I think you are right that the various things suggested are not actually “solutions” and resolution is more about coincidence than any specific step. I’ve tried them all in the extreme, and nothing has worked.
The sad reality here is that Vanguard imposed a deadline, and Yodlee rushed an update that is – it seems – of very poor quality with significant issues.
I’d appreciate official answers and assistance from Tiller.
I’ve wasted considerable time and effort on this issue. I now only have one account of many that is successfully and reliably updating through Tiller. Yes, I’m aware that these data feeds are based on Yodlee, but it is Tiller that I have paid for a service. A service that, at its core, is completely dependent on reliable financial institution data feeds.
What is the Tiller-Yodlee-Vanguard defined flow (set of steps and what’s displayed) supposed to be? What is being done to get this defined flow to actually work reliably regardless of customer account type and complexity?
I appreciate your patience on this @msmiller and I’m sorry that you still can’t get it to work despite all the suggested workarounds.
As of now, we do not have a response from Yodlee that’s helpful in understanding what is needed in order to get this to work. My guess is that it could be account specific (e.g. something about some folks Vanguard accounts) that is blocking the upgrade. That or it’s environment specific, and while it sounds like you’ve tried all the possible environment specific checks, I can’t know for certain that still isn’t what’s causing it.
The transition steps for upgrading a connection to open banking are supposed to be
Log in to the Console
Click “Connection > Edit credentials”
In the first pop up that opens click “Update” or “Continue” - the button text may vary
This will trigger that first pop up to say “Securely transferring you from Tiller to Vanguard” with a spinning circle and a second pop up window to open that is essentially a new browser tab with the direct Vanguard login page - this is what’s establishing the OAUTH based connection, you’re logging in directly to Vanguard rather than sharing your credentials with Yodlee
In the new browser window you should log in to Vanguard and then usually there is a “what data you’re sharing” info page that shows which specific types of data you’ll be sharing with Yodlee/Tiller (e.g. account number, transactions, balances).
Then you’ll get to a page where you will select which accounts you want Yodlee/Tiller to access, usually via a checkbox.
Last you’ll have the option to confirm or in this case “enroll” in the connection - this is the final action to “give consent” to Yodlee/Tiller to pull your data.
After this action the window is supposed to close and then you’ll be redirected back to the first pop up and the message there will change to “Securely transferring you from Vanguard to Tiller”
Finally once the connection is successfully established in the first popup you’ll usually see your accounts listed out with their balances and you can click “save & close”
The issue we’re seeing is with step 7, this is broken as numerous folks reported the button “jiggling” or just never working past that point. When I tried the first time I saw some errors in the browser developer tools Console like this so it seems like it’s just some page load issue…but it’s hard to say and they’re not really giving us much detail though it sounds like some changes have been made because folks aren’t getting the “jiggle” anymore
I did reach out to our account manager (in addition to our technical account manager) today (this is in addition to the other communications with our technical account manager we initiated as soon as we noticed an issue) about it to share our frustration with this poor experience and ask what they’re doing to address it or share insights on why it’s been such a terrible experience.
Thank you @heather. I appreciate the detailed update even though there is no clear answer or resolution.
In my case, the steps are now behaving as you outline with no apparent issues until step 8.
With Fidelity, Tiller/Yodlee have struggled (at least in my case) with my more involved account (e.g. multiple brokerage, cash management, retirement, etc). All of my issues with Fidelity remain unresolved. I’m managing this through direct, manual balance history updates. Now, I’m doing the same for Vanguard.
For me, the financial institution data feed reliability issue is a Sev 1. It’s not getting better, it is getting worse. I love what you all are attempting to do and the community you’re building, but I need – and expect – reliable data feeds. It’s a foundational feature that everything else depends on.
My vanguard also hasn’t worked since the switch. I have deleted and tried to re-add with multiple browsers and it just sits at that “Securely transferring you from Vanguard to Tiller”
At the same time, my one america account also started having issues. It will connect and pull data, but just sits with the “Refreshing” button and times out eventually.
Hi Lauren: I decided to “start fresh” this weekend by removing my original Vanguard connection and reconnecting, as none of the other approaches seemed to work for me. I recommend waiting until the connection stabilizes, as there will be some additional steps. However, if you can’t wait… (Note: While disconnecting and reconnecting my account in incognito/private browsing mode worked for me, it may not work for everyone.)
• Your Tiller sheet will not lose any previously imported transactions or balance history records.
• After reconnecting your account(s), ensure that the Account Name in the Tiller Console matches what you had before (if you previously renamed them).
• Once the initial fill is complete, verify that the Account Names and Account IDs remain consistent between old and new records on the Balance History and Transactions sheets.
Here is an article in the Tiller Help Center that outlines this step in detail.
The last step I would add to those instructions is to go to the Accounts sheet and look for any invalid entries in column A. Reselect the account(s) in the dropdown and it should change to valid.
I’m sorry to be blunt, but I have definitely not found support to be helpful. The support answers are the same universal themes when it comes to financial institution data feeds.
To be clear, I still have the same reproducible issues with my Fidelity data feeds that were identified (and reproduced by Tiller) over a year ago. As I’ve shared, I’m a strong supporter for what Tiller is focused on achieving. I will not, however, accept that basic and foundational issues for data feeds are resolved. They are not.
I’ve spent hours trying to resolve the Vanguard issue. I’ve jumped through and over every suggested hurdle and hoop suggested.
Did you get your issue escalated to our data provider? They need a customer to get on a troubleshooting call and do a screen share but we have to ensure every recommendation is completed first so we don’t waste their time if the issue is computer specific.
It may feel redundant, but we have a required listed of checks we need to complete before we can move on with troubleshooting. Those checks start foundational but get more specific for Open Banking as we move through every troubleshooting step.
Heather and I discussed this. While I would have had time and would have welcomed the opportunity to work with Yodlee and Tiller on this 21+ days ago, I do not have any time to do so now. Heather indicated that there are plenty of others that are available with the same issue that can help with the debugging and resolution of this with Yodlee.
My recommendation and preference is that Tiller stop trivializing and mischaracterizing the number of customers experiencing bank data feed issues including this one with Vanguard.
We’re treating this as an outage at this point and Yodlee has created an alert. We’re working directly with some customers and yodlee for a troubleshooting call to hopefully identify the issue.
If you haven’t already, these are the workarounds you can try to get it to work:
Close out the window and try again back to back.
It might also be necessary to click the “Enroll” button a few extra times in a row in order for it to register. By this I mean click it 4+ times in a single attempt.
You can also try using another browser, a private browser, or enabling 3rd party cookies for Tiller. Some customers specifically found success in Safari and Edge.
Try using a different device
Clear browser cookies for Vanguard and Tiller
Clear your browser’s cache
Make sure you’re not on a VPN
We’ve run this up the flag pole at Yodlee and are not taking lightly that this isn’t working for some portion of our users. It will get resolved, but we don’t have an ETA on when that will happen.
It’s likely going to be a joint effort between Vanguard and Yodlee and since most people aren’t experiencing this issue, but rather seems to be some edge case they missed, it’s probably going to move a little slower than we want.
Thanks for your patience while we wait to hear from Yodlee on next steps.
I’ve also been exerecning issues with Vanguard and have been waiting for it to resolve with Yodlee.
Based on this thread, I have tried the workarounds presented without succcess. Taking your advice I did use the chat feature to request support, but Vanguard is currently listed as an outage on the outage dashboard and that I should wait.
Do I continue to wait, or pursue a different path for support given the statment in this thread that “Nearly every customer has shared that this issue is resolved now.”?
My sense is this is a bigger issue involving other services too. I have been unable to connect after getting connected right after the “upgrade” - a Mac user - so wondering if there is something going on w/ certain users and their set-ups.
Unfortunately I am having an issue with the “official” chat support. It won’t let me type in my issue.
I am stuck here with everyone else for weeks, unable to sync my Vanguard data, which unfortuantely makes Tiller almost 50% effective for myself and my family.
In case it hasn’t been discussed with Yodlee, here’s the request that continually happens in my browser (100s of times) with the same token, and same empty {} response
