Reach support at support@ofxstatement.com. This page covers what to include so a statement problem can be diagnosed on the first reply, and answers the questions that come up most often.
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Email support@ofxstatement.com for anything about OFXStatement, including statements that did not extract correctly, billing and plan changes, and API access. Live chat is available on the site during working hours for short questions. If a statement converted incorrectly, attach the file and say which export format you used and where you are importing it, because that is usually enough to answer on the first reply.
Nearly every slow support thread is slow for the same reason: the first message describes the symptom without the document or the destination, so the first reply has to ask for them.
Extraction problems are nearly always specific to one statement layout. Without the file, any answer is a guess, and a redacted single page is usually enough.
QuickBooks, Xero, NetSuite and Quicken accept different formats and enforce different limits, so the right advice depends entirely on where the file is going.
Sign conventions on credit card statements and duplicate handling in CSV both surprise people. Saying what you expected separates a real error from designed behavior.
A password protected PDF cannot be read at all, and a transaction search export is not a statement. Both look like extraction failures and neither is.
One address covers everything, and the more specific your message, the fewer round trips it takes.
support@ofxstatement.com is the main route and the right one for anything involving an actual statement file, billing, or account questions.
Available on the site during working hours and usually quicker for short questions such as which plan includes a given feature.
Attaching the file that did not convert is the single biggest factor in getting a real answer immediately. Redact account numbers if you prefer.
For API access or volume above the published plans, include statements per month, number of accounts, and the destination system.
Aimed at a first reply that answers the question rather than asking for more detail.
If a scan or photo did not extract, image quality is the usual cause. Rescan flat and straight on with even light, and remove any PDF password.
Tip: A password protected PDF cannot be read at all.
The statement file, what you expected versus what you got, the export format you chose, and where you are importing it.
Tip: A redacted single page is usually enough for a layout problem.
Send it in one message with the file attached rather than describing the layout, which is difficult to convey in words.
Tip: Use chat instead for short plan or feature questions.
Say whether the file is going to QuickBooks, Xero, NetSuite, Quicken or a spreadsheet, since each accepts different formats.
Tip: Quicken needs the CSV route, not OFX.
In rough order of frequency.
Usually a scan quality issue, a password protected PDF, or an unusual layout. Sending the file is what makes this solvable.
Often a format mismatch between what was exported and what the destination accepts, or a line limit on the receiving side.
Which plan covers batch uploads, changing plans, and invoice questions.
Access for a pipeline, or volumes above the published plans.
Email support@ofxstatement.com. That address reaches the people who work on the product, and it is the right route for billing questions, plan changes, API access, extraction problems, and anything about a specific statement that did not convert correctly.
Email is the only support channel, and it is the right one for this product: anything involving an actual document needs the file attached.
Most support round trips happen because the first message does not contain enough to reproduce the problem. If a statement did not extract the way you expected, including these four things usually means the first reply is the answer rather than a request for more information.
| Include this | Why it matters |
|---|---|
| The statement file itself | Layout problems are usually obvious and fixable once the document has been seen. Without it we are guessing |
| What you expected versus what you got | Distinguishes a genuine extraction error from a format or sign convention that is behaving as designed |
| The export format you chose | OFX, CSV and Excel behave differently on signs, dates and duplicates |
| Where you are importing it | QuickBooks, Xero, NetSuite and Quicken each accept different files and enforce different limits |
If the statement contains client data you would rather not send, a single page with the account number and name redacted is usually enough to diagnose a layout issue, because what matters is the structure of the columns rather than the values in them.
Some things come up often enough that the answer is already written down, and reading it will be quicker than waiting for a reply.
If your statement did not convert cleanly and it is a scan or a phone photo, the cause is usually image quality rather than the bank. A photo shot at an angle, in shadow, or with the page curling loses whole columns. Rescanning flat and straight on with even light fixes most of these. A password protected PDF cannot be read at all and needs the password removed before upload. The bank statement extraction software page covers the failure causes in more detail.
If you are trying to get data into Quicken, the answer is probably not the one you expect: Quicken cannot import OFX, Excel, or PDF, and it will reject an OFX file renamed to .qfx because a genuine QFX carries a bank issued INTU.BID identifier. The route that works is CSV, through File then File Import then Banking Transactions then From (.CSV) File. Be aware that a Quicken CSV import does not check for or match existing transactions, so importing an overlapping period adds every row again.
If your question is which plan you need, the deciding factors are usually page volume per month and whether you need batch uploads. Bulk upload of up to 50 files, custom extraction templates and Financial Reports are Plus plan features and are not included on Starter. Current plans and limits are on the pricing page.
For API access, higher volume than the published plans, or questions about running this across a firm, email the same address and say what volume you are working with. The useful detail is statements per month, how many accounts, and where the data needs to end up, because that determines both the plan and whether the API or the batch interface is the better fit. The API documentation covers the technical side.
Plan changes, invoices, and cancellations are handled from your account billing area once you are signed in, and support can help with anything that is not self serve. If you are on a free tier and are unsure whether the paid plan will handle your statements, say so before subscribing: it is a better use of everyone time to look at a sample statement first than to process a refund afterwards.
Email support@ofxstatement.com. That is the only support channel, and for anything involving a specific statement it is also the best one, because you can attach the file, and the file is usually what makes the problem diagnosable.
Send the statement file, say what you expected compared with what you got, name the export format you chose, and say where you are importing it. Those four details are normally enough to answer on the first reply. If the statement holds client data, a single page with the account number and name redacted still shows the column structure.
The two most common causes are a password protected PDF, which cannot be read until the password is removed, and a low quality scan or angled phone photo, where whole columns become unreadable. Rescanning the page flat and straight on with even light resolves most image based failures.
Yes, and the answer is often unexpected. Quicken cannot import OFX, Excel, or PDF, and it rejects an OFX file renamed to .qfx because a real QFX carries a bank issued INTU.BID identifier. Use CSV through File then File Import then Banking Transactions then From (.CSV) File, and note that a Quicken CSV import does not match existing transactions, so overlapping imports duplicate.
Email support@ofxstatement.com and include your expected volume in statements per month, the number of accounts involved, and the system the data needs to reach. The API documentation covers authentication, submitting a document, and retrieving the extracted transactions.
Plan changes and cancellations are handled from the billing area of your account once you are signed in. If something is not available there, email support and it can be sorted out directly. If you are unsure whether a paid plan will handle your statements, ask before subscribing rather than afterwards.
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Why an extraction fails and how to fix it.
How we compare against other converters.
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