updating my account

nicky silver 's Avatar

nicky silver

11 Oct, 2019 11:10 PM

Hi
It looks like I have updated the program but I cant access any of my stored information. Can you please tell me how to do this?
thanks so much. Nicky

  1. Support Staff 1 Posted by Maddy on 14 Oct, 2019 05:01 PM

    Maddy's Avatar

    Hi Nicky,

    I believe you are running Moneydance 2017.10 (1706).

    To find your previous data file, open Moneydance and click on File > Open, you will see a list of all recently opened data files.

    If you cannot find your data file there, then click on Help > Show Document Folder, this will open your default data file location, where all of the data files are located.

    Another option is to click on Help > Show Archive Folder, this will open the default backup file location and you can choose to restore a backup.

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

    --
    Maddy, Infinite Kind Support

  2. 2 Posted by Nicky Silver on 15 Oct, 2019 08:34 PM

    Nicky Silver's Avatar

    Hi Maddy,
    chipping away at this. I found my data (it is labeled demo for some reason —wonder if that could be changed but not essential). But I am unable to download info from my financial institutions. i get these error messages that
     I am sending you for all my institutions. For example Bank of American not accepting new connections . Or Citibank error 2000 which is the error I was getting over a year ago when I last used this program.
    I stopped using it because even then I couldnt download my information. Your help is greatly appreciated. I look forward to hearing from you. Nicky

  3. Support Staff 3 Posted by Maddy on 16 Oct, 2019 01:33 PM

    Maddy's Avatar

    Hi Nicky,

    1) If you'd like to re-name your data set, you can follow the steps in this article from the Knowledge Base.

    It's important you close the Moneydance program fully before you make any changes. Then change the data file name to whatever you want - just be sure to retain the .moneydance file extension at the end of the file name.

    2) In regards to Citi Cards, we've already made a change to the connection information we use for Citi Cards. To use the updated connection details, you'll need to recreate the connection within Moneydance. I have provided the steps below -

    1. Select your bank account in Moneydance

    2. Select Online --> Setup Online Banking

    3. Click the "Disable" button. If you don't see this button, just close the window.

    4. Repeat the previous steps for any additional accounts at the same institution.

    5. Select Online --> Setup Online Banking (again)

    6. Click the "New Connection" button and select your bank and hit OK

    7. Continue with the setup process, entering your username/password

    Make sure you pick "New Connection", even though your bank is still one of the connection choices after you disable it. Choosing your bank from the long list of available banks will force Moneydance to download the updated information, which should then allow you to connect.

    After following these steps you'll need to re-enable your accounts for automatic downloads at the banks end. You'll see the message below and should try following these steps to visit the banks website:

    "We’ve recently updated our online banking experience. To continue using this app, you’ll need to re-link the app to your Citi account. You can complete this at https://citi.com/datamanagement"

    When you do this, you'll authorise the connection. You'll then be given ten minutes to open Moneydance and attempt to connect with the bank again.

    If the problems persist after following these steps, can you provide details of the error message and error codes you're seeing?
    If it's easier, you can send me a screenshot of any errors. You can read instructions for taking a screenshot here - https://www.take-a-screenshot.org/

    3) As for Bank of America, where you read "!Not Accepting New Connections!!" next to the connection name, this is because Bank of America have recently discontinued their support for new Direct Connect activations.
    If your account was activated for Direct Connect before they turned off support, you should still be able to connect in Moneydance.

    Open Moneydance and choose Online --> Set Up Online Banking. Then select 'New Connection' and choose your financial institution from the list.
    This will only work if your account was already enabled for 'Direct Connect' and not another connection method (Web Connect or Express Web Connect). If your account isn't enabled for Direct Connect, you'll see an error when you try to connect.

    Moneydance does not support Web Connect or Express Web Connect - this is for your security.
    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.

    If your accounts aren't enabled for 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 into the QFX or OFX file format if either of these are available. If not, use the QIF file format. These files can be imported to Moneydance using File --> Import. You can find the steps for manually importing your data in this article.

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

    --
    Maddy, Infinite Kind Support

  4. 4 Posted by Nicky Silver on 22 Oct, 2019 10:09 PM

    Nicky Silver's Avatar

    Dear Maddy
    I got my old nformation on to the program (under the title of demo). I still have the original problem the I have had for months now which is that I cant download my data from any of my bank accounts or credit cards.
    Please help me resolve this issue so that I can finally use this program. Thanks so much.

    PS>. Is there some way we can have a phone conversation so we can complete this as soon as possible. After all, it has been a problem for some time now.

    thanks again.
    Nicky Silver

  5. Support Staff 5 Posted by Maddy on 24 Oct, 2019 10:00 AM

    Maddy's Avatar

    Hi Nicky,

    It seems that you didn't receive my reply of October 16, 2019 @ 02:33 PM. The same was sent again to you via email, today as follows:

    1) If you'd like to re-name your data set, you can follow the steps in this article from the Knowledge Base.

    It's important you close the Moneydance program fully before you make any changes. Then change the data file name to whatever you want - just be sure to retain the .moneydance file extension at the end of the file name.

    2) In regards to Citi Cards, we've already made a change to the connection information we use for Citi Cards. To use the updated connection details, you'll need to recreate the connection within Moneydance. I have provided the steps below -

    1. Select your bank account in Moneydance

    2. Select Online --> Setup Online Banking

    3. Click the "Disable" button. If you don't see this button, just close the window.

    4. Repeat the previous steps for any additional accounts at the same institution.

    5. Select Online --> Setup Online Banking (again)

    6. Click the "New Connection" button and select your bank and hit OK

    7. Continue with the setup process, entering your username/password

    Make sure you pick "New Connection", even though your bank is still one of the connection choices after you disable it. Choosing your bank from the long list of available banks will force Moneydance to download the updated information, which should then allow you to connect.

    After following these steps you'll need to re-enable your accounts for automatic downloads at the banks end. You'll see the message below and should try following these steps to visit the banks website:

    "We’ve recently updated our online banking experience. To continue using this app, you’ll need to re-link the app to your Citi account. You can complete this at https://citi.com/datamanagement"

    When you do this, you'll authorise the connection. You'll then be given ten minutes to open Moneydance and attempt to connect with the bank again.

    If the problems persist after following these steps, can you provide details of the error message and error codes you're seeing?
    If it's easier, you can send me a screenshot of any errors. You can read instructions for taking a screenshot here - https://www.take-a-screenshot.org/

    3) As for Bank of America, where you read "!Not Accepting New Connections!!" next to the connection name, this is because Bank of America have recently discontinued their support for new Direct Connect activations.
    If your account was activated for Direct Connect before they turned off support, you should still be able to connect in Moneydance.

    Open Moneydance and choose Online --> Set Up Online Banking. Then select 'New Connection' and choose your financial institution from the list.
    This will only work if your account was already enabled for 'Direct Connect' and not another connection method (Web Connect or Express Web Connect). If your account isn't enabled for Direct Connect, you'll see an error when you try to connect.

    Moneydance does not support Web Connect or Express Web Connect - this is for your security.
    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.

    If your accounts aren't enabled for 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 into the QFX or OFX file format if either of these are available. If not, use the QIF file format. These files can be imported to Moneydance using File --> Import. You can find the steps for manually importing your data in this article.

    Finally, unfortunately we do not provide support via the phone. We aim to respond to your initial message within 24 hours, and after that we'll get back to you as quickly as we can. If you create a public discussion as you have done, you'll also hear back from some knowledgeable Moneydance customers.

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

    --
    Maddy, Infinite Kind Support

  6. System closed this discussion on 23 Jan, 2020 10:00 AM.

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