As we shared in our 2023 update in the Community recently, bank feeds are a top priority this year. In addition to the engineering work underway at Tiller and Yodlee, we also want to improve how we’re communicating with each of you when you need help with your bank feeds. We currently have two support paths depending on the institution.
High volume institutions (previously called full support) make up most of the volume of data Yodlee aggregates from banks. Yodlee often has direct APIs for data with many of these banks, and is also working to move more of these institutions to open banking. If you have an issue with a high volume institution we may not need as much help from you because it’s likely others have already submitted the information needed to troubleshoot and/or Yodlee has a close relationship with the institution.
Low volume institutions (previously called limited support) reflect the long tail of banks that Yodlee supports. Like high volume institutions, all but a tiny fraction are working well on any given day. That said, if you are having an issue, we often require more help to troubleshoot in order to give Yodlee the information they need. This can look like several repetitive back and forths asking you to try the same steps or asking you to jump on a troubleshooting call with Yodlee to do a screen sharing session of the bank’s site directly.
Any institution that requires two factor authentication (2FA), or a code sent via email or text message, will require your active participation in the troubleshooting process. Yodlee can’t validate the changes they’ve made have worked because they are blocked by the 2FA step.
Issues for low volume institutions can take longer to resolve because Yodlee may not have an active relationship with the bank or bank APIs may not exist to facilitate Yodlee’s work. Delays in resolving issues for high volume institutions also happen when banks update their technology or refresh their websites. Even with a strong institution relationship when big changes are made and multiple teams are involved, resolutions can take a little longer.
USAA is a case in point - and a frustrating one for those of us with accounts. On a positive note, Yodlee has recently confirmed they have signed an agreement with USAA to build an open banking connection for USAA, which will offer the most reliable, robust, and secure connection to USAA.
The “high volume” and “low volume” labels are new, and we hope they better communicate that we may need more of your troubleshooting help with low volume sites. You can read more on our help center here.
Regardless of low or high volume, our goal is to make sure you’re supported with feeds from all of your banks and we’ll keep working toward that goal.
We’d love your feedback. Chime in with your reply below.