The Institution Outages Dashboard is intended to help keep you informed about data feed outages our data provider, Yodlee, has reported to us or that we've observed by talking to other customers.

The dashboard is part of our proactive troubleshooting around account connection errors, missing transactions, and staying updated on the latest ETA for an issue's resolution. 

Reasons you may check the dashboard: 

  1. To understand why you can't connect (or reconnect) an account.

  2. To understand why you're missing data for a specific account.

  3. To get details about the issue type for an outage.

  4. To get information on when you can try again. 

  5. To get the latest updates on the issue.

These are global outages that affect many customers and some or all account types for the institution. The dashboard will indicate the name of the institution, date that the issue started, a tentative ETA for the fix, as well as the date of the last update we received from Yodlee, and the issue description.

Issue Description Types

Site Temporarily Unavailable - the site is down temporarily and you will not be able to refresh or connect.

Actions:

  • Please continue to monitor the Outage Dashboard until the institution is no longer on the list.

  • If you continue to have issues refreshing or adding the account after the institution has been removed from the list please reach out to us via the Messenger/Chat tool in the lower right corner of this page.

Technical Error - the site is down temporarily and you will not be able to refresh or connect.

Actions:

  • Please continue to monitor the Outage Dashboard until the institution is no longer on the list.

  • If you continue to have issues refreshing or adding the account after the institution has been removed from the list please reach out to us via the Messenger/Chat tool in the lower right corner of this page.

Site Layout Change - the site is down temporarily and you will not be able to refresh or connect.

Actions:

  • Please continue to monitor the Outage Dashboard until the institution is no longer on the list.

  • If you continue to have issues refreshing or adding the account after the institution has been removed from the list please reach out to us via the Messenger/Chat tool in the lower right corner of this page.

User Action Required - the bank site has made a change that requires you to take action to continue refreshing your account.

Actions:

  • Please log in to the bank site directly to see if you're prompted to accept new terms of service or update your profile/contact information.

  • Navigate through all pages/areas of the bank's site to see if you're prompted to do something.

  • Confirm that your contact information for the bank site is correct.

  • It might also be that the site is now requiring multi-factor or two-factor authentication to refresh.

  • Contact your bank's technical support team and ask them if there have been recent changes that would affect access by 3rd party tools and services.

  • If none of the above help, please let us know and we can reach out to our data provider for more information.

Permanently unavailable - our data provider has recently disabled support for the institution.

Actions:

  • You will no longer receive automated feeds of transactions and balances for this institution

  • You can manually import your bank data for these institutions

How to use the Institution Outage Dashboard

  1. Open the dashboard found here.

  2.  Review the list of alphabetized Institutions to see if yours is on the list

  3. Review the start date, tentative ETA, and last updated date

  4. Try updating the credentials for a connected account or adding the account again on the ETA date. 

  5. If you're still having problems updating it on the ETA date, check the dashboard again to see if the ETA has been pushed. 

Note: press CTRL + F (CMD + F on Mac) to search for your institution.

Notes about ETAs of issues

The ETA for the fix, as well as most other data in this dashboard, is provided by our data provider, Yodlee, and is automated into this dashboard. In our experience, the ETA for a fix can continue to get pushed. 

If the ETA for an issue has passed, and there is also no recent update about the issue, it is our understanding that it is still ongoing. 

If you find this is the case for an issue with one of your institutions (the ETA was more than a week ago and there has been no recent update) please let us know by emailing support@tillerhq.com with account specifics and we can contact them to try and get more information.

If there is no ETA for a listed issue, it is likely one that we've manually added based on a high number of customers experiencing issues, but Yodlee hasn't reported it as an outage yet. 

Types of Issues that Cause Global Outages

The most common cause for a global outage for an institution is when the institution (e.g. Bank of America, Discover, Amex) changes their banking site's layout, which requires our data provider to adjust the integration with that specific bank so they can continue accessing the transactions and balances. 

Sometimes banks also improve their security mechanisms by requiring all customers to turn on multi-factor authentication, sometimes in the form of two-factor authentication. These types of security changes can also require our data provider to re-work integrations. 

The fix for these issues varies from weeks to months.

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