{"article":{"id":36488467667863,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/36488467667863.json","html_url":"https://support.plaid.com/hc/en-us/articles/36488467667863-How-to-file-a-Signal-Support-Ticket","author_id":1511728400882,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":16150583224855,"created_at":"2025-11-21T04:34:16Z","updated_at":"2026-06-03T17:53:51Z","name":"How to file a Signal Support Ticket","title":"How to file a Signal Support Ticket","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-03T17:53:51Z","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/signal-issue\">File a support ticket here</a>, and please include the following:</p>\n<ul>\n<li>\n<strong>Include one of the following identifiers</strong>, as these are the most important for tracing Signal scoring issues:<ul>\n<li>\n<strong>Best option:</strong><ul>\n<li>\n<strong>client_transaction_id</strong> – if the score was associated with a specific payment event</li>\n</ul>\n</li>\n<li>\n<strong>Also accepted:</strong><ul>\n<li><strong>account_id</strong></li>\n<li><strong>access_token</strong></li>\n<li><strong>item_id</strong></li>\n<li><strong>request_id</strong></li>\n</ul>\n</li>\n</ul>\n</li>\n<li>\n<strong>Brief description of the issue</strong> – Include as much detail as possible (e.g., the Signal score returned, expected vs. actual behavior, context around the event that generated the score, dashboard actions taken).</li>\n<li>For investigations related to ACH risk evaluation or pre-transfer scoring, include the relevant <strong>Signal output fields</strong> from the <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">/signal/evaluate</code> response (e.g., the <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">scores</code> object, <code style=\"border:none;background:#f1f3f5;padding:1px 4px;border-radius:3px;font-size:0.9em;\">core_attributes</code>, or other fields whose values you want investigated).</li>\n</ul>\n<p><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/36488467667351\"></p>\n<h3><strong>Note:</strong></h3>\n<p>Signal investigation requests can only be processed <strong>after a Signal score has been generated</strong> for the transaction or event. These identifiers allow Plaid to locate the scoring event and all related signals.</p>","user_segment_ids":[]}}