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How can I troubleshoot and resolve account refresh issues in Tiller?

Written by Ashleigh Cooley

How to Troubleshoot and Resolve Account Refresh Issues in Tiller

Account refresh issues in Tiller can occur for various reasons, including incomplete refresh processes, authentication errors, or limitations imposed by financial institutions. This guide provides comprehensive troubleshooting steps to resolve these issues and ensure your account data updates correctly.

General Troubleshooting Steps

  1. Use an Incognito/Private Browser Session:

    1. Open an incognito/private browser session (instructions here)

    2. Log in to the Tiller Console at my.tillerhq.com

    3. Attempt to refresh your accounts.

    4. If successful, clear your browser cache to avoid future issues.

  2. Re-enter Credentials:

    1. Navigate to the Connected Account Summary in the Tiller Console.

    2. Select the affected account and click Connection > Edit credentials.

    3. Re-enter your username and password, and complete any multi-factor authentication (MFA) prompts.

    4. Wait for a successful connection (indicated by updated balances) and click Save & Close.

  3. Check for Session Conflicts:

    1. Log out of your bank account on all other browsers and devices before refreshing in Tiller.

  4. Check for known issues and outages:

    1. Your institution may be experiencing an outage or known issue; please check the linked guides to determine if our team is aware of a current problem.

Understanding Auto-Refresh Limitations

  • Auto-refresh functionality is determined by agreements between financial institutions and Tiller’s data provider. Some accounts, such as those from CommunityAmerica Credit Union, may not support auto-refresh for certain account types.

  • Refresh schedules are typically on a 24-hour cycle and are controlled by the data provider. If your bank recently enabled auto-refresh, it may take time to reflect in Tiller.

Additional Tips

  • Inactive or Closed Accounts: Remove inactive or closed accounts from your connection to avoid disruptions. Re-enter credentials for active accounts to restore normal refresh behavior.

  • No Recent Transactions: Accounts with no recent activity may not show updates in the spreadsheet, even if they refresh successfully in the Console.

  • Persistent Errors: If issues persist, take a screenshot of the error and submit it to Tiller support for further investigation.

If you're still running into issues, please contact Tiller's support team for more help.

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