{"article":{"id":35362704470039,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/35362704470039.json","html_url":"https://support.plaid.com/hc/en-us/articles/35362704470039-How-to-file-a-Transfer-Support-Ticket","author_id":1511728400882,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":32456223710615,"created_at":"2025-10-02T17:44:07Z","updated_at":"2026-06-03T17:49:25Z","name":"How to file a Transfer Support Ticket","title":"How to file a Transfer Support Ticket","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-03T17:49:25Z","user_segment_id":null,"permission_group_id":1121794,"content_tag_ids":[],"label_names":[],"body":"<p><a href=\"https://dashboard.plaid.com/support/new/payment-and-funding/payment-and-funding/transfers-issue\">File a support ticket here</a>, and please include the following:</p>\n<ul>\n<li>\n<strong>Include either</strong> <a href=\"https://plaid.com/docs/api/products/transfer/initiating-transfers/#transfer-create-response-transfer-refunds-transfer-id\">transfer_id</a> <strong>or</strong> <a href=\"https://plaid.com/docs/api/products/transfer/initiating-transfers/#transfer-authorization-cancel-request-authorization-id\">authorization_id</a> as these are the most important for tracing issues. If neither is available, <a href=\"https://plaid.com/docs/quickstart/glossary/#item-id\">item_id</a> or <a href=\"https://plaid.com/docs/quickstart/glossary/#access-token\">access_token</a> are the next best options.</li>\n<li>For general Transfer questions and troubleshooting, select “Transfer Support Issue” under the “Transfer Issue Type” dropdown</li>\n<li>Brief description of the issue – Include as much detail as possible (e.g., API endpoint used, what failed, relevant timestamps, or dashboard actions taken).</li>\n<li>For funding or reconciliation issues, include the trace number, deposit date, and/or funding method.</li>\n</ul>\n<p><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/35362732437143\"><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/35362704468375\"></p>\n<ul>\n<li>\n<strong>Need to file a trace, reversal, recall, or WSUD request?</strong> After providing the <a href=\"https://plaid.com/docs/api/products/transfer/initiating-transfers/#transfer-create-response-transfer-refunds-transfer-id\">transfer_id</a>, select the appropriate option from the “Transfer Issue Type” dropdown. This helps us route your request directly to our ACH Operations team, who process these time-sensitive requests.</li>\n<li>These request types can only be submitted after a transfer or sweep has been initiated. For quick definitions, see below. For a detailed walkthrough of each request type, see <a href=\"https://support.plaid.com/hc/en-us/articles/32881719199767\">How are ACH transfer investigations escalated?</a>\n</li>\n<li>Trace – Check the status of a transfer that hasn't posted.</li>\n<li>Reversal – Fix a duplicate or erroneous transfer.</li>\n<li>Recall – Request return of large or misdirected transfers (not guaranteed).</li>\n<li>WSUD – Form consumers sign to dispute unauthorized debits.</li>\n</ul>\n<p><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/35362704468631\"></p>\n<p><strong>Note</strong>: If you're referencing multiple transactions, please include all relevant <a href=\"https://plaid.com/docs/api/products/transfer/initiating-transfers/#transfer-create-response-transfer-refunds-transfer-id\">transfer_id</a>(s) in the ticket body along with the reason for request and amount of each transaction</p>","user_segment_ids":[]}}