Stopped getting credit card data - using an old account number

bepilot's Avatar


14 Sep, 2019 04:13 PM

Citi Card recently had to send me a new card with a different account number on it. I changed the Account for Citi Card to reflect the new account number and it worked for a few months. In the last month it errors out (2000 error). Trying to fix the issue I found when I pull the Set Up Online Banking to setup the account again it just gives me the old account number and I can not figure out how to change it.

I don't know why it worked fine - until maybe the last MD update may have been when it also quit using the new account number which is correct if I go to the Account. How do I fix this issue?

John D

  1. Support Staff 1 Posted by Maddy on 16 Sep, 2019 01:33 PM

    Maddy's Avatar

    Hi John,

    We are sorry to hear about the problem you have encountered.

    It is likely that this is a mapping issue. Your accounts are not mapped properly (in other words, one account is pointing to each of your Moneydance accounts).

    To fix this, disable the Online Set-up for the problem accounts. Then you will need to re-enable them. Once you have entered your ID and Password click Ok and wait (do not click next). You need to see a window that will display - "Please choose the account you wish to use" - which are your accounts listed in a drop down list. If you bypass this window - your Moneydance Account will map to the first account on this list.
    Sometimes you will need to just wait for this window to pop-up as it can take several seconds.

    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 bepilot on 16 Sep, 2019 09:09 PM

    bepilot's Avatar


    I am not getting anywhere with trying your suggestion. I cannot get to the screen where you can disable, resync…. the credit card account. I don’t know why I can’t find that screen as I know I used to be able to get to it. I go to Set Up OnLine Banking. It just takes me to the set up and I find none of the screens you mention. Although I know in the past I did see them and use them. Every window only gives me a NEXT and no OK to select. I can get to a window to select the Citi Card account and as you will see in the screen shot it gives me two accounts. Neither of those are the correct account numbers. I have rechecked my account set up and I do have the correct number in their for my Citi Card, but it does not show up in the set up.

    Also if I select Open Account Website nothing happens and that used to work.

    Thank you,

    John DeCarli

  3. Support Staff 3 Posted by Maddy on 17 Sep, 2019 08:45 AM

    Maddy's Avatar

    Hi Jonh,

    Which version and build of Moneydance are you using?
    To check, open Moneydance and select Help --> About Moneydance (or Moneydance --> About Moneydance on a Mac) where the version and build number will be displayed.

    Can you let me know which operating system you're running on your computer/s?

    When you download from the bank, do you use Direct Connect automatic downloads, or do you download files from the banks website?

    Do you have syncing enabled, (via File --> Syncing), and do you share your data file with another computer or a mobile device?

    If you haven't already, you should try to recreate the connection with your bank. You will need to disable your current connection and then recreate it using the New Connection button on the Online Banking Setup screen. To do so, you can follow these steps:

    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.

    Let me know if you continue to have connection problems after recreating your connection and we'll troubleshoot further.

    Maddy, Infinite Kind Support

  4. 4 Posted by bepilot on 18 Sep, 2019 09:02 PM

    bepilot's Avatar

    Version 2019.3 (1880)
    Mac OS 10.13.6
    Normally I use Direct Connect to download credit card data.
    Syncing is enabled.
    I do share it with my iphone and ipad.

    John DeCarli

    Sent from my iPhone

  5. System closed this discussion on 18 Dec, 2019 09:10 PM.

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