Gary Cardinale's Avatar

Gary Cardinale

06 Nov, 2015 04:08 AM

I purchased your program with the interest of moving from Quicken for Windows. However, when I purchase your program, I found out that you do not support my investments which are at TD Ameritrade Institutional. Which means I am not able to use this for its intended purpose. How do I get a refund on your program. Thanks. Gary Cardinale

  1. 1 Posted by Ian L on 06 Nov, 2015 12:40 PM

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    Hi Gary,

    I'd be happy to offer you a refund if you purchased Moneydance directly from our website, but I am inclined to offer you technical assistance first. This is not an attempt to get out of giving you a refund, if that is what you want let me know and I will authorize it. However, since we do support downloads from TD Ameritrade, I may be able to help you get connected.

    What happens when you try to download from TD Ameritrade? If you are getting any error messages, could you let me know what they say exactly?

    Infinite Kind Support

  2. 2 Posted by Cardinale on 07 Nov, 2015 06:50 AM

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    Here is the message- Gary

  3. 3 Posted by Ken on 07 Nov, 2015 02:02 PM

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    TD Ameritrade and TD Ameritrade Institutional are NOT the same thing.

  4. 4 Posted by Cardinale on 07 Nov, 2015 11:01 PM

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    I am trying to link into Institutional. It is available in a number of other tools e.g. Quicken, Mint, etc. If I cannot do that, I would like to have the refund for the product. Thanks. Gary

  5. 5 Posted by Ken on 08 Nov, 2015 12:19 PM

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    I was just indicating there are two different TD Ameritrade. I've also been waiting for this to work . Do the other programs have a different selection for configuring of TD Ameritrade Institutional?

  6. 6 Posted by f8thful86 on 08 Nov, 2015 05:14 PM

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    Yes they do

    Sent by Outlook for Android

  7. 7 Posted by Ian L on 09 Nov, 2015 01:33 PM

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    Hi all,

    We do have a connection for "Ameritrade Institutional Services". Could you try that one and see if you are able to connect?

    Infinite Kind Support

  8. 8 Posted by Cardinale on 09 Nov, 2015 05:17 PM

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    Unfortunately it says it is not a valid customer ID when I know it is. Gary

  9. 9 Posted by Ian L on 10 Nov, 2015 12:45 PM

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    Sometimes direct connect uses a different login ID than you would use on the institution's website. For example, many institutions use your SSN as your login ID. Could you try that and see if it works?

    Infinite Kind Support

  10. 10 Posted by Cardinale on 10 Nov, 2015 03:05 PM

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    This account uses a user id and password. I have used them multiple times and there is no separate login. Gary

  11. 11 Posted by Ian L on 10 Nov, 2015 03:37 PM

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    It's not unusually for your website username and password to not work in Moneydance, which uses a different system to connect. You'll need to contact TD Ameritrade to get the credentials you need for for direct connect, since they appear to be different. We you speak with them, be sure they understand that you would like to use direct connect and not web connect or express web connect.

    I've also seen cases where you do use the same username, but the password can't be longer than some limit, like 8 or 10 characters. Also, it's possible that the passwords can't contain any special characters. If they tell you there is no separate login, try changing your password to get rid of special characters or only typing in the first 10 characters of it to see if that helps.

    Infinite Kind Support

  12. 12 Posted by Cardinale on 13 Nov, 2015 02:59 PM

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    The normal username and password works for other finance programs without a hitch. There is no other password or code that I even use for these investment accounts. This should not be that difficult to get the info; it has worked for Quicken, Mint as well as several other online investment tracking websites such as personal capital. The only program it doesn’t work with is yours. Sounds like this is not going to get resolved anytime soon, so I would like to get my money back for the program. Thanks for the help but it is not worth any further effort on your or my part. Gary Cardinale

  13. 13 Posted by David Hanley on 13 Nov, 2015 03:21 PM

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    Hi Gary,

    I am sorry that our product did not meet your needs. I have asked our payment processing partners BMT Micro 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.

    David Hanley
    Infinite Kind Support

  14. David Hanley closed this discussion on 13 Nov, 2015 03:21 PM.

  15. Cardinale re-opened this discussion on 13 Nov, 2015 03:22 PM

  16. 14 Posted by Cardinale on 13 Nov, 2015 03:22 PM

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    Thanks. Appreciate it. You do have good customer support. Gary Cardinale

  17. Ben Spencer closed this discussion on 13 Nov, 2015 03:37 PM.

  18. Kenneth Golomb re-opened this discussion on 13 Nov, 2015 10:01 PM

  19. 15 Posted by Kenneth Golomb on 13 Nov, 2015 10:01 PM

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    The issue MoneyDance of NOT working with TD Ameritrade Institutional
    should still be addressed.
    Maybe Inifinte Kind should figure out why it is not working and not
    rely on customers to do your testing?
     From the comments on Amazon it seems this may not be limited to TD
    Ameritrade Institutional.

  20. 16 Posted by Ian L on 17 Nov, 2015 01:24 PM

    Ian L'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. Mint and Quicken use web connect by default, so the passwords working there is not an indicator the the same password will work in Moneydance.

    Unfortunately, since banks are generally unwilling to cooperate with us, we can't always figure out exactly what is needed to connect to each institution. This is why we ask folks to contact their bank and ask about direct connect specifically. Many bank support people assume direct connect and web connect are the same thing, and so you usually need to talk to a technician or second level support person to get assistance.

    Infinite Kind Support

  21. System closed this discussion on 19 Mar, 2016 05:02 AM.

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