All Plaid customers can get help through Plaid's self-service resources and Bill, Plaid's AI assistant in the Dashboard. Custom plan customers may have access to the Plus and Premium support tiers in addition to the default Basic tier.
Where to go depends on what you need help with
| What you need help with | Where to go |
|---|---|
| Errors, API behavior, institution issues, webhooks | Ask Bill in the Dashboard |
| Sign-up, onboarding, or Production access status | Start with Plaid Docs and the Help Center. If still stuck, ask Bill |
| Billing or invoice questions | Dashboard → Settings → Billing & Plans. If unresolved, ask Bill |
| Pricing or plan changes (Pay-as-you-go and Growth) | Dashboard → Settings → Billing & Plans |
| Pricing or plan changes (Custom plan) | Reach out to your Account Manager |
| Sales, evaluation, or Custom plan inquiries | plaid.com/contact |
| You're a consumer of an app that uses Plaid | Manage your connections at my.plaid.com, or email privacy@plaid.com |
| You're at a financial institution reporting an integration issue | Reach out to your existing technical contact at Plaid, or email fi-support@plaid.com |
Working with Bill
Bill can answer most API, integration, and account questions instantly. For questions about specific errors or Items, including the right identifiers helps Bill (or a human agent, if your question is escalated) resolve faster:
- For an error: the
request_id - For an Item issue: the
item_idoraccess_token - For a Link session issue: the
link_session_id - The institution involved (
institution_idor institution name) - The date and time of the issue (with timezone)
For a full guide on identifiers, see How do I provide troubleshooting identifiers on support tickets?
Phone support
Plaid does not offer general phone support — all technical and account support is handled through the Dashboard. If you have an Account Manager, they can be an additional channel for account-related questions.
Support package options
All customers receive the Basic support tier by default. Custom plan customers may have access to the Plus and Premium support tiers, which can include:
- Extended support availability hours (Plus: 8am–6pm PT business days; Premium: 24/7 for Severity 1 and 2 incidents)
- Faster guaranteed response times for incident-severity and non-incident tickets
- Response-time and uptime SLAs with associated service credits
- A designated Support Pod that manages your tickets (Premium tier)
- Access to Premium Dashboard features including SCIM/Directory Sync, Audit Logs, and Link Conversion Analytics+ (Premium tier)
To discuss enhanced support options or move to a Custom plan, contact your Account Executive or Account Manager, or reach out via plaid.com/contact.