Table of contents
Common issues that might occur when trying to add an account and next steps.
I can't find my institution in the search results
I see a "loading" message when I try to add, edit, or refresh an account
Getting an incorrect password/credentials error when trying to add the account
Technical, timeout, or unexpected site errors
User action needed at site error
Institution is connected, but account is missing
Known issues and workarounds
Some institutions have known issues that we've reported on the Tiller Community. An example is that many investment institutions like Fidelity and Vanguard block new connections and refreshes during specific hours during the day.
Other institutions may have trouble connecting because there is a global outage with our data provider.
Review the Known Issues and Workarounds topic in the Tiller Community and check the Institution Outage Dashboard before proceeding to contact us about an issue adding an account.
I can't find my institution in the search results
You have clicked "Add accounts" in the Tiller Console and you're not finding your institution in the list of search results.
Try searching using a single word, the first word of your institution.
If you don't find your account listed when you search for it via the Add Accounts page try typing in the URL that you use to log in to the institution online.
If you still can't find it in the list, it's likely that our data provider doesn't currently support that specific institution. You can review a list of supported institutions (updated quarterly by our team) here.
Fill out this form if your bank is not included in our supported list.
If you can link other accounts to Tiller, you can easily manually add data for any accounts that are not currently supported.
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 Money 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 Money.
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.
Getting an incorrect password/credentials error when trying to add the account
Try other search results. Sometimes there are multiple results for the same institution and a different result will work.
Log in directly to the financial institution website and write down the username and password you used for a successful login on a piece of paper.
Try again in Tiller and manually type the username and password that worked for a direct login. Please don't copy/paste, use cached credentials stored in the browser, or use a password manager.
If that still doesn't work, please try logging into your bank site again, change the username and password, and then try connecting again in Tiller. Don't use special characters like / - this one specifically has been known to cause issues.
If none of those help, reach out to use via the chat tool in the lower right corner of the Console at https://sheets.tillerhq.com/auth/login
Technical, timeout, unexpected or data unavailable site errors
Check our Institution outage dashboard to see if your institution is on our outage list.
Check the Known Data Feed Issues & Workarounds guide to see if there is a known issue. Usually institutions with technical or unexpected site errors will appear on our Institution Outage list.
If there isn't an outage, try again a few times over the next few days.
If after multiple attempts over a 7 day period you still don't have success reach out to our support team using the chat tool in the lower right corner of the Console at https://sheets.tillerhq.com/auth/login
User action needed at site error
If you get a user action needed at site or user action required at site error when trying to add an account review the guidance below.
Actions:
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.
Contact the institution'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 reach out to our team using the chat tool in the lower right corner of the Console at https://sheets.tillerhq.com/auth/login and choose Account connection question > Trouble adding an account and send back the following message:
I an getting a UAR error when I try to add and I confirm the following is true when I try refreshing or adding [INSERT YOUR INSTITUTION NAME]:
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 have contacted the bank and they do not have information about what action is required
Institution is connected, but account is missing
If you've successfully connected the financial institution to Tiller (accounts appear in your Account Summary on the Tiller Console at https://sheets.tillerhq.com/auth/login) but you're not seeing the data for an account in your spreadsheet, you may need to link the account to the sheet or troubleshoot the missing account.