Online Banking Suddenly Broken, Can't ReAdd it

Mark Carson's Avatar

Mark Carson

18 Sep, 2022 10:32 PM

I have been using Online banking for years and then suddenly I started getting an error. I was unable to clear the issue via my banking page or via Moneydance so I removed the online banking and tried to re-add it. I go to Online>Setup Online Banking. I then select New Connection and chose my bank Truwest, and Personal Checking which is the account. That's when I start to have issues.

The next screen has Routing Number, Account Number and Customer ID. The first two are prepopulated but the Account Number is incorrect. I have attempted to use the prepopulated value and also overwritten it to what it should be, neither seems to affect it. For the customer ID I have used both my account number and my login for the bank, neither work. I was able to find the (incorrect) account number listed in my Account screen, but when I fix it there it still populates with the incorrect account number during Online Setup.

No matter what I put in these fields, I click Finish and nothing happens. Not even an error. Meanwhile, what I am not being asked for is my Direct Connect (OFX) password or any type of password for that matter. I am stuck, any idea where to go from here?

  1. Support Staff 1 Posted by Maddy on 21 Sep, 2022 12:06 PM

    Maddy's Avatar

    Hi Mark,

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

    In order to determine what might be causing the problem, could you provide the information below:

    Which version and build of Moneydance are you using?
    To check, open Moneydance and select Help --> About Moneydance
    I believe you are entitled to a free upgrade to Moneydance 2021.1 (3069).
    Have you tried re-enabling Direct Connect as outlined here?
    You should restart Moneydance after making these changes.

    Please keep us posted on your progress, Thank you!

    Maddy, Infinite Kind Support

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