Fix common problems in AceMoney Studio

Find your symptom below and follow the fix. Text in bold is what the app shows. The last section says how to reach support.

The app will not open, or opens to a blank window

Quit fully and open again. If you just updated, Studio may have put the previous version back after a failed start; your document is untouched.
If the document you last had open cannot be found, Studio says so and opens the default document. If the welcome page shows No document open, press Continue with the default document. Then open your file with File ▸ Open… or Open Recent.
If it still fails, note the version and your operating system and contact support.

“This document is already open”

This document is already open (in this app or another window). Close the other Studio window on this computer.

This document is open on another computer (…). The file is on a shared drive and open elsewhere. Close it there; never open one document from two computers at once.

Can’t verify this document is closed. Studio found a record of the document being open but could not check that program. If it is closed everywhere, press Open Anyway.

“This document appears to be damaged”

Open Tools ▸ Check Document… (or Settings ▸ Document ▸ Check document…) and press Repair all safe. If the document will not open at all, restore the latest good backup with Settings ▸ Document ▸ Restore…; a Before restore backup is taken first. A document that syncs with AceMoney Cloud cannot be restored over. See Document Doctor and Backups and restore.

“This document was last used with a newer version of AceMoney”

Update this computer, then open the document again. Nothing was deleted; a backup was taken before the older version opened it.

I cannot open my encrypted document

Incorrect password. Check caps lock and the keyboard layout. If you cannot remember it, choose Forgot password? Use a recovery code and enter the code you saved.

That recovery code is not valid for this document. Codes are per document and change with every password change; use the latest one.

Without the password and the recovery code, nobody can open the document. See Protect a document with a password.

An import fails or brings in the wrong thing

Couldn’t open the file. Copy the file to a local folder and try again.
Unrecognized file type “…”. Choose an AMJ, JSON, XML, QIF, OFX, QFX, OFC or CSV file (and, from version 1.2, a Microsoft Money MNY file).
This file isn’t a recognized AceMoney export. Open the AceMoney Classic .amj file itself, or export the whole database (JSON or XML), not a report.
This document already has accounts. Import creates a fresh document — open or create an empty one first. Use File ▸ New Document, then import.
The free-tier limit (3 accounts) was reached — the remaining accounts in this file were not imported. This happens with a bank file that holds several accounts. What was created stays. Unlock, then import again; duplicates are skipped. An AceMoney Classic file always comes in whole, with the accounts past 3 read-only.
An account in this file is read-only on the free version, so its transactions were not imported. Choose Keep editable… on the Accounts page (once every 30 days) or unlock, then import the file again.
This Money file has a password (from version 1.2). Enter the password you set in Microsoft Money; Studio does not keep it.
Dates or amounts came in wrong. Set Date format and Decimal separator in the import options and check the preview before Confirm & Import.
Rows under Treated as duplicates (not added): already exist and are never added twice.

See Import data into AceMoney Studio.

A balance looks wrong

A credit card shows a negative balance. That is how Studio stores money you owe; enter a card’s opening balance as a negative number.
The Register balance differs from the Accounts page. A search or filter is on (Showing … of …, Full account (filter not applied)). Select the ✕ (Clear search & filters) next to Filters, or open Filters, choose Clear all, then Apply. The bottom Balance is always the whole account.
An investment account shows more than its cash. Its balance is cash plus holdings at market value. To show cash only, turn off Add investment value to account balances on the Currency & Quotes tab.
A total shows ≈ or “Mixed currencies”. A rate is missing and that currency was converted 1:1. Choose a Base currency and press Update exchange rates on the Currency & Quotes tab.
A transfer is doubled or missing. Edit it from the account it was entered in (Go to account); a split line that transfers is edited on its source side.
A split does not add up. Check Document lists it under Needs your review; open the transaction and adjust the lines until Remaining is zero.
A report ignores some months or transfers. Check Period; Include transfers is off by default (it starts on in Account balances).

Quotes are not updating

No investments are set up for auto quote download yet. Edit each investment, turn on Auto-download quotes and pick a Quote provider other than None — manual only.
A source marked (needs a key) is chosen but no key is entered under Market data on the Currency & Quotes tab.
Price as of …, not today means the source had no newer price; wait for the next trading day or switch sources.
No active match for ‘…’ on any configured source. The symbol may be delisted or on another exchange; enter the price by hand.

Exchange rates will not update

Couldn’t reach the exchange-rate service. Try again later. Check the connection and retry. Choose a base currency first. and Every account is in …, so there is nothing to convert yet. mean there is nothing to convert yet.

Bank feed errors

Connect refuses the token. A SimpleFIN setup token works once; get a new one with Get a SimpleFIN token ↗.
SimpleFIN reported: … The bank login on SimpleFIN’s side needs attention; fix it there, then Sync now.
That didn’t work — please try again. A temporary failure; press Sync now again.
A new account from the feed starts at zero. Edit it and set the Opening balance to match the bank.
The Unlock AceMoney Studio dialog appeared after matching. The Free version keeps 3 editable accounts; what was created stays.
From version 1.2, Settings ▸ Connections ▸ Bank connections shows each fed account’s last update and what to do: sync again, Reconnect, or Import a file from your bank.

See Bank feeds.

My license key is not accepted (computers)

Message	What to do
Couldn’t reach the licensing server — check your connection and try again.	Connect to the internet; check a firewall or proxy.
No license matches — check the key for typos.	Paste the key from the e-mail; it starts with `AMS-`.
This looks like an AceMoney Classic serial number.	Studio needs the `AMS-` key. Classic owners get the founder price at www.mechcad.net/upgrade/.
That purchase email doesn’t match this license key.	Use the exact address you bought with.
All seats on this license are in use…	View all seats on this license and Release a computer you no longer use, or contact support.
This license has been revoked or refunded.	Contact support if that is wrong.
This license has reached its activation limit — contact support to continue.	Contact support; the limit is raised for you.
Too many attempts — wait a minute and try again.	Wait a minute.
This license doesn’t cover updates as recent as this build…	Your updates period ended before this version; see Keep AceMoney Studio up to date.
Something went wrong on our end — it’s not you.	Try again later; if it persists, contact support.

Give support the purchase e-mail and the last four characters of the key only.

An update failed or the app went back to the old version

Settings ▸ Software Update shows why: A recent update failed to install and won’t be retried…, Updates may be blocked… or Updates are currently unavailable. Your document is untouched. See Keep AceMoney Studio up to date; on a work computer, ask for the app to be allowed through the filter.

My phone purchase is not recognized

AceMoney Studio Mobile is coming from version 1.2. Once it is out: sign the phone into the store account you bought with, then Settings ▸ Account ▸ Unlock ▸ Restore purchases. An Android purchase does not carry to an iPhone, and a license key for computers does not work on a phone. See AceMoney Studio on your phone and tablet.

I have run out of accounts on the Free version

The Free version keeps 3 accounts you can edit; the others stay readable but read-only. Keep editable… on the Accounts page chooses which 3, once every 30 days. To edit them all, activate or buy an AceMoney Studio license from the Unlock AceMoney Studio dialog. An account you no longer need can go to the trash with Delete account and come back from View trash when a slot is free.

Reminders never appear

Reminders show on computers only, while Studio is open, for the open portfolio, and only for schedules whose Reminder lead days is 1 or more. Check Settings ▸ Account ▸ Reminders: Not yet enabled → Enable reminders; Declined → allow notifications for Studio in your operating system; Unavailable on this system → no notification service is running; Not installed (Windows) → install Studio with its setup program.

I deleted something by mistake

Within a few seconds: Undo on the “moved to trash” message, or ⌘Z / Ctrl+Z.
Accounts, categories, payees and schedules: View trash on their page, then Restore.
Transactions: Undo only; otherwise restore a backup (you lose changes made since it).
Tags and banks are deleted for good.

The Register shows fewer transactions than expected

Select the ✕ (Clear search & filters) next to Filters, or open Filters, choose Clear all, then Apply. Also check Hide reconciled. If the list is empty although the balance is right, switch to another account and back.

Common questions

Why is there no Save command?

Everything is saved as you go. ⌘S / Ctrl+S only shows Everything is saved automatically — no action needed.

Can I move my document to a new computer?

Yes: File ▸ Save a Copy As… onto a drive or cloud folder, then File ▸ Open… on the new computer. Backups are not part of the copy. See Documents and files.

Is a File ▸ Export Everything… file protected?

No (from version 1.2). Export Everything… writes one readable file plus attachments. The export is not encrypted, even for an encrypted document: anyone who can open the folder can read your data. Keep it somewhere safe.

Troubleshooting

Before you write to support, gather:

The platform and version (Settings ▸ Software Update ▸ Installed, or About AceMoney Studio in the top bar).
What you did, what you expected and what happened, with the exact message.
A screenshot with account numbers hidden.
For a license: the purchase e-mail and the last four characters of the key. For a website order: the order reference.
For a damaged document: what Check Document reported and the date of your last backup.

Then open a ticket on the support portal (opens in a new tab) or e-mail support@mechcad.net. Store purchases are refunded by Apple or Google; for a website purchase open a Request a refund ticket. Do not send your document or a bank statement unless support asks.