{"article":{"id":15374015366807,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/15374015366807.json","html_url":"https://support.plaid.com/hc/en-us/articles/15374015366807-How-do-I-provide-troubleshooting-identifiers-on-support-tickets","author_id":396033157154,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":15991458358039,"created_at":"2023-06-16T22:20:47Z","updated_at":"2026-06-03T17:32:45Z","name":"How do I provide troubleshooting identifiers on support tickets?","title":"How do I provide troubleshooting identifiers on support tickets?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-03T17:32:45Z","user_segment_id":null,"permission_group_id":1121774,"content_tag_ids":[],"label_names":[],"body":"<p>When you <a href=\"https://dashboard.plaid.com/support\">reach out to Plaid Support</a> via the Plaid Dashboard, providing a Plaid identifier related to your question will help Plaid assist you as quickly and thoroughly as possible.</p>\n<p>An identifier allows Plaid Support to dive deeper into our logs to troubleshoot a user’s specific scenario to provide the most accurate analysis of the issue they may be experiencing.</p>\n<p>If the API returns a specific error, please refer to our <a href=\"https://plaid.com/docs/errors/\">Errors Overview</a> documentation for additional useful information before filing a support ticket. Oftentimes an error can be resolved by end-user action.</p>\n<p>Below is a list of common Plaid identifiers, how they assist us in troubleshooting issues, and where you can find them for an individual user:</p>\n<ul>\n<li>\n<a href=\"https://plaid.com/docs/quickstart/glossary/#item-id\">Item ID</a> - helps identify issues at the Item level. The item_id can be obtained from the response of the <a href=\"https://plaid.com/docs/api/items/#itemget\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/item/get</code></a> and <a href=\"https://plaid.com/docs/api/items/#itempublic_tokenexchange\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/item/public_token/exchange</code></a> endpoints.</li>\n<li>\n<a href=\"https://plaid.com/docs/quickstart/glossary/#access-token\">Access Token</a> - helps identify issues at the Item level. You will typically obtain an access_token by calling <a href=\"https://plaid.com/docs/api/items/#itempublic_tokenexchange\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/item/public_token/exchange</code></a>. For more details, see the <a href=\"https://plaid.com/docs/link/#link-flow-overview\">Token exchange flow</a>. Access tokens are stored in a secure database and are associated with your user - this is where you would search for the impacted user's token while creating a support ticket.</li>\n<li>\n<a href=\"https://plaid.com/docs/quickstart/glossary/#account\">Account ID</a> - helps identify issues at the account level. The account_id for each account on an item will be included in any requests to the <a href=\"https://plaid.com/docs/api/accounts/#accountsget\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/accounts/get</code></a> endpoint</li>\n<li>\n<a href=\"https://plaid.com/docs/quickstart/glossary/#request-id\">Request ID</a> - helps to identify issues with specific API calls and failed authentication. The request_id field can be found on any Plaid API or Link request.</li>\n<li>\n<a href=\"https://plaid.com/docs/quickstart/glossary/#link-session-id\">Link Session ID</a> - helps to identify issues with specific API calls and failed authentication. This identifier will be included in all Link callbacks. Please see our <a href=\"https://plaid.com/docs/link/web/#onsuccess\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">onSuccess()</code></a>, <a href=\"https://plaid.com/docs/link/web/#onexit\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">onExit()</code></a>, and <a href=\"https://plaid.com/docs/link/web/#onevent\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">onEvent()</code></a> callbacks for more information.</li>\n<li>\n<a href=\"https://plaid.com/docs/api/products/transactions/#transactions-get-response-transactions-transaction-id\">Transaction ID</a> - helps identify issues at the transaction level. You can find individual transaction_ids via any of the <a href=\"https://plaid.com/docs/api/products/transactions/#endpoints\">Transactions Endpoints</a>.</li>\n<li>\n<a href=\"https://plaid.com/docs/quickstart/glossary/#asset-report-token\">Asset Report Token</a> - identifies a token that is used to make API requests to an individual Asset Report. You can obtain an Asset Report Token from the <a href=\"https://plaid.com/docs/api/products/assets/#asset_reportcreate\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/asset_report/create</code></a> call made for the user.</li>\n<li>\n<strong>identity_verification_id</strong> - the most important identifier for tracing <a href=\"https://plaid.com/docs/identity-verification/\">Identity Verification</a> issues. Returned from <a href=\"https://plaid.com/docs/api/products/identity-verification/#identity_verificationcreate\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/identity_verification/create</code></a> and included in IDV-related webhooks.</li>\n<li>\n<a href=\"https://plaid.com/docs/api/products/transfer/initiating-transfers/#transfer-create-response-transfer-refunds-transfer-id\"><strong>transfer_id</strong></a> and <a href=\"https://plaid.com/docs/api/products/transfer/initiating-transfers/#transfer-authorization-cancel-request-authorization-id\"><strong>authorization_id</strong></a> - the most important identifiers for <a href=\"https://plaid.com/docs/transfer/\">Transfer</a> issues. transfer_id is returned from <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/transfer/create</code>; authorization_id is returned from <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/transfer/authorization/create</code>. Include all relevant IDs if your ticket references multiple transactions.</li>\n<li>\n<strong>client_transaction_id</strong> - your application's identifier for a specific transaction scored by <a href=\"https://plaid.com/docs/signal/\">Signal</a>. Use this to correlate Signal Transaction Scores with payment events on your side.</li>\n<li>\n<strong>user_token</strong> / <strong>credit_dashboard_user_id</strong> - for <a href=\"https://plaid.com/docs/check/\">Plaid Check</a> / Consumer Report issues, these identify the user whose report was generated. user_token is returned from <a href=\"https://plaid.com/docs/api/users/#usercreate\"><code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/user/create</code></a>; credit_dashboard_user_id is visible in the Credit Dashboard.</li>\n</ul>\n<p>Please also see our documentation for <a href=\"https://plaid.com/docs/launch-checklist/#storage--logging\">storing Plaid identifiers</a> so that you can easily access these identifiers when needed.</p>","user_segment_ids":[]}}