Can't connect to an Institution

This is the most common problem, and there are two separate issues.

When successfully providing credentials, the sync ends in error

This error occurs after providing the credentials, the item starts connecting to the financial institution. From this moment, the item exists and will start providing responses/webhooks.

• If you are using the widget, you will see the loading screen.
• If you are connected through API, you will see the item in UPDATING status.

If the item runs into an expected error, it will return end in OUTDATED status, with ERROR as the execution status. When you are using the widget, the user will end up on a screen with an unexpected error and an ErrorCode.

Usually, unexpected errors are returned when the FI is unstable or when there is a case that was not mapped by Pluggy. A retry at a different moment or after a few minutes may make it, but if it's consistent, you should report it to the team.

📘

Evidence

When using the widget, a screenshot of the error screen or sending the error code is enough.

Its strongly recommended for customers to track their user's tentatives to connect, storing them as unsuccesfull connections, this can be tracked through Pluggy Connect widget implementations catch onError event recovering the ItemId or through the item/error webhook event.

When connecting directly, send the itemId exchange in the api flow.

We can't analyze errors without an itemId, so its mandatory that you get it.

Im getting an error when providing credentials.

Usually, this problem occurs when the user sends their credentials, but the creation of the item it's not successful. This means that the item creation returns HTTP 400 error for validations.

Usually, this means:

• The credentials are not in the correct format.
• There are missing credentials.
• There is an active connection, or a duplicate connection was detected.

If you are using Pluggy's Connect widget, this error will be shown in the widget; if you are creating your own UX, you will see this error in the HTTP POST /items response. For more details, you can check out the api reference on what errors are returned.

📘

Evidence

When you are having this type of issues, report a screenshot of the widget or the HTTP response to give the support team enough context.
We expect that the widget and http response provide enough information for you to understand whats going wrong.