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Ascendo Money - Frequently Asked Questions (FAQ)

Click on the links below for answers to the following questions. More detailed explanations can be found in the Ascendo Money User Guide.

- How do I download and install Ascendo Money for BlackBerry?

- How do I download and install Ascendo Money Desktop?

- What should I do if I see "No additional applications designed for your device were found."?

- What should I do if I see "No Applications were found for your device."?

- What should I do if I see "There is an XML syntax error on line..."?

- I can't find the main Ascendo Money icon or Add Transaction icon on home screen of my BlackBerry. What should I do?

- Can I try Ascendo Money before purchasing it?

- How long is the trial period?

- Is it possible to extend the trial period?

- Is there a separate trial version with a different feature set than the full version?

- What payment options are available to purchase your software?

- How do I upgrade to the latest version of Ascendo Money?

- How can I get alerted when a new version is available?

- What is Download Protection?

- Can I run Ascendo Money Desktop on an Apple computer?

- What is a Registration Key or an Activation Code?

- How can I get a Registration Key?

- What is a PIN and how can I find the PIN for my BlackBerry?

- I am unable to enter my registration key using the BlackBerry Storm keyboard. What could be the problem?

- I can't get past the registration screen on my BlackBerry Tour. What should I do?

- I tried to register Ascendo Money using my Registration Key but I got a message saying registration failed. What could be the problem?

- When I purchased Ascendo Money, I didn't submit a PIN, or I submitted the wrong PIN for my BlackBerry and the registration key I received doesn't work. What should I do?  

- I can't find my Registration Key. How do I retrieve it?

- I changed handsets. How do I obtain a Replacement Registration Key for my new handset?

- I purchased the software through BlackBerry App World. How do I obtain or retrieve my registration key?

- How do I uninstall Ascendo Money?

- How can I back up and restore Ascendo Money on my BlackBerry?

- When should I do if I see "Error opening USB port"?

- My balances are not the same as in Microsoft Money or Intuit Quicken. What could be the problem?

- How does Ascendo Money integrate with Intuit Quicken?

- How does Ascendo Money integrate with Microsoft Money?

- Can I synchronize Ascendo Money directly with Intuit Quicken or Microsoft Money?

- I am having trouble downloading information from my bank. What should I do?

- My bank doesn't appear in the Ascendo Money drop-down list and doesn't support OFX Direct Connect. Is there another way to load my transaction history?

- What should I do if I see "OFX Error Code" when trying to download bank information?


Question: How do I download and install Ascendo Money for BlackBerry?

Answer: There are two ways to download and install Ascendo Money for BlackBerry, over-the-air (OTA) or by using the BlackBerry Desktop Manager.

To download and install Ascendo Money V3.4.2 for BlackBerry over-the-air (OTA), follow these steps.

  • Start the Browser on your BlackBerry.
  • Click on the BlackBerry Key to display the screen menu.
  • Select "Go To..." from the screen menu.
  • Type: http://tinyurl.com/5xdqma and click on the Return Key. Then follow the prompts to download, install and run the "Ascendo Money Loader". This utility will detect the version of the BlackBerry OS running on your handset and load the best version of Ascendo Money for your device.*

To install Version 2.57, start the BlackBerry Browser, select "Go To..." from the screen menu, type http://tinyurl.com/323l69, click on the Return Key and follow the prompts.*

* On certain devices, the BlackBerry OS places application icons in the "Downloads" directory. You can reposition them by clicking on the BlackBerry menu key and selecting "Move" from the menu.

To download and install Ascendo Money for BlackBerry using the BlackBerry Desktop Manager, follow these steps. 

  • Download the Ascendo Money ZIP file using a Desktop Browser such as Firefox or Internet Explorer.
    - For Version 3.4.2, click here.
    - For Version 2.57, click here.
  • Extract the files in the Ascendo Money ZIP file using Winzip or a similar utility. 
  • Start the BlackBerry Desktop Manager.
  • Click on Application Loader, then click on Add  Program.
  • Browse to the "/BlackBerry" directory of the folder you specified when you extracted the Ascendo Money ZIP file. 
  • Select the Ascendo Money ALX file and follow the prompts.

Ascendo Money for BlackBerry is also available from the sales partners listed on the Money Home Page.


Question: How do I download and install Ascendo Money Desktop?

Answer: To download and install Ascendo Money Desktop, follow these steps. 

  • Download the Ascendo Money ZIP file using a Desktop Browser such as Firefox or Internet Explorer.
    - For Version 3.4.2, click here.
    - For Version 2.57, click here.
  • Extract the files in the Ascendo Money ZIP file using Winzip or a similar utility. 
  • Start the Windows File Exporer.
  • Browse to the "/Desktop" directory of the folder you specified when you extracted the Ascendo Money ZIP file. 
  • Doubleclick on the AscendoMoneyDesktopSetup.exe file and follow the prompts.

Ascendo Money for BlackBerry is also available from the sales partners listed on the Money Home Page.


Question: What should I do if I get the following error message, "No additional applications designed for your device were found.", when trying to install the Ascendo Money Desktop?

Answer: This is a common issue with the BlackBerry Desktop Manager and does NOT necessarily mean that the application is incompatible with your handset. See below for possible resolutions.

  • Delete any previously installed versions of the software then make sure that you have removed the application from the BlackBerry Desktop Manager Application List, displayed when clicking on the Application Loader icon.
  • Verify that your .alx and .cod files are in the same directory and that you are selecting the .alx file when trying to install an application.

  • Upgrade your BlackBerry Desktop Manager. Click here for latest downloadable version.

  • Upgrade the device software on your BlackBerry. Click here for latest downloadable version.

An article with more detailed descriptions can be found on AllBlackBerry.com, click here for complete article.

If these suggestions to not resolve the issue, please try downloading and installing the application directly to your handset (OTA), as describe above.


Question: What should I do if I get the following error message, "No Applications were found for your device.", when trying to install the Ascendo Money Desktop?

Answer: This is a common problem with the BlackBerry Desktop Manager. There are a few possible solutions:

1. Download and install the latest version of the BlackBerry Desktop Manager and try to install the application again.

2. Download and install the application directly to your BlackBerry (OTA), as describe above.

3. If you already have a trial version or previous version installed on your BlackBerry, uninstall the application and delete it from the application list. To do this, start the BlackBerry Desktop Manager, click on "Application Loader", un-check the box next to the application, click on the "Next" button and follow the prompts. Now return to the application list, highlight the application and click on the Delete button. Reinstall the application.

4. Check if you are using Version 3.6 of the BlackBerry Desktop Manager ( Help > About Desktop Manager). The workaround for this issue is to install the latest service pack (Service Pack 3a) for Desktop Manager v3.6 instead of Service Pack. This can be downloaded from the BlackBerry site at: https://www.blackberry.com/SoftwareDownload/index.jsp?client=Ud4RBlehp 
Choose "BlackBerry Desktop Software v3.6" from the drop-down list box, then click on the "Select" button. Choose the latest service pack at the bottom of the page. Uninstall your original Desktop Manager first, then install the downloaded service pack. Be sure to reboot your computer after completing the installation. Follow the instructions to download the Desktop Manager service pack to your desktop computer.

5. Some users have reported the following work around...  Exit the BlackBerry Desktop Manager. Change the name of the ALX file, for example, change "ApplicationName.ALX" to "ApplicationName1.ALX".  Then restart the BlackBerry Desktop Manager and try to install the application again.


Question: When I try to install the application using the BlackBerry Desktop Manager, I get the following message  "There is an XML syntax error on line 1".

Answer: This happens when you select a file with a .cod extension. To install Ascendo Money using the BlackBerry Desktop Manager, click on Application Loader, click on Add, select "All Files (*.*)" from the "Files of Type" drop-down list, then select "Money.alx".


Question: I can't find the main Ascendo Money icon or Add Transaction icon on home screen of my BlackBerry. What should I do?

Answer: On some BlackBerry handsets such as the Bold and Storm, application icons are display in the "Downloads", "Docs to Go" or other folders accessible from the home screen. To move an application icon, hightlight the icon, click on the BlackBerry Key to the right of the Green Phone Key, then select "Move" or "Move to Folder" from the screen menu.


Question: Can I try Ascendo Money before purchasing it?

Answer: Yes. When you start Ascendo Money on your BlackBerry, click on the "Register Later" button or click on the track wheel and select "Register Later" from the screen menu. You will not be prompted to register Ascendo Money Desktop until the trial period is over.


Question: How long is the trial period?

Answer: The trial period is 30 days. After the trial period has ended, you have ten additional user sessions before having to register.


Question: My trial period expired before I was able to spend sufficient time testing. Is it possible to extend the trial period?

Answer: You can renew the trial period buy uninstalling Ascendo Money and reinstalling it however you will lose all of your data. To reset the trial period on Ascendo Money desktop, select "Erase all private data" when uninstalling.


Question: Is there a separate trial version with a different feature set than the full version?

Answer: No, there is only one version that contains all the features of the product. 


Question: What payment options are available to purchase your software?

Answer: Ascendo accepts most major credit cards or debit cards for purchases made directly from our web site. Ascendo Sales Partners such as Mobihand, Handango and Clickapps accept payment by Paypal.


Question: How do I upgrade to the latest version of Ascendo Money?

Answer: Upgrading to an intermediate release, such as from version 3.0 to 3.1: Free

Upgrading to a new version, such as from version 2.0 to 3.0: $9.95

To upgrade to an intermediate release, follow the instructions to download the latest version and install from your desktop or install directly to your device. If you are prompted for a registration key, enter the key that you received when you purchased the product. If you didn't keep a copy of the key, see elsewhere in this FAQ for retrieving keys.  

To upgrade to a new version, follow these instructions.

  • If you purchased from our web site, click here.

  • If you purchased from Mobihand.com or CrackBerry.com, go to the description page on MobiHand and click on the "Upgrade Now" button. 

  • If you bought from Handango.com, go to the description page and click on the "Upgrade Available..."  link found below the Screen Shots.

  • If you bought from another Sales Partner, please see their web site for information on upgrades.

If you have difficulties, or the Sales Partner you purchased from does not offer upgrades, please email your order confirmation to info@ascendo-inc.com. To be considered for eligibility, your order confirmation must contain the Name of the Ascendo Sales Partner you purchased the product from, the Version Number and the Date of Purchase.


Question: How can I get alerted when a new version is available?


Answer: One way is to sign up for our Newsletter, see Ascendo Home Page. In addition, some Ascendo sales partners provide real time alerts whenever new versions of a product are available. For example, go to www.handango.com and click on "Add to Watchlist".


Question: What is Download Protection?

Answer: Download Protection is a Handango product and you should refer to Handango.com for a current description of what is offered as part of the service.

Download Protection is not required to download Ascendo Money from our web site, see above.


Question: Can I run the Ascendo Money Desktop on an Apple computer?

Answer: Ascendo Money Desktop does not run natively on MacOS at the current time. However, some users are running Ascendo Money Desktop on Apple computers in Windows sessions using virtualization software such as VMWare or Parallels Desktop for Mac.


Question: What are Registration Keys and Activation Codes?

Answer: To use Ascendo Money after the trial period is over, you must enter a Registration Key when prompted. 

Some Ascendo Sales Partners refer to Activation Codes instead of Registration Keys but they are the same thing.


Question: How can I get a Registration Key?

Answer: To obtain a Registration Key, you must purchase Ascendo Money. Click here to purchase Ascendo Money.


Question: What is a PIN and how can I find the PIN for my BlackBerry? 

Answer: A Personal Identification Number, or PIN, is a unique identifier for your BlackBerry containing 8 alphanumeric characters. To find the PIN for your BlackBerry, go to the BlackBerry home screen, click on the icon for Options and select Status from the list. The PIN for your BlackBerry will be displayed on a page of device parameters. 

Alternatively, you can find your PIN on the registration screen of Ascendo Money for BlackBerry or by selecting About from the main menu.


Question:

I am unable to enter my registration key using the BlackBerry Storm keyboard. What could be the problem?

Answer:

You may need to enable "compatibility mode" to enter the registration key, see steps below.

  • Click on Options icon on BlackBerry home screen.

  • Select Advanced > Applications 

  • Highlight the application and click on the BlackBerry key to the right of the green phone key.

  • Select "Disable Compatible Mode" from the screen menu then try to register again.


Question: I can't get past the registration screen on my BlackBerry Tour. What should I do?

Answer: Uninstall Ascendo Money on your BlackBerry by highlighting the application icon, clicking the BlackBerry button to the right of the green telephone key and selecting "Delete" from the screen menu. Then re-install Ascendo Money by following the download and installation instructions.


Question: I tried to register Ascendo Money using my Registration Key but I got a message saying registration failed. What could be the problem?

Answer: There could be several reasons for getting an error message when trying to register Ascendo Money.

1) You left the PIN field blank when trying to register Ascendo Money Desktop.

2) The version of Ascendo Money that you installed is not the right one for the Registration Key you are using. Registration Keys for Version 3 are 5-digits long. Registration Keys for Version 2 are 10-digits long. Instructions for installing either version can be found at the top of this page. Instructions for upgrading can be found here.

3) The PIN you submitted when purchasing Ascendo Money is incorrect. Please check the PIN and verify that you are not mistaking the letter "B" for the number "8", the letter "A" for the number "4", etc. If you submitted the wrong PIN, click here for further instructions.

4) You didn't enter the Registration Key correctly. On the BlackBerry, enter the Registration Key to the right of the "Registration Key:" label, then use the track ball/wheel to highlight the Register button, then click on the track ball/wheel. On your PC, enter the PIN and the Registration Key and click on the "OK" button.

5) You typed leading or trailing characters when entering the Registration Key or PIN.


Question: When I purchased Ascendo Money, I didn't submit a PIN, or I submitted the wrong PIN for my BlackBerry and the registration key I received doesn't work. What should I do?

Answer: Contact the Ascendo Sales Partner that you bought the application from, submit the correct PIN for your BlackBerry and request a new registration key. Click here for a partial list of links to Ascendo Sales Partners. 

If you purchased Ascendo Money from our web site, http://www.ascendo-inc.com, then forward the email order confirmation to info[AT]ascendo-inc.com. Clearly state at the beginning of your email that you purchased Ascendo Money directly from our web site, why you are requesting a new registration key, and include the PIN for your new BlackBerry.


Question: I can't find my Registration Key. How do I retrieve it?

Answer: You must purchase Ascendo DataVault to receive a Registration Key. Your Registration Key can be found in your email order confirmation or in the "My World" tab of BlackBerry App World. If you have already registered DataVault, then you can also find it on the About screen. If you can't find your Registration Key in any of these places, then follow the instructions below.

First, check the version you purchased as this will be necessary to retrieve the right key. If you want to upgrade to a new version, then follow the instructions in the upgrade policy to receive a new registration key.

If you purchased Ascendo Money from one of our Sales Partners, then you must contact them directly to retrieve your Registration Key. See below for links to initiate the process.

If you purchased Ascendo Money from our web site, please forward your order confirmation containing the product name, version and order date, to info@ascendo-inc.com. Clearly state at the beginning of your email that you purchased Ascendo Money directly from our web site (http://www.ascendo-inc.com).


Question: I changed handsets. How do I obtain a Replacement Registration Key for my new handset?

Answer: First, check the version you purchased and read our upgrade policy. If a new version exists and you want to upgrade, then follow the instructions in the upgrade policy to receive a new registration key. If you purchased the most recent version, then install the latest maintenance release on the new handset and follow the instructions below.

If you purchased Ascendo Money from one of our Sales Partners, then you must contact them directly to obtain a Replacement Registration Key. See below for links to initiate the process.

If you purchased Ascendo Money from our web site, please forward your order confirmation, or send an email containing the product name, version, order date and the email address you used to purchase the application to info@ascendo-inc.com. Clearly state at the beginning of your email that you purchased Ascendo Money directly from our web site (http://www.ascendo-inc.com).


Question: I purchased the software through BlackBerry App World. How do I obtain or retrieve my registration key?

Answer: To find Registration Keys or "License Keys" for products purchased through BlackBerry App World, start BlackBerry App World on your device, click on the "My World" tab on the lower right-hand side of the screen then click on an application from the list to display the application details. The registration key should be displayed next to the "License:" label.

More information can be found in the App World FAQ found at the following link: http://na.blackberry.com/eng/support/blackberryappworld.jsp


Question: How do I uninstall Ascendo Money?

Answer: To uninstall Ascendo Money on your BlackBerry, follow these steps.

  • If you installed Ascendo Money for BlackBerry over-the-air, go to Options > Advanced > Applications > highlight Ascendo Money > click on BlackBerry key then select Delete.

  • If you installed Ascendo Money for BlackBerry using the BlackBerry Desktop Manager, then start the BlackBerry Desktop Manager, click on Application Loader > Remove Application > uncheck the box next to Ascendo Money and follow the prompts.

To uninstall Ascendo Money Desktop, click on the Windows Start button and select Uninstall from the Ascendo Money sub-menu.


Question: How can I backup and restore Ascendo Money on my BlackBerry?

Answer:

  • Connect your Blackberry to your PC using the data cable.

  • Start the Blackberry Desktop Manager.

  • Select Backup & Restore.

  • Select "Perform Selective Backup..." by pressing the "Advanced..." button.

  • For versions 3.x and above, move the slider bar under "Handheld Databases" down to "Ascendo Money" and highlight this entry. For versions 2.x and below, select "RMS Databases".

  • Click on Left Arrow to backup all application data to your desktop.

  • If you lose the data on your Blackberry, you can restore it from your Desktop by highlighting RMS Databases under Desktop File Databases and clicking on the Right Arrow.


Question: When I start the application, I am getting an error message that says "Error opening USB port".  What should I do?

Answer: When you started Ascendo Money for the first time, you should have been prompted with the following.

The application Ascendo Money has requested a comm connection to USB.
Don’t ask this again for:
- All comm connection
- Comm connection to USB

You should check “Comm connection to USB” option  and  click “Allow this connection” button.    If you didn’t see this system message then try to reset firewall settings in the "Options > Firewall > Reset Setting menu".  This assumes that the firewall status on your handheld is enabled. You may have to do a hard reset of the handheld by removing the battery and usb cable for 5-10 seconds before it.


Question: My balances are not the same as in Microsoft Money or Intuit Quicken.  What could be the problem?

Answer Ascendo Money allows you to set or reset the initial balance and start date.  This is very useful forget to enter a transaction or make a mistake and you don't have the time to reconcile.  Simply reset the balance in Ascendo Money to the most recent balance amount and date reported by your bank and make sure that all transactions since this date have been entered into Ascendo Money.


Question: How does Ascendo Money integrate with Intuit Quicken?

Answer: Ascendo Money Desktop provides the ability to export and import transactions using QIF (Quicken Interchange Format) files. This format was developed by Quicken to exchange information between financial software.

Intuit has changed support for data exchange formats in newer versions of Quicken so compatibility depends on which version you are using. For more information, click here.

Some users have reported that several work-arounds exist for importing QIF files into newer versions of Quicken. Click on following link for more information: Importing QIF files in Quicken 2005, 2006, 2007


Question: How does Ascendo Money integrate with Microsoft Money? 

Answer: Ascendo Money Desktop provides the ability to export and import transactions using CSV (Comma Separated Values) files. CSV is a standard exchange format for several financial and productivity software packages such as Microsoft Money, Microsoft Excel and Microsoft Access.


Question: Can I synchronize Ascendo Money directly with Intuit Quicken or Microsoft Money?

Answer: Intuit and Microsoft do not provide APIs (application programming interfaces) to synchronize information with 3rd party applications like Ascendo Money. Neither Intuit nor Microsoft publish precise descriptions of their internal data formats nor do they support 3rd party developers that want to read/write to their internal data files. For these reasons, Ascendo feels that the most prudent approach to exchanging data with these products is by importing and exporting data files as described in the Ascendo Money user guide.


Question: I am having trouble downloading information from my bank. What should I do?

Answer: Ascendo Money implements OFX "direct connect" technology in compliance with the specification provided by the Open Finance Exchange. This technology was developed by a consortium including Intuit and Microsoft. If you are having trouble with this feature, contact your bank and verify that they support OFX "direct connect" for products such as Ascendo Money, Microsoft Money and Intuit Quicken. If so, ask them if there are special instructions and if they charge a fee to use this service


Question: My bank doesn't appear in the Ascendo Money drop-down list and doesn't support OFX Direct Connect. Is there another way to load my transaction history?

Answer: Many banks offer the ability to export your transaction history into OFX, QFX, QIF or CSV files that can be imported into Ascendo Money. To try this, log onto your online bank account and look for an option to Download data. If you don't see one of the file formats listed above, look for options to download to Intuit Quicken or Microsoft Money and check if the default file extension is one of those listed above.


Question:

What should I do if I see "OFX Error Code" when trying to download bank information?

Answer: See below for several common Error Codes and their signification according to the official OFX Specification.

  • Error Code: 15500 - Signifies "Invalid Sign-on" which means the username and password you have entered are not being accepted by your bank's server. Contact your bank and verify that the username and password necessary for establishing a connection using OFX "direct connect" are the same as for logging in to your account on their web site. 

  • Error Code: 2003 - Signifies "Account Not Found". Verify that you have entered the correct account number. Contact your bank to verify the account number to be used with 3rd party software like Ascendo Money or Quicken. Some banks may require that you enter account numbers that are slightly different than those appearing on your statement. For example, one of our customers reported that adding two zeros in front of their account number (USAA Federal Savings Bank) resolved the issue.

  • Error Code: 2000 - Signifies "General Error". Contact your Bank's customer service department and request activation of OFX Direct Connect for 3rd party products like Ascendo Money or Quicken.

 


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