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 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 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 the 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 if the issue is not the problem my user is reporting?
In this case, you can click the 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.
Does creating a case prioritize a fix more than following the issue?
Our engineering team tracks both the number of issue reports and the overall impact to all traffic of each issue, and uses this to prioritize which issues to fix. Creating a case and following a Known Issue are both equivalent in terms of this calculation.
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 all of them.
What do the Known Issue statuses mean?
Each issue has a status that reflects the state of the internal escalation. More information on each status is below:
- Reported - the issue has been documented, but engineering has not reviewed it yet
- Investigating - the issue is open and the team is working on it
- TEMPORARILY DOWN - Plaid has automatically detected that connectivity to the institution is temporarily down
- Scheduled - the issue has been scheduled for review
- Gathering Data - the team is collecting additional information to understand and address the issue
- Awaiting Resolution - engineering has reviewed the issue, and it is under consideration for a fix
- Fix in Progress - engineering is currently working on a fix for the issue
- Fix Pending Validation - a fix has been implemented and is being validated before deployment
- Awaiting Migration - engineering has identified that the issue will be addressed in a rebuild of the integration, but this has not started
- Migration In Progress - engineering has identified that the issue will be addressed in a rebuild of the integration that is currently in development
- Needs Data Partner Escalation - the issue requires a fix from the financial institution, and our team is reaching out to them
- Escalated to Data Partner - the issue requires a fix from the financial institution, and our team has raised it with them
- Fix in Progress with Data Partner - the financial institution is working on a fix
- Requires Data Partner Resolution - the issue requires a fix from the financial institution, but our team has not been able to make contact with the institution
- Resolved - The issue has been fixed by our engineering team, or they no longer see the issue in our logs
- Not Prioritized - the issue is still occurring, but engineering will not fix it due to low impact
- Duplicate - the issue is a duplicate of another tracked issue
- Expected Behavior - the reported behavior is working as intended or is a documented limitation
- Cannot Fix - the issue cannot be fixed due to technical or business constraints
- N/A - The issue is not something that can be fixed and is a known limitation