Can't connect to bank

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david

11 Jun, 2015 05:05 PM

Hi, I've used MoneyDance for years and today I tried opening it. I get this reply (see attached). There is no way to reset the online account as the Setup Online Banking option is greyed out. Any Ideas? Thanks

  1. 1 Posted by Ethan on 11 Jun, 2015 05:14 PM

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    We've updated our connection information for your bank, so you should be able to connect now. You will need to disable your current connection to your bank 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 the Online->Setup Online Banking button/menu
    3) Click the Disable button. If you don't see a disable button, continue to step 5.
    4) Select the Online->Setup Online Banking button/menu (again)
    5) Click the New Connection button and select your bank from the list of available institutions that pops up. Hit OK
    6) Continue with the setup process, entering your username/password
    7) Repeat steps 1-6 for any additional accounts

    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 list of available banks will force Moneydance to download the updated information, which should then allow you to connect.

    Please let me know if you continue to have connection problems after recreating your connection.

    Ethan
    Moneydance Support

  2. 2 Posted by David Parsons on 11 Jun, 2015 05:26 PM

    David Parsons's Avatar

    As I stated in my post. The setup online banking option is greyed out.

    David Parsons
    1821 Dexter Street
    Austin,TX 78704
    512-326-4999
    www.MediaSystemsCompany.com

  3. 3 Posted by David on 11 Jun, 2015 05:49 PM

    David's Avatar

    I followed your instructions and still get the same message in reply from the bank.

  4. 4 Posted by Jerome on 11 Jun, 2015 05:56 PM

    Jerome's Avatar

    Hi David,

    When recreating your connection, it's important to use the New Connection button to reconnect to Wells Fargo. If you just select it from the dropdown, you will not get updated information.

    If that still doesn't work, you'll need to force clear the current connection information for your bank in Moneydance. I'm sending a file called remove_one_service.py (or remove_one_service_2015.py for Moneydance 2015) that will help do that. Before proceeding, please back up your Moneydance data set, just in case something goes wrong. You can use these instructions to create a backup:

    http://help.infinitekind.com/kb/moneydance-2014/how-to-move-your-da...

    except copy your data set instead of moving it, in order to create a backup. So far, this hasn't caused any problems, but better safe than sorry!

    To use the file, first save it to your computer and then follow these steps:

    1. In Moneydance, click on the Extensions Menu and choose the Manage Extensions option.

    2. From the list of available extensions, choose the Python Interface extension, then click Install to download the extension and finish to complete the installation.

    3. Close the Manage Extensions window.

    4. Again, click the Extensions menu. This time, choose the Python Interface option.

    5. In the python window, click the read from file button and load the file from wherever you saved it. You will be asked to select which connection you want to clear. Choose your bank, and click OK. You'll get a confirmation message when the connection has been removed. Close the window when done.

    6. Set up the connection to your bank like normal. Since all of your settings have been cleared, you should get the most recent connection information for your bank.

    Hopefully, that will work. If it doesn't, let me know and we'll continue troubleshooting.

    Jerome
    Infinite Kind Support

  5. 5 Posted by David Parsons on 12 Jun, 2015 04:38 PM

    David Parsons's Avatar

    I need to see what I need to do to get a refund my $50 software purchase I can’t use. Thanks

  6. 6 Posted by Scott Meehan on 12 Jun, 2015 04:50 PM

    Scott Meehan's Avatar

    Hi David,

    Did the file that Jerome sent remove the connection? If you select the account on the left sidebar column, can you go to Online -> Setup online banking and re-create your connection with the instructions that Ethan sent then? If you're able to re-create the connection, that should fix the error that you're seeing.

    Scott Meehan
    Infinite Kind Support

  7. 7 Posted by David Parsons on 12 Jun, 2015 05:42 PM

    David Parsons's Avatar

    No it did not. I would like my money back please.

  8. 8 Posted by Scott Meehan on 12 Jun, 2015 08:00 PM

    Scott Meehan's Avatar

    Hi David,

    Our records indicate that you last purchased Moneydance from us in 2013, so I can't issue you a refund for that purchase. Did you purchase an upgrade to Moneydance from us, from the Mac App Store, or from Amazon.com? If you purchased Moneydance from us, can you send us the full name, billing address, and email address that you used to purchase your license key? I should be able to find you in our database with that information and then issue you a refund.

    If you purchased Moneydance from the Mac App Store, Apple requires that you go through the Mac App Store's refund process to receive money back from purchases made through that service. Unfortunately, we cannot authorize the refund for App Store purchases on our end; you will have to go through their process on their site at http://www.apple.com/support/mac/app-store/contact/

    Unfortunately Amazon.com doesn't offer refunds for downloaded software and unfortunately there's nothing we can do about it. You can see their software return policy here:

    http://www.amazon.com/gp/help/customer/display.html?nodeId=201380130

    If you purchased through Amazon.com, we'll certainly be happy to offer you technical support to help you get up and running!

    Scott Meehan
    Infinite Kind Support

  9. 9 Posted by David Parsons on 13 Jun, 2015 02:56 PM

    David Parsons's Avatar

    Thanks for your effort. I pursued a refund via the mac app store and they responded that they will issue a refund last night.

  10. Ethan closed this discussion on 13 Jun, 2015 03:05 PM.

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