ZRefund<div><p>Hi Gary,</p>
<p>I am sorry that our product did not meet your needs. I have
asked our payment processing partners BMT Micro to process your
refund. They will let you know when the process is complete from
their end.</p>
<p>Please let me know if I can be of further assistance, and thank
you for your interest in Moneydance.</p>
<p>David Hanley<br>
Infinite Kind Support</p></div>David Hanleytag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-13T15:22:21Z2015-11-13T15:22:21ZRefund<div><p>Thanks. Appreciate it. You do have good customer support. Gary
Cardinale</p></div>Cardinaletag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-13T22:01:32Z2015-11-13T22:01:32ZRefund<div><p>The issue MoneyDance of NOT working with TD Ameritrade
Institutional<br>
should still be addressed.<br>
Maybe Inifinte Kind should figure out why it is not working and
not<br>
rely on customers to do your testing?<br>
From the comments on Amazon it seems this may not be limited to TD
Ameritrade Institutional.</p></div>Kenneth Golombtag:infinitekind.tenderapp.com,2009-01-14:Comment/383936612015-11-17T13:24:01Z2015-11-17T13:24:01ZRefund<div><p>There are two methods that personal finance software can use to
access your accounts: direct connect and web connect. With web
connect, the software basically connects to your bank's website and
downloads and imports OFX, QFX, QIF, and OFC files automatically.
Direct connect actually connects to a server at your bank instead
of their website and usually requires different login credentials
than you would use to log into your banks website. From a user's
perspective, these two connections look basically identical.
Moneydance only supports automatic connections through direct
connect and not web connect. Mint and Quicken use web connect by
default, so the passwords working there is not an indicator the the
same password will work in Moneydance.</p>
<p>Unfortunately, since banks are generally unwilling to cooperate
with us, we can't always figure out exactly what is needed to
connect to each institution. This is why we ask folks to contact
their bank and ask about direct connect specifically. Many bank
support people assume direct connect and web connect are the same
thing, and so you usually need to talk to a technician or second
level support person to get assistance.</p>
<p>Ian<br>
Infinite Kind Support</p></div>Ian L