Phasing Out Bank Importing Section

The time has come. I'm posting this in two places because it's important that we get the word out. We mentioned a while ago that removing the Bank Importing section from our Support Forum was a high priority for a myriad of reasons. 

The primary reason being that these issues are difficult for the community to support. Each bank connection has several variables associated with it, so what works for one user will not work for another. Answers don't hold to the test of time and it ends up being frustrating.

We've heard from many of you that the issues related to bank connections flood your forum feed and it's difficult to weed out the threads where you actually can help.

On the support side, we find that the majority of you who add a comment about your bank connection have to go into our email queue for more personalized help. Instead of skirting around that process, we're going to go right to it starting now.

Here's what you can expect over the next couple of weeks:

  1. No new topics will be able to be created in the Bank Import section. Folks can still reply to the threads that exist for now, but clicking the topic button will lead them to a contact form for support.
  2. You'll notice we have a link on the home page to report a bank importing issue, just like we have with bug reports.
  3. Fill one of those out with your connection issues and our team will receive it directly through email and attached to your YNAB account. You'll get personalized help regarding your issue, and faster.
  4. Our forum team will make sure every single thread that has already been created in the Bank Importing section gets help. This part will take a bit of time, but we'll close comments on these threads as we finish them up. 
  5. Once everyone has been helped in here, we'll close down the entire section so it will no longer be visible.

Moving forward, if a user posts in the support forum needing help with their bank connection, our team will move the question to email and close the thread.

File-based import questions can go into the Accounts & Transactions section. If you aren't able to find your financial institution in YNAB, we hope you’ll take a moment to suggest it in the app. Also, take a look at available Integrations to see if there is one that connects with your bank.

We're excited to offer a more clear and direct path to troubleshooting these issues. If you have any additional questions about this process, please add them here.

17replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • So basically - you do not like the fact that UK users are not happy that you refuse to address the Bank Feed issues so you have decided to gag us by closing down any open discussion on this and force it to your support teams as its bad optics for you.  Well done.

    Reply Like 4
    • Violet Mainframe This update applies only to users who have a bank connection available but are having trouble linking or with imports. For any other type of question, you're welcome to post in the Accounts & Transaction section. 

      Reply Like
    • Veronica at YNAB You should see how well this is landing out in Reddit where users voice their real opinions
      https://www.reddit.com/r/ynab/comments/dr824r/ynab_support/f6hkvr4/?context=3

      Reply Like 2
  • You should see how well this is landing out in Reddit where users voice their real opinions
    https://www.reddit.com/r/ynab/comments/dr824r/ynab_support/f6hkvr4/?context=3

    Reply Like 2
      • nolesrule
      • YNAB4 Evangelist
      • nolesrule
      • 1 mth ago
      • 9
      • Reported - view

      John Smith I voiced my real opinion over at reddit, and I'll voice it here. Allowing it in this support forum does nothing to solve the problem and just creates a lot of noise.

      Reply Like 9
    • nolesrule gas lighter.... :)

      Reply Like
      • adriana01
      • adriana01
      • 1 mth ago
      • 3
      • Reported - view

      nolesrule I just worry that removing the bank import section will mean those questions clutter up the rest of the forum, that I will no longer be able to filter out that one group, and that even more time will wasted tracking the threads down & directing posters to the correct link. Having a dedicated section (regardless of whether everybody just gets directed to email or a link) at least kept it out of my view (the rare times I'm here anymore) and that of anyone else who figures out how to filter the forum.

      Reply Like 3
  • Drop the price. You advertise importing and it rarely works. If part of your advertised product doesn't work then you have an ethical obligation to adjust the price accordingly.

    Reply Like 4
  • People are now just using the "Accounts and transactions" tag for the same questions...

    Reply Like
      • JoeDid
      • Remember: It is To Laugh
      • Purple_rain
      • 1 mth ago
      • Reported - view

      Purple Admiral The Accounts and Transactions thread has been used for almost all importing problems for like forever. 

      Reply Like
    • Purple Admiral Sorry for the trouble! We'll be closing new banking issue threads and directing users to the Bank Importing Issue form.

      Reply Like
  • Seriously, if I wanted to input all my transactions manually, I wouldn't pay $85/yr for the privilege. Not cool, YNAB.

    Reply Like 2
  • This sounds more like a way to try and silence the complaints from your customers b/c it takes you too long to fix tech issues on your end but you still want people to pay full price.

    Reply Like 1
  • This really isn't working. When there was a Bank import section, most of the threads about importing were there & I just filtered out that section & never saw them. Now they are popping up in other areas & filling up the newest posts again. The new threads tend to appear faster than Support can close them, so many still get multiple responses.

    Reply Like 2
    • Hi adriana01 !

      Sorry for the trouble! We're planning on adding more help to the forum to better moderate these changes! :)

      Reply Like
    • Faness Is there a way to filter on words such as "bank, import ..." when the forum comment is submitted so a user dialog box can appear letting the user know to submit those types of request questions directly to support and not this forum?  Even better would be a yes/no box to route it for them.  Not sure how forum logic works but I do know you already look for offensive comments and place them on hold for review.

      Reply Like 1
    • ynaber2613 Thanks for sharing this idea! We aren't able to generate pop-ups based on text entries in the forum, but I'll do some digging into the filtering options. 

      Reply Like
Like4 Follow
  • 4 Likes
  • 3 wk agoLast active
  • 17Replies
  • 1799Views
  • 12 Following