Suntrust Connection Issues

I have multiple Suntrust accounts and my YNAB is not connecting to any of them.  I have reentered the password, verified it is correct one by logging into Suntrust's website, removed connection in YNAB, and readded it.  Still says, "The sign in information wasn't recognized."

Have the same issue on the app on my Android.

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  • We're closing out Bank Importing threads in the forum to make sure these issues are better resolved.

    Replies in this thread have been turned off, but if you’re having trouble with your bank, please fill out this form and our Direct Import team will help you get things back up and running! 

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  • Hi TarPanther !

    I just took a look and I'm seeing two SunTrust connections successfully listed - are you still having trouble connecting? If so, let me know and we'll go from there! :)

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    • Faness Looks like it is working now.  Thanks!

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    • TarPanther I'm happy to hear it! :)

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  • Looks like I'm having the exact same issue with SunTrust.  Any chance you can sprinkle your magic fairy dust on my accounts too?

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    • Cornflower Blue I tried, but now my Suntrust accounts are showing as "delayed".  This seems to happen quite often.  I am in my trial period of the software and have had connection issues with Suntrust at least once a week ever since I have started using it.

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    • Hi Cornflower Blue !

      I'm seeing a successful connection, but no linked accounts. If you hover over the name of your account on the left hand side of your budget and click on the Edit icon that appears, it should give you the option to Link your account. Click there and it will allow you to select SunTrust and then choose the account to connect.

      Give that a try and let me know if it doesn't do the trick! :)

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    • TarPanther I'm now seeing successful Suntrust connections on your end, too! I hope that's the case! :) Are you still having trouble?

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    • Faness I just checked and it shows as not delayed, so it made the connection.  It is just inconsistent. 

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    • TarPanther I'm happy to hear it reconnected. The delayed status is a temporary status that usually means the bank is refreshing the connection. It should clear within 48 hours automatically. If it ever lasts longer than that, please let us know!

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  • Faness I, too, am having trouble with my SunTrust accounts as well as my USAA accounts. I have verified I am able to login directly at both institutions' websites. Hopefully it is just a temporary glitch.

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    • Hi packbacker !

      Have you tried resetting those connections?

      To start, you’ll remove the connection to this financial institution:

      1. Select your budget name in the top left-hand corner and choose Manage Connections from the drop-down menu.
      2. Then Remove the connection(s) to this financial institution, confirm removal and close the window.

      Then you’ll reconnect your account(s) to a fresh connection:

      3. Hover over the existing account(in the left sidebar) and click on the edit icon. 
      4. Select Link Account > Add New Connection. Search for the financial institution, and follow the prompts.

      If that doesn't do the trick, let me know and we'll go from there! :)
       

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  • I gave up on SunTrust. Just entering manually now.

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  • Faness, it looks like the Suntrust issues are back.  It says invalid credentials for both sets of credentials I use (we have multiple accounts).  I can login just fine to the Suntrust site.  This has been going on since at least yesterday (10/8) morning.

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    • Same here since Sunday, tried unlinking and still no joy.

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    • TarPanther Same. Can't connect since Friday and it's stressing me out. Tried unlinking, removing the connections, everything. 

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    • Hi TarPanther , Aquamarine Violin , Maroon Trombone and Purple Unicorn !

      Sorry you're having trouble with SunTrust again! This issue is on our radar and our Direct Import partner is on the case! We've listed this issue on our status page, so you can check in there for any updates. If you have questions, please don't hesitate to ask! :)

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    • Faness I just logged in and Suntrust is still having the issues.  I checked your status page and it is set to Green and says it is operational....it isn't.

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    • TarPanther Sorry that's a bit misleading! The Operational heading is to indicate that Direct Import as a whole is still functioning (meaning there isn't a large-scale service outage). However, our Direct Import partner is investigating the login issues we're seeing with SunTrust.

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    • Faness do you know when there will be an update to this issue?  The last update was on 10/10/18 and it was a generic "we know there is an issue and we are working on it" update.  Is there any way to get an estimated date/time it will start working or if it will ever work again?

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    • TarPanther Sorry for the delay here! Our Direct Import partner is still investigating this issue. The last update we received from them came in yesterday:

      "I have just been updated by the product team that we are currently experiencing connection issues with SunTrust that are a result of complications on the SunTrust side. Our development and partnerships team are currently working with them to get this issue resolved. As of now, there is no ETA on resolution, but I don't foresee this taking as long to resolve as other issues that involve our partenrships team's involvement, but I will continue to keep you all posted."

      We truly apologize for the inconvenience, but we hope to have things back up and running soon!

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    • Faness Any update yet? I'm trying to get my fiance on board and consistent using the app and this over month long SunTrust debacle isn't helping :-(

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    • Turquoise Lobster This issue has been resolved. I took a look and your SunTrust connection is now showing as successful, but your accounts aren't linked. When you have a moment, hover over one of your SunTrust accounts on the left hand side of your budget and click on the Edit icon that appears. That should then give you the option to Link Account. Select SunTrust from the list and then the account you'd like to link.

      If that gives you any trouble, let me know and we'll go from there! :)

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    • Faness is there any chance of restarting the trial, this issue dropped up 1 week into my trial, and SunTrust is my main bank.

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    • Aquamarine Violin Done! Give or take an extra week or so. ;)

      If you run into anymore trouble, with anything, please let me know!

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    • Faness I have decided to just do manual entry for SunTrust. It seems to save me time by making reconciliation much simpler. The automated feed was just too confusing. I would spend more time deleting extra transactions, and it was easy to miss one or give it the wrong sign.

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  • I’m having the same problem with suntrust! (All weekend and still today, 10/9/18. Thank you!!

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  • I've also been having the same issue all weekend. I tried removing and reconnecting, but it's still says "the login information was not recognized".  But it's definitely the correct login information.

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    • Purple Captain Sorry for the trouble! Our Direct Import partner is currently working on a fix for this issue with Suntrust!

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    • I give up. It’s been almost 2 weeks and still  can’t connect to suntrust. I love the YNAB app, but manually adjusting transactions is not what I want so I am moving on.  How could I get a refund on my annual fee? 

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    • Khaki Device I hear ya.  I may have cursed us all because I just started my annual membership right when this start happening.

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    • Khaki Device same. I JUST signed up for the service on October 5th and now I can’t use it. I’m disabled; manually adding everything via voice commands is so hard. I love YNAB but I’d rather go back to Quicken if it’s going to be this much work. 

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  • I have also had trouble with my Suntrust account not linking up.  It was working fine until about two weeks ago.  And now it won't sync at all - even reentering the login info hasn't helped at all.

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  • Can't connect mine either.  Don't wanna waste my trial period with my main bank account not linked. :(

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  • I am having the same issues. Suntrust, which is where my main accounts are located, is the only connection I can’t make so I can’t even experience how YNAB works for me. I’ve watched many of the videos and was so excited about switching to it. Do we know when or even if this problem will be resolved? I hate to see my trial period depleting while I can’t even use the program. 

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  • Can we get an ETA?  It looks like it has been an issue for several months and the app is worthless without this functionality in my opinion.

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    • Silver General Grant H Magenta Cartridge

      Sorry for the inconvenience! This issue with SunTrust appeared a little less than 2 weeks ago. While some users are able to connect, our Direct Import partner is seeing connection issues at a much higher rate than normal. They're currently investigating, and we have it listed on our status page, but this is the latest update (received a few days ago):

      "I have just been updated by the product team that we are currently experiencing connection issues with SunTrust that are a result of complications on the SunTrust side. Our development and partnerships team are currently working with them to get this issue resolved. As of now, there is no ETA on resolution, but I don't foresee this taking as long to resolve as other issues that involve our partenrships team's involvement, but I will continue to keep you all posted."

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    • Faness  It's been another week. Any news? 

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    • Hi Maroon Trombone ! Thanks for checking in! As of 4 days ago, our Direct Import partner is working with SunTrust directly to resolve a server-wide issue, which is what caused the connection issues. We don't have an ETA just yet, but they said this is a top priority for SunTrust and hope to have another update soon!

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  • I seem to recall that a few weeks back, SunTrust’s entire web site and PC Banking were down for almost a week.  This could be part of the aftermath of that. Quicken connections have been working fine, though. 

    As for me, I am entering SunTrust manually in YNAB. It is a pain either way, but at least by entering manually, I don’t have to delete all the erroneous entries.   I have also started reconciling daily. It was taking too much time to reconcile at the end of the month. 

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  • Hi, I have been unable to connect to Suntrust over a week.  Can someone help me resolve this issue?

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    • Hi Blue Leopard !

      I just took a look but I'm now seeing a successful connection to Suntrust with recently imported transactions. Are you still having trouble with your accounts? If so, let me know and we'll go from there! :)

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  • I’m having same issue. SunTrust connection is unreliable and have to disconnect and reconnect frequently. Now it is a new issue. Once I renter credentials in the iPhone app, go through the captcha  robot screen it just goes right back to log in screen without a error message.  I unlinked my accounts and same thing happens when I relink them. I can logon with my credentials in a web browser.  

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  • Same problem for me for almost a week. still down this morning. Sent a message last night to ynab. Says they are working on it. 

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  • I’m having same problem and have gone through all the troubleshooting protocols. 

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  • I have been having the same issues since yesterday at least

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  • Hi everyone!

    Sorry for the trouble! It looks like SunTrust has made some changes to their online platform, which is causing connection issues with direct import. Our Direct Import partner is currently working on a solution. We'll keep things updated on our status page with progress! 

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  • another suntrust user here.  I am getting the following message.  I just found your tool and it looks like exactly what i need but without a auto download its useless. 

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    • Hi Violet Jackal !

      Sorry for the trouble! I took a look on our end and I'm seeing an error that usually gets cleared up by our Direct Import partner automatically, but it can take 48 hours to do so (or 72 if it happens to fall on a weekend). If you're still seeing this error after another day or so, can you let me know? At that point I'll have our Direct Import partner dig into this for you.

      In the meantime, have you tried our mobile apps or File-Based Importing to help keep up with your transactions?

      File-Based Importing is less daunting than it sounds — promise! You can drag and drop a file containing your transactions right into YNAB!

      Let me know if you have any questions. :) 
       

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  • Just got YNAB and suntrust imports not working.. says it is "maintenance".  Is this a common problem? App is useless unless this can be fixed permanently. Appreciate some help asap. 

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  • I’m also having issues with my SunTrust account connecting. It says temporarily unavailable, but I’ve also received the maintenance and wrong login error messages. Is this something that will be fixed on its own? It’s hard to use the app and software when a checking account isn’t showing up. 

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    • Hi Cadet Blue Robot and Slate Gray Lightning !

      That maintenance error should clear up on its own within 48 hours. However, our Direct Import partner is currently addressing an issue with SunTrust, so you may see another error once the maintenance error has resolved itself. We're hoping to see those connections back up and running soon!

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    • Faness Still hasnt cleared up and it is day 6.  Should I give up and move on to another product?  this really looked promising. 

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    • Violet Jackal  and Faness  - same trouble for me.....been 6 days and haven't been able to link to Suntrust.  

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    • Violet Jackal I'm sorry you're still having trouble! Our Direct Import partner is working on the SunTrust issue.

      We're on our holiday break, so most of the team (including Faness ) is away spending time with their families. I'm going to reach out via email, so we can take a look!

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    • Hi Magenta Sidewinder — Sorry about that! I see that you reached out to us via email earlier today. Thank you!

      We're on our holiday break and most of our team is away! It may take a few days—but we’ll follow-up and dig into that connection issue as soon as possible.

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  • Mine is working now for past 2 days.  

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      • ams822
      • ams822
      • 10 mths ago
      • Reported - view

      Cadet Blue Drill 

      mine still down as of late last night 🤷🏼‍♀️ Been well over a week now 

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  • I am having the same issue.  Maybe you can look at it when you return.  Thanks!

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    • Hi Magenta Ink (b04bb2cef5c4)! The incident is ongoing and our Direct Import partner is still on the case. Because of the holiday break and to get this looked at a little quicker, I'm going to reach out from help@ynab.com—keep an eye on your inbox!

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  • Going on two weeks without being able to connect to my SunTrust account... any update on when this issue will be resolved? 

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    • Hi Happy Camper — I'm sorry you've run into that! Our Direct Import partner is actively working on it. With our holiday break, I want this to get looked at a little quicker—so I'm going to reach out from help@ynab.com with more information!

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  • It's working now.  Yahoo!  Thanks, team!

    Like 1
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