Union Bank - Direct Connect

Roger Hayne's Avatar

Roger Hayne

26 Jul, 2018 07:43 PM

I have converted to Money Dance from Quicken at the start of 2018 and generally like the results. I do however have an issue with Money Dance and Direct Connect with Union Bank. According to your documentation I should be able to access Union Bank information via Direct Connect within Money Dance, however it fails even though it works in Quicken (so I have the user name and password correct in Money Dance).

I opened a support ticket for this problem earlier this year and it is still not resolved, in spite of a number of e-mails inquiring as to status and updates.

Can you please follow up - I would hate to have to go back to Quicken for this service that I REALLY use extensively.


  1. 1 Posted by hoss on 25 Sep, 2018 12:38 PM

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    Hi Roger. Did this ever resolve for you? I'm considering MD for the first time, have never used it. It is discouraging to see that your post didn't get any responses and that your emails also went nowhere. I found your post because I was trying to determine whether MD can pull down transactions with Union Bank.

  2. 2 Posted by Roger on 25 Sep, 2018 03:49 PM

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    Still just crickets from MD. I'm a bit surprised since my earlier posts got response but no resolution, now nothing from MD. They initially tried to work with me, but seem to think the issue may be on the Union Bank side, now no responses. I've resorted to the "old fashioned" approach of manually downloading the transactions using Quicken format, importing them into MD and matching them. As far as payments, I go online to Union Bank and manually make the payments there. A pain but it gets the job done.

    The cynic in me might say there is one major change between the earlier e-mails and the recent lack of response. Earlier I was a "trial" user of MD, using the free version to evaluate it. I made it clear that a key feature I was needing was direct connect. Since then I've actually purchased the software. They were quite helpful before but I have not heard anything after.

    Hope this helps.

  3. 3 Posted by hoss on 25 Sep, 2018 09:37 PM

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    That is disappointing. They've been very responsive to my new user
    questions...it's not encouraging to hear that it all dries up after
    being a normal user.

    If Infinite Kind is listening, it's a bad policy if that's what it is.
    Sustained support is essential.

  4. 4 Posted by -Kevin N. on 25 Sep, 2018 10:01 PM

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    Hi Roger,

    Quicken may be using web-connect to connect to Union Bank.
    Moneydance uses OFX direct-connect exclusively.

    This could explain why you can successfully connect using Quicken but you are yet to be able to connect using MD.

    Often times financial institutions will require authorization in order to connect to their OFX server via direct-connect. Look to see if there is an option on the Union Bank website to provide such authorization.

    You may need to call your bank to provide authorization. The following is what MD support generally suggests you say...

    "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."

    It's a good idea to try to avoid mentioning Moneydance as the bank's I.T. rep may mistakenly think that they don't support OFX direct-connect to Moneydance. However, Moneydance uses the same OFX protocols as Quicken.

    -Kevin N. (not a member of MD support)

  5. 5 Posted by dwg on 25 Sep, 2018 10:08 PM

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    I'm a fellow user.

    There is one thing I can think of to be aware of.

    Quicken has two methods of communicating with Financial Institutions, one is Direct Connect the other is Web Connect. To the user they look the same, in operation however, they are very different. Web Connect is proprietary to Quicken to start with, but as the name indicates it is using the banks standard internet banking web site to download the data, which also means it is using your everyday Internet Banking username and password.

    Direct Connect is generally using a separate system to the Internet banking systems. Many banks will want you to make a request to have this particular service enabled and additionally there will often be a different username/password involved as it really is a different service and often on different computer systems.

  6. 6 Posted by Roger on 26 Sep, 2018 12:30 AM

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    Thanks for the posts. I am aware of the two different methods (and actually had used both in Quicken, direct connect for my primary account and web connect for accounts for my kids). The problems I'm having are with direct-connect for my primary account. Since I can use this access in Quicken I know I have the correct credentials (user name and password), however, it seems MD and Union Bank don't want to get along for me.

    Earlier this ear MD support spent quite a bit of time trying to troubleshoot the issue, I even sent log files for both MD and Quicken, but did not hear back about a possible resolution.

    Thanks agian.

  7. 7 Posted by hoss on 26 Sep, 2018 12:54 AM

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    Kevin and dwg, you're clearly long time md users. Have you found that
    support from md is available to you? I'm new to md and have found them
    to be responsive to my novice level questions. I posted to roger because
    I read that he'd not gotten anywhere with multiple emails to md asking
    for support; his response that that support from the company had seemed
    to falter soon after he bought in. The level of support will be
    important for me as a new user.

  8. 8 Posted by -Kevin N. on 26 Sep, 2018 01:08 AM

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    Hi light hoss,

    The level of support from the Moneydance support staff as of late can only be described as spotty at best.

    It's a shame too because their support, early on, was lauded as some of the best around.

    That's the bad news.

    The good news is that there is a knowledgeable user base that remains quite active on these forums. We of course can not offer much help when it comes to certain aspects of the program. e.g. repairing broken bank connections.

    I think that as far as Union Bank goes, you should look to Roger's solution of manually importing the data from Union's web site. That is, until MD support finally chimes in.

    It has been my experience that their OFX connection specialist is quite skilled at his trade and if anyone can make it happen, it's him.

    It's just going to be a matter of them catching wind of this thread.

    -Kevin N. (not a member of MD support)

  9. 9 Posted by dwg on 26 Sep, 2018 05:37 AM

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    Kevin has given you a good summary of the situation.

    Support has become pretty patchy, there are support people around but they do not respond with the frequency I would expect - in fact I would expect support to read every thread and post at least one response in each - even to just say they agree what has been proposed or the like.

    I do not know why the quality of the support has declined.

    Alas support across the board can be questionable you do not always get good support even if you are paying the top dollar.

  10. 10 Posted by -Kevin N. on 26 Sep, 2018 01:47 PM

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    Hi Roger, light hoss,

    It looks like with Union Bank, if you want to use direct-connect, you need to sign up for Online Banking with Software (Direct Connect)

    It also looks like they're going to charge fees for the service. FWIW, I'd sooner change banks than pay a fee to access my data.

    -Kevin N. (not a member of MD support)

  11. 11 Posted by hoss on 26 Sep, 2018 04:46 PM

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    Thanks Kevin and dwg, it is encouraging that the forum users are active and are able to discuss core non-petty issues in depth.

  12. 12 Posted by Roger Hayne on 26 Nov, 2018 05:50 PM

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    Problem solved - user error. I inadvertently included hyphens in the account number. Removed them (thanks to Jenny at Infinite Kind support) and us now working.

  13. System closed this discussion on 25 Feb, 2019 06:00 PM.

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