Customer Support

At IGG Software, we pride ourselves on providing first-class customer service via our website and live chat.

It's as Easy as 1-2-3

So that we can better assist you, please follow each of these steps to resolve your issue.

1. Read Frequently Asked Questions

Check here first for the most common problems and their solutions.

  • The Banktivity 5 User Manual is available for download on the Banktivity product page. The same information is available under the Help menu in the Banktivity 5 app. We also have a series of video tutorials available for Banktivity 5.
  • Information about configuring syncing for Banktivity for iPad, Banktivity for iPhone, and Banktivity Investor can be found in the Banktivity 5 manual.
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.

Email:
We don't charge for upgrades until we release a full unit incremental release. For example, upgrading from Banktivity 5 to Banktivity 5.1 is free, while 4.x to 5.x requires purchasing an upgrade license.

To download the latest version, go to the Banktivity product page and click the download button. The app will run in trial mode if you are not registered, or it will recognize that you already registered and you will be ready to go!

Note that iOS apps can only be updated through iTunes, and we are unable to offer discounts for these apps.
We don't ship any physical products. After purchasing, you will receive an email containing your registration code. Download Banktivity from our website and enter your registration code to unlock the trial restrictions.
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.
Yes! Banktivity 5 is our only Mac app that is currently being developed, and we ensure it is fully compatible with macOS 10.12. Older versions of our software such as iBank 4 have not been extensively tested under Sierra and may not perform reliably. iBiz does not run under Sierra.
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.
Possibly. Please use our contact form to submit your request and we will certainly consider it. Many of our programs' features are a result of user feedback.
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 via live chat or our contact form, 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.
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.
No, we develop software exclusively for Mac OS X, iOS, and watchOS.
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.
No, we offer customer support via live chat, email, and online support articles. 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.
Video tutorials for Banktivity 5 are available on our website: click here to view them.
The Banktivity 5 User Manual is available for download on the Banktivity product page.
The help files accessible from the Help menu in Banktivity 5 contain the same information as the PDF manual. We do not sell hard copies of our manuals.
Upgrades from to Banktivity 5 are $29.99 for all licensed users of iBank 4, but upgrade discounts are only available if you purchase Banktivity 5 from the IGG store. Download Banktivity 5 from our website, install and launch the app, then go to the Banktivity menu and choose "License" for more information.

Download version: Enter your name, email address, and license code exactly as they appear in the email receipt you received after purchasing Banktivity from the IGG Software website. If Banktivity 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 menu on the left 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 Banktivity 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 Banktivity 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 Banktivity does not accept your code, please try entering D's in place of any zeros.

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

Yes! We are pleased to announce that our new Banktivity Cloud Sync service is now available. Keep your documents in sync between all of your Macs and mobile devices, seamlessly. All you need to get started is a free Banktivity ID.
As in previous versions of Banktivity, 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). Banktivity 5 also offers 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 Banktivity successfully. For more information about the different download methods available in Banktivity, see this page.

Not all financial institutions offer direct download service. If your bank is not listed within the Banktivity 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 Banktivity. Launch Banktivity, choose "Preferences" from the "Banktivity" 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 Banktivity, and replace your Banktivity application with the new one that downloads in your web browser.
  2. If you have the current version of Banktivity 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 Banktivity, launch the "Keychain Access" application from Launchpad (or Applications/Utilities/Keychain Access), search for passwords named "Banktivity OFX Password," double-click each one to determine whether it pertains to the Banktivity account in question, and delete any passwords for that account. Launch Banktivity, 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 Banktivity 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 Banktivity account with a different type. If the bank expects a credit card account, for example, and you have set up a checking account in Banktivity, this can interfere with direct downloads. Delete the account and create a new one; when you configure direct download during the setup process, Banktivity 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 Banktivity, we recommend downloading the complete transaction history from your bank's website and importing that into Banktivity. Direct download can then be used for incremental updates going forward.

To record a transfer of funds from one Banktivity 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.

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 2015 for Mac and Quicken Essentials are slightly different - see the next question for these):

  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 Banktivity on a different computer than Quicken, copy the QIF file that you just exported to the computer with Banktivity.
  4. Launch Banktivity and choose File > New Banktivity 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 Banktivity document, then drag and drop the QIF file onto the box that says "drag file here."
  7. If Banktivity 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! Banktivity will recreate all of your accounts, transactions, categories and investments, even if you have many years of Quicken data.

Follow these steps:

  1. Launch Quicken.
  2. Review your category names. If any names are longer than 55 characters, please abbreviate them (they can be restored in Banktivity 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 Banktivity and choose File > New Banktivity Document.
  5. Click "Import," click "Import from Other Software," then choose "Quicken 2015" or "Quicken Essentials" and click "Continue."
  6. Follow the prompts to name and save your Banktivity document, then drag and drop the QMTF file onto the box that says "drag file here."
  7. Finally, you will have the opportunity to verify your account names, types, and currencies before the import is complete.


That's it! Banktivity will recreate all of your accounts, transactions, categories, and investments, even if you have many years of Quicken 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? Banktivity 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 Banktivity.
  3. Do your Quicken balances include scheduled transactions? Banktivity cannot import scheduled transactions.
  4. Do any of your accounts contained linked transfers? Check and see if duplicate transactions were created during the import (Banktivity does everything it can to avoid this, but sometimes duplicates will still sneak through).
  5. Did you download security quotes in Banktivity 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.

Banktivity 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 Banktivity manually. To access the price history for your securities, select "Securities" under the "Manage" section of Banktivity'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 Banktivity 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.

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 Banktivity. 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!

No, Banktivity for iPhone must be purchased separately. It is available for $9.99 exclusively on the iTunes App Store.
Yes, Banktivity Cloud Sync makes it easy to keep your financial data in sync between all of your devices. More information about syncing with Banktivity for Mac is available in the Banktivity 5 User Manual.
Yes, Banktivity for iPhone lets you create multiple documents and choose which ones you want to sync with your other devices.
Yes! As long as you have Banktivity 5 and Banktivity for iPhone, you can set up a document in Banktivity for iPhone that syncs with Banktivity on your Mac, then enable Direct Access using the gear button at the top right corner of the iPhone screen. Direct Access is an optional subscription service and is not required if you do not want to use it.
Banktivity's data is saved locally on your iPhone. Each document is kept in a separate file which you can back up and restore via iTunes. If you use our optional Cloud Sync service, an encrypted copy of your data is kept on our servers. You can delete this data at any time using features in Banktivity. For more information about data security, read our privacy policies.
Yes, Banktivity for iPhone includes budgeting tools that allow you to set targets for variable budget items, compare your budgeted vs. actual spending, and monitor your budget performance over time. Budgets can also be synced with Banktivity on other devices.
Yes, each document can be locked with a unique four-digit passcode to prevent prying eyes from viewing your data. You can also use Touch ID with Banktivity for iPhone if your device supports it.
No, Banktivity for iPad must be purchased separately. It is available for $19.99 exclusively on the iTunes App Store.
Yes, Cloud Sync makes it easy to keep your financial data in sync between all of your devices. More information about syncing with Banktivity for Mac is available in the Banktivity 5 User Manual.
Yes, Banktivity for iPad lets you create multiple documents and choose which ones you want to sync with your other devices.
Yes! As long as you have Banktivity 5 and Banktivity for iPad, you can set up a document in Banktivity for iPad that syncs with Banktivity on your Mac, then enable Direct Access using the gear button at the top right corner of the iPad screen. Direct Access is an optional subscription service and is not required if you do not want to use it.
Banktivity's data is saved locally on your iPad. Each document is kept in a separate file which you can back up and restore via iTunes. If you use our optional Cloud Sync service, an encrypted copy of your data is kept on our servers. You can delete this data at any time using features in Banktivity. For more information about data security, read our privacy policies.
Yes, Banktivity 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 can also be synced with Banktivity on other devices.
Yes, each financial book can be locked with a unique four-digit passcode to prevent prying eyes from viewing your data. You can also use Touch ID with Banktivity for iPad if your device supports it
Yes! Banktivity Investor is designed to sync with Banktivity for Mac so that you can keep track of your portfolio on the go. If you don't have Banktivity for Mac, no worries - you can still use Banktivity Investor as a stand-alone app for monitoring your investments.
No, Banktivity Investor currently does not include support for multiple currencies. If you have investment accounts in Banktivity for Mac that use different currencies, you can sync investments for one of those currencies only. To choose which currency syncs to Banktivity Investor, change the currency displayed in the summary pane in Banktivity for Mac prior to syncing.
No, Banktivity Investor is designed to show you market data on your current holdings only. Any cash that may be present in your investment accounts in Banktivity for Mac is not counted in Banktivity Investor.
We are able to offer Banktivity 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 Banktivity Investor that are linked to the same iTunes account will not be charged for disabling ads.
Tap the "Settings" button in Banktivity 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.

2. Search Support Articles

Check our knowledge base for solutions to common issues with Banktivity.

3. Get Personalized Help

Our support representatives are skilled technicians based in the USA.

Trouble with transaction downloads or bank connectivity? Click here to view known issues.


Currently, over 15,000 bank connections are working properly. A few are experiencing intermittent or temporary problems:

Direct Access:

  • KeyBank
  • RBC Direct Investing (Canada)
  • Wells Fargo

If your bank is on this list, we appreciate your patience as we work to resolve the issue as quickly as possible. You may need to refresh your bank connection once the issue has been resolved. If you do not see your financial institution here, please contact us using one of the options below so that we can assist you.

 

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State of Banktivity: Part 3, Search

June 8, 2016 | 24 Comments

One of the benefits of using Banktivity is being able to look up historical financial information. For example, the other day when we were prepping for a yard sale, we wanted to know how much we originally paid for a bicycle we were selling. No problem, I thought, I can just pull up Banktivity and… Read More

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