ID/Password Combination for First Republic Won't work in MoneyDance (But Will in Quicken)

Erica Carter's Avatar

Erica Carter

28 Feb, 2011 03:09 AM

I have been using MoneyDance successfully and happily for a few months now, after switching from Quicken. My primary accounts are at First Republic Bank. I had no trouble downloading or using online bill pay with First Republic for a while.

Recently, I had to have a new online profile established for First Republic (it turned out there was some sort of error in my files on the old one, and I added some new accounts, so they had to set up a new online profile). Knowing now that the online profile is not the same as the Quicken (and MoneyDance) profile, I had a new Quicken profile established too. I cannot get that new profile to work in MoneyDance and, as a result, I haven't been able to access my accounts for more than a week.

I still have Quicken (for Windows, operating through Parallels) installed (happily - I really thought I was done with it. So I tried putting the new Password/PIN combination into Quicken. It worked - SORT OF: it downloaded all the information, but says there is an error [OL-393-A]. Still - I got the download.

So I went back and tried again to see if it would work in MoneyDance. It doesn't. I get an error saying:

The given customer ID or PIN is not valid. For more information contact your financial institution.

Additional information from the server:
Signon (for example, user ID or password) invalid

Last week, after getting this error (and before trying Quicken), I called my financial institution to ask what was going on. They said they'd reset the pin again, but interestingly said that (despite my trying this about 20 times) they saw no record that my computer had actually contacted their server. So something is not going quite right between my MoneyDance and First Republic's server.

I read another thread that suggested updating to build 757, which I have done - I am now running build 757.

All of my other accounts are working beautifully (except US Bank, which I understand is a general problem).

One thing I noticed that might be of interest (maybe?): When I try my "other" password - the one for the website, rather than the one for Quicken/MD, I get the same error message EXCEPT that I don't get the last line (ie it doesn't say "Signon (for example, user ID or password) invalid)".

I would greatly appreciate your help - this is really causing me trouble!!

  1. 1 Posted by Jessica Little on 28 Feb, 2011 04:04 PM

    Jessica Little's Avatar

    Hi Erica,

    I checked our connection information for First Republic, and it seems to be up-to-date. You may want to try reseting your connection to them. 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 and hit OK
    6) Continue with the setup process, entering your username/password
    7) Repeat steps 1-6 for any additional accounts

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

    Jessica Little
    Moneydance Support

  2. 2 Posted by Erica Carter on 01 Mar, 2011 03:56 AM

    Erica Carter's Avatar

    I tried that before, and nothing changed (meaning I got the error message I described above), but now when I try to do it, I get NOTHING. Meaning, I follow your step 1 and 2. There is no "Disable" button, so I go to Step 5. First Republic already appears in the name of the financial institution, but I still pick "New Connection and pick First republic from the list, and click OK, as in step 5, and wait. The Manual Setup button is "live", the New Connection button and Cancel button are live, but the "Next" button remains greyed out so I can't click on it. I left it sitting for a long time, but nothing happened or changed.

    I also tried it on another account that had never been set up for online banking before and get the same result. Just as a test, I picked another financial institution instead of First Republic, and it then will go to the next step.

    Is there any way to get rid of a connection? I would like to try deleting the First Republic connection information and try all over again (not to mention the random new connection I just created as part of my test), but I can't figure out how?

    THanks for your help!!

  3. 3 Posted by Jessica Little on 01 Mar, 2011 03:53 PM

    Jessica Little's Avatar

    Hi Erica,

    It's seems like Moneydance is having trouble forgetting your old connection information. To fix this, you'll need to force clear all of your current connection information in Moneydance. I'm sending a file called that will help do that. Before proceeding, please back up your Moneydance file, just in case something goes wrong. 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 Add... option
    2) In the window that pops up, make sure the From Internet option is selected and then click next.
    3) From the list of available extensions, choose the python scripting interface extension, then click Next to download the extension and finish to complete the installation.
    4) Again, click the Extensions menu. This time, choose the Python Interface option.
    5) In the python scripting window, click the read from file button and load the file from whereever you saved it. You won't get any confirmation of anything happening, but you also shouldn't get any error messages. 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.

    Jessica Little
    Moneydance Support

  4. Jessica Little closed this discussion on 11 Oct, 2013 02:37 PM.

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