If Plaid is aware of an institution issue that is impacting your user, we will display information about this issue when you are filing a new support case on the Plaid Dashboard. You can then follow the issue to receive automatic updates when the issue is resolved.
What if I have additional questions about a Known Issue?
After following an issue, you will be able to convert the follow request to a standard case if you have additional questions. Once converting the follow request to a case, a support agent will review your question and reply as with a standard case. Please note that our support team does not have any additional information about issue resolution timelines beyond what is provided in the known issue details.
What if the issue is not the problem my user is reporting?
In this case, you can click the I have a different Issue button to create a support case. Please note that some known issues may still be impacting your user even if the symptoms are different than described - for example, many missing data issues are caused by an underlying connectivity issue with the institution.
How does Plaid know that my user is impacted by a particular Known Issue?
When filing a new support case for an institution issue, you first provide a user identifier representing the session or connection of the impacted user. After entering this identifier, Plaid searches the internal error logs associated with this specific identifier, and checks whether the internal error data matches any issues that we are already aware of. Using this approach, we can be confident that we only surface known issues that are relevant to the user.
If there is a Known Issue matching your identifier, Plaid will provide a description of issue, as well as start/end dates, current status, and associated error codes. You can then follow the issue to be notified via email as soon as it gets resolved. You can also track the status of the issue via the Plaid Dashboard - follow requests are displayed alongside any support cases that you create.
What does a Known Issue represent?
Each known issue we surface corresponds directly to an issue that our support team has raised to engineering to investigate and resolve. These issues can be financial institution outages, unexpected connection blocks, problems with pulling item updates, or cases where Plaid incorrectly reports invalid credentials or authentication errors.
How do some Known Issues impact many institutions?
Each known issue is tied to a particular internal error in our codebase - known issues with multiple institutions typically have the same root cause and are fixed by the same change. Because all of the impacted institutions for an issue use the same banking software, much of the same integration code is used across across all of them.