You can see a list of the Support cases your team has filed in the Dashboard on the Get help page.
This is a breakdown of the different statuses you will see when viewing your cases. The status is shown in the Status column, and you can filter the list by status.
- Open: These are cases that have been submitted to Plaid Support and are waiting on a reply.
- Updated: When Plaid Support replies with an answer, the case will show as Updated. A case will remain in an “Updated” status for 14 days before it becomes “solved.”
- Pending: Cases related to a bug or issue that Plaid is tracking are set to pending until they are resolved.
- Following: This case corresponds to a Known Issue that you have chosen to follow. You will see updates as Plaid investigates and resolves the underlying issue. You can filter your list to show only the Known Issues you are following, separately from your other cases.
- Solved: When either you or Plaid have determined no further action is required. Solved cases will automatically “close” after 7 days or you can self-solve a case from the Dashboard.
- Closed: Closed cases cannot be modified; if a customer replies to a closed case it will create a new “follow-up” case. The follow-up case will reference the case ID of the earlier closed case.