Account has correct amount in the Connected Account Summary but it is showing as not refreshed. The correct amount is not showing in the Sheet.
I tried searching the community but wasn’t able to find anything about this specific issue. Will delete if duplicative. Thanks!
Just checking - have you performed a Fill afterward?
What sheet exactly? Balances, Balance History?
Hi - thanks for responding. Yes I’ve done many fills and tried to manually refresh about 10 times on the my.tillerhq.com/ homepage. It shows as “last updated 39 days ago” in the Balances Sheet. I don’t have a Balance History Sheet.
Go to View > Hidden sheets to unhide the Balance History sheet. See what it shows there. Also check the Accounts sheet, including the hidden columns off to the right of the sheet.
Maybe the account got renamed and so the 39 days ago is for the previous name. Seems to be a few reports of accounts getting renamed recently.
Thanks Mark. It seems that it is saying the same account name in all places.
On the Balance History Sheet it is saying “Account Name” in column D and Account Number in column E.
In the other sheets it says “Account Name (xxx123)”
It’s possible there is a misspelling or an extra something. Where exactly do I need to confirm the spelling matches?
I just confirmed that all “Account Name (xxxx1234)” are all the same. On the Accounts page it is showing as Account Name - xxxx1234 (A12B) Any other troubleshooting tips?
The Balance History sheet is where balance data gets stored after performing a Fill (most recent at the top). So, if you are not seeing the corresponding “correct amount in Connected Account Summary” there, then I’d probably contact support via the Tiller Console chat icon in lower-right corner.
So I actually see the correct amount in the Balance History sheet for 6/6/24 which is the last time it must have pulled. Out of the 8 different balances pulled that day one is correct, very odd.
If there are multiple balance entries for the same account on the same day, I believe the most recent is what gets reported elsewhere, like the Balances sheet.
You could check to see if your institution is listed in the Institution Alert Dashboard and if it is, then Tiller support would likely consider it a data provider issue and you’d just have to monitor, and wait for it to be resolved. If it isn’t, then report it to Tiller support and my guess is they’d still consider it a data provider issue and would report it to them.
