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How to file a bank feed issue ticket
How to file a bank feed issue ticket

Steps and guidance on filing a bank feed issue ticket with Tiller's support team

Heather Phillips avatar
Written by Heather Phillips
Updated over a week ago

While we work to address a staffing shortage you can only file tickets during our office hours (M-F 8AM - 6PM). Thanks for your patience.

We organize tickets by institution with one institution per ticket. If you have multiple institutions with issues you will need to file a separate ticket for each.

To file a ticket, there cannot be an outage associated with the institution. Please check the outage dashboard first.

How to file a ticket

Use the chat tool in the lower right corner of the Tiller Console at https://my.tillerhq.com to send us a message during our office hours (M-F 8AM - 6PM ET) and choose "Issue with my bank data."

After confirming there isn't an outage you'll be prompted to file a ticket.

Required ticket details

Institution Name

The name of the institution that's experiencing an issue. Please enter the full name of the institution. Do not use abbreviations or acronyms. If the institution is already added please copy/paste the name from the Account Summary.

Issue Type

The type of issue you're experiencing at the institution.

Unable to add

We recommend reviewing this guide before filing a ticket.

  • The institution is in the search results and you've tried to add it but you cannot connect the institution to Tiller at all.

  • The institution does not appear in the Connected Account Summary on the Tiller Console (https://my.tillerhq.com) after you have attempted to add it.

Refresh error

We recommend reviewing this guide before filing a ticket.

  • Cannot refresh an institution that's already connected to Tiller and appears in the Connected Account Summary on the Tiller Console (https://my.tillerhq.com).

  • If you see an error during refresh, take note of the error text.

  • If you do not see an error, but the refresh date for the institution does not update to show a more recent data there is likely a refresh error in the background.

Missing transactions

We recommend reviewing this guide before filing a ticket.

  • You don't see an error in the refresh window after attempting to refresh

  • There is a recent last refresh date after attempting to refresh for the institution in the Connected Account Summary

  • You have filled the spreadsheet using Tiller Money Feeds, but you're still missing transaction data in your spreadsheet

When filling out the "Issue Summary" please provide the name & last four digits of affected accounts, name of spreadsheet, and date of last transaction in the sheet.

Missing account

We recommend reviewing this guide before filing a ticket.

  • The institution appears in the Connected Account Summary on the Tiller Console

  • One or more accounts associated with the institution are not appearing in the Connected Account Summary

Incorrect data

  • Incorrect balance or transactions information in your spreadsheet

Duplicate transactions

We recommend reviewing this guide before filing a ticket.

  • Duplicate transactions that are not transfers are persistently appearing in your spreadsheet and occurred in the last 7 days

  • The issue has been ongoing for more than a week

Error message

The error message you're seeing in the refresh or connection pop up window.

  • Choose the error that most closely aligns with the error text you see.

  • If you don't see an error during the process (you get to the point where your accounts are listed with balances and can choose save & close) then choose "None"

MFA (Multi-Factor Authentication) Requirements

The type of multi-factor authentication (MFA) requirements enabled at the institution that are required when logging in the institution on a new device. Most institutions now require some type of MFA. If you choose "None" this will slow down your time to resolution if your bank expects MFA.

If you're not prompted for any MFA when you log in normally, log in to your institution using an incognito browser session as this will mimic a new device to be sure about the requirements.

If you're having a refresh issue or unable to add the institution this is extremely important for us to understand. If you choose "None" this will slow down your time to resolution if your bank expects MFA.

Security questions

Questions such as "what is your mother's maiden name?" or "what was the make and model of your first car"

2FA

2FA stands for two factor authentication. Usually these 2FA security codes are received via email or text message. Often you're asked to choose the delivery method you want to use before receiving the code. Sometimes an authenticator app is used to generate these codes.

Other

Other types of MFA might be captcha where you have to select all the bicycles in the images or solve a puzzle. Note that Google reCaptcha is not supported by our data provider so if your institution uses this type of captcha we will not be able to get your account connected.

None

You do not have any MFA requirements enabled at the institution.

N/A

The MFA requirements are not applicable for this type of issue. If you are having a refresh issue or unable to add the institution, you cannot choose N/A for this.

Failure step

When you're trying to refresh or add an institution and seeing an error, it's important we know at what point in the connection process the error comes.

If you're unsure, try refreshing or adding again and note which of the below actions you took immediately before seeing the error.

Submitting credentials (username | password)

You entered your username and password and then saw the error.

Choosing a security code delivery method

You chose where you want the security code sent (e.g. email, text, voice call) and then saw the error.

Waiting for the security code to be delivered

You were waiting for a code to be sent but didn't receive it or didn't receive it before seeing the error.

Submitting a security code

You submitted the security code and then saw the error.

Answering a security question

You answered a security question and then saw the error.

Something else

You took some other action not listed above and then saw the error.

Issue Summary

A brief summary of the issue with the specific details per issue type below.

For Unable to add issues

Please provide the URL you use to log in to this institution directly.

For Missing Transactions issues:

Please provide the name & last four digits of affected accounts, name of spreadsheet, and date of last transaction in the sheet.

For Missing Account Issues:

Please provide the last four digits of the account that's missing and the type of account (e.g. checking, credit, loan, mortgage, etc)

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