I have posted a private discussion on 6th February but no answer how do I get the attantion of the support staff

philip's Avatar


13 Feb, 2019 11:33 AM

ON the 6th February I posted a private discussion asking for help and them posted reminders for a reply styating that the links to the How To FAQ's etc. did not help.

The private discussion I raised says 1 person watching I can only assume that is me and not someone at Infinite Kind so this isn't a useful feature!

It seems frustratingly difficult to get support and to find how to speak or get online support from Infinite Kind Staff.

How do I get them to provide support. I have paid for a licence for the 2017 and 2019 versions.



  1. 1 Posted by TonyRI on 13 Feb, 2019 01:00 PM

    TonyRI's Avatar

    I'm sure that things have gotten hectic at IK with the new release of Moneydance. That said, I agree that you should receive prompt assistance when requesting support.

    You have, however, now posted on the public forum. You may see a quick response from fellow users, or IK staff, if you state what the problem actually is.

    There are many Moneydance Customers who would be happy to help you on this Public Forum.


    Tony (NOT from Moneydance Support)

  2. 2 Posted by philip on 13 Feb, 2019 02:21 PM

    philip's Avatar

    Hello Tony


    Thank you for taking the time to reply so quickly.


    Here is the private post I made removing the name of the security and amounts:


    I am converting the data from Money 2001 version into Moneydance 2019 version. (Additional note: I created loose QIF files and exported them from Money and Imported them as per the Money Dance instructions)

    I have a pension account and am unable to change the restored id entries of the securities to show the actual securities. I have tried deleting them and adding them as new entries but am unable to do them as a BUY transaction it insists on forcing them to be XFR transactions.

    Here is the transaction detail for one imported entry:
    0.acctid: 834dafaf-dcdc-409d-8f9f-ae2c72ef55fe
    0.desc: {Name of Security}
    0.id: 1a03f008-78cc-4bc2-a387-037bb8ccf0fd
    0.invest.splittype: sec
    0.oldid: -1
    0.pamt: -nnnnnnnnnn
    0.samt: nnnnnnnnnn
    acctid: 521c5403-588c-480f-ad03-d89db042757c
    chk: Buy
    dt: 20180910
    dtentered: 20180910
    id: 2572bae3-9abd-49a1-9c66-f031ab1174b6
    invest.txntype: buy
    obj_type: txn
    oldid: -1
    qif_invst_action: Buy
    qif_sn: 1548082978853
    td: 20180910
    ts: 1549450246985
    xfer_type: xfrtp_buysell

    This was the Automated reply:


    This is an automated response to let you know that we've received your request:

    Unable to convert or enter a BUY transaction

    and will respond as quickly as possible. Answers to many common questions can be found in our knowledge base < <http://help.infinitekind.com/kb> http://help.infinitekind.com/kb> and user guide < <http://help.infinitekind.com/kb/user-guides/moneydance-2015-user-guide> http://help.infinitekind.com/kb/user-guides/moneydance-2015-user-guide> .

    Based on your support request, we think you may find the following articles from our FAQ helpful:

    * Entering Transactions < <http://help.infinitekind.com/kb/register-and-transactions/entering-transactions?anon_token=0546dfcb5> http://help.infinitekind.com/kb/register-and-transactions/entering-transactions?anon_token=0546dfcb5>
    * Entering Holdings < <http://help.infinitekind.com/kb/investment-accounts/entering-holdings?anon_token=0546dfcb5> http://help.infinitekind.com/kb/investment-accounts/entering-holdings?anon_token=0546dfcb5>



    ON the 9th Feb I posted this update:


    What other information do I need to send you to get help or any sort of answer?

    Your links below did not help at all I had already seen them before asking for help.





  3. 3 Posted by TonyRI on 13 Feb, 2019 03:18 PM

    TonyRI's Avatar

    Hi Phillip,

    Thanks for the additional information. I'm sorry, but I don't have the expertise to help you with the issue that you describe.

    I know how frustrating it could be to not receive help when you need it, but I'm pretty sure that others will chime in to give you a hand as soon as they read your post.

    I know of at least 4 users on this forum that have the knowledge and would gladly be able to walk you through this problem

    Good luck!

  4. 4 Posted by dwg on 13 Feb, 2019 08:17 PM

    dwg's Avatar

    I'm a fellow user.

    If you are not satisfied with the support you are receiving, or as in this case the lack of support, I can only suggest you do what people should initially do whenever they are dissatisfied and that is complain to the management.

    In the case of Moneydance that means Sean Reilly and his email is

    sreilly (at) infinitekind (dot) com

    There is a script to resolve the restored ID problem with accounts and categories but I'm not aware of their being a problem with securities

    For information the follow thread is one that talks about this:


    Not being able to turn a XFR transaction into a buy is normally a sign that there are no securities definitions attached to the Investment account. The way Moneydance works is that you define securities separately and then you associate the securities to what ever investment accounts you want to use them in, the problem you are having here could be tied into the problem you are having with securities.

    I suspect you are doing this in Moneydance 2019 so I think that support/developer should be looking at this.

  5. Support Staff 5 Posted by Tom Freeman on 13 Feb, 2019 10:03 PM

    Tom Freeman's Avatar

    I am so sorry for the late reply. I have responded to your original thread.

    Tom Freeman
    Infinite Kind Support

  6. 6 Posted by philip on 14 Feb, 2019 09:31 AM

    philip's Avatar

    Thank you to Tony, DWG and Tom who have replied so quickly I will go through the link DWG sent and reply to Tom in the private discussion so that I can post any details of the transactions easier.

    Just for info the securities should exist as I have attached the same securities to another investment account and been able to convert imported entries in that account. The entries came from a loose QIF exported from Money and imported into the accounts I had previously created in Money Dance.

    I will let you know how it is resolved.

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