Account addition issue

On the Tiller console: I had a issue refreshing an institution with one account mid-December. I received a message that the account appeared to be locked. I was able to sign on to and use the institution’s web interface. The account did not unlock in Tiller. I got help from Tiller but have not received a resolution. In the meantime, I deleted the account and went about re-adding it. That’s the background information. My current issue is as follows:
I re-add the institution using existing credentials, two accounts are found though I have only one. Different names (one is the primary account owner, the other is the institution name), different account numbers (one is an invalid format for the institution, the other is the correct account), and identical (reasonable) balances.
I would appreciate any suggestions about what to do. Thanks.

@cuneoa when you say 2 are found do you mean there are 2 instances on the Tiller Console or 2 now appear in your sheet in the Balances sheet for example?

Hi.

There are two account names, numbers, balances on the Tiller Console listed after the Stifel institution. I have only one account with Stifel.
The Balances sheet contains entries for both accounts also.
The Transactions and Balance History sheets used to have one of the account numbers but now show the other account number for entries since mid December.

I have thought about removing one of the account numbers on the Tiller Console but I am afraid I might lose data.

Thanks.

Hi @cuneoa please review this guide on duplicate instances of accounts. If it doesn’t help please write to support using the blue chat widget in the lower right corner of your Console at https://my.tillerhq.com with specifics and we can take a closer look.

Hi Twalane. The guide looks like it will be helpful. It is reassuring to see that there are several reasons why an account could be duplicated and that I shouldn’t need to panic over that. Thanks.

Absolutely! Happy to help.