Kenneth Moyes's Avatar

Kenneth Moyes

26 Aug, 2021 06:33 PM

My bank is apparently not setup with you, thus no downloads. I expect my purchase money to be returned, if this is not fixed quickly. Please advise.

  1. 1 Posted by Stuart Beesley ... on 26 Aug, 2021 07:15 PM

    Stuart Beesley (Mr Toolbox)'s Avatar

    Perhaps mention the bank name?

    (not support, just a fellow user)

  2. Support Staff 2 Posted by Maddy on 27 Aug, 2021 12:25 PM

    Maddy's Avatar

    Hi Kenneth,
    Thank you for contacting Moneydance support.

    I have already responded to your other discussion earlier today. You should have received a copy of the reply via email. You can view the other discussion on this page.” Please find the same below:

    I would be happy to authorize a refund and 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 today.

    Moneydance only supports automatic downloads using Direct Connect, and unfortunately Vantage West Credit Union don't support this connection method. If they begin to support Direct Connect at any point, we'd be happy to establish a connection with them.

    Vantage West Credit Union use other connection methods that Moneydance does not support, called Web Connect and Express Web Connect.

    By only using Direct Connect, we can guarantee that your username, password and financial data only ever exists with your bank or on your own personal computer, and at no point are your details stored on another server.
    You can read more about why we only support this connection type in our blog and also in this article.

    Without Direct Connect, you are still able to easily import your data into the program. The best way to get your transactions into Moneydance is to use a web browser to download files from your bank's web site.

    We'd recommend you download using the OFX or QFX file format if available. If not, use the QIF file format. (These files are sometimes referred to as Quicken or MS Money files). You can import the files to Moneydance using File --> Import.
    The steps for manually importing your data are outlined in this article from the Knowledge Base.

    Also, we are actively working on implementing a similar mechanism to what is called Web Connect.

    Web Connect is basically an embedded browser that automates the login and downloading of transactions from a bank's web site. It is easier for banks in that they basically just need a relatively simple login page, account selection, and file download.

    Quicken in the past couple of years has taken the route that this login+download process is done on their servers, but we are committed to doing it on your own computer where it will be under your control. The main difference there is that Moneydance ensures security and privacy, but it is a bit more difficult to implement because we have less control over the environment in which the process is running.

    We have applied for membership to FDX and we'll see how that goes. We have never been a member of the OFX consortium as it was basically run by Intuit, Microsoft, and (earlier) CheckFree and the specification was always public, but our developer have followed it closely since about 2000-2001.

    Finally, we offer a 90 day money back guarantee, so there’s still plenty of time to test the program. If you prefer to continue with the refund at this point, please let me know and I will ensure this is processed.

    Maddy, Infinite Kind Support

  3. 3 Posted by Ken Moyes on 27 Aug, 2021 07:55 PM

    Ken Moyes's Avatar

    I request a full refund as the Money Dance is not supporting my financial institution.

    Kenneth Moyes

  4. 4 Posted by Ken Moyes on 27 Aug, 2021 10:41 PM

    Ken Moyes's Avatar


    Kenneth F. Moyes

  5. Support Staff 5 Posted by Ethan on 29 Aug, 2021 04:35 PM

    Ethan's Avatar

    I am sorry that our product did not meet your needs. I have asked our payment processing partners Fastspring to process your refund. They will let you know when the process is complete from their end.

    Please let me know if I can be of further assistance,

    Infinite Kind Support

  6. Ethan closed this discussion on 29 Aug, 2021 04:35 PM.

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