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Issues with accounts or transactions

Missing transactions

Transaction data quality

Missing accounts

Misclassified accounts

Transactions

You may occasionally notice that a user appears to be missing transactions or that some aspect of the transactions data is incorrect. These issues sometimes occur on a one-off basis for users. If you observe ten or more access_tokens with missing data over a 48-hour period for a given institution, see our guide.
 

Missing transactions

If a user is missing transactions in a given date range, please follow these steps:

  1. Wait 48 hours, and attempt a /transactions/get request for the date range in which transactions are missing. It is possible that the institution is delayed in processing the transaction.
  2. If the transactions are still missing, file a case in the Dashboard under Missing data issues > Missing transaction data, and include the following information:
    • A general description of the problem
    • The date, amount, and/or merchant name of one or more of the missing transactions

This data will help our Support team investigate as quickly as possible and enable us to confirm if we have fixed the issue.

Example:

Subject: Lucky Dog Bank Token Missing November Transactions

An access_token for Lucky Dog Bank is missing transactions from 11/1/16 onward.


The most recent transaction was a purchase on 11/20/16, from Amazon, for $120.25

 

Transaction data quality

If a transaction is returning unexpected data—such as an incorrect name or category—please file a case in the Dashboard under Faulty data issues > Incorrect transaction data, and include the following information:

  • A general description of the problem, such as the expected value(s) and the value(s) being returned
  • Transaction _id(s)

This data will help our Support team investigate as quickly as possible and enable us to confirm if we have fixed the issue.

Example:

Subject: Lucky Dog Bank Misclassifying Wine Bar as Winery

An access_token for Lucky Dog Bank is returning transactions that have incorrect an transaction categorys. Transaction _id: “600r0LrVvViXjq96lBpdtyOWboBvzmsaZoeaV” is being categorized as a Beer, Wine and Spirits shop, but should be categorized as a Food and Drink winery.

Accounts

You may occasionally notice that a user appears to be missing an account, or that some aspect of the accounts data is incorrect. These issues sometimes occur on a one-off basis for users—if you are observing ten or more accounts with missing data over a 48-hour period for a given institution, see our widespread institution issues page. Because these issues are generally specific to an institution, please submit cases on behalf of one institution at a time. This will enable us to work through them as quickly as possible!
 

Missing accounts

If one or more accounts are not being returned, please follow these steps:

  1. Verify that the user has not closed the account.
  2. Check to see if a replacement account_id was issued for the account. If so, it is expected that the original account_id would no longer be returned.
  3. If the account has not been closed or replaced, please file a case in the Dashboard under Missing data issues > Missing account data, and include the following information:
    • A general description of the problem and how many access_token(s) are affected
    • Affected access_token(s)
    • The type of account missing and its last four digits

This data will help our Support team investigate as quickly as possible and enable us to confirm if we have fixed the issue.

Example:

Subject: Lucky Dog Bank missing second depository account

An access_token for Lucky Dog Bank is failing to return one of its two checking accounts.

Access_token: ‘d209f3be058d4c6cb6620037e7bef254d209f3be058d4c6cb6620037e7bef254d209f3be058d4c6cb6620037e7bef254d209f3be058d4c6cb6620037e7bef254’

Missing account type: checking Last four digits of missing account: 4200

 

Misclassified accounts

If an account has the incorrect type—e.g., a depository account is being classified as a certificate of deposit account—please file a case in the Dashboard under Faulty data issues > Incorrect account data, and include the following information:

  • A general description of the problem and the number of affected access_token(s)
  • Affected access_token(s)
  • account_id(s) of the misclassified account(s)
  • The type or subtype that the account should be.

This data will help our Support team investigate as quickly as possible and enable us to confirm if we have fixed the issue.

Example:

Subject: Lucky Dog Bank Misclassifying credit accounts as depository

An access_token for Lucky Dog Bank is misclassifying a credit account as a depository account.

Access_token: ‘d209f3be058d4c6cb6620037e7bef254d209f3be058d4c6cb6620037e7bef254d209f3be058d4c6cb6620037e7bef254d209f3be058d4c6cb6620037e7bef254’

Account _id of misclassified account: “YzzrzBrO9OSzo6BXwAvVuL5dmMKMqkhOoEqeo” Account type should be “depository”, but is being returned as “credit”
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