customer ID or PIN is not valid
William Johnson
via web
I am evaluating MoneyDance 2010re3 (751). I currently use Quicken 2009. I attempted the online banking setup and got the following error: "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".
My financial institution is Texans Credit Union. I am enrolled in Texans Online Banking. I have checked the userid and password multiple times. I can connect and download with Quicken so I think I should be able to with MoneyDance. I know the online banking setup works because I was able to set up and download my American Express transactions. I see many users have experienced this issue and I tried some of the suggestions with no success. I should mention that Texans do sometimes, but not always, require that I answer an additional Secure Authentication Security Question during login. Any help is greatly appreciated.
WillJ
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Support Staff 2 Posted by Angie Rauscher on 20 Aug, 2010 04:19 PM
William,
Most financial institutions will require you to enable your accounts for application-based online banking. This is a different process using a different server than website based online banking. You can accomplish this by asking your bank to set up your account for 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 they do not support 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!
Angie Rauscher
Moneydance Support
3 Posted by William Johnson on 20 Aug, 2010 07:10 PM
Sorry, I was hoping to make it clear in my initial communication that I do already have all of this set up with my financial institution. I can access it all via Quicken 2009 but not with moneydance. Any other suggestions?
Thanks.
WillJ
Support Staff 4 Posted by Angie Rauscher on 22 Aug, 2010 01:03 AM
William,
Quicken and Money support two methods of accessing your accounts: direct connect and web connect. With web connect, they basically connect to your bank's website and download and import OFX, QFX, QIF, and OFC files. 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. Moneydance only supports automatic connections through direct connect and not web connect.
Why does this matter? Because it is entirely possible you have been using web connections through Quicken and are not actually enabled for direct connect, as the two processes look almost identical from the user's perspective. Would you please try calling your bank as described above so we can cross this off the troubleshooting list?
Please let me know if I can be of further assistance in setting up your connection,
Angie Rauscher
Moneydance Support
5 Posted by TJ Finlinson on 22 Aug, 2010 03:35 PM
I think each time you make a 'new' connection to your bank with Direct
Connect I think you have to have them turn on your account to be validated
again with the new software. I had to do this when I switched to MD from
Money. I had already been using the Direct Connect, but when I switched I
had to have my banks Customer Service enable it to receive a new connection.
Here is a thread that has the information that we were able to use to get
the connection working with our bank.
http://help.infinitekind.com/discussions/switching-to-moneydance-from-microsoft-money/328-zions-bank-online-error-15510
The information that might be relevant to your situation starts at post 15
and down.
Hope you can get it working.
-TJ
On Sat, Aug 21, 2010 at 7:06 PM, Angie Rauscher <
***@tenderapp.com<tender%***@tenderapp.com>
> wrote:
6 Posted by William Johnson on 24 Aug, 2010 07:54 PM
Hello Angie, Thanks for your assistance. I finally got a reply back from my financial institution and your are right, but I guess you knew that. As it turns out, they do not support direct connect but they do support what they call Express WebConnect. It is similar to direct connect, thus the reason why I though I was actually set up for direct connect. Here is what they had to say:
"Texans does not support DirectConnect, however we do support a feature that Quicken 2007 and newer does support called Express WebConnect. Express WebConnect is similar to DirectConnect as it will download transactions automatically into Quicken, however the only differences are that you are unable to initiate BillPay transactions from Texans Credit Union's BillPay feature from within Quicken and you cannot transfer funds between your accounts through Quicken."
No worries though. I so far like what I am seeing with MoneyDance and find it no big issue to go back to using web connect for my account updates. Again, many thanks for your assistance, as well as your patience and understanding.
WillJ
Support Staff 7 Posted by Angie Rauscher on 25 Aug, 2010 05:16 AM
William,
I'm glad you got it all figured out, and that it's not a dealbreaker for you. I'll contact our direct connect specialist and make sure she removes this bank from our list of supported institutions. I actually use web downloading and importing with one of my banks even though they support direct connections because they charge $9.95/month for direct connect services.
Please let me know if I can be of further assistance,
Angie Rauscher
Moneydance Support
Angie Rauscher closed this discussion on 25 Aug, 2010 05:16 AM.