Hello team @randy@heather, I just started to get this message about 4 days ago when trying to refresh my AmEx account. It’s odd because the account definitely still exists, and is not closed. I’m able to login to it fine when I hit the “Go to Site” button.
When I go to the chat, the virtual assistant just keeps leading me to the Institution Alerts Sheet. The connection to my partner’s AmEx account is still working and pulling her account data with no issue, so it does not appear to be an issue with Yodlee connecting to AmEx. Have either of you encountered this issue in the past where an account exists, but this error is given?
Additionally, would I just be able to remove the account and try to re-add it? Would that cause the backend processes to pull in the previous 3 months of transactions again, like it would with a new spreadsheet, or would it pick up the account again and realize it has already filled those transactions? Thanks!
The account will automatically disappear from the Account Summary and accounts list for each sheet. All data associated with that account will be removed from Tiller’s databases.
Note:If you reconnect an account that was previously linked to a sheet and then relink it to the same sheet you will get duplicate transaction and account balance data. Tiller thinks that you’re adding the account for the first time so it will pull in all the data it can grab from your institution for that account.
That data unavailable error is relatively common and can be misleading.
We don’t recommend removing/re-adding accounts as a troubleshooting step. It will cause duplicate data to pull into your sheet, you could be unable to add it back again without an error, and it removes error logs on our back end that are helpful for troubleshooting.
When there is an institution alert for an institution, that means our team is blocked from reaching out to Yodlee regarding that specific institution. It doesn’t mean 100% of accounts will be impacted (which is why you can see some Amex accounts working but not all) but it means Yodlee is already aware of a widespread connectivity issue and is already working on it. It could be that anywhere from 10 to 100% of accounts are failing under that institution and by posting that alert it means Yodlee is already taking action to fix it.
If you are still unable to connect after the outage is gone, I’d recommend reaching out to our support team via the chat window in the lower right corner of the Console at https://my.tillerhq.com/
I also have this issue if I try to reconnect to pull in my HYS account with Amex. Existing accounts update without a problem, I just can’t update the connection to add accounts so I won’t delete the login just in case it breaks more.
What is odd is that in Amex’s site, under third party access Tiller does not show up. I have a few business accounts with Amex and those logins show the third party access for Tiller. Amex was no help in solving this.
I am having the same problem with my AmEx credit card. It has now been 27 days since I was able to refresh. I submitted a ticket to Tiller and have been told that it is a problem with American Express. Of course American Express customer service has been no help at all. I am desperate for a solution, does anyone have a suggestion on how I can resolve this issue?
hi @bkelley as you noted our data provider is currently working on an outage affecting American Express. As per Morgan’s post above we suggest reviewing the connections troubleshooting guide and/or manually tracking the account.
18 days and still no Amex transaction update. Amex is no longer on outage list either. Any idea when this will be resolved, if ever?
I pay for Tiller more because of the automatic data/transactions updating to my budget. About 18 months ago this stopped happening regularly and unless I manually have the spreadsheet “fill sheets” it usually lags by 1-2 days. Now, the Amex issue. Wondering what the compensation will be for us paying for a tool that’s been down for so long, over half a month and counting. Pretty frustrating and whenever I mention compensation in the chat it’s glanced over. Just tells me I should add the transactions manually and it is out of their control and basically it will be fixed when it’s fixed. Getting ready to quit this thing.
I suspect the reason that Tiller isn’t saying much about compensation is because their terms of service have them pretty well covered for things like this. That doesn’t necessarily mean it’s the right thing to do (though it’s a complicated question), but the ToS basically say that Tiller doesn’t guarantee access to data.
It has now been six weeks (!) since my American Express account has updated. During that time the listing for American Express has come and gone on the Institution Alerts Dashboard. As of today the Dashboard shows an “Issue Start” date for American Express as 8/1/2024, although I have had this problem since 6/23/2024. It also shows the current “Tentative ETA” as 8/29/2024.
I understand that this is not a Tiller issue, it is an issue between Yodlee and American Express. However, knowing who’s problem it is doesn’t help me import the data that I need. Tiller is the only financial tool that I have found that allows me to do everything that I want exactly how I want to do it, but if I can’t import my data then all of that is irrelevant. So, unfortunately I have started the process of finding a new financial tool. Right now my main criteria is finding a tool that does not use Yodlee to sync bank data.
Just to pile on this issue, my AmEx card stopped updating about 26 days ago also (July 16th was the last data) and I am getting the same issue as the original poster of this issue.
Same here, neither of my Amex accounts have been synced since July 11 and I’m not able to fix their connections. We use our Amex’s quite a bit so not having these transactions the past month means we’re having a hard time tracking our expenses.
Great news! Last night I tried to update my American Express account in Tiller (just like I have been doing every day for the last seven weeks), and it finally updated! Here are a few notes that may be helpful to others:
I think the problem started with American Express and had something to do with having multiple accounts. I have a credit card and a savings account with AmEx and I think they changed something with the way they share data and it took Yodlee a while to change it in their system.
The “Institution Alerts” Google Sheet that Tiller maintains (which looks like it may be populated by Yodlee) is almost completely useless. During the seven weeks, sometimes American Express was on the list, and sometimes it wasn’t. The “Issue Start” and “Tentative ETA” dates seem completely arbitrary. The dates come and go with no resolution.
Tiller support is really good - at Tiller support. I completely understand that this was an issue between American Express and Yodlee. However, being told by Tiller that it’s not their problem and they can’t do anything about it is still very frustrating.
I researched other financial tools and was about to pull the trigger on Monarch Money. It can’t to everything that I can do in Tiller, but it has a great interface and can do almost everything that I want to do. The biggest reason I could find to switch from Tiller to Monarch Money is that Monarch does not use Yodlee to sync accounts. In fact, of the three other apps I explored, none of them use Yodlee. This is not to say that other account syncing platforms did not have the same problem with American Express, I just know that it has been a bad experience with Yodlee.
Since everything is back to normal, I am going to stick with Tiller for now. However, I at least have a good alternative in Monarch Money that I will switch to if I run in to this problem again. And I won’t wait seven weeks to switch!
Great news indeed! I’m glad it finally was resolved for you. I know these type of issues can be very frustrating. Thanks for taking the time to write up your notes. That is always helpful.
In case you are not aware, the good news is that Tiller is adding another aggregator! I am looking forward to Tiller having multiple aggregators soon.
Thanks for the update @bkelley , I had to refresh my credentials in the Tillerhq.com page and it started working again for me as well. Appreciate you taking the time to write up your findings.
On a related note, I used to use Monarch Money but found some major gaps in features that made me switch. DM me if you want details.
@1Email2RuleThemAll try updating the credentials in a private browser, that can help trigger the authentication again. You aren’t the only one that still has issues but we have seen reports from customers lately that this starting to look resolved