Q: Can PFM be presented in a language other than English?
A: Currently the PFM product is English language supported only. There are no current plans to support other languages in 2012.
Note: The messages presented within online banking to a consumer can support Spanish translation. Within the messages, we indicate to the consumer than the PFM tool is English supported only.
Q: Can PFM be used by Commercial banking customers?
A: The PFM tool is specifically designed for consumer use and not for the level of data or transaction volumes typically associated with larger commercial accounts. The product’s budgets and categories are set up around personal/consumer-specific needs (personal care, kids, shopping, etc.), and the tool doesn’t offer categories that would be relevant for commercial use. Although Commercial customers can see the tab their Sub-Users cannot.
Q: The applications (Views) don't fit on my screen.
A: We support industry standard screen sizes and resolutions. However some users may experience some problems viewing the applications.
These issues can usually be resolved by:
Q: Why do I get a blank page when I click on the PFM tab?
A: You must have the Adobe Flash Player downloaded on your system. If you do not receive a message prompting you to download the Player and you are unable to load the page then you can also go here to download a free version: http://get.adobe.com/flashplayer/
Q: Why would I be presented a login page when accessing PFM?
A: This issue most commonly occurs for users with Safari as their browser. If this occurs please make sure that all cookies are enabled for a 3rd party and/or you clear your cookies.
Q: How can I manage credit card points or miles within the tool?
A: This is not currently supported to monitor points. All other aggregated data is available for most credit card providers.
Q: What will happen to all the custom categories I created in Online Banking?
A: Only certain custom categories can be passed to PFM based on what was determined to be the most widely used. All of the standard categories will be passed.
In addition to this, not all categories will have the same name in the PFM tool as in OLB. They were matched as closely to the existing categories as possible. You can also create your own custom categories in PFM if you do not find one that best fits a transaction.
Q: Can I create manual accounts or transactions?
A: Yes. You can keep track of unaccounted expenses or institutions easily from within the software. You can also incorporate cash transactions or manual account balances into your personal finance calculations by categorizing them just like other transactions.
How to add a manual transaction:
Q: Help, the delete button doesn't appear on certain accounts!
A: It is true, for certain accounts a delete option will not appear. If the delete option doesn't appear this means that the account was automatically added by your home institution. These accounts cannot be deleted, however they can be excluded. Excluding an account hides that account, its transactions, and its balance from your view in the software apps. This essentially "deletes" the account with the option to re-include it in the future if it ever becomes necessary.
Q: How do I delete an account?
A: You may create a manual account that is no longer needed or an account may automatically sync that you don’t want to factor into your financial picture. Either way, you’re in control and can remove it.
*Note*Deleting the account is different than deleting an institution connection. If you delete the account only that account will disappear and the connection will persist. If you delete the institution connection however it will delete all of the accounts beneath that connection. The steps for deleting the connection are also included below.
Deleting an Account
Deleting an Institution
Q: Why do I have duplicate accounts and how do I fix it?
A: There are a couple of reasons you may be seeing multiples of an account. Whatever the reason, you can resolve it by deleting an account or merging the two accounts together by marking it as a duplicate.
Warning: Marking an account as a duplicate is not reversible. The transactions are merged and only the most recent total is kept.
Q: I have accounts that I don’t want factored into my budgets/income.
A: Some institutions choose to send all of the accounts that you are associated with in the data feed when your accounts are initially linked. This is a great benefit to allow you to see everything in one spot but it may be more than what you want. You may be associated with an account for your child, spouse, or business that you don’t want to show in your personal budgets.
We have now included an exclude account button. This will help you keep track of totals and view transactions but the transactions aren’t calculated into any of your other views. This will help you to see exactly what you want to see!
Q: Is my financial data secure ?
A: Absolutely. We use industry leading encryption technology and security protocols to make sure your private information is always secure.
Q: How do I add a manual account?
A: How to set up a manual account:
Q: I'm having problems with the security challenge questions when adding an account.
A: Here are a few tips that might help:
Q: The software says my financial institution is supported but I can’t add it.
A: Please try again later if you can't add your institution at first. If problems persist, submit a request with the information below.
Q: What should I do if my institution is not supported?
A: Please submit a request by clicking on the help icon and selecting "Submit a support request" with the name of the desired institution and account type and we’ll email you as soon as your institution is supported.
Due to factors outside our control, including approval of the financial institutions themselves, we cannot guarantee that your institution will be supported, but we will do our best. We add support for more banks and credit unions all the time.
Q: How will I be contacted when I submit a support request?
A: You will be contacted through the e-mail address you provided at enrollment within 3-5 business days of submitting your request. You can change this e-mail address at any time in the Settings section.
Q: Why do I have to verify my e-mail address?
A: Verification of the e-mail is not required but having an e-mail is. The e-mail will remain marked as unverified but will not restrict notifications or access based on it. You can change your email or resend verification at any time from Settings.
Q: I can’t find my bank, credit card or financial institution.
A: The following steps may help:
Q: How long will the transactions remain in the PFM tool? How much history will the consumer be able to see with internal accounts and external accounts?
A: When accounts are initially added to a PFM account an initial request of 90 days history will be made. When the consumer access the account each day the account will be updated with the recent transactions for the account. Currently there is no limit to archival history.
Q: What type of reporting and/or download capabilities will be available within the Personal Financial Manager?
A: All features managed within the application including spending, budgets, debt, net worth and more. As an example the debts application presents all your debt in one place offering online trending graphs and more.
Q: What browsers are supported with PFM?
A: The latest non beta versions of Safari, Internet Explorer, Firefox and Chrome are supported. If the user is accessing via another browser or outdated version of one of the above browsers you may notice features that do not work as designed. Adobe Flash 11.1 or higher is also required to support the tool. The suggested screen resolution of 1024 by 768 or larger is to be used. Smaller resolutions may be used but may prevent view of all the features or navigating within the software.
Q: Will the Personal Financial Manager tool be accessible from a mobile device?
A: Mobile access to view the basic application is available with iPhone today. Future enhancements scheduled by our partner will increase mobile access into the Android market and for iPad. We approximate the availability of iPad before the end of 2012.
Q: How will the consumer be able to access the smart phone application?
A: From the iTunes store. The end user will first download the application, then add the device, acquire the activation code online from the PFM tab within Online Banking to activate the device. The activation code must be used within 10 minutes of acquiring it to activate the device added. They will be able to disable that device as well from the PFM tab within Online Banking.
Q: Will that application be branded for the financial institution?
A: No, it will be a generic MoneyDesktop application on the iTunes store.
Q: What devices are supported with the Mobile application?
A: Today it is only supported with the iPhone. Android and other smart phones are being developed along with a separate application for the iPad and will be announced when available.
Q: How does the account aggregation work?
A: Aggregation is the process of bringing all the authorized user accounts into one location. At the time of enrollment, we will automatically enroll your accounts from eBanking. If you have other accounts you can manage them by adding one or more accounts so your financial picture is complete.
Q: How does the automatic categorization work?
A: When transactions are imported they are auto-categorized based on previous categorizations of similar transactions as well as those of other authorized users. The process is an estimate based on trends and characteristics of the transaction. The authorized user also has the option to review and recategorize where needed.
Q: What other changes can the authorized user expect to see once they start using PFM?
A: Once the authorized user starts using PFM, the Description field and the Category field will no longer be available within online banking.
Q: Can the authorized user still create custom categories?
A: Yes. The tool offers the user the opportunity to create custom categories.