How do I provide troubleshooting identifiers on support cases?

When you reach out to Plaid Support via the Plaid Dashboard, providing a Plaid identifier related to your question will help Plaid assist you as quickly and thoroughly as possible.

An identifier allows Plaid Support to dive deeper into our logs to troubleshoot a user’s specific scenario to provide the most accurate analysis of the issue they may be experiencing.

If the API returns a specific error, please refer to our Errors Overview documentation for additional useful information before filing a support case. Oftentimes an error can be resolved by end-user action.

Below is a list of common Plaid identifiers, how they assist us in troubleshooting issues, and where you can find them for an individual user:

• Item ID - helps identify issues at the Item level. The item_id can be obtained from the response of the /item/get and /item/public_token/exchange endpoints.
• Access Token - helps identify issues at the Item level. You will typically obtain an access_token by calling /item/public_token/exchange. For more details, see the Token exchange flow. Access tokens are stored in a secure database and are associated with your user - this is where you would search for the impacted user's token while creating a support case.
• Account ID - helps identify issues at the account level. The account_id for each account on an item will be included in any requests to the /accounts/get endpoint
• Request ID - helps to identify issues with specific API calls and failed authentication. The request_id field can be found on any Plaid API or Link request.
• Link Session ID - helps to identify issues with specific API calls and failed authentication. This identifier will be included in all Link callbacks. Please see our onSuccess(), onExit(), and onEvent() callbacks for more information.
• Transaction ID - helps identify issues at the transaction level. You can find individual transaction_ids via any of the Transactions Endpoints.
• Asset Report Token - identifies a token that is used to make API requests to an individual Asset Report. You can obtain an Asset Report Token from the /asset_report/create call made for the user.
• identity_verification_id - the most important identifier for tracing Identity Verification issues. Returned from /identity_verification/create and included in IDV-related webhooks.
• transfer_id and authorization_id - the most important identifiers for Transfer issues. transfer_id is returned from /transfer/create; authorization_id is returned from /transfer/authorization/create. Include all relevant IDs if your case references multiple transactions.
• client_transaction_id - your application's identifier for a specific transaction scored by Signal. Use this to correlate Signal Transaction Scores with payment events on your side.
• user_token / credit_dashboard_user_id - for Plaid Check / Consumer Report issues, these identify the user whose report was generated. user_token is returned from /user/create; credit_dashboard_user_id is visible in the Credit Dashboard.

Please also see our documentation for storing Plaid identifiers so that you can easily access these identifiers when needed.