Known Data Feed Issues & Workarounds

[heather]

READ FIRST

BEFORE posting a new bank feed related topic in the Ask Anything 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

General Issues/Limitations

The below are some limitations and important things to understand about Tiller Money’s financial data feeds.

• We use Yodlee, our data aggregation partner, 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. You can read more about this here.
• 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.
• Loans: As of September 2020 - Our data provider can pull the principal balance only.
• Account balances cannot be pulled from closed accounts. This means that the final zero balance of a paid off loan or mortgage account will often need to be manually updated.
• Some institutions will pull in transactions dated in the future right at the beginning of the year for most if not all of last year’s transactions. We recommend deleting the duplicates, but do let us know if duplicates persist.
• Yodlee is unable to pull in sub-accounts for any institution.
• Some open banking institutions only support connecting a login to a single Tiller account. E.g. if you and your spouse both have a Tiller account and try to connect a Chase login where you share an account to both of the Tiller accounts one will always fail when the other is re-authenticated because only one “consent token” can be valid at a time. The following sites have this limitation: Chase, Citi, Bank of America, Wells Fargo, Charles Schwab, TD Bank, Navy Federal CU, Edward Jones, US Bank

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).

Read more about the Outage Dashboard on our help center.

Yodlee Blocked by Financial Institution:

These financial institutions appear in the search results while trying to add them, however, they are currently blocking our data provider’s access and are therefore unsupported until they are no longer blocked.

• Champion Credit Union (NC)
• Citizens Bank & Trust (Chillicothe, MO)
• Commercial Bank (TN)
• MBNA
• New Era Bank
• Pentegra Retirement Services
• The First National Bank of Dieterich

Specific Institution Issues/Changes

American Express (Personal Savings)

American Express is making changes so that their customers are able to access their Personal Savings through the American Express Card login. As a result, the Personal Savings site will stop working and will eventually be unsupported. They will be available under the standard American Express Cards site, however, there isn’t a ETA on when American Express will complete the work.

If you find that your account is failing to refresh, we recommend manually importing your data.

Only savings accounts are supported - checking accounts will not be pulled in.

American Express Cards

This site will not pull in the savings account. It will eventually be supported under this site, however, there is no ETA yet.

Associated Bank

Yodlee can not recognize any accounts that are indicated (with a gold star) as favorites. Customer should have all my accounts as a regular status.

Betterment

Some Betterment customers have to turn on 2FA (with Authy App) to connect or refresh

Capital One

As of Nov 2023 Capital One automatic refresh is scheduled once every 3 days due to a load issue that Capital One reported to our data provider. They requested that our data provider reduce the number of automatic refreshes due to the load issue. You can still manually refresh your Capital One account by clicking the refresh button on the Console at https://my.tillerhq.com. They will re-evaluate the load issue in Jan 2024.

Charles Schwab

Cash balances are not currently supported for Schwab 529 accounts.

Our data provider is unable to pull in transactions for wire transfers.

Customers with “RPS-only” accounts, i.e. only have a “plan-participant” relationship with Schwab (no Brokerage accounts) and are using their SchwabPlan.com credentials will not be able to connect to Charles Schwab to Tiller.

Cit Bank

Incorrect phone numbers after providing credentials. This is an issue that has been acknowledged by CIT Bank but there is no ETA on when it will be resolved.

Citibank

There is a known issue where customers are unable to add more than one login from Citibank. Our data provider and Citibank are working on this issue, however, there is no ETA on when it will be resolved.

Citi Mortgage (Cenlar)

New Login URL is: CENLAR FSB it was previously CENLAR FSB - customers need to aggregate under Citi Mortgage (Cenlar) search result not Cenlar Loan Login

Ellevest

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

Empower Retirement

Empower Retirements is only allowing our data provider to automatically refresh accounts from 1-5am, which might be causing errors. This may also affect the ability for you to manually refresh this institution during that time period.

E*Trade

Employee stock plans need to be aggregated under search result “ETRADE - Employee Stock Plans” - not the standard ETRADE result.

Following the purchase of ETRADE by Morgan Stanley, our data provider has been notified that all ETRADE account numbers would change from 8 digits to 9 digits. Phase 1 of this change would be carried out by Morgan Stanley between March 10 and March 12, 2023.

Following this change, the converted accounts will pull in as new accounts under the already connected ETRADE logins in your Tiller Account Summary. The previous accounts will either moved to deleted state or “to be closed” error depending on the implementation and will no longer refresh.

This means you’ll see duplicated instances of your ETRADE accounts. When you see the new instance appear you should plan to link it to your spreadsheet and clean up duplicates using the steps in this guide.

Fidelity

As of the open banking enablement for Fidelity (Nov 2023) there are no longer blackout windows at the beginning and end of the Market trading windows. However, Fidelity Investment account balances, cash position, and holding prices and units will reflect the values as of 8AM ET on Fidelity.com or Net Benefits. All account refreshes after 8AM ET will return the same values until the next synch up on 8AM ET the next day.

Employer 401k accounts should be aggregated under the Fidelity Net Benefits search result rather than the Fidelity Investments search result.

As of April 15, 2024 the Fidelity Rewards Visa Signature Card has recently been migrated to the Fidelity Investments connection.

To get started with this faster, more reliable connection follow these steps:

1. Visit the Tiller Console at https://my.tillerhq.com
2. Click “Connection > Edit credentials” next to Fidelity Investments under the Connected Account Summary and be sure to check the box for your Fidelity Rewards Visa Signature Card during that process to bring it in under Fidelity Investments. If you don’t have Fidelity Investments connected click “Add accounts” and search for Fidelity Investments and add it to continue receiving data for your Fidelity Rewards Visa Signature Card.
3. Use this guide to address duplicated accounts and transactions in your spreadsheet

If you have any issues with this process, please review our troubleshooting guide for tips or reach out to our support team using the chat tool on the Tiller Console at https://my.tillerhq.com

Great Southern Bank

Accounts at this institution won’t refresh unless you set an account nickname that includes the last four digits of the account number at the bank site directly.

HSA Bank

Requires MFA security questions. Use the option under “security questions” at HSA Bank site to set up MFA questions which are required for our data provider to connect.

Minnesota 529

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.”

Navy Federal Credit Union

Transaction data is not supported for home equity line and mortgage accounts.

Nelnet

As of Jan 17, 2024 Nelnet has informed our data provider that they have “stopped support for aggregation until further notice.” Nelnet will soon be removed from the search results but for any existing connections these accounts will no longer refresh until they re-enable support for 3rd party aggregators. Check out our guide for how to manually track these accounts.

PayPal

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.

Pennsylvania College Savings Program

Must use aggregator specific credentials to connect to Tiller. Please reach out to Pennsylvania College Savings Program support for assistance with setting that up if you currently to do not have any.

RBC Royal

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 status (with description as “Interac purchase”).

In the past we have not had any success in resolving either of these issues when contacting our data provider.

Southern Bank

You need to be enrolled in Online Banking at website in order to add account (not just mobile banking)

Synchrony Branded Credit Cards

As of May 18, 2022 Synchrony has launched a new digital account management platform that allows Synchrony customers to manage all their accounts in one place. If you have more than one of the below accounts connected to Tiller you may notice duplicate account instances in the Account Summary on the Tiller Console.

You can click the … next to any duplicate accounts to remove the duplicate instance that doesn’t belong under the applicable login. E.g. if you have both an Amazon Store card issued by Synchrony and a Crate & Barrel card you’ll see both listed under each header in the Tiller Console. Delete the Amazon Store card under the Crate & Barrel header and vice versa.

If you’ve been having issues with refreshing a Synchrony branded card please try these steps:

1. Log in to the Console at https://sheets.tillerhq.com/auth/login
2. Click “Connection > Edit credentials” next to one of the accounts
3. Re-enter your credentials and submit

Affected Synchrony branded cards

Amazon Credit Card (Synchrony) 25562 at home Credit Card (Synchrony) 26191 Nissan Visa
American Eagle Outfitters (Synchrony Bank) 18139 Belk Rewards (Synchrony Bank)
Art Van (Synchrony Bank)
Ashley HomeStore
BP Credit Card (Synchrony Bank)
BrandsMart USA
Car Care Synchrony
Cathy Pacific
Chevron and Texaco Credit Card (Synchrony Bank) 8980 CITGO Credit Card (Synchrony)
City Furniture
Crate and Barrel (Synchrony)
Dick’s Credit Card (Synchrony Bank) 8962 Guitar Center Credit Card (Synchrony) 10744 CareCredit (Synchrony Bank)
Drive Savvy Rewards
eBay Mastercard
Google (Synchrony Bank)
Havertys/Synchrony Bank
Home Shopping Network (Synchrony) 31002 Discount Tire
HSN Credit Card
JCPenney Credit Card
LA-Z Boy Furniture Galleries 31286 Synchrony Bank (Rooms to Go) 7319 BP & AMOCO Credit Card 23265 Ebates Cash Back
Levin Furniture (Synchrony Bank) 28249 B&H Financing
Lowe’s Credit Card
Marvel (Synchrony Bank)
Men’s Wearhouse (Synchrony)
Mohawk Carpet Financing (Synchrony) 26801 Sam Ash (Synchrony)
New Egg Credit Card (Synchrony) 25927 DR Power (Synchrony)
PC Richard & Son Synchrony Financial
Phillips Petroleum Credit Card (Synchrony Bank)
Sam’s Club Consumer Credit Online Account 22659 BP
Sam’s Club Credit Card
ShopHQ (Synchrony)
Stein Mart Credit Card (Synchrony) 30293 Verizon Visa Card
Sweetwater Synchrony
Synchrony Bank Mattress Firm
Synchrony Financial
Synchrony Financial (Credit)
Synchrony Furniture Row
Toys R Us/Babies R Us (Synchrony Bank) 564 QVC Credit Card (Synchrony)

Tangerine

Some, but not all, customers experience large “batch” duplicates after statements are released.

TD Ameritrade

As of Feb. 15th 2023 all TD Ameritrade accounts will be automatically converted to Schwab accounts in phases throughout 2023 and early 2024. The first phase is set to begin on Feb 20, 2023.

When you’ve received notification from Schwab about the migration of your accounts you will need to either add Charles Schwab as a new connection within Tiller or if you already have Schwab accounts connected to Tiller go through the Connection > Edit credentials process for Schwab and enable those accounts to pull into Tiller.

Union Bank

Following the acquisition of Union Bank by US Bank, all Union Bank accounts will be automatically converted to US Bank accounts between May and June 2023. Our existing connectivity with US Bank will enable the Union Bank users to connect to their new US Bank accounts. If you have Union Bank accounts these are the steps that you’ll need to perform for the migration to be successful.

If you already have a US Bank login connected to Tiller
When you are notified that your Union Bank account(s) have been migrated to U.S. Bank:

1. Log in to the Tiller Console
2. Under the Account Summary, click “Connection > Edit credentials” next to the U.S. Bank connection
3. Go through the refresh process.
4. You should see the accounts appear in your Account Summary after a few moments
5. Unlink the Union Bank instances of the accounts from any of your spreadsheets
6. Link the U.S. Bank accounts to your spreadsheet.
7. Clean up duplicated accounts as needed using the steps in this guide

If you do not have a US Bank login connected to Tiller

Complete your online account login setup or activation process for a U.S. Bank login at the U.S. Bank website - reach out to U.S. Bank if you need help with this.

1. Log in to the Tiller Console
2. Click “Add Accounts”
3. Search for U.S. Bank and go through the add accounts process for U.S. Bank
4. You should see U.S. Bank and your specific accounts show in the Account Summary after a few moments
5. Unlink the Union Bank instances of the accounts from any of your spreadsheets
6. Link the U.S. Bank accounts to your spreadsheet.
7. Clean up duplicated accounts as needed using the steps in this guide

For more details on the migration, refer https://www.usbank.com/union-bank.html

Upromise

Requires use of separate 3rd party aggregator credentials. Log in to your 529 account, select “Profile & Documents,” then “Password & Security Features,” then “Manage Financial Aggregator Access.”

Vanguard

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.

April 2020

Customers may need to follow directions to allow unrecognized devices on bank site

Individual 529 College Savings Account will only show balances, no transactions.

Wealthfront

As of 12/8/22 We are aware of the notice to disable 2FA when connecting a Wealthfront account. We are working with Yodlee to correct that notice since 2FA is required for this institution.

Wealthfront now allows customers to create an App specific password at the Weathfront site and then use this password when aggregating with Tiller. Steps: When logged into Wealthfront navigate to settings → security tab (Login - Wealthfront) open the section “Link Wealthfront to other apps” where you can create app specific passwords:

[gillian]

National Bank of Canada feeds have not worked for months - could you add them to your list?

[warren]

Thanks for the information @gillian. The connection to National Bank of Canada is still in beta with our data provider. That means you may experience some connection issues, or are unable to get it connected at all, until it’s fully supported. We don’t have insight into when it will be fully supported
Hopefully the connection to this institution improves sooner than later! Thanks again.

[oren]

Thank @gillian and @warren. I’m a newbie here and experiencing the same issues with Canadian (Motus Bank and Stack). From reading around, it appears that connection issues with these two are a result of increased security features. Given the drive for more security rather than less, it seems that the service provider should have a workaround by now. Any chance of Tiller, as the client of the service provider, pressing for a resolution? It seems that this would be a benefit to all parties, including your clients.

[baldwinmbb]

Hello,
Tiller is not allowing a connection to Discover Bank Student Loans. It is throwing a technical error when adding the account. My guess is that Discover is trying to prompt a security authentication question which is not being shown to the Tiller user so then it eventually times out.

[cculber2]

Discover Bank savings accounts are encountering similar behavior. Balances update with manual refreshes, but transactions are not pulled over.

[heather]

Thanks for the update on Discover Bank here. We’re seeing other customers experiencing issues as well. We’re submitting a service request with our data provider. Please reach out via Chat to have us triage your specific account issues.

[jdackson]

Hi @heather , just to add to the Discover problems:
Historically, my Discover card and Discover Bank would automatically refresh without a problem. Now, I can manually refresh the credit card to get updates. However, the Discover Bank gets the same technical error as mentioned by @baldwinmbb. When I try to do a manual refresh, it will ask for username & password, then returns a request to for UserID or Phone Number that was used to register. After entering the confirmation, the technical error comes up.

I have spoken with Discover a couple of times, and they say they cannot see any reason why the technical error is occurring - since I am entering all the right info. They suggested I reach out to you.

And so you know, when I go to Discover’s web page, I use one login to access both accounts. After entering my username/password, I get the choice of which account I would like to review.

Also, if we cannot get this error to resolve, how can I convert the feed to a manual update so that I can continue to track the Discover Bank account. I have not been able to update for 6 months

Thanks so much.

[cculber2]

It looks like Discover Bank transactions are being pulled normally as of this morning. Today’s refresh pulled down about 3 weeks’ worth of missing transactions. Thanks for bringing this to your data provider’s attention and getting it resolved!

[eestrada234]

Hey @heather - I use Partners Federal Credit Union and I noticed sometime the beginning of this month, the transaction tab is no longer getting an updated data feed from my bank.

I see that Partners Federal Credit Union is depicted in the graph under the Daily High Refresh Failure Trends. How can I resolve this?

[heather]

Hi @eestrada234 - there isn’t a way to resolve it at this time.

We post the high failures screenshot about once a day to give an indication of institutions that are failing to refresh, but these generally A) resolve on their own after some time B) end up on the Outage list.

Sorry for any inconvenience.

[CaptainDrew]

@warren Any updates with USAA? Still getting an error after the “Gathering Information” is timing out. Your spreadsheet has an ETA of 9/13/20. Also, the workaround you all prescribed doesn’t workaround.

[eleazar123]

@CaptainDrew

Any updates with USAA? Still getting an error after the “Gathering Information” is timing out. Your spreadsheet has an ETA of 9/13/20. Also, the workaround you all prescribed doesn’t workaround.

@heather I’m having the same issue with USAA. Would love to get this resolved

[bennems]

I have the same issue. I just noticed on the login page for USAA, they have indicated a new Login in October 2020. No information is provided in addition to that.

[heather]

We do not have an update on the USAA issue but it is on our Outage list currently due to the high volume of failures.

[bennems]

USAA now works, for me. Yesterday was day 6 and was not working, so I enabled the Cyber Token feature. The Cybertoken feature which sends me numbers via text or email. Now, I did this yesterday and today upon using this feature within the TillerHQ site it worked. Not sure if USAA is now working or if it’s because I used their lame 2FA feature. I hope it works for you guys.

[Janelle]

We are now seeing good success rates for our customers with USAA. Our data provider did confirm that the cybertoken feature was not the cause or solution to this particular issue, which was site based. @bennems success was likely just a coincidence.

And yes, USAA has announced upcoming changes to their login procedures for mid October, so we will be monitoring this with our data provider.

[billimek]

FWIW, I’m still unable to retrieve information from USAA for about a month now - I try refreshing every day. It asks for an email address to send a code, I enter the code and it tries to refresh for about a minute before reverting to the option to ‘Refresh’

[heather]

, @billimek. Thanks for the update. Do you mind reaching out directly via chat to us if you haven’t already so we can escalate your issue to our data provider? We’ve made some good progress on reducing the issues, but there are some lingering and generally are due to customer site layout variations. Thanks!

[omdv]

I’ve been having issues with Interactive Brokers for more than a month, but don’t see them in the Outage Dashboard. Tried to update manually many times with no success. Anyone has similar experience?