Bank Importing Section will disappear soon

There are some issues that can't be supported by the community and we've found over the last 2 years that Bank Importing is one of those. We mentioned a while ago that removing the Bank Importing section from our Support Forum was a high priority.

The primary reason is 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.

On the support side, we find that the majority of folks who add a comment about their 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 Importing section - that button will lead to a contact form for our support team.
  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. Please fill that out instead of creating a new topic in the forum.
  3. 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 is making sure that each user who has posted in the threads in this section get help. This part will take a bit of time and will be frustrating if you're following this section, because you'll see the threads pop to the top of your activity list as we reply to each one and close the thread. 
  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!

50replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Wow. You don't like the feedback so you're stopping us asking?

    Like 10
    • John Smith It's a common practice.  On one end, they need to get the Signal-to-Noise down on the forums before they are only barking about bank importing.  On the other end, they need to get all those affected into one list so they know how big the problem is.  Unfortunately, it also looks like they are pushing the problem off the table in hopes that it goes away, which is also a common practice for some companies.

      Like
  • The optics on this are terrible... 

    Like 8
    • Hi Tetsugaku and J Bill !

      We absolutely still want you to report any direct import issues you're having, but we want it to be done where we're more equipped to help. Since the forum isn't linked to your account information in YNAB, we usually have to move things to email to better assist with an issue. The form we created goes directly to our Direct Import team, so you're reaching a specialist that can dig in faster and with more detail than we're able to access on the forum.

      It also cuts down on confusion. There are direct import threads over a year old in the forum that still show up in search results. While the majority of those issues have been resolved and are no longer relevant, someone finding that thread today may be misguided by that outdated information.

      Removing the Bank Importing thread in the forum allows us to better support direct importing issues moving forward.

      Like
      • John Smith
      • JohnSmith
      • 3 mths ago
      • 7
      • Reported - view

      Faness it allows YNAB to pretend all these issues are fixed when actually it’s the number one broken thing in the system - yes. 

      Like 7
    • Faness I've given up reporting on the issues.  It's the same problem every day and it's never fixed and I have yet to get anything saying that you have a deadline in mind.  Without a date you have no solution.

      Regardless of what you say, all appearances are that you can't/won't fix this issue but refuse to acknowledge that as you continue to collect for services that you can't actually deliver and haven't for a really long time.

      And the more the support teams try to cheerfully suggest we continue waiting the more it looks like YNAB can't tie their own shoes while chewing gum.  This is turning from a technical issue to a problem with your image as a company.

      Like 1
    • Cadet Blue Nomad TD Bank integration has been broken for over a year.....

      Like
  • Have you figured out a way to keep track of those of us who have been waiting on fixes for over a year? I'm one of the frustrated TD people who still don't understand why I can't connect YNAB to my TD accounts after a year and a half of using the software...

    Like 2
    • I say "Keep track" because I was told in the previous threads that someone was going to notify me once the connection was up and running. It's been over a year now...

      Like 2
    • Hi Tomato Cello !

      We're making sure that we reach out to anyone who didn't receive an email in the past. Since you're already on our list, we'll be reaching out to you once that TD Bank is back up and running. We know it has been a long time (the longest direct import issue we've seen to date), but we still aren't giving up.

      Like
      • 10SNE1
      • jagstyles
      • 3 mths ago
      • Reported - view

      Faness Can you add me to the list of TD and BMO customers who is patiently waiting for Canadian Banks to be added again? It's beyond frustrating that this is still not resolved. Worse yet, I took a bit of a hiatus from YNAB, was one of the original subscribers at the special pricing for the original launch of nYNAB. I've since resubscribed again at a higher price only to have less features than I had originally. 

      Like
    • 10SNE1 I hope you don't mind me stepping in here. Since you've written in to our support team in the past, we've already flagged your account for both BMO and TD. If we have news on either connection, we'll reach out directly via email.

      Like
  • Do you know how long it usually takes to get responses? I got an email this morning after Faness saw my comment on another thread but I've received no response since then. I've already been unable to have my account properly connected for over a week now and for a paid service this is getting very frustrating. :/

    Like 2
    • Hi Cadet Blue Cleric !

      We try our best to respond within 24 hours (usually sooner). I see Matthew responded to your other message but you can respond to either of us going forward! :)

      Like
  • Kind of comes off that YNAB is having so many bank import problems that they don't want the community talking about it and realizing how bad it is. Which could encourage people to leave the platform all together.

    I've gotten MUCH more information from this forum than I ever did from a direct email from a YNAB agent. So as a customer I would like to retain the ability to communicate with other customers about this issue.

    Like 7
    • Hi Brian Bardzik !

      That wasn't our intention and I'm sorry it comes across that way! Since this is a Support Forum, we want YNABers to be able to get support here and direct import just isn't an issue that can be resolved by other YNABers. It causes a lot of confusion (such as older direct import issues that are no longer relevant) and if our basic troubleshooting steps don't help, we have to reach out via email for further assistance. By removing the Bank Importing section and using the Direct Import Issue form, we're cutting back on confusion and getting those issues directly addressed faster. :)

      Like
    • Faness That absolutely was the intention. Whenever anything comes up that breaks the overpriced software, you guys do everything you can to get rid of it from the forums. The ONLY thing you care about at this point is rolling in the money that keeps coming in. 

      The fact that there are threads here that show your import partners don't have relationships with the banks that are having problems is probably the biggest reason why these threads are being shut down and the option to start them is being removed. You want to scrub that info from any visible location so nobody sees it anymore and realizes that you're not giving us honest feedback on the ongoing importing issues.

      Like 9
  • If you close the community forum then I close my account. Once my annual subscription is up, I’m gone. You can’t fix issues so you silence and cover them up. 

    Like 8
  • What a completely inept "support" system. YNAB has gone from the industry leader to a never working pile of crap and now you're sticking your fingers in your ears so you don't have to hear it. Pathetic, yet typical. 

    Does Jesse know how poorly the product has been working recently? Does he know how condescending most of the "support" staff is? Does he know that the vendors you use for connectivity with banks have more problems that pretty much everyone else combined? Does he know that you're giving the middle finger to your customers over an issue that breaks the software for how many of us use it?

    If he does, then he's just as bad as the "support" here. If not, then he needs to see what's going on and clean house.

    Like 7
  • "Funny" thing is that eliminating the bank import section isn't going to stop people from reporting issues it asking for help, it is just going to get mixed in with other categories and those of us that don't care about bank import issues will have a harder time ignoring them. 

    Like 5
      • kevman479
      • kevman479
      • 3 mths ago
      • 1
      • Reported - view

      Herman Now that I agree with whole heartily!  

      Like 1
    • Hi Herman ,

      We intend to follow up with any direct import threads via email and then close commenting. We know there will be an adjustment period, but we're working towards making it a smooth process going forward.

      Like
  • Amazon-Synchrony isn't importing.

     

    Great job, there's yet another connection broken and you're doing everything you can to make sure nobody sees it. This is such a blatant scheme to get rid of the cacophony of posts about bank after bank after bank not importing properly. Maybe put that much effort into finding import partners that the banks actually have relationships with since it seems like every other financial service/software out there doesn't have anything close to the constant din of problems that YNAB has these days.

    Like 2
  • Yeah, this turns out to have already been a bad idea and it isn't even fully here yet.  Closing Bank Importing isn't going to stop people asking about the problems, it's just going to make it more obnoxious for all your other users as they deal with threads posted in "accounts and transactions" and elsewhere. In my case, I've almost never had a problem with Bank Importing, but ironically am now quickly going to become one of the people who is frustrated with YNAB's inability to get all the bank importing working. 

    YNAB staffers aren't here often enough to be able to close the threads fast enough. Faness and Veronica , I hope you guys are figuring out how to get yourselves or others here at least every hour during the workweek, or are talking with your highers-up to figure out how to get this place properly staffed. I'm more than happy to be generous of spirit to people who are giving of their time to moderate a forum, but you aren't volunteers, here. The price of the software went up by almost 200% to accommodate the need for more support staff. Please provide the support your customers have paid for. 

    Like 4
    • WordTenor Thanks for your thoughts. We'll have new staff here starting early next week and I'm working with our forum provider on some alternate ways to prompt users who are writing in with import issues. 

      Like
      • WordTenor
      • I'm the oldest and the wittiest.
      • WordTenor
      • 3 mths ago
      • 3
      • Reported - view

      Veronica (I was already most of the way through this post when you replied, so forgive the info-dump.) 

       Because I'm procrastinating like my life depends on it today, I took a look at both the Bank importing section and the new topic form. The only way a new user is going to find the big blue "Report an issue" link is there if they somehow made it to Bank Importing and wanted to create a post. Since the BI  threads aren't going to pop up any longer, no one who is looking to post about a BI issue is going to go to the now-defunct BI area and be confronted with that link. Not to mention that "report an issue" is really vague wording which relies on the understanding that you're already in the Bank Importing area. 

      The real problem is that there's nothing to pre-empt you when you go to create a new topic. You just click "create new topic" and are presented with a variety of places where you could create that topic, which now no longer includes Bank Importing. So if I'm having an import issue and I want to ask about it on the forum, I have to notice that below the "community guidelines" is a "report an issue" link. But since my eyes are going glance at "community guidelines" and assume that's a list of things I probably don't need to read, (because hello, I'm no noob to online forums and I know those basically say "please don't be a jerk"), I'm going to assume the other three links there are similarly not useful, and my eyes will float right back up to "Start a new topic." Then, I won't see a category that matches the thing I want to ask about, so I'll pick the next most sensible topic. 

      I don't even do UI, and I can see that this is a UI mistake. Perhaps YNAB's UI person can think about this. 

      Like 3
    • WordTenor Would you feel like a larger button similar to the Start a New Topic button would be eye-catching enough for users who are popping in to see if there are any bank updates?

      I'm not confident our forum provider offers us the opportunity to change the UI flow when creating a topic, but I'll be able to pull in one of our designers in the next few weeks to see if we can make changes on our end that would impact that experience.

      Like
  • Closing this section isn't going to pacify people that are having troubles integrating their accounts. Bad move! Maybe try to address the core issue--the issue is YNAB is neither prioritizing nor investing in improving the import technology. Do you not realize that this is a key part of your business? Without this ability YNAB is just a spreadsheet and I use it precisely because I don't have to manually import financials.

    Great idea silencing your users! Hope that works out for you.

    Like 3
    • Hi Cadet Blue Disk !

      We weren't able to properly address the bank importing issues reported in the forum. While the threads indicated a problem, not all users were seeing the same issues and we had to reach out via email to address any account connections. Filling out the Bank Importing issue form streamlines the process so that one of our direct import specialists can faster assist YNABers.

      Like
  • Regardless of what actually causes the problem or problems, closing an entire topic like that isn't as helpful to the users. Maybe create a specific thread for this particular issue and direct all new post to that or something. Like Cadet Blue Disk signed up for this service for sole purpose of importing the transactions from my bank. I have a spreadsheet too, Excel is great fun, but being able to have the data imported saves time, reduces errors and gives me a better view of my finances since the budget isn't static till I change it, like in a spread sheet. 

    And why I think closing these threads isn't all that great for the users is because I don't hang out here everyday, checking out the newest threads etc. I get over here when I have questions or problems like this, so I am not abreast of each and every change made to the forums. What if another user like myself wants to do more than fill out a form about this issue and they hop on over and there is no discussion to be found anywhere? What if it's a user like me that wants to read what other people are saying and what has or has not worked for them? What if it's another user like me that doesn't have hours to comb through the forum, using different  search variables to find threads about this problem? Streamlining it for YNAB is great if it actually fixes this issue but if it's at the expense of user experience it's not a fully thought out decision, in my opinion. 

    I never had this issue until the past few months and suddenly it's been a recurrent problem with a side order of another issue (duplicate imports when the import function works consistently without me  disconnecting and reconnecting my bank. which is another thread maybe).

    I don't want to be a Complaney Complainerson but the long and the short of it is, in order for this service to be worth it to me, the import function just has to work, period. Otherwise it's a fancy spreadsheet I'm paying for when I could just snazz up my Excel for free. 

    Like 4
  • Sweeping the #1 problem under the rug and silencing the complaints. Wow. Terrible service and shame on you. Fix it! You take our money and don’t want to hear the criticism?  Successful companies listen to criticism and improve. Instead you blame the import partner and the. You blame the user and tell them to do it manually. Good grief.

    Like 2
  • These rants are ridiculous! I used YNAB successfully for 11 years without a direct import function.  I continue to do so every day with an account that requires authentication each time before I can import. Yes, it would be lovely if everything worked perfectly, but I really doubt that YNAB is trying to hide anything.  If you cannot accept that they are changing the process to help resolve issues, you probably should be using some other company's software. Good luck with that!

    Like 5
    • Friendly_gal How has this comment still not been removed? It breaks at least 2 of the Community Guidelines.

      Like 1
    • Hi Aquamarine Mask !

      We reviewed the above comment and didn't find that it violated the Community Guidelines. We'll be taking a closer look at our Community Guidelines in the future to better address any concerns.

      Like
    • Faness I’ve already explained to Veronica how it breaks the community guidelines but received no reply back.

       How does this not break rules 3 and 4?

       #3 Respect differences. Everyone has their own different journey within personal finance, including a variety of backgrounds and socioeconomic situations. We are all succeeding and struggling in our own ways.

      #4 Make each post count. Can you take the time to brighten someone’s day with a message of encouragement? Do you have advice to share?

      Like 1
    • Aquamarine Mask This comment is sharing the YNABer's own experience and how they're managing the issue mentioned in this thread. Providing a different perspective doesn't automatically disrespect another. We want to encourage both sides of a discussion, as long as the discussion remains on topic.

      Like 2
    • Faness  Veronica

       We want to encourage both sides of a discussion...

      Seriously? Both sides? How are there even sides to this issue? Multiple users are dealing with similar issues from a particular feature for which they are paying and another user decides to troll them by declaring themselves a better user because they just deal with issues and less features. That is not a side; this user came here to spread hate. The only way multiple sides exist is if YNAB is now implicitly declaring that they are against the users in this thread.


      "If you cannot accept that they are changing the process to help resolve issues, you probably should be using some other company's software. Good luck with that!"

      This user is very clearly telling other forum users that if they don't use the software in the same manner as themselves, then we should just leave. This is not "respecting differences" and personifies the intolerance of their character. The last sentence is the epitome of passive aggressiveness and shows exactly how the rest of the comment is to be perceived. This does not "brighten someone's day with a message of encouragement".

      Like 2
      • Green Pilot
      • Green_Pilot.7
      • 2 mths ago
      • 2
      • Reported - view

      Friendly_gal these rants are not rediculous. We paid for a service that doesn’t work and then we used our free speech rights to complain which have been suppressed. I will complain and I will use the software how I want and I don’t really care how you choose to use the software. It has nothing to do with how we use the software but can’t because it’s broken. Still broken. 

      Like 2
      • Til Debt Do Us Part
      • Divorcing Debt - Not Each Other
      • debt_do_us_part
      • 2 mths ago
      • 3
      • Reported - view

      Aquamarine Mask Its literally a YNAB standard line that if direct import means that much to you, "YNAB might not be the program for you". It's stated Multiple times on this forum. Friendly_gal didnt say she was better than you, you just took it that way, and are snubbing the suggestion that even support will give you. If direct import breaks YNAB for you, the best budgeting advice is to stop paying for something you can't use and find something you can. When you threatened to leave YNAB if they didnt do what you wanted, was that meant to "brighten someone's day with a message of encouragement"? 

      Like 3
    • Til Debt Do Us 
      I am not "taking it that way", the original comment is intentionally worded to make the user appear as if they are better than the users complaining about a legitimate issue in this thread. You and Friendly_gal are part of the problem by letting YNAB hide their flaws from new users.

      I have used YNAB since well before they pivoted to a SaaS model so I know exactly how to use this program. I obviously do not use the program the same way as you. When you first start with YNAB, it makes sense to track every transaction manually. However, once you mature away from needing to do so, manually entering transactions is only a burden. At this point in my life, I need a budgeting app, not a way to control spending and get out of debt. What you are telling me is that once you have finally gotten to a place of financially stability, that YNAB is no longer needed.

      I am not sure what stake you have in this thread, but for some reason you have chosen to be angry against something that you don't understand. Also, I have not threatened anyone here. I simply explained why I am leaving YNAB after so many years. You must have just "taken it that way".

      Like 3
    • Aquamarine Mask I would like to encourage you to use some context clues about Friendly_gal - the user name, tag line, and picture make me think she could sincerely be wishing you good luck as you find a budgeting software that works for you. There are some communities of people who use exclamation marks to communicate the equivalent of a smile in informal, digital text communication.

      I mean, you could assume passive-aggressive connotation from an internet stranger, but why make life more difficult?

      Just a thought. There are actually a lot of well-wishers on this forum.

      Like 2
  • TD bank linking still broken 1 year later and USAA link broken for over a week. I will report back often...

    Like 1
      • Til Debt Do Us Part
      • Divorcing Debt - Not Each Other
      • debt_do_us_part
      • 2 mths ago
      • Reported - view

      Green Pilot I honestly dont think they care if you report here, they're just letting you know that reporting here wont get it fixed. Did you fill out the form to get actual help? 

      Like
    • Green Pilot We're always happy to take a look at where things are at! In the forum, we've switched to this form to report a Bank Importing Issue—so we can look at your unique connection. Thanks for sending a message in the app! That does the trick too. I see you spoke with one of my colleagues, and we'll keep you updated on the status. 

      Like
  • After many years with YNAB I'm now looking for another solution because of this. 

    Like 3
  • I am forced to cancel YNAB and to look for the next best solution which includes support for European banks.

    I am about to start a new business and the number of bank transactions is increasing rapidly. Even though YNAB is the best budget program for I came across in many years, manually importing all transactions is way too time-consuming for me (remember: time is money). 

    Like
  • This is laughable. Makes me want to quit ynab. How can you shut down discussion on a major tech lapse of your product?

    Like 1
  • Hi folks...the idea to contact folks directly is your decision, but I've twice now had tech folks say they would message up directly about various ongoing connection issues, and we have yet to receive ANY messages...we know everyone is busy, but I'd rather the tech person say "it'll be several days (or more) before we get back to you, so please be patient"...or whatever the case may be...but instead they say they will message us, only for no message to appear.  What's worse is they CLOSE that thread, so there is no way to even ask them where/how/when a message will be sent...or to continue the conversation in any way.  Anyway, there appears to be a problem somewhere that needs looking into.

    Like
    • Bill Lisa Hello! I sent you an email earlier today, and also saw that Faness emailed you a couple of days ago, so I wonder if we're getting spam-filtered! We emailed the address associated with your YNAB account, but if you'd like us to contact you at a different address, please get in touch with support ([email protected]) and let us know! I promise we're here to help!

      Like
Like Follow
  • 3 wk agoLast active
  • 50Replies
  • 2560Views
  • 26 Following