If your institution is experiencing an outage or you're waiting for our data provider to fix an issue with your institution you should plan to manually track the account until it's working again.
Review this guide for options on manually importing your transactions during an outage or disconnection.
Escalating issues to our data provider, Yodlee
In some cases after you've contacted us with the details of your account error/disconnect issue we may need to contact our data provider, Yodlee. We only contact Yodlee about issues if there is not an active site alert.
There is often quite a bit of information we'll need from you before our data provider can make progress on the issue. We try to collect as much of this information up front via our "triage bot" when you write in initially, but we may need additional screenshots or clarification depending on the issue.
We communicate with customers when we get an update from Yodlee, and sometimes this can take several days or in some cases weeks before we hear back. If you don't hear from us, it just means we haven't received an update from them yet.
Your help is required
When we create a service request for your issue with Yodlee we will need your active participation in the troubleshooting and fix validation process. Most institutions now require an additional authentication step (2FA, security code via text/email) in order to log in. When our data provider makes a change they believe might fix the issue they cannot validate the change when that additional authentication is required so we will reach out to you and ask you to try refreshing or adding the account.
If their attempted fix doesn't work we report this to them and they continue investigating and the cycle starts over. This can result in several rounds of back and forth where we're asking you to try the same steps (e.g. try refreshing or adding the account) over and over again.
We apologize for the repetitive nature of this process, but due to the way many banking data feed integrations work this is the only way to test and validate the fixes for disconnection issues.
If we get an update from our data provider requesting your participation and do not hear back from you after two attempts to reach you over a 10 day period we'll abandon your service request. It's very important that you promptly reply to our email.
Time to resolution
On average it takes around 4-6 weeks before an issue we escalate to our data provider will be resolved. This varies by institution and sometimes the resolutions will take longer than 6 weeks.
Generally issues for smaller banks and local credit unions with fewer customers connecting will take longer and your patience and participation is really appreciated here.
Our data provider is currently prioritizing enabling more sites with open banking technology as these connections are the most reliable and result in fewer issues overall. Since their dedicating more resources to transitioning more sites to an open banking connection, this can result in slower resolution times for smaller institution issues.
Tips for faster resolution
While we wait for an update, please continue to try refreshing or adding this institution in Tiller at least once a week. This will ensure that our data provider has recent logged attempts. If anything changes with the experience, please let us know. No need to let us know if nothing has changed.
Please check your email for an update from us regularly. We usually get our first update from them within 14 days. The more quickly you respond that you’ve tried the recommended steps, the faster we can get this resolved for you.
We’ll need you to be an active participant in this process, even if it feels repetitive.
If you don't hear from us it just means that we haven't heard back from them, but rest assured, we'll keep your request open and reach out when we have an update.
Issues Resolutions by Type
We can resolve many issues with help from Yodlee, but there are some issues we may not be able to resolve.
Issues we can usually resolve with Yodlee.
You're getting an error message while trying to refresh or connect an account for the first time and you've tried again a few times over a few days.
You're not receiving recent transactions for an account. Please be sure you review this missing transactions guide before contacting us about this issue.
You're not seeing balances for an account.
You're seeing incorrect balance for an account.
Your account information is incorrect.
Issues we can sometimes resolve with Yodlee
You're not seeing an account being pulled into the Account Summary on the Tiller Console that shows up when you log in directly to your bank's website. We do not support insurance or reward account types.
Duplicate transactions that persist for more than a week.
Issues we cannot resolve with Yodlee
Credit card number level transaction detail. We have not had much success with pulling in the credit card number associated with the transaction when multiple cards are issued for a single account because we pull data at the account number level in most cases.
2FA setting frequently disconnects the account.
Batch of missing transactions prior to a disconnection issue but after your initial import
Missing transactions due to a disconnection or inactivity for more than 90 days
Account types at the institution not supported by Yodlee (e.g. the credit card account type is not supported by Yodlee at some institutions)
Missing insurance accounts, we do not support feeds for insurance accounts.
Connection issues for sites that have "Beta support" with Yodlee