Direct Import Troubleshooting

Direct Import is amazing. But there are quite a few moving parts, and sometimes they need an adjustment.

In This Article

Establishing an Initial Connection

If you can't connect initially, here are some things to try:

  • Make sure you have the correct financial institution selected by double checking the URL.
  • Log in to your institution directly and navigate to your accounts. Then, try to re-connect in YNAB.
  • Check YNAB's status page for current widespread issues.
  • Right now, we can't support passwords that contain a pipe “|”, tilde “~”, or angle bracket "< or >". If you update your password to remove those characters, you should be able to connect.
  • If your password is longer than 32 characters, try shortening your password.
  • Are you using a Password Manager? Make sure to try entering your log in credentials manually.
  • The default language for your online banking platform must be set to English.
  • If all the above check out, remove the connection (not to be confused with the disconnect button) and then re-connect the account(s).

Give it a little time.

There's a lot going on under the hood to get you connected, so issues often clear up on their own within a few hours. If you've already tried removing the connection 👆 and still haven't been able to connect for 24 hours, send a message to [email protected] We'll work with our Direct Import partner to get you squared away.

We'll need you to tell us:

  • that you've already tried removing the connection so we don't ask you to do that. 😉
  • the full name of the financial institution.
  • the URL you use to log in to their online banking platform.

I'm connected, but transactions are not importing.

New transactions should be available to import no more than 12 hours after they clear your bank – with one exception. Most connections to tracking accounts such as investment and loan accounts will only import a starting balance. Manual adjustments will need to be made after that point to keep your balance up-to-date.

For all other account types, if transactions have cleared your bank more than 12 hours ago, and are still unable to be imported, send a message to [email protected] We'll need the following information:

  • the name of your financial institution.
  • the name of the account(s) not importing.
  • the dates and amounts of a few recently cleared transactions that haven't imported.

My connection stopped working.

If your Direct Import connection has been working just fine, but all of a sudden stopped importing transactions, the first thing to do is log into your financial institution's website. There might be a roadblock type of alert you need to acknowledge – or their site might be down.

Also, check YNAB's status page for current widespread issues.

Remove the Connection

If there isn't an issue on the status page, and you can log in to your financial institution's website and navigate to your accounts just fine, the next step is to remove the connection and then re-connect your account(s).

Give it a little time.

If you still can't connect after 24 hours, email [email protected] Be sure to include the name of your bank and the URL for their log in page – and let us know you already tried removing the connection!

My bank isn't listed.

In effort to provide a more reliable Direct Import experience (and faster customer support!), we are currently supporting a smaller number of financial institutions than we have in the past. If your bank isn't listed, check out File-Based Import, and of course our mobile apps for easy on-the-go entry!

Even with Direct Import, it's a great practice to enter transactions right away, instead of waiting for them to clear the bank and import into YNAB – that way you can always trust your budget!

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