Unable to successfully link with Investment Bank

Kevin Ratcliffe's Avatar

Kevin Ratcliffe

17 Nov, 2023 10:04 PM

I am trying unsuccessfully to link to my Serco 401K account using Plaid service. The URL when I search is correct and I am able to login through a normal browser but when I enter the credentials, after waiting a minute or so, I receive the credentials are incorrect or most times after seeing the authorizing with our servers message, I am returned too the splash screen and displays the following message:

Let's get your Moneydance file Personal Finances ([email blocked]) connected!
The Plaid Link interface should appear momentarily, or you can click here to re-launch it to connect more accounts.

I try again and the same result happens. Is this service not working with Moneydance and Plaid, Please advise how I can make this work.

Thank you

  1. Support Staff 1 Posted by Maddy on 20 Nov, 2023 04:55 PM

    Maddy's Avatar

    Hi Kevin,
    Thank you for contacting Moneydance support.

    Generally, when a financial institution supports Direct Connect, we recommend using the OFX service method. Firstly because it is free, secondly because the downloads are immediate as these do not require the intervention of an aggregator as it happens with Moneydance +, thirdly as you can use ‘Bill Pay’(if required).

    So, since Voya Financial Advisors, Inc. supports the OFX method, you could disconnect it from Moneydance + and re-creating the OFX Connection as outlined here.
    In order to achieve this navigate to Online menu-> Set up Moneydance+ and where it reads "Connected" on the right, click and select disconnect in the popup. Finally, restart Moneydance.

    Your bank might require you to enable your accounts for application-based online banking and you can accomplish this by asking your bank to set up your account for direct connections from Quicken. Moneydance uses exactly the same OFX server connection protocol as Quicken but your bank representative may not know this and mistakenly believe that you can not connect in Moneydance.
    Calling up your bank and stating precisely the following should get you started:
    "Please enable direct connect on my account such that I can connect to your servers directly with Quicken. Also give me the login credentials I need to connect Quicken to this service." Application-based online banking often requires a different login/PIN than the ones that are used for ATM or web-based banking. When you enable your account for access from Moneydance or Quicken, your financial institution should let you know what customer ID/login and PIN to use.

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

    --
    Maddy, Infinite Kind Support

  2. Support Staff 2 Posted by Maddy on 20 Nov, 2023 04:58 PM

    Maddy's Avatar

    Additionally, Plaid is receiving the Error code INSTITUTION_NOT_RESPONDING
    when they attempt to link with Voya Retirement - Serco Inc. 401(k) Retirement Plan.
    This institution is not currently responding to their request.

    So, I have created a ticket and I have escalated it to Plaid support for further advice.

    --
    Maddy, Infinite Kind Support

  3. 3 Posted by Kevin Ratcliffe on 20 Nov, 2023 08:17 PM

    Kevin Ratcliffe's Avatar

    Thanks, I contatced Voya and was told they do nto support OFX connections for customers. They also do nto have any current agreements with Plaid as a data aggregator. They shared the current list of whom they do have agreements but does change time to time, which are:

    MC
    Yodel
    E-Money
    Morningstar
    Fiserv (formerly Cash Edge)
    Intuit
    Mint

    They suggested I inform you to have Plaid establish an agreement with them.

    I towel appear at the reason Plaid is receiving the Error code is they have failed to remove Visa from their list of banks they support customers look at

    I do hope you will bring this to yoru data aggregator attention and they initiate abnormal agreement soon.

    Thank you.

    Kevin Ratcliffe

  4. Support Staff 4 Posted by Maddy on 21 Nov, 2023 04:54 PM

    Maddy's Avatar

    As far as I can tell both "Voya Financial Advisors, Inc" - http://voya.com and
    Voya Institutional Plan Services - https://voyaretirement.voyaplans.com support Direct Connect.
    That being said, to be extra sure I've referred your query to the connection specialist for further advice.

    --
    Maddy, Infinite Kind Support

  5. 5 Posted by Kevin Ratcliffe on 24 Nov, 2023 01:16 PM

    Kevin Ratcliffe's Avatar

    Just for the heck of it, I tried to link my Serco Voyager 401K account again today. This time it said the link was established successfully. This was a positive start. During the linking process, the value of my account was displayed and it was correct. Next I tried to click on the Serco 401(k) account in Moneydance and then click download to retrieve all the transactions, I opted to only retrieve since 17 November 2023. No transactions were visible nor would they download.

    I then tried to reset the download data and attempted to download again and this time selected all available, same result, nothing downloads.

    Not sure if you can see anything on your side on what is happening. This is a fairly easy process and has worked for other linked accounts and transaction download as expected but not for my Voya 401k account.

    Any suggestions or any backend observations that could assist in resolving this incident please.

    Thank you

    Kevin

  6. Support Staff 6 Posted by Maddy on 27 Nov, 2023 01:17 PM

    Maddy's Avatar

    Firstly, you could check the following:

    The filter at the top of the register should be set to "All".

    There is a button that toggles between "split" and "combined mode" at the top-right corner of the register, next to New Transaction.

    If this is in split mode, then all unconfirmed transactions will be shown in a second register which appears below the regular register.

    This can sometimes be collapsed, so that all it shows is a bar with a label that says "N unconfirmed transactions". If you see that bar, drag it up vertically and you'll see the unconfirmed transactions in that list.


    (If the problem persists) please send us your Moneydance error logs and we'll troubleshoot further.

    They are saved on your computer as an errlog.txt file.

    You can get to your error logs as follow:

    1) navigate to Help->Console Window to show the console log in a window

    or

    2) in the Finder, press ⌘⇧G and then copy and paste ~/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support into the field and press enter/return.

    At that point the finder will show an internal folder containing the errlog.txt file which includes the log.

    Finally you can paste the full content to your next reply.
    To add an attachment to this thread, please click on the "Browse" button.

    Thank you

    --
    Maddy, Infinite Kind Support

  7. 7 Posted by Kevin Ratcliffe on 07 Jan, 2024 07:27 PM

    Kevin Ratcliffe's Avatar

    Attached is the error log in PDF format due to issue in trying to upload error log in native txt format earlier.

  8. Support Staff 8 Posted by Maddy on 10 Jan, 2024 12:56 PM

    Maddy's Avatar

    I’m sorry to keep you waiting, but I’d like to run your query past Plaid support who may be able to provide further information.
    Other customers have been reporting the same issue, so it's a general issue affecting all users now. Hopefully Plaid will be able to fix the problem with X bank as soon as possible.
    We will keep you updated in this thread.

    --
    Maddy, Infinite Kind Support

  9. System closed this discussion on 10 Apr, 2024 01:00 PM.

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