{"article":{"id":19076011876119,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/19076011876119.json","html_url":"https://support.plaid.com/hc/en-us/articles/19076011876119-How-do-I-get-help-from-Plaid","author_id":1517686125941,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":15991458358039,"created_at":"2023-11-14T23:37:04Z","updated_at":"2026-06-01T01:59:47Z","name":"How do I get help from Plaid?","title":"How do I get help from Plaid?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-01T01:59:47Z","user_segment_id":null,"permission_group_id":1121774,"content_tag_ids":[],"label_names":[],"body":"<p>All Plaid customers can get help through Plaid's self-service resources and <a href=\"https://dashboard.plaid.com/support/new\">Bill</a>, Plaid's AI assistant in the Dashboard. Custom plan customers may have access to the Plus and Premium support tiers in addition to the default Basic tier.</p>\n<h2>Where to go depends on what you need help with</h2>\n<table>\n<thead>\n<tr>\n<th>What you need help with</th>\n<th>Where to go</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>Errors, API behavior, institution issues, webhooks</td>\n<td>Ask <a href=\"https://dashboard.plaid.com/support/new\">Bill</a> in the Dashboard</td>\n</tr>\n<tr>\n<td>Sign-up, onboarding, or Production access status</td>\n<td>Start with <a href=\"https://plaid.com/docs/\">Plaid Docs</a> and the <a href=\"https://support.plaid.com/\">Help Center</a>. If still stuck, ask <a href=\"https://dashboard.plaid.com/support/new\">Bill</a>\n</td>\n</tr>\n<tr>\n<td>Billing or invoice questions</td>\n<td>Dashboard → <strong>Settings → Billing &amp; Plans</strong>. If unresolved, ask <a href=\"https://dashboard.plaid.com/support/new\">Bill</a>\n</td>\n</tr>\n<tr>\n<td>Pricing or plan changes (Pay-as-you-go and Growth)</td>\n<td>Dashboard → <strong>Settings → Billing &amp; Plans</strong>\n</td>\n</tr>\n<tr>\n<td>Pricing or plan changes (Custom plan)</td>\n<td>Reach out to your Account Manager</td>\n</tr>\n<tr>\n<td>Sales, evaluation, or Custom plan inquiries</td>\n<td><a href=\"https://plaid.com/contact\">plaid.com/contact</a></td>\n</tr>\n<tr>\n<td>You're a consumer of an app that uses Plaid</td>\n<td>Manage your connections at <a href=\"https://my.plaid.com\">my.plaid.com</a>, or email <a href=\"mailto:privacy@plaid.com\">privacy@plaid.com</a>\n</td>\n</tr>\n<tr>\n<td>You're at a financial institution reporting an integration issue</td>\n<td>Reach out to your existing technical contact at Plaid, or email <a href=\"mailto:fi-support@plaid.com\">fi-support@plaid.com</a>\n</td>\n</tr>\n</tbody>\n</table>\n<h2>Working with Bill</h2>\n<p><a href=\"https://dashboard.plaid.com/support/new\">Bill</a> can answer most API, integration, and account questions instantly. For questions about specific errors or Items, including the right identifiers helps Bill (or a human agent, if your question is escalated) resolve faster:</p>\n<ul>\n<li>For an error: the <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">request_id</code>\n</li>\n<li>For an Item issue: the <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">item_id</code> or <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">access_token</code>\n</li>\n<li>For a Link session issue: the <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">link_session_id</code>\n</li>\n<li>The institution involved (<code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">institution_id</code> or institution name)</li>\n<li>The date and time of the issue (with timezone)</li>\n</ul>\n<p>For a full guide on identifiers, see <a href=\"https://support.plaid.com/hc/en-us/articles/15374015366807\">How do I provide troubleshooting identifiers on support tickets?</a></p>\n<h2>Phone support</h2>\n<p>Plaid does not offer general phone support — all technical and account support is handled through the Dashboard. If you have an Account Manager, they can be an additional channel for account-related questions.</p>\n<h2>Support package options</h2>\n<p>All customers receive the Basic support tier by default. Custom plan customers may have access to the Plus and Premium support tiers, which can include:</p>\n<ul>\n<li>Extended support availability hours (Plus: 8am–6pm PT business days; Premium: 24/7 for Severity 1 and 2 incidents)</li>\n<li>Faster guaranteed response times for incident-severity and non-incident tickets</li>\n<li>Response-time and uptime SLAs with associated service credits</li>\n<li>A designated Support Pod that manages your tickets (Premium tier)</li>\n<li>Access to Premium Dashboard features including SCIM/Directory Sync, Audit Logs, and Link Conversion Analytics+ (Premium tier)</li>\n</ul>\n<p>To discuss enhanced support options or move to a Custom plan, contact your Account Executive or Account Manager, or reach out via <a href=\"https://plaid.com/contact\">plaid.com/contact</a>.</p>\n<h2>Related articles</h2>\n<ul>\n<li><a href=\"https://support.plaid.com/hc/en-us/articles/15374015366807\">How do I provide troubleshooting identifiers on support tickets?</a></li>\n<li><a href=\"https://support.plaid.com/hc/en-us/articles/33997907149719\">What do the different Support Ticket statuses indicate?</a></li>\n<li><a href=\"https://support.plaid.com/hc/en-us/articles/36773556256919\">What is a Known Issue?</a></li>\n</ul>","user_segment_ids":[]}}