Use this guide to try a few steps to see if you can get your financial connection working and provide the Tiller support team with the necessary information to continue troubleshooting if not.
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 Outages 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 Outages dashboard.
If there is no outage, 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 & support status type
Additional security info needed
Site requires you to take some action
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 tool to send us the following details:
Institution name
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Institution website URL
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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
Institution name
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Institution website URL
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
Confirmation you've already tried the above workaround
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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
Institution name
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Institution website URL
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
Confirmation you've already tried the above workaround
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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.
We recommend that you review the steps below before trying them (so you know what we’re expecting you to pay attention to during the login process) and take screenshots or a video screen recording of the process so we can gather as much detail as possible.
Please make sure you complete these steps on a computer vs a mobile device.
Open an incognito browser session
Log in directly to your institution in the incognito session
After you enter your username and password, is an additional security layer (MFA) required? (e.g. prompted to enter a code received via email or text or answer a security question)
If MFA is required, what type of MFA is required?
secondary security code received via email or text message
security questions (e.g. what is your mother's maiden name?)
something else?
In the same incognito browser session, please try again in Tiller using the steps below. Be sure to include these steps in your screenshots or video screen recording.
Log in to the Tiller Console at https://sheets.tillerhq.com/auth/login
Click “Connection > Edit credentials” OR Click “Add account” and find your institution
Submit your username and password - are you prompted for MFA at the same point in the process in Tiller that you were when you logged in directly?
If you’re prompted to enter a code received via email or text message do you receive the code?
Finally, at what stage in the process do you get the error in Tiller?
Right after you submit your username and password
After you choose how you would like a 2FA code sent (phone or email)
After you submit the security answer or 2FA code
Some other point - please describe
Write to us using the chat tool with the above details plus the following details:
Institution name
Institution website URL
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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:
Institution name
Institution website URL
Confirmation that you can log in directly to your bank site
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
Data not available
Write to us using the chat tool with the following details:
Institution name
Institution website URL
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Screenshot of your accounts list when you log in directly to the institution
Confirm that all these accounts are active and not recently deactivated or set to be closed. Feel free to mask any sensitive details.
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
Account is locked
Log in directly to the bank site to confirm he 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:
Institution name
Institution website URL
Confirmation that you can successfully log in directly
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
A screenshot of your account summary when logged in directly to the bank's website. Feel free to mask any sensitive details.
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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:
Institution name
Institution website URL
Confirmation that you have tried changing your password at the bank site
Username and password length
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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:
Institution name
Institution website URL
Screenshot of the error in Tiller from your most recent attempt, which should be just prior to writing to us
Information about whether the site has recently made upgrades or URL changes to its website or security/login requirements
If you're trying to add the institution for the first time, we also need to know what type of accounts you have at the institution (e.g. checking, savings, credit, loans, investments)
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