BEFORE posting a new topic in this category please review the below known issues list.
We update this topic frequently with know issues, behaviors, or workarounds we hear about via our chat and email support channels. Sometimes these are reported by customers other times we gain these insights by working directly with our data provider on an individual customer’s issue and believe they apply more broadly to many customers
The below are some limitations and important things to understand about Tiller Money’s financial data feeds.
- We use a data provider to pull data from your banks. It’s a different provider than the one that Mint, Quicken, and Quickbooks use. The integration with this provider is unique to our product so the experience will be different than that of other tools that might also use the same provider.
- If any of your accounts require two factor authentication or the automatic refresh capability has been disabled for your accounts you will need to refresh your accounts on the Tiller Console under Account Summary to make your data available. Read more on our help center here.
- Insurance, utilities, and rewards account types are unsupported by our feeds at this time.
- Credit card due dates and statement balances are unsupported by our feeds at this time.
Global Institution Outages
Sometimes our data provider has a global outage with a specific institution that affects many or all customers that have accounts at that financial institution.
Check the Institution Outage Dashboard to see whether your issue is related to a global outage between our data provider and your specific institution.
Please be aware that Insitutiton Outage ETAs can get pushed, sometimes one day at a time, several times, for weeks (or in some cases months).
Generally if the start date is several months old we believe the support for the institution will be discontinued.
This is an automated sheet powered by global outage alert emails from our data provider that we periodically manually clean up if the data gets too stale (sometimes their alert system fails to send an email when something is resolved and the ETA has passed).
Daily High Refresh Failure Trends
We include this daily high refresh failure trends screenshot from Yodlee’s customer care portal. The bar on the left is Tiller Money and the right is the overall Yodlee network. Sites that are included on this list are likely to have issues with refreshes and may present technical or unexpected errors when you try to refresh them via the Account Summary.
We do not submit service requests associated with institutions that have a high refresh failure rate and consider these to be known issues and will resolve on their own after some time. Often if a site has a high refresh failure rate it moves to an outage state. We post a screenshot once per day.
Specific Institution Issues/Changes
After the 2/20 outage, customers will be prompted for MFA as part of the refresh process as an additional step. This step may need to be performed each day to keep data flowing.
Loan account types are not supported.
Some Betterment customers have to turn on 2FA (with Authy App) to connect or refresh
Two factor authentication requirements
Capital One requires customers to turn on two factor authentication. This requirement means you need to re-authenticate Capital One accounts on the Tiller Console any time you want to see recent data for these accounts.
Citibank Credit Cards
We have recently received an update from our data provider that they are merging two URLs associated with Citi under a single URL/aggregation stream. This may impact your data feeds. As of 4/30 these migrations are complete. If you’re still having issues with Citibank, try clicking “Add accounts” on the Account Summary in the Console at https://sheets.tillerhq.com/auth/google and search for Citibank and re-add your Citibank credit cards as if you were adding them for the first time. This should resume the connection without duplicates.
Customers experiencing a data unavailable error should remove any unfunded or unused investment “folders” from their Ellevest dashboard as they seem to disrupt the data feed
Stock plans need to be aggregated under ETRADE - Employee Stock Plans - not under ETRADE.
Fidelity is blocking refreshes during 5-8am PST and 12pm– 2pm PST due to market volatility. Try refreshing the account from the Account Summary outside these hours.
Charitable type accounts need to be aggregated under Fidelity Charitable http://www.charitablegift.org/. These accounts might show up under regular Fidelity Investments option, but will likely be missing balance and transaction information
Interactive Brokers now requires customer to generate a token ID as part of the account connection process. IB customers are able to generate a token and query ID that can be used to connect to Yodlee from the Client Portal by going to > Settings > Account Settings > Third-party Services > select Mint > Save.
Previously was supported, but some issues currently. Some customers report receiving balances but not transactions.
Customers cannot add accounts. Get a “We’re experiencing technical difficulties”
Requires granting aggregator access, message reads: Need to get access for your third-party aggregator? Log in to your 529 account, select “Profile & Documents,” then “Password & Security Features,” then “Manage Financial Aggregator Access.”
No longer supported due to their use of Google Captcha requirement in login process.
Some customers are experiencing an issue where they’re unable to refresh their PayPal accounts on the Console under Account Summary. The fix for this is to click “Add accounts” and add the account as if you’re adding it again for the first time and this should restore the connection. DO NOT delete the PayPal account first, this will result in duplicates.
Now requiring customers turn on 2FA.
President’s Choice is currently blocking our data provider’s IPs (May 2020). Update: customer contacted bank and they are only approving on case by case basis and need customers to contact bank to request. Currently only Intuit is approved.
Has a year end message asking customers to update profile, and this is blocking our data provider from reaching account page. Visit Questrade website to update profile.
Sometimes the descriptions for these transactions come in generic as “interac purchase” this is a known issue that we have not been able to address. Also, some customers are getting duplicates related to pending/posted status.
In the past we have not had any success in resolving either of these issues when contacting our data provider.
You need to be enrolled in Online Banking at website in order to add account (not just mobile banking)
Some, but not all, customers experience large “batch” duplicates after statements are released.
Customers reporting that they cannot connect USAA or re-authenticate due to a timeout error can try the following workaround. While refreshing from the Account Summary, after 2FA/MFA is entered, and the refresh process indicates “gathering data," click the x in the upper right of that page to return to the Tiller Console and within a few moments the data should be available for update.
USAA (investment accounts only)
USAA investment accounts are migrating to Charles Schwab in May 2020. In the Add Accounts flow, you will need to add the account (as if it were a brand new account) using the “Charles Schwab – Investments” search result. If you have already added “Charles Schwab – Investments” (perhaps because you have other Schwab accounts), we expect no action will be required. Migrated “USAA – Investments” accounts should begin appearing under “Charles Schwab – Investments” after May 26th, 2020.
Additionally, new Charles Schwab customers may need to grant Tiller Money access as a third party user. Please log in to Schwab.com and visit your Security Center, where you can click “Enable Third-Party Site Access.”
Vanguard is blocking our data provider access between 6AM PT and 1PM PT. If you’re trying to refresh or connect during that time window, please try again later.
Customers may need to follow directions to allow unrecognized devices on bank site
Individual 529 College Savings Account will only show balances, no transactions.
As of June 20, 2020, our data provider reports they do support 2FA security for these accounts. If you have 2FA turned on, we believe you will now be able to add these accounts to Tiller successfully.
Believe 2FA is not supported.
Canadian based Wealthsimple is now BETA and customers trying to add will fail with a technical error.
2FA authentication (OTP) is required only during aggregation (add-account) and not for all regular refreshes. Customers will get a “the site needs you to do something” error if they do not have it set up with Wells Fargo