Direct Connect Troubleshooting

Bank Support...

How does Direct Connect work?

Koku creates a secure connection to your bank to request and download transactions. This works just like logging in to your bank's website, but without requiring you to do the work. The password you provide is stored securely in the Mac OS X keychain. In order to set up Direct Connect you must have an account with a supported institution as well as a username and password for Direct Connect access.

Where can I find out if my bank is supported to use with Koku?

A full list of the financial institutions that are currently supported for Direct Connect can be found here. Financial institutions indicated with an asterisk (*) in the list may charge a fee for the Direct Connect service and/or require additional setup steps. We recommend contacting your financial institution for details on setting up Direct Connect for your accounts.

What if my bank isn't in the list of supported financial institutions?

If your financial institution is not shown in the above list as supporting Direct Connect, please let us know and we will look into supporting it.

I called my bank, and they say they do not support Direct Connect for Koku - what now?

Please keep in mind that most financial institutions are only aware of the major financial software brands, Quicken and Microsoft Money, however the technology is the same. So if you are set up to work with Quicken, you will also be able to use Direct Connect with other software including Koku!

Direct Connect Issues...

Why doesn't Koku accept my username and password even though I entered it correctly?

If your username and password are entered correctly and Direct Connect will still not configure, your account or bank may not currently support this feature. Some banks now charge a fee in order to use the Direct Connect service and/or require initial setup steps before use. We recommend you contact your bank to inquire about setting up this service.

Why am I getting a configuration error message?

Your account or bank may not currently support this feature. Some banks now charge a fee in order to use the Direct Connect service and/or require initial setup steps before use. We recommend you contact your bank to inquire about setting up this service.

Syncing...

When I sync why aren't any transactions appearing?

If Koku is unable to sync your Direct Connect account, an alert icon will display next to the account in the source list and Koku will display an error message. If there is no sync error, please keep in mind that new transactions may have not cleared with your bank yet, and therefore may not be available for download. Once transaction information is available, Koku will download it. Please let us know if in a couple days the transactions still aren't posted. We would also recommend at that time contacting your bank to see what their policy is on posting transactions to their server for Direct Connect users.

Why aren't my transactions tagged when my account is synced via Direct Connect?

When some banks import your information into Koku, they use their own system of tagging. Koku can then read the tags provided by your bank, and apply Koku's smart tagging based on those tags whenever new transactions are synced. Smart Tagging in Koku is currently only available for banks who provide Direct Connect and also include these tags (or SIC codes) in your transaction data. If the bank does not provide this information — by either not supporting Direct Connect or not including the SIC codes, then auto-tagging will not work as expected.

If you are using Direct Connect, please make sure you have this option enabled in your preferences. To check, please go to Koku → Preferences → General Tab and click on Tag transactions automatically. Once this is checked, your transactions from now on will include the smart tagging feature if the option is available.