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:
- 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.
- You'll notice we have a link on the home page to report a bank importing issue, just like we have with bug reports.
- 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.
- 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.
- 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.
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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.
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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.
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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 -
Veronica so where is this so-called accounts and transactions section? it doesn't show up as a forum category.
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Powder Blue Inspector It's right below Method & Budgeting under Q&A
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John Smith this is a deal breaker for me too. I've decided I won't do business with YNAB. Back to the Excel sheet.
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Navy Blue Lightning if you are going to use a spreadsheet, try Tiller. It’s spreadsheet based with some cool automations. I was trying both YNAB and Tiller (as well as some others) when I started looking for a new solution.
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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-
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.
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nolesrule gas lighter.... :)
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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.
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nolesrule Although it may appear that they are sweeping the mess into the corner because they can't fix it and are hoping people will get used to this new normal.
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Cadet Blue Nomad I'm okay with that too. Too big a deal is made out of transaction import when it's not even a necessary function if you are serious about improving your finances.
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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.
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People are now just using the "Accounts and transactions" tag for the same questions...
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Purple Admiral The Accounts and Transactions thread has been used for almost all importing problems for like forever.
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Purple Admiral Sorry for the trouble! We'll be closing new banking issue threads and directing users to the Bank Importing Issue form.
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Seriously, if I wanted to input all my transactions manually, I wouldn't pay $85/yr for the privilege. Not cool, YNAB.
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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.
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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.
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Hi adriana01 !
Sorry for the trouble! We're planning on adding more help to the forum to better moderate these changes! :)
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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.
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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.
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Faness I would just like to know what plans have been formed to actually address this problem. For me, it's been going on 4 months now with active/cancelled tickets all along the way.
Sure, maybe you have a HUGE problem and maybe you haven't the skills necessary to fix it but what is expected is that you are going to do something about it, you have an idea what that is, and you have a clue as to how long it's going to take.
Right now it looks like you haven't a clue and have no interest in doing anything about it other than pushing everything off into the closet, hoping that it all goes away.
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Where are all of the replies? You deleted them? Wow - truly censoring people...
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Green Pilot I see 25 replies. (Now 26. 🙂)
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Superbone you see 25 recent replies. The hundreds of complaints before those were swept under the rug and deleted.
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Green Pilot Gotcha.
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Hi Green Pilot !
Direct import issues weren't something we were able to properly address in the forum, so we removed the threads requesting help with a specific financial institution and reached out to YNABers via email instead.
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Faness NO. Actually you removed the complaints about how terrible the direct importing is that people are paying for yet not receiving then covering up by not allowing people to express their displeasure by censoring the forum.
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Green Pilot Yes? They left the threads where people are talking about issues, like the Canadian Accounts and the Capital One threads, but removed the ones where users are asking for help. Makes the most sense.
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So what happened with this thread? I can't figure out a way to import my TD Bank stuff, so I assume Canada is still broken? I have no interest in paying until I can import everything. If I have to do everything manually I can just use excel.. lol I used YNAB years ago when it was a desktop app and it was great. I was hoping to come back.
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Ambro It was great even though you couldn't import at all? Everything won't be fixed, you probably want to cut your losses and use excel.
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Hi Ambro !
At this time, our provider isn’t able to support TD.
The only insight our provider was able to offer is there are currently conversations going on at the partnership level with TD on how to move forward. When they say this, it typically means TD Bank is blocking and/or limiting data aggregation via third parties.
While there’s been some movement, they weren’t able to offer a definite timeline on when it will be resolved. This has been our longest standing Direct Import issue to date.
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Looks like there’s just so many issues it also looks bad to have them advertised so openly. I’m out.
