Description
Plaid serves as a critical intermediary that allows SoftLedger to establish secure, automated bank connections and retrieve transactional data directly from financial institutions. By maintaining these relationships with banks, Plaid enables SoftLedger to deliver up-to-date balances and transaction feeds without requiring manual uploads. However, because the banking infrastructure can be inconsistent and occasionally outdated, disruptions may occur, leading to interruptions in data sync. This article explains how to identify and resolve these common issues, including how to gather the necessary information and open a support ticket with Plaid to ensure timely maintenance and restoration of your banking connections within SoftLedger.
Status of Bank Connection or Linking Bank Issue
Below are some common types of issues in this category:
An institution displays as available, but when attempting to authenticate through Plaid, there is some form of error
A linked bank from Plaid to SoftLedger has been established, but there is some form of sync error
A linked bank from Plaid to SoftLedger has been established, but there is some form of authentication error (e.g. Multi-Factor Authentication Required)
For this kind of issue, send a note to support@softledger.com or open a new chat from the Resource Center with the below information, obtainable on the Linked Banks page:
Acc TypeAccount IDIDProviderProvider IDStatus
Bank Feed Transaction Issue
Below are some common types of issues in this category:
Transactions appeared in the past, but there are transaction currently not displaying in the feed (and there is no sync error as described in previous section).
Transactions appear currently, but not all transactions as those displayed in the institution's individual portal (and there is no sync error as described in previous section).
Transactions appear with inconsistent information (e.g. dates, descriptions, amounts, etc.) then of the information that appears within the institution's portal.
For this kind of issue, send a note to support@softledger.com or open a new chat from the Resource Center with the below information, obtainable on the Linked Banks page:
Acc TypeAccount IDIDProviderProvider IDStatus
As well as an example transaction detail for Plaid to use as a sample for investigation with the institution:
Transaction DateTransaction AmountTransaction DescriptionIf possible, a screenshot or excel file with the detailed transaction information
With the described information in this article, send a note to support@softledger.com or open a chat from the Resource Center and a member of the SoftLedger team will assist in your troubleshooting with Plaid.
If looking to troubleshoot directly with Plaid, this is a link to their knowledge base articles, where they have an AI Agent available to ask questions.