You can resolve link errors in three places:

• Client: On the client portal

• Advisor: On the Aggregated Accounts page

• Advisor: On the Households Assets/Liabilities panel

Clients Resolve on the Client Portal

Best Practice: Let Clients Resolve Errors Clients are best suited to resolve most integration errors since they own the accounts and can address dual factor authentication requirements, login credential changes, or similar issues.

Your clients will see an alert when they log in to the client portal. Clicking on the alert icon will open the announcement and provide a link to the Assets/Liabilities page on the portal.

To allow clients to manage assets and liabilities themselves, see Allow Clients to Manage Assets and Liabilities on the Portal. For more information on linking accounts and updating credentials on the client portal, see Link, Edit, or Unlink Accounts on the Client Portal.

Resolve on the Aggregated Accounts Page

See and resolve errors for all your different linked accounts, assets, and liabilities using the Link Status and Status Detail columns on the Aggregated Accounts page.

Don't see Link Status or Status Detail? Your current view may not include these columns. Create a view that includes Link Status and Status Detail to help with troubleshooting.

Possible resolutions for accounts with errors include: 

• Check the Status Detail column for specific information about how to resolve the error.

• Check and refresh account linking information.

• Re-enter credentials.

• Log in and resolve updates with the provider. Possible reasons include accepting updated Terms & Conditions or updating security questions.

• Wait. The issue may resolve itself in time.

Resolve on the Households Assets/Liabilities Panel

On the Household's Assets/Liabilities panel, click the error to get more information on how to resolve the issue.

The following are common error messages and their resolutions:

Error Message	Reason and Resolution
Please update your credentials	Login credentials are out of date. For example, the password may have expired. Use the provided link to enter new credentials.
Action is required on the provider's site	Something has changed on the financial institution's site. For example, the client may have to agree to new terms and conditions on the provider's site. Use the provided links to address the issue at the provider's site or refresh the status.
The account or site is experiencing technical difficulties	There is something wrong with the provider's website or the link on their end. Contact your Tamarac Service Team for more information.

On the Aggregated Accounts page, click Edit Options () and choose Refresh Link Status. This confirms the link is working. Fresh data will come in with the next day’s sync.

If searching by name doesn't bring up the institution you are looking for, try the following:

• Search by URL. Navigate to the financial institution's login page in a separate browser tab. Copy and paste that URL directly into the search bar. Make sure to remove the https://www. from the front of the URL.

• Search by a less specific term. Sometimes the name may not be entered in the Yodlee database identically to how you are entering it.

You can choose to delete an account at the end of the new account linking workflow.

To exclude an account from being linked, click in the Link Accounts dialog box when you get to the View Accounts step.

Use the account value to identify which accounts are which, then edit the account details to change the description or account name for future reference.

For more information, see Link, Edit, or Unlink Accounts on the Aggregated Accounts Page.

Clients can update their credentials when a linked account displays an error.

Only advisors can proactively update credentials. To proactively update credentials, on the Aggregated Accounts, click Edit Options () and click Edit Credentials.

For more information, see Edit Linked Account Details and Credentials.

We recommend that you allow clients to manage assets and liabilities on their client portals. This avoids potential custody issues by allowing clients to establish and maintain linked accounts themselves.

If there are data issues with reconciled accounts, you can tell Tamarac to remove the matching it has automatically done to connect the reconciled account coming in from Yodlee with a Tamarac account. You can also set specific accounts as not eligible for matching with a Yodlee reconciled account.

To adjust account matching:

1. Create an Account Information bulk report.

2. Under Available columns, in the Account General section, add Yodlee ID and Yodlee matching status to the Selected columns list.

   

3. Run the bulk report. For more information, see Understanding Bulk Data Exports.

   When you run the bulk report, each account will display one of following results in the Yodlee Matching Status column:

   • Yes: The Accounts page account is matched with a reconciled account. The Accounts page account will also have an ID in the Yodlee ID column that matches the reconciled account's Yodlee ID.

   • No: This account has been set to never be matched with a reconciled account. The Yodlee ID column is blank.

   • Blank: This account is available to be matched with a reconciled account. The Yodlee ID column is blank.

4. In the CSV, change the Yodlee Matching Status column to Yes or No.

   • From No to Yes: The account is eligible for automatic matching with reconciled accounts that come through Yodlee during the next sync.

   • From Yes to No: The account is currently matched. You want to clear that matching but leave the account available to be matched in the future.

   • From Blank to No: Never match this account with any reconciled accounts.

5. Make no changes to the Yodlee ID column. Tamarac automatically populates the Yodlee ID column when a reconciled account is created and matched with an account on the Accounts page. You cannot manually match or use a bulk report to match accounts.

6. Upload the CSV file. For more information, see Understanding Bulk Data Uploads.

Find the new reconciled account on the Accounts page and add it to the Household on the Household and Group Membership Panel.

1. Check to make sure the reconciled account has been added to the Household.

2. Set the Net Worth category for accounts, assets, and liabilities to control how the Net Worth displays them.

For more information, see View and Add Assets and Liabilities on the Net Worth Report.

If the balance-only account is not an asset or is not an investment account, it cannot be converted to a reconciled account.

If it is an asset and an investment account but you don't see Upgrade to Reconciled Data, contact your Tamarac service team.

For more information on converting to a reconciled account, see Convert Balance-Only and Advisor Permissioned Data Accounts to Reconciled Accounts.