{"article":{"id":36773350817431,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/36773350817431.json","html_url":"https://support.plaid.com/hc/en-us/articles/36773350817431-How-do-I-know-if-my-user-is-impacted-by-a-Known-Issue","author_id":396033157154,"comments_disabled":true,"draft":false,"promoted":false,"position":1,"vote_sum":0,"vote_count":0,"section_id":36773288000023,"created_at":"2025-12-04T10:47:42Z","updated_at":"2026-05-31T00:15:13Z","name":"How do I know if my user is impacted by a Known Issue?","title":"How do I know if my user is impacted by a Known Issue?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-05-31T00:15:13Z","user_segment_id":null,"permission_group_id":1121794,"content_tag_ids":[],"label_names":[],"body":"<p>Use the match confidence on the Known Issues, along with the issue type, to understand how likely it is that your user is affected.</p>\n<h2><strong>Match confidence</strong></h2>\n<ul>\n<li>\n<strong>High</strong>: We matched your user’s institution and exact error message to this KI</li>\n<li>\n<strong>Medium</strong>: We matched the institution and a generic error pattern. Check the KI description to confirm it aligns with your user’s symptoms</li>\n</ul>\n<h2><strong>How to interpret different Known Issue types</strong></h2>\n<p><strong>Connectivity Known Issues — High confidence</strong></p>\n<ul>\n<li>\n<strong>What it means:</strong> Your user’s connection to the institution failed or couldn’t refresh</li>\n<li>\n<strong>Why confidence is high:</strong> We use the identifier provided to match on institution + granular error</li>\n</ul>\n<p><strong>User-actionable Known Issues — Medium confidence</strong></p>\n<ul>\n<li>\n<strong>What it means</strong>: A pattern suggests the user needs to take an action (e.g., update credentials, accept new terms, complete MFA)</li>\n<li>\n<strong>Why confidence is medium</strong>: Error messages are often generic, so a quick description check is required</li>\n</ul>\n<p><strong>Institution-wide Known Issues — High confidence</strong></p>\n<ul>\n<li>\n<strong>What it means:</strong> A systemic issue is impacting most or all traffic for a given institution</li>\n<li>\n<strong>Why confidence is high:</strong> All traffic is impacted for the given institution</li>\n</ul>","user_segment_ids":[]}}