With two different institutions now I have had accounts disappear, and canāt be recovered.
In both cases
Things were working well with multiple accounts under the same institution
Then, when I needed to add a newly opened account / expected a newly opened account to appear, it wasnāt there
To troubleshoot, I first tried to re-enter credentials and refresh, but the new account didnāt show up
Then I deleted all accounts under the given institution, and re-added credentials
In both cases, having done this, only the primary account for the institution appeared, even though prior to this I had multiple accounts under each institution
In both cases, rather than gaining access to missing new accounts, I had now LOST access to accounts I previously had access to. The two institutions are USAA and Barclaycard.
I have gone back and forth with Tiller tech support, and they are very friendly and try to be helpful. But they basically say its the institutionās fault and thereās not much they can do. Am I the only one having this problem? It really takes the sheen off of Tiller to keep ālosingā accounts and from that day forward for them to effectively become manual entry accounts. It makes me afraid to modify any other accounts in TillerHQ for fear of losing them, and permanently increasing my workload with a bunch of painful manual entry tasks.
That is super odd, I have not had that problem is 5 years of using Tiller. I also havenāt seen any posts about similiar issues. I am sorry this is happening to you
I use Google Sheets on Mac. But the issue occurs upstream of that, in TillerHQ. The issue is about account access and data retrieval from institutions to TillerHQ.
In turn that affects what I can and canāt do in my filled sheet, but the fault here is somewhere between TillerHQ, yodlee, and the institutions.
@soitmake Understood. Thanks for answering the question anyway. When I try to investigate or troubleshoot any issue, I like to make sure I know the working environment.
Also, this may not even apply to your issue, however, I have experienced account related issues with Yodlee in the past, but on a different platform. I have 3 accounts with my credit union. Yodlee was not connecting at all. It turned out that one of the accounts (Savings) was the parent account, and checking and a loan came under it. I didnāt realize that and was trying to connect to checking. Once I connected to the parent account (savings) everything worked fine. When I came over to Tiller it worked fine here too. I believe it all have to do with the account suffix (xxxxxx-nn).
You didnāt mention any troubleshooting interaction with the financial institutions. And Iām not saying the issue is not within Tiller / Yodlee. Iām just saying you might look at your account details at the institution website to see if there is any type of parent account holding the other accounts together. I realize too that you said multiple accounts were working just fine until a new account was added.
Thanks @Clint.C I appreciate your input and I think you are in the right ballpark with your suggestion.
Having looked into it more deeply, with the barclaycard I can now see that the answer to this is that the other accounts are actually not other accounts. Meaning, there are three authorized users on the same account, each of those users has a different card, with a different 16 digit number on it, so they seem like distinct accounts, but barclaycard manages this as a single account. And therefore, Yodlee retrieves all of the data into a single account. You canāt distinguish from Tiller which transaction was initiated by which authorized user. But it does solve the question of what is going on here, at least as far as barclaycard.
Other institutions have other ways of looking at this, sometimes the same account becomes a new account from a yodlee perspective when you get a new card, even though itās the same account. And so on.
As for the account that disappeared, it must have been an account I closed at some point in the pastā¦ Thereās no history I can check in Tiller HQ to confirm that, but there must have not been any transactions on it because I donāt have any in Tiller.
As for USAA, I still have the same problem, and it does not have the same solution. Because it is a credit card and a checking account. So thereās no chance that these are being conflated by the institution. Also, in the past I was tracking both accounts in Tiller, before the credit card disappeared irretrievably.
That is interesting in regards to USAA. From what Iāve read on this site and the internet, USAA at one point became unsupported for aggregators. Then last year they became supported again with the open banking integration at least here with Tiller.
If you donāt mind me asking, Iām just curious which account was working first with USAA? Also, is the credit card business or personal?
Maybe someone else here might have USAA working for checking and or a credit card.
hi @soitmake, right now our data provider is working to fix a widespread outage affecting USAA. They indicate the tentative ETA for the fix is 8/8.
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You can check in on the status of this issue on this dashboard: Institution Alerts - Google Sheets.