How do I provide troubleshooting identifiers on support tickets?

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 ticket. 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 ticket.
• 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 onExit() , and onEvent() callbacks for more information.
• Transaction ID - helps identify issues at the transaction level. You can find individual transaction_id's 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.

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