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When looking into Online Banking connectivity, download or balance problems, we need something we call Online Banking debug information. This allows us to securely and privately locate the exact connection you're having problems with without compromising your personal information or banking credentials. This guide explains how to obtain this information.
Important! Please do not send us screenshots of the debug information. Check the guide for details.
In order to obtain debug information for your account, please follow these simple steps:
- Go to Accounts section.
- Tap on the pencil icon in the top-right corner to enter edit mode.
- Tap on the account you're having trouble with.
- A new window will open. Please tap and hold somewhere on the text we've highlighted on the screenshot below to start selecting it. Once the selection handles appear, just move them in order to select entire text. Please do not simply send us screenshots of this window as it makes it more difficult for us to help you.
- Copy the selected text and send it to us in the e-mail body as text.
Remember - if you're sending us debug information for multiple accounts, please make sure to link description of a problem with the debug information (for example: "This account does not download any transactions at all: [debug info]. This account does download transactions but the final balance is incorrect: [debug info]").