Use this guide if you are trying to add or refresh a financial institution from the Tiller Console and are seeing an error in the connection window (example screenshot below).
We ask you to try a few steps to see if you can get your financial connection working and if not provide the Tiller support team with the necessary information to continue troubleshooting.
If your account disconnects each day and you need to re-authenticate in order for new data to flow in, see this guide to learn more about how refreshes work.
If you're seeing a "loading" message like the one below when you try to add or refresh see these steps.
Step 1 - check for an outage, site alert, or known issue
If there is a known site alert or outage, there may not be anything we can do right now.
Check the Institution Alert dashboard to see if your institution is on the list
If it is, review the Description for the alert and then review the Issue Description Types for next steps
If the alert is one that requires you to wait, keep checking the ETA on the Institution Alert dashboard.
If there is no alert, check the known data feed issues and workaround guide
If that doesn't help, move on to step 2.
Step 2 - try again and review the error type
Even if you just tried refreshing, please try the specific steps below and grab a screenshot of any errors.
Log in to the Console at https://sheets.tillerhq.com/auth/login
Scroll down to Account Summary
Click Connection --> Edit credentials or Add Account if you're trying to add
Enter your credentials and respond to any additional security prompts.
If you get an error after submitting credentials, take a screenshot of it and then move on to step 3.
If you get a successful refresh, don't forget to fill your sheet with the latest data.
Step 3 - take action based on the error
Errors that require you to wait and keep trying
The below errors generally resolve on their own within a week so we ask that you keep trying periodically for a week.
Technical Error
Data is unavailable
Site unavailable
Session terminated
Once you've been trying for a week if it's still not working, please use the chat in the lower right corner of the Tiller Console to send us the following details:
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Your request timed out
Try refreshing or adding your account once more by visiting the Tiller Console > Account Summary. Click Refresh OR Connection > Edit Credentials for this account or Add Accounts if you're trying to add the account.
When it gets to the step of "gathering data," click anywhere outside that window.
If the account is already connected you should see the Refresh button indicate that it's still refreshing and then indicate either "Recently refreshed" or "Error" or if you're trying to add an account, wait a few moments then refresh your browser window to see if the account appears.
For many people exiting the refresh/add pop up window before running into the timeout error results in a successful refresh.
If these steps don't help write to us using the chat tool with the following details
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Site not supported or Site is blocked
Log in to the Console at https://sheets.tillerhq.com/auth/login
Scroll down to the Account Summary section
Choose Add accounts
Add the account as if you were adding it for the first time
Please do not remove the account as a troubleshooting step.
If these steps don't help write to using the chat tool with the following details
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Additional security info needed
Generally this error means there is something wrong with the way the institution's multi-factor authentication (security) integration is working with our add/refresh interface so we need more details on what the expected behavior is vs what you're seeing in Tiller.
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Unexpected site error
Make sure sure you can log in directly to your bank website - sometimes the site is down for maintenance and you'll see this error in Tiller.
If you can log in directly, write to us using the chat tool with the above details plus the following details:
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Data not available
Write to us using the chat tool with the following details:
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Account is locked
Log in directly to the bank site to confirm the account is not locked
If you cannot log in directly because your account is locked, please contact your bank to have your account unlocked
Try again in Tiller.
If you can log in directly send us the following details:
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Incorrect credentials
Things to try first
Log in to your bank site directly to confirm you're using the correct username and password.
Try again in Tiller using an incognito browser session and be sure to manually type your username and password. Don't copy/paste or use a password manager. Write down the character length of your username and password at this step.
Change your password at the bank site and try again. If you need a special character in your password we recommend ! @ or $
If these steps don't help, write to us using the chat tool with the following details:
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Credential length for your username and password (e.g. username is 6 characters and password is 10 characters)
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
Site requires you to take some action
Log into the online banking site
If you see a popup, modal, or dialog follow whatever steps it is prompting you to do.
Try again on the Tiller Console at https://sheets.tillerhq.com/auth/login
If the above steps do not help, try the following to see if you’re prompted to take action, then try again in Tiller.
Navigate to the transactions page for each account you have connected to see if you get prompted to do something.
Double check the notifications section for the online banking site for a prompt if applicable.
Confirm that your contact information at the Institution website is correct. Make an edit and re-save, even if nothing has changed then.
If none of the above help, write to us using the chat tool with the following details and confirmations:
Name of the institution
Website address for the institution
Error message you're seeing when trying to refresh/add
Confirm you can log in directly to the institution
Login security requirements (e.g. security code via text or email, security questions)
Where in the refresh process you're getting the error in the context of your security requirements (e.g. right after inputting the security code) - please be as specific as possible.
If you're trying to add the institution for the first time we also need to know what types of accounts you have at the institution (e.g. checking, credit, loans)
I confirm the following is true:
I do not get a prompt immediately after logging in
I do not get prompted on any transactions page for any account
I do not see a notification asking me to take action
I have confirmed my contact information is correct and re-saved it
I have confirmed multi-factor authentication is enabled on my account if available
I see a "loading" message when I try to add, edit, or refresh an account
Close the window where you see the "loading" message by clicking outside of it to return to the Console.
Try again in a few minutes. Sometimes if you just refreshed or added another account there are processes still running in the background that may need to finish.
Make sure you have enabled 3rd party cookies for Tiller in your browser, then refresh the page. Click here to read more.
Try a private (incognito) browser session.
Try a different browser. We recommend Google Chrome with 3rd party cookies enabled for Tiller.
Make sure you're trying from a laptop/computer browser rather than your mobile phone.
If none of the above address the "loading" message when you try to add an account, edit the credentials, or refresh an account reach out to us via chat for more help.