Customer Support

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At IGG Software, we pride ourselves on providing first-class customer service via our website and live chat. So that we can better assist you, please follow each of these steps to resolve your issue.

1 I have questions about:

Where can I find user manuals for your software?
  • The iBank 5 User Manual is available for download on the iBank downloads page. The same information is available under the Help menu in the iBank 5 app. We also have a series of video tutorials available for iBank 5.
  • Information about configuring syncing for iBank for iPad, iBank Mobile, and iBank Investor can be found in the iBank 5 manual. Interactive tutorials for iBank for iPad and iBank Investor are available on their respective product pages.
  • The user manual for iBiz 4 is available on the iBiz downloads page.
I lost my license! How can I retrieve it?
Enter your email address here, and we will email you a copy of your order confirmation. Be sure to use the original email address from your IGG Store purchase. Please note that Mac App Store purchases do not require license codes, and licenses for retail store purchases cannot be retrieved here.

Email:
What is your upgrade policy and how do I upgrade?
We don't charge for upgrades until we release a full unit incremental release. For example, upgrading from iBank 5 to iBank 5.1 is free, while 4.x to 5.x requires purchasing an upgrade license.

To download the latest version, go to the appropriate product page and click the "Download" button. The downloaded version will work in trial mode if you are not registered, or it will recognize that you already registered and you will be ready to go!
Where is my order? I haven't received anything in the mail....
We don't ship any physical products. After purchasing, you will receive an email containing your registration code. Download the correct application from our website and enter your registration code to unlock the trial restrictions.
What is your refund policy?
We offer a 90-day money-back guarantee on all software purchased through our online store. Purchase a license, register the software, and use it unrestricted for up to three months. If you are not satisfied for any reason, contact our customer support using the options below and we will refund the purchase in full. Please note that we can only accept returns for products purchased via our online store - purchases made from the iTunes App Store, Mac App Store, and retail stores such as the Apple Store, Office Depot, or Amazon.com are subject to those stores' refund policies.
Is your software compatible with Mavericks?
Yes! iBank 5 is our only Mac app that is currently being developed, and it is fully compatible with Mac OS X 10.9. Older versions of our software such as iBank 4 and discontinued software such as iBiz and iPaste have not been extensively tested under Mavericks and may not perform reliably.

Special note to Quicken users: If you are planning to switch from Quicken 2007 to iBank, please be sure to export your Quicken data to a QIF file before upgrading your operating system. Once the new OS is installed, you may not be able to launch Quicken 2007 in order to export your data. For more information about Quicken and iBank, see this page.
Where is my registration code?
It is embedded in the text of an email with the subject line, "Thanks for purchasing from IGG Software," which you should have received after completing your order. Please allow 24 hours for order processing. If you have lost your code or cannot locate the email containing it, please see "I lost my license! How can I retrieve it?" above. For further assistance, please speak with a support representative on live chat.
I have a killer feature request, will you implement it?
Possibly. Please user our contact form to submit your request and we will certainly consider it. Many of our programs' features are a result of user feedback.
Do you offer any sort of educational and/or military discount?
Yes, both. Full-time students and faculty who can submit proof of their educational affiliation are eligible for 20% off purchases made through our online store. For students, we typically request a copy of your registration receipt or course schedule; for faculty, a scan of your ID card or a link to your online staff profile. US military personnel, please request a discount using your military email address to receive a coupon for 20% off. Send your information to us at and we'll send you back a coupon code which you can use to redeem the discount when you submit your order at our online store.
Will your applications work for non-U.S. customers?
Yes, all of our applications should work regardless of your location. In most cases our programs use your currency and format settings from System Preferences. Our software is written in English, but iBank 3 and 4 have also been translated into French. We have thousands of users in over 50 countries successfully using our products.
Do you make software for Windows, Blackberry, Android, etc.?
No, we develop software exclusively for Mac OS X and Apple devices running iOS.
Do you accept PayPal?
We only accept PayPal payments when credit cards are rejected by our online store. If you are unable to complete a purchase on our website, please contact customer support for assistance.
Do you provide phone support?
No, we offer customer support via live chat, email, and an online knowledge base. This allows us to ensure that all of our support representatives are knowledgeable, responsive, and based here in the United States. We are confident that this policy is the most effective way for us to meet your support needs.
Where can I find video tutorials and/or a user manual?
Video tutorials for iBank 5 are available on our website: click here to view them.
The iBank 5 User Manual is available for download on the iBank downloads page.
The help files accessible from the Help menu in iBank 5 contain the same information as the PDF manual. We do not sell hard copies of our manuals.
Do I qualify for a free upgrade?

iBank 4 users: Upgrades to iBank 5 are $29.99 for all licensed users of version 4, but upgrade discounts are only available if you purchase iBank 5 from the IGG store. Download iBank 5 from our website, install and launch the app, then go to the iBank menu and choose "License" for more information.

iBank 3 users: All iBank 3 orders placed between July 20 and September 14, 2010, qualify for a free upgrade to iBank 4. If you purchased iBank 3 from our online store or upgraded to iBank 3 directly through the software, a license code for iBank 4 was included with your receipt. You may now download iBank 4 and register it using the license code in your receipt. If you purchased iBank 3 from a retail store after July 20, 2010, please scan your dated purchase receipt and email it to . When we receive your proof of purchase, we will send you a free license for iBank 4.

Why won't iBank accept my registration/license code?

Download version: Enter your name, email address, and license code exactly as they appear in the email receipt you received after purchasing iBank from the IGG Software website. If iBank does not accept your registration for some reason, try using the Copy and Paste commands to make sure the license code is entered precisely. If you lost your email receipt and would like us to send you a new one, choose "General Info" from the popup above and expand the question, "I lost my license! How can I retrieve it?"

Retail box version: Please make sure to enter the license code as it appears on the first line of the sticker affixed to the iBank CD sleeve. The line should begin with "IBNK" and contain several dashes. Please ignore any numbers appearing below this line, as they are not part of the license code. Enter any name and email address with the license code, making sure to type something in each field, and iBank should accept your registration. We have seen some customers who, when trying to unlock the retail version of iBank 4, mistake the letter D for a zero. If iBank does not accept your code, please try entering D's in place of any zeros.

Mac App Store version: If you purchased iBank from the Mac App Store, you must download it using the App Store application. This version of iBank does not require registration; if you receive a prompt to purchase a license, quit iBank, delete the iBank application, and reinstall it from the App Store. As long as you are careful to delete only the iBank application and not your data file(s), your accounts will not be affected by reinstalling iBank.

Can I sync my iBank data between multiple Macs?

iBank can be installed on 2 computers with a single license, but it is not designed to sync from Mac to Mac. Please be forewarned that iBank wasn't designed for networking and does not support concurrent use. If two copies of iBank for Mac record changes to a data file at the same time, this may cause data corruption.

Do I have to pay for downloading my bank data in iBank 5?
As in previous versions of iBank, there's no cost for getting current transactions from your financial institutions via web downloads or direct downloads (note that some banks impose fees for the latter, but not IGG). There is also a new method in iBank 5, Direct Access, a subscription-based service for automatically updating your account data in the background. While it has an annual cost, use of the service is optional and is not required to use iBank successfully. For more information about the different download methods available in iBank, see this page.
Why can't I direct download transactions from my bank?

Not all financial institutions offer direct download service. If your bank is not listed within the iBank app as a supported institution, please contact the institution to request "Direct Connect" service. If your institution is listed there, but you are having trouble with the connection, please follow these troubleshooting steps:

  1. Make sure you are using the current version of iBank. Launch iBank, choose "Preferences" from the "iBank" menu, and click "Check For Updates Now." If nothing happens, then you know you have the current version. If a window pops up notifying you that a new version is available, then click the "Download" button, quit iBank, and replace your iBank application with the new one that downloads in your web browser.
  2. If you have the current version of iBank installed and still cannot connect to your financial institution to download transactions, please call your financial institution to sign up for its Direct Connect service. Some institutions charge a fee for this service and require you to accept the charges. The institution may give you login details for direct downloads that are different from your website credentials. Even if downloads are working in Quicken or another program, you will still need to double-check with your financial institution that you are signed up for Direct Connect. You may be using another download method in Quicken, like Web Connect or Express Web Connect.
  3. After signing up for Direct Connect with your institution, you may need to delete your OFX passwords in the Mac OS X Keychain. Quit iBank, launch the "Keychain Access" application from Launchpad (or Applications/Utilities/Keychain Access), search for passwords named "iBank OFX Password," double-click each one to determine whether it pertains to the iBank account in question, and delete any passwords for that account. Launch iBank, select the account in the source list, and choose "Set Up Online Access" from the "Account" menu to set up the connection with your financial institution.
  4. If iBank is able to connect to your financial institution, but presents you with an empty list when asking you to choose an account, you may need to set up the iBank account with a different type. If the bank expects a credit card account, for example, and you have set up a checking account in iBank, this can interfere with direct downloads. Delete the account and create a new one; when you configure direct download during the setup process, iBank will ensure that the correct account type is used.


Please be aware that most financial institutions only allow you to direct download recent transactions (typically the last 3-6 months). The first time you set up your account in iBank, we recommend downloading the complete transaction history from your bank's website and importing that into iBank. Direct download can then be used for incremental updates going forward.

For more discussion on this topic, see the following entry in our knowledge base: I'm having trouble connecting my account in iBank to my bank. I am using Direct Connect not iBank's browser or Safari.

How do I transfer money between accounts?
To record a transfer of funds from one iBank account to another, create a new transaction in the first account, set its type to "Transfer," enter the amount of the transfer in the withdrawal field, and enter the name of the second account in the category field. Once you click "Save," a deposit transaction will be automatically created in the second account to complete the transfer. These two transactions are automatically linked so that any changes made to one side of the transfer will automatically be reflected on the other side of the transfer.
How do I import my data from Quicken?

We have a video tutorial about importing from Quicken: click here to watch it! If you prefer written instructions, follow these steps (please note that Quicken Essentials is a special case - see the next question for help with Essentials):

  1. Launch Quicken and choose File > Export.
  2. In the window that appears, give the export file a name, choose the "QIF" file format, and save the file to your Desktop (if you're using Quicken on Windows, only include "Transactions," and do not select the "for Mac" option).
  3. If you are running iBank on a different computer than Quicken, copy the QIF file that you just exported to the computer with iBank.
  4. Launch iBank and choose File > New iBank Document.
  5. Click "Import from Other Software," choose the appropriate version of Quicken, and click "Continue."
  6. Follow the prompts to name and save your iBank document, then drag and drop the QIF file onto the box that says "drag file here."
  7. If iBank doesn't recognize the date format used in the QIF file, it may ask you to choose the format from a list.
  8. Finally, you will have the opportunity to verify your account names, types, and currencies before the import is complete.


That's it! iBank will recreate all of your accounts, transactions, categories and investments, even if you have many years of Quicken data.

How do I import my data from Quicken Essentials?

Follow these steps:

  1. Launch Quicken Essentials.
  2. Review your category names. If any names are longer than 55 characters, please abbreviate them (they can be restored in iBank after the import is complete). Please note that subcategory names, when exported, will include the names of their parent categories in the following manner: Category:Subcategory1:Subcategory2. This entire set of names must be 55 characters or less (including the colons) in order to avoid being truncated during the export process.
  3. Choose File > Export > Quicken 2007 and save the QMTF file on your Desktop.
  4. Launch iBank and choose File > New iBank Document.
  5. Click "Import from Other Software," choose "Quicken Essentials" and click "Continue."
  6. Follow the prompts to name and save your iBank document, then drag and drop the QMTF file onto the box that says "drag file here."
  7. If iBank doesn't recognize the date format used in the QMTF file, it may ask you to choose the format from a list.
  8. Finally, you will have the opportunity to verify your account names, types, and currencies before the import is complete.


That's it! iBank will recreate all of your accounts, transactions, categories, and investments, even if you have many years of Quicken data.

What do I do if my account balances are incorrect after importing data?

There are a number of potential causes for balance discrepancies after importing data, but here are top things to look for:

  1. Do you have any categories that share the same names as your accounts? iBank doesn't allow this, so you may need to rename the accounts or categories in Quicken and try the import again.
  2. Do you have any closed accounts in Quicken? Try opening them and redo the import into iBank.
  3. Do your Quicken balances include scheduled transactions? iBank cannot import scheduled transactions.
  4. Do any of your accounts contained linked transfers? Check and see if duplicate transactions were created during the import (iBank does everything it can to avoid this, but sometimes duplicates will still sneak through).
  5. Did you download security quotes in iBank after the import finished? The market value of your securities may not be included in your investment account balances until you click the "Update Everything" button on the toolbar.
How do I manually record the price history for a security?

iBank uses Yahoo! Finance to download security quotes. If your portfolio contains securities that are not listed on Yahoo, or if the security doesn't have a valid ticker symbol, you will need to enter its price information into iBank manually. To access the price history for your securities, select "Securities" under the "Manage" section of iBank's source list (on the left side of the main window).

At a minimum, you will need to record the closing price of the security on the day you purchased the shares. Record closing prices for additional dates as you are able - the most recent price will be used to estimate the market value of your shares on Portfolio Summary reports. The security type should be set to "Other" in order to prevent iBank from attempting to download quotes for that security. A ticker symbol must also be entered for the security (whether it is a publicly listed symbol or not). We recommend adding an underscore (_) before the symbol for securities that you are tracking by hand, to make them more easily recognizable.

How do I record investments that I already own?

If possible, we recommend downloading the complete transaction history from your brokerage's website (in OFX, QFX, or QIF format) and importing the data into iBank. This will ensure that your cost basis is accurate and all shares are accounted for.

If your brokerage does not make this information available for some reason, you can enter your investments manually by recording a "Move Shares" transaction for each security you own. Be sure to include a valid symbol with each one, enter the total number of shares you currently hold, and record the average cost per share in the price field (ask your broker for the average cost per share if you don't know what it should be). This approach will ensure that your holdings are all included in your portfolio, and your cost basis will be accurate, but your cost history will be flattened because you are averaging the cost of the shares in your portfolio. If you are unable to enter the full transaction history, be sure you understand the ramifications of averaging your cost basis!

Is iBank for iPad included free with iBank for Mac?
No, iBank for iPad must be purchased separately. It is available for $19.99 exclusively on the iTunes App Store.
Can I use Direct Access and sync my data with iBank for Mac?
Yes! As long as you have iBank 5 and iBank for iPad 2, you can set up a financial book in iBank for iPad that syncs with iBank on your Mac, then enable Direct Access using the gear button at the top right corner of the iPad screen. Older versions of iBank for iPad and Mac cannot use both features at the same time. Direct Access is an optional subscription service and is not required if you do not want to use it.
Can I sync multiple iPads with one iBank document?
Yes, it is possible to sync multiple iPads to one copy of iBank for Mac without creating sync conflicts. If you're syncing via WebDAV, the important thing is to set up each iPad with its own folder on the server (this is just a matter of naming a different folder when configuring one of the iPads in iBank for Mac). Transactions from one iPad will have to be synced with iBank for Mac before they will be available to sync to the other iPads. More information about syncing with iBank for Mac is available in the iBank 5 User Manual.
Can I sync multiple iBank documents with one mobile device?
Yes, each financial book in iBank for iPad can be synced with a separate iBank for Mac document. If you're syncing via WebDAV, the important thing is to configure the sync connection for each financial book to use a unique folder on the server (this is just a matter of naming a different folder when configuring one of the sync connections in iBank for Mac). More information about syncing with iBank for Mac is available in the iBank 5 User Manual.
Is my iBank for iPad data stored locally, or on your servers?
iBank's data is saved locally on your iPad. Each financial book is kept in a separate document file which you can back up and restore via iTunes. Even if you sync your data with iBank for Mac, your data never passes through our servers (it will pass through your WebDAV server if you choose that sync method). For more information about data storage and syncing, read our privacy policies.
Can I track my budget in iBank for iPad?
Yes, iBank for iPad includes budgeting tools that allow you to enter scheduled income and expenses, set targets for variable budget items, compare your budgeted vs. actual spending, and monitor your budget performance over time. Budgets cannot be synced with iBank for Mac.
Can I password protect my iBank for iPad data?
Yes, each financial book can be locked with a unique four-digit passcode to prevent prying eyes from viewing your data.
Is iBank Mobile included free with iBank for Mac?
No, iBank Mobile must be purchased separately. It is available for $4.99 exclusively on the iTunes App Store.
Can I sync multiple devices with one iBank document?
Yes, it is possible to sync multiple devices to one copy of iBank without creating sync conflicts. If you're syncing via WebDAV, the important thing is to set up each device with its own folder on the server (this is just a matter of naming a different folder when configuring one of the devices in iBank for Mac). Transactions from one device will have to be synced with iBank for Mac before they will be available to sync to the other devices.
Can I sync multiple iBank documents with one mobile device?
No, iBank Mobile can only sync with one iBank for Mac document at a time.
How is iBank Mobile affected by iCloud and the cancellation of MobileMe?
Apple will cancel its MobileMe service on June 30, 2012. As a result, the MobileMe sync option has been removed from iBank Mobile and iBank for Mac (Wi-Fi and WebDAV sync options are still available). At this time, we are not planning to add iCloud syncing due to restrictive measures imposed by Apple upon developers who utilize iCloud document sharing.
Can I choose which accounts to sync with iBank for Mac?
Yes. All accounts that are visible in iBank for Mac will sync with iBank Mobile. To prevent an account from syncing, launch iBank for Mac, choose Account > Show Account Manager, check the box next to the account, and click "OK." The next time you sync with iBank Mobile, that account will be excluded.
Why can't I see my investments in iBank Mobile?
iBank Mobile is designed to sync cash transactions only. If you sync an investment account, the security information will not be visible, and the balance of the account will only reflect the cash in the account (not the market value of the shares you currently hold). To keep track of your portfolio value, try iBank Investor!
Can I sync iBank Investor with iBank for Mac?
Yes! iBank Investor is designed to sync with iBank for Mac so that you can keep track of your portfolio on the go. If you don't have iBank for Mac, no worries - you can still use iBank Investor as a stand-alone app for monitoring your investments.
Can I sync investments in multiple currencies?
No, iBank Investor currently does not include support for multiple currencies. If you have investment accounts in iBank for Mac that use different currencies, you can sync investments for one of those currencies only. To choose which currency syncs to iBank Investor, change the currency displayed in the summary pane in iBank for Mac prior to syncing.
Can I show cash positions in my investment accounts?
No, iBank Investor is designed to show you market data on your current holdings only. Any cash that may be present in your investment accounts in iBank for Mac is not counted in iBank Investor.
How do I disable advertisements in iBank Investor?
We are able to offer iBank Investor for free because it includes advertisements. If you would like to disable the ads, tap the "Settings" button, then "Remove Advertisements," and follow the prompts to purchase the ad-free version for $4.99. Other copies of iBank Investor that are linked to the same iTunes account will not be charged for disabling ads.
I forgot my IGG account name and/or password. How can I recover them?
Tap the "Settings" button in iBank Investor, then tap "Sign In" and finally "I lost my password...." Enter the email address associated with your account and tap "Send." We will send you an email that contains your login name and a link that you can click to reset your password.
Has iBiz been discontinued?
Yes, we discontinued development of iBiz and iBiz Pro on October 4, 2013. We will continue to offer support for these products for one year. You can read more about our decision on the Developers' Blog.
Is there an upgrade from the stand-alone version to iBiz Pro?
Yes, please speak with customer support to receive a coupon code for $40 off your purchase of iBiz Pro (proof of iBiz stand-alone purchase is required).
Can iBiz help me track inventory or payroll?
No, inventory and payroll tracking features are not included at this time.
How do I add my logo to an invoice or statement?
Choose iBiz > Preferences and click the "Invoices" tab. Under the "Company Logo" section, click the "Browse" button and choose the image file you want to use for your logo. Close the preferences window, click "Templates" on the toolbar, and click the "+ Template" button to create a new invoice or statement. Choose either the "Simple Invoice" or "Frogband" invoice template, or the "Statement" statement template to be sure your logo is included. After the template has been created with your logo, you can edit it to suit your needs. Please note that your logo can only be added automatically when you first create a template; any subsequent changes will need to be made by hand.
How do I update my company information on a template?
To change any aspect of an existing template, including company information, you will need to edit that template manually (the company info you set in iBiz preferences is only applied to new templates you create). Click "Templates" on the toolbar, select the template you want to edit, and click "Edit." Adjust your company details as needed, then click "Save" to save the changes.
How do I move iBiz to a new computer?
Launch iBiz, choose File > Backup, and save your backup file to the Desktop. On the new computer, download, install, and register iBiz, then copy the backup file from the old computer to the new. In iBiz, choose File > Restore, select the backup file you just copied, and check "Restore client information to Address Book." Click "Open" to complete the restoration, and you can resume using your iBiz data.
iBiz crashes after it's been running for a while. How do I fix this?
Please download and install the latest iBiz update from our website. This issue was addressed in version 4.1.4.
My iBiz clients are showing question marks after moving to iCloud. How do I fix them?

In some cases after the installation of iCloud, iBiz clients may lose their association with their corresponding Address Book cards. This only happens if iBiz is open and running when the Address Book data is uploaded to iCloud. If iBiz is closed when contact sync is turned on, then the issue can be avoided.

If the iCloud sync has already completed and iBiz is showing duplicates of all clients, please choose File > Backup to create a backup of your iBiz data. The duplicates can be fixed without data loss by deleting the ones that do not have question marks on them first, then re-associating the remaining clients with Address Book. It is crucial that you FIRST delete the duplicate clients that show solid icons (without project data inside), and THEN re-associate the original clients that show question marks over their icons (with project data inside). If you re-associate the original clients before you delete the duplicates, then both clients will be attached to the same client card in Address Book, and deleting one of the duplicates at this point will cause the project data for both clients to be deleted. If two clients are pointed to the same Address Book card, relaunch iBiz to break the Address Book association for one of the clients so that you can safely delete it.

Has iBiz been discontinued?
Yes, we discontinued development of iBiz and iBiz Pro on October 4, 2013. We will continue to offer support for these products for one year. You can read more about our decision on the Developers' Blog.
How many people can use iBiz Pro?
The basic iBiz Pro package includes two iBiz Client licenses, which allows two users to connect to iBiz Server at the same time. Additional iBiz Client licenses can be purchased for $39.99 each. The total number of users that can connect simultaneously is limited only by your network bandwidth!
Why can't I establish a remote connection to the server?
If you have configured iBiz Client to connect to iBiz Server remotely, and you have double-checked that the IP address and port settings are correct, then your firewall configuration may be interfering with the connection. You will need to configure the router on the server's network so that ports 5345-5351 (TCP only) are open to incoming connections. In addition, you will need to forward the same range of ports (5345-5351) to the Mac that is running iBiz Server, so that the incoming connection request can reach iBiz Server. This typically requires that the computer running iBiz Server be assigned a static IP on the local network. Each router has its own procedure for configuring these options. For assistance with changing the firewall and port forwarding settings, please refer to your router's manual and/or consult with your network administrator.
Has iPaste been discontinued?
Yes, we discontinued development of iPaste on October 4, 2013. We will continue to offer support for this product for one year. You can read more about our decision on the Developers' Blog.
Does iPaste run on Lion?
Yes! iPaste works fine with Lion. The only known issue at this time is that iPaste hotkeys do not work when applications are running in full-screen mode.

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