Errors can definitely be frustrating, but we're here to help! Please go through these quick steps if you receive an error while trying to add a new account to your Tiller Console.

1. Verify the URL

When adding an account you'll notice that after you select the institution a URL appears at the top of the add accounts screen. Double check that the URL there matches the URL you use to log in directly to your site. 

Note: Sometimes the correct selection is a little tricky to find and might be on the 3rd or 4th page of the results. Click the "search" button to see a list of paginated results. For example, if trying to connect to Fidelity 401k "Individual Investor" accounts you'd use the "Fidelity Investments" option listed on the fourth page of the results as indicated in the image below.

2. Verify your institution username and password

While you might think you're typing the correct username and password it never hurts to double check. Log in to the institution's website directly with your credentials and write down exactly what you used on a piece of paper. Use those same credentials to try again through our add accounts screen.  

Note: If you use a password manager, such as LastPass, try manually typing in the username and password rather than having the password manager automatically fill in the credentials. 

3. Send us the error data

If neither of the above worked, go through the below steps to send us the diagnostic data we need to work with our data aggregator to try and get this error resolved.
Step 3 is very important.

  1. Try adding the account again. 
  2. Use the chat window in the lower right corner of this page and send us the following details.
    Institution name:
    Error code:
    URL used for direct login:
    Other relevant details (e.g. there is no place for me to add the security code sent to my phone):
  3. Finally, click the blue x in the circle in the upper right of the add accounts page to close the window and return to the Tiller Console.

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