get connected with a live representative to troubleshoot and if necessary, open a trouble
2) The original transactions were deleted:
If you have missing transactions because they have been deleted, you can enter them
manually by using the "Pending Transactions" pane. You can then manually clear them. (See
answer Creating Manual and/or Pending Transactions)
31. I am getting an authentication error, what should I do?
The Federal Financial Institutions Examination Council (FFIEC) has required that all
financial institutions implement multi-factor authentication into their login process by the end
So that we can interface with this correctly, we need to securely capture both the security
questions and answers, along with any other validation steps, such as an image verification or
on-screen keyboard, that are used for this financial institution.
In order to complete the resolution for this trouble ticket, we will need you to complete a
Provide Authentication Information form.
1. Login to the application.
2. In the Spending Accounts section on the lower-left, click Manage.
3. In the window that opens in the lower-right area click the link "Click here to provide
additional authentication information."
4. Fill out all the appropriate fields. Be sure to describe additional login information and
special instructions. If the information does not fit into the first field, then continue into the
IMPORTANT: All of the security questions and answers are vital to the resolution of this
issue. If information is missing, the resolution of the issue will be delayed.
5. Click Submit.
6. Make note of the day and time.
7. Chat with product support to inform us that you have submitted this form. To chat with a
customer service representative you can click on the Support icon within the application. On
the support page, click on Live Chat. Enter the details and get connected with live help. They
will need the date and approximate time of submission.
Once we receive this information, our engineering department can customize our software
script to include the proper handling of your additional login information. This will then
allow you to connect your financial institution to our application without any issue.
32. Why do I need to manually authenticate each time I want my
transactions to download? OR How do I authenticate my accounts?
Some financial institutions use a multi-factor authentication process that we cannot
automatically interface with. Unfortunately, this requires a manual authentication process.
Here is the process to authenticate your accounts:
1. You should see an exclamation mark next to the accounts which should be authenticated.
Click on it. (Sometimes you get the Account Notification as soon as you sign in your
2. You should then get the Account Notification alert.
3. This alert will ask you, 'Would you like to attempt authentication?'
4. Click on Yes.
5. If you have setup security questions at the bank's website, you will be asked security
question(s). If your financial institution has setup to send an activation code to your email
address, you will receive an activation code in your email. If there is any image setup, you
will be shown the image to identify. These security measures would depend on different
6. You need to either answer the security questions OR enter the activation code OR identify
7. Once you click on Submit, the accounts would authenticate and you would receive all the
transactions in the application.
33. What is the funding plan?
The Funding plan is designed to help you see how you will meet your monthly funding
goals on a paycheck-by-paycheck basis. Sometimes, the funding plan is referred to as a
paycheck profile beacuse you are planning how each paycheck will be funded in order to
meet your spending plan goals.
Creating a Funding Plan: The Monthly View of your Spending Plan is the same as your
Funding Plan, so you will need to be in the 12 Month View to take advantage of the
functionality of the Funding Plan. If you are in the Monthly Average View, switch to the 12
month view from the drop down menu by clicking on "View" and then clicking on "12 Month
Once you are in the 12 Month View, select the month that you wish to create a Funding Plan
for, and click the "Funding Plan" button. The Funding Plan window will appear.
Your monthly funding amount will be listed in the first column, and each of your pay dates
for that month will be displayed in a separate column. (This is based on the income
information you entered in your Spending Plan.)
Click on any cell to edit it so you can allocate exactly how each paycheck will be spent.
When you're finished, click "Save." You'll be asked whether you want to save the plan “for
this and all future months”, OR “for this month only”.
If you have regular paychecks and pay periods, you may find it helpful to save the plan for
"this and all future months."
After you have saved your plan for all future months, you can still edit some months
individually. For example, if you get paid weekly or every two weeks, you will have an
"extra" paycheck in some months. Your income for some months may also be different if you
receive an annual bonus or a holiday gift, or if you receive some periodic income.
You can open the profile for any unusual months, edit it, and save it using the "save for this
month only" option.
You can also create a funding profile from within the funding (or income deposit
options) window. To do this,
1. Click on the Fund icon
2. Fund the amounts you want in the envelopes for the profile you are creating
3. Click on the "Save Profile" button in the upper right hand corner of the funding (or income
deposit options) window
4. Enter a name for the profile
5. Click on Save
If you have the amount of your profile available in the Income Cash Pool, you will be able to
click on "Fund" and actually fund the entered amounts into the envelopes.
34. How do I reconcile my accounts?
To reconcile your accounts:
1. Click on the respective account listed under Spending Accounts pane. In the account
register, select the "Reconcile" option at the top of the account register.
2. You will need to enter required details in the provided fields.
3. If you are reconciling Checking account, you will be asked to enter the beginning balance
and the ending balance that appears on your statement. If you are reconciling credit card
account, you will be asked to enter Charges, Cash Advances, Payments, Credits and Ending
4. Click " OK".
You will see the transactions that were downloaded into the application within the dates
selected. You will have the option to check or uncheck the transactions as you find (or do not
find) them on your paper statement.
Reconcile tip: Remember that transactions will usually not download into the
application until the day after they clear the bank.
Alert: Once an account is reconciled, it cannot be unreconciled, so please use caution as
you reconcile your account.
35. Mvelopes mobile
In order to use Mvelopes Mobile, you will need:
an internet-enabled mobile phone or hand held device that supports WAP 2.0 or
native internet browsing (most internet-enabled mobile phones now meet this
a data plan on your internet-enabled mobile phone or hand held device*
We also recommend a minimum screen size of 128 x 128 pixels to avoid formatting issues.
The mobile access is free to all subscribers, there is no registration necessary. Once you have
set up the application on your computer, you can access your information via your internet
enabled mobile phone or hand held device.
To get started, simply enter the URL m.mvelopes.com
into the browser on your mobile
phone or hand held device. To log in, enter your Mvelopes username and password just as
you would from your computer.
36. Mobile features and capabilities
Once you have logged into the application on your mobile phone, you have the ability to:
Set your preferences
View envelope balances
View account balances
View and assign new transactions
View and match pending transactions
Enter manual transactions
Perform envelope to envelope transfers
Assign account to account transfers
* Regular charges for internet usage on your mobile phone may apply. Contact your mobile
phone service provider with specific questions about your phone or your plan and any related
charges for accessing the internet via your phone.
37. Why hasn't the bill I scheduled to be paid in Bill Pay actually
To resolve this issue, you need to chat with product support. To chat with a customer
service/product support representative, you can click on the "chat live" button at the top of
this window, or you can click on the Support icon within the application. On the support
page, click on Live Chat. Enter information about the isue you are having (i.e. bill not paid)
and get connected with a live representative.
38. What is the Spend Plan?
Your Spend Plan (also referred to as the spending plan) is a map of how you intend to spend
your money each month. This should include monthly and periodic spending requirements,
debt reduction, as well as savings and investments. The Spend Plan icon will launch the
spending plan window where you will enter the amounts of your various incomes, create your
spending plan, and enter your funding, or income allocation, plan. It is essentially your
budget - where you plan to spend your money for that month.
To make changes to your Income, spending plan, or funding profiles, you will need to enter
the spending plan context by clicking on the Spend Plan icon
in the tool bar at the top
of the page.
Once the Spending Plan window is open, simply make the desired changes and click "Save."
Whichever view you are in—the Monthly Average View or the 12-Month View—will
automatically become the default view the next time you open the spending plan.
39. How do I use a HELOC account as my primary spending
Note: Our application is primarily designed to handle funding from deposit accounts or actual
cash, just like the traditional envelope system. The following article provides work arounds to
allow funding from a source of credit. This is not our recommendation but we have chosen to
make this information available to address questions related to funding from sources
A HELOC (Home Equity Line Of Credit) is essentially a line of credit homeowners can draw
from in the form of checks, special credit cards or other means. Depending on what you
would like your Income Cash Pool to represent, the application can handle a HELOC
spending account in one of two ways:
(1) If you prefer your Income Cash Pool to represent all of your available credit, you'll
need to create a manual deposit into the HELOC account that reflects the amount of
credit you have available. Here's an example of how it works:
1. Let's say you start with $10,000 in available credit. First make a manual deposit into the
HELOC account for $10,000 and assign it to the Income Cash Pool envelope:
2. Next adjust the Starting Balance by a negative $10,000 (the financial institution that you
have the HELOC with does not owe you $10,000, you owe them $10,000). This will force the
online balance to match the register balance, thus giving you a more accurate picture of your
3. All HELOC purchases will post inversely (oppositely) in the Money For
envelope. However, this creates a situation where the "Money for HELOC" envelope
inaccurately tracks the amount of money you intend to pay back on the loan each month. To
correct that, create a separate envelope to assign payments you make to the HELOC account.
4. The custom envelope you created has the same purpose as the Money For envelope, but
since all transactions post inversely in the system Money For envelope, there will be an extra
step required to keep your balances accurate. First, ensure your intended payment amount is
funded to your custom envelope. When you make a payment to the line of credit, assign both
the payment from checking and the deposit to the line of credit into your custom envelope.
This will update the balances in your Spending Accounts Register. To get the funds out of
your custom envelope, which have already been spent, transfer the value of the payment out
of the custom envelope and into Money For: Line of Credit.
(2) If you prefer the Income Cash Pool to represent the amount of credit you intend to
use in the current month, the second method may be more to your liking. Here are the
steps to make it work:
1. First, create a manual deposit reflecting the amount of credit you intend to make available
during the current month and adjust the HELOC Starting Balance accordingly.
2. Everything else when using this method is identical to the previously mentioned method.
This means that the "Money for HELOC" envelope will still be inaccurate, so you'll need to
create a separate envelope to allocate payments made to the HELOC account. So again, if
you plan on using $500 of your available HELOC credit in a given month, make a manual
deposit to the HELOC account for $500. Then to make the register balance match the online
balance, simply adjust the HELOC spending account Starting Balance.
Once you are done using credit as a source of funding:
You'll notice the Money For envelope will stay negative by the original amount of the deposit
we created in step 1. Once the line of credit is paid off, you'll need to delete this deposit,
which will bring your Money For envelope up to zero at this point, then adjust your line of
credit starting balance back to its original value (increase by amount of the deposit you
To create a manual transaction:
1. Go into the "New Transactions" folder.
2. At the bottom of the New Transactions screen locate the "Pending Transactions" section.
3. Click "New" underneath the word "Pending," enter a payee (deposit from HELOC), select
an envelope (Income Cash Pool) and enter the amount you plan on using (or the amount of
credit you have available).
4. Select the HELOC as the account and then click "Save."
5. You can adjust the Starting Balance by double clicking on the "Starting Balance"
transaction and adding the difference to the original Starting Balance and clicking "Save."
For example: If the original Starting Balance is -$200,000 and you intend to use $500 of
your credit for spending, you would double click on the "Starting Balance" and edit it to
40. What type of accounts should be visible in the spending
The Spending Accounts section only shows spending accounts (accounts you can spend
from): Checking, Savings, Credit Card, Line of Credit, and Cash accounts. Accounts such as
loans, investments, and mortgages are only seen in the Net Worth summary. To deal with
these accounts, create a new envelope for each of these accounts, and treat them like any
To access your Net Worth summary, click on Tools>Net Worth.
41. I recently returned a purchased item back to the store and now I
have received a deposit to my account. Where do I assign this
Simply assign the deposit transaction reflecting the returned item into the envelope in which
the original purchase was assigned. For example, if you returned an item of clothing, you
would put the refund transaction into the clothing envelope because this money was spent
but returned to you, and therefore can be considered money that was not spent from that
category. The deposit transaction will void the original purchase transaction.
42. What is the Income Cash Pool and what does its Balance
The Income Cash Pool is essentially a "holding" envelope, where you can store your
paycheck or other income until you are ready to fund (divide it) to your spending envelopes.
The Income Cash Pool balance represents unassigned money; that is, money that has not been
funded to your individual envelopes (i.e. groceries, clothing, mortgage, etc.).
Bonuses or unplanned income should also be assigned to the Income Cash Pool so that you
can determine where you would like to fund (and spend or save) this income.
43. How are the balances displayed in the Spending Accounts
The balances displayed in the Spending Accounts Register are the sum of all assigned
transactions. They are not the balances provided directly by your financial institution. Online
balances can be seen in the Net Worth option, Account Manager window, and in the account
register under Online Balance field.
Once all transactions have been assigned, the balances displayed in the Spending Accounts
Register should be correct unless you have pending transactions at your financial institution
that have not yet cleared and downloaded into the application.
44. I cannot see the entire application window, what can I do to
resolve this issue?
This issue is usually related to the screen resolution being set too low. Yours is likely set to
800x600 pixels or lower.
For Windows users:
1. Click Start > Settings > Control Panel.
2. Double-click on the Display icon.
1. Right click on a blank area of the desktop.
2. Left click on Properties option.
3. Click the Settings tab.
4. Move the Screen Area slider to select the resolution. You can move it upto 1024X798.
5. Click the Apply button.
6. Click the OK button to confirm the change.
7. Click the Yes button if you want to keep the setting.
Note: If you cannot see the screen wait 15 seconds and it will revert to the previous settings.
8. Click the OK button.
For Windows XP users:
1. Click Start > Control Panel.
2. Click on Appearance and Themes.
3. Click on Display icon. This will bring up “Display Properties” with “Settings” tab.
4. Click the screen resolution slider bar and drag it one click to the right, so that the setting
shows 1024x768. Click OK.
There will probably be two prompts that you need to click to confirm. Once that is complete,
switch back to the application. You may need to sign out and sign back in the application.
For Windows Vista Users:
1. Open Display Settings by clicking the Start button Picture of the Start button
2. Click Control Panel
3. Click Appearance and Personalization
4. Click Personalization
5. Click Display Settings
6. Under Resolution, move the slider to the resolution you want, and then click Apply.
1. Right click on your desktop
Documents you may be interested
Documents you may be interested