{"article":{"id":36488434006167,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/36488434006167.json","html_url":"https://support.plaid.com/hc/en-us/articles/36488434006167-How-to-file-a-Layer-Support-Ticket","author_id":1511728400882,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":35303239699479,"created_at":"2025-11-21T04:33:15Z","updated_at":"2026-05-31T03:46:28Z","name":"How to file a Layer Support Ticket","title":"How to file a Layer Support Ticket","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-05-31T03:46:28Z","user_segment_id":null,"permission_group_id":1121794,"content_tag_ids":[],"label_names":[],"body":"<p><a href=\"https://dashboard.plaid.com/support/new/identity-and-screening/identity-and-screening/layer-issue\">File a support ticket here</a>, and please include the following:</p>\n<ul>\n<li>\n<p><strong>Include at least one of the following identifiers:</strong> access_token, item_id, request_id</p>\n</li>\n<li>\n<p><strong>Brief description of the issue</strong> – Include as much detail as possible (e.g., where the Layer waterfall failed, whether fallback steps appeared, errors, and expected vs. actual behavior).</p>\n</li>\n<li>\n<strong>(Optional) Attach a screenshot</strong> of any user-facing failure screen or dashboard error.</li>\n</ul>\n<p><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/36488420818839\"></p>\n<p><strong>Note:</strong> This category is only for debugging a specific <strong>session</strong> or <strong>identifier</strong>. For implementation, configuration, template questions, or feature requests, submit a <strong>Product Functionality</strong> ticket instead.</p>","user_segment_ids":[]}}