Can't establish Online banking with INTRUST Bank (option)

gre's Avatar

gre

16 Nov, 2020 05:19 PM

The error message I get back is:
The given customer ID or PIN is not valid. For more information, contact your financial institution.

Additional information from the server:
SIGNON INVALID

When I contact my bank, they say they can't see any failed logon attempt(s), only my valid one from the browser.

This is critical to my continuing with the switch.

Gordon

  1. 1 Posted by gre on 16 Nov, 2020 05:44 PM

    gre's Avatar

    FYI
    The following does show up in the console messages after two attempts:
    loaded cookie from https://pfm.metavante.com/ofx/OFXServlet : JSESSIONID=3364389882257985472; HttpOnly -> JSESSIONID=3364389882257985472; path=%2F; domain=pfm.metavante.com
    accounts are available!
    loaded cookie from https://pfm.metavante.com/ofx/OFXServlet : JSESSIONID=6118114237665577761; HttpOnly -> JSESSIONID=6118114237665577761; path=%2F; domain=pfm.metavante.com
    accounts are available!

  2. Support Staff 2 Posted by Maddy on 17 Nov, 2020 02:02 PM

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    Hi Gordon,

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

    INTRUST Bank will require you to enable your accounts for application-based online banking. You can accomplish this by asking your bank to set up your account for direct connections from Quicken. Moneydance uses exactly the same OFX server connection protocol as Quicken but your bank representative may not know this and mistakenly believe that you can not connect in Moneydance.

    Calling up your bank and stating precisely the following should get you started:

    "Please enable direct connect on my account such that I can connect to your servers directly with Quicken. Also give me the login credentials I need to connect Quicken to this service."

    Application-based online banking often requires a different login/PIN than the ones that are used for ATM or web-based banking. When you enable your account for access from Moneydance or Quicken, your financial institution should let you know what customer ID/login and PIN to use. 

    Please let me know if I can be of further assistance, and thanks for your interest in Moneydance!

    --
    Maddy, Infinite Kind Support

  3. 3 Posted by gre on 17 Nov, 2020 04:37 PM

    gre's Avatar

    Maddy,
    Thanks, for your reply. After talking to INTRUST, I confirmed that I am providing Moneydance with the correct userid and password I am currently using with Quicken.
    I have even deleted and re-established one of my InTrust accounts in Quicken.

    My question to you at this point is why are you asking for a PIN?
    I did not have to provide Quicken with a PIN.
    I am not sure what the PIN would be.

    FYI
    In the process of re-establishing the account, after initial entry of userid and pw, Quicken did ask for my mobile phone number so the bank could text me a one time security code. After that extra exchange, the account got added.

    And I am setup in Quicken using Express Web Connect.

  4. Support Staff 4 Posted by Maddy on 17 Nov, 2020 04:42 PM

    Maddy's Avatar

    There are two methods that personal finance software can use to access your accounts: direct connect and web connect.
    With web connect, the software basically connects to your bank's website and downloads and imports OFX, QFX, QIF, and OFC files automatically.

    Direct connect actually connects to a server at your bank instead of their website and usually requires different login credentials than you would use to log into your banks website. From a user's perspective, these two connections look basically identical. Moneydance only supports automatic connections through direct connect and not web connect. Your bank is using web connect with Quicken.

    Please let me know if I can be of further assistance!

    --
    Maddy, Infinite Kind Support

  5. 5 Posted by gre on 17 Nov, 2020 04:49 PM

    gre's Avatar

    I am very sorry to hear that.
    The only thing I need at this point is to tell me what I need to do to request a refund.

  6. Support Staff 6 Posted by Maddy on 17 Nov, 2020 04:59 PM

    Maddy's Avatar

    Sorry for the misunderstanding Gordon.

    What I meant was that Moneydance supports automatic downloads using Direct Connect and you can set this up within Moneydance by navigating to Online --> Set Up Online Banking. Then select 'New Connection' and choose your financial institution from the list.

    When you enable Direct Connect with your bank, you'll be given the login credentials you need to connect. Generally, these login details differ from those used for other services like ATM or online banking.

    --
    Maddy, Infinite Kind Support

  7. 7 Posted by gre on 17 Nov, 2020 05:54 PM

    gre's Avatar

    Maddy,
    My problem at this point is the InTrust Internet/IT Support people don't seem to know anything about setting up such a Direct Connect connection. (They were also surprised that Quicken was connecting with Express Web Connect.) The only option they knew about was a service that would cost me a monthly fee to push data to Quicken each morning.
    I am not questioning what you are telling me and you do have INTRUST Bank in your list of online banks. It just seems that InTrust does not know anything about it.
    My best guess this is because the actual connection is done via a third party, Metavante. And that you have INTRUST listed because it is one of a number of banks that use Metavante.
    Can you confirm any of this?

  8. Support Staff 8 Posted by Maddy on 18 Nov, 2020 10:42 AM

    Maddy's Avatar

    Firstly, it might be useful referring you to this article of the Knowledge base.

    Secondly, I would suggest you try to call your bank again and stating precisely the following should get you started:

    "Please enable **direct connect on my account such that I can connect to your servers directly with Quicken (They may not know Moneydance at all). Also give me the login credentials I need to connect Quicken to this service."**

    Application-based online banking often requires a different login/PIN than the ones that are used for ATM or web-based banking. When you enable your account for access from Moneydance/Quicken, your financial institution should let you know what customer ID/login and PIN to use. 

    --
    Maddy, Infinite Kind Support

  9. 9 Posted by gre on 23 Nov, 2020 09:16 PM

    gre's Avatar

    Maddy,
    Thanks for all your help with this. I was able to get the bank to learn how to set me up with the direct connection credentials. It turns out that if I want to continue to use that method, they will charge me $5 a month.
    I started this project because I desperately wanted to get away from using Quicken. As you can understand, I invested a lot of time importing my existing Quicken data and then getting all the accounts to balance. None of them did, to begin with, but I carefully found all the duplicate transactions. After that, I dealt with the additional duplicates caused by making the automatic connection to the couple accounts that were capable of automatic downloads.
    Having done all this, I can see switching to Moneydance would be a step backward for me. A lot more time and effort required to keep the accounts up to date.

    Therefore I am requesting that you process a refund for my software purchase.

    Thanks again,
    Gordon Ewing

  10. Support Staff 10 Posted by Maddy on 24 Nov, 2020 09:32 AM

    Maddy's Avatar

    I am sorry that our product did not meet your needs, Gordon!

    I have asked our payment processing partners FastSpring to process your refund. They will let you know when the process is complete from their end.

    Please let me know if I can be of further assistance, and thank you for your interest in Moneydance.

    --
    Maddy, Infinite Kind Support

  11. Maddy closed this discussion on 24 Nov, 2020 09:32 AM.

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