# Reporting Issues

## Overview

This guide explains how to understand issues that users may have and how to report them to Pluggy's support team.

## Understanding Errors

When an item runs into an expected error, it will return in `OUTDATED` status, with `ERROR` as the execution status. Errors can occur after providing credentials, when the item starts connecting to the financial institution and begins providing responses/webhooks.

### Unexpected Errors

Unexpected errors are usually returned when the financial institution (FI) is unstable or when there is a case that was not mapped by Pluggy. If unexpected errors are consistent, you should report them to the team.

When the institution is having an instability, the `executionStatus` will be `SITE_NOT_AVAILABLE`. However, when it is an unexpected error on Pluggy's side, the `executionStatus` will be `ERROR` or `CONNECTION_ERROR`.

### Connection Errors

Connection errors occur after providing credentials, when the item starts connecting to the financial institution. These errors are typically related to:

- Institution instability or downtime
- Unmapped scenarios on Pluggy's side
- Authentication changes at the institution

## How to Report Issues

When you are experiencing issues, the key is to provide enough context for the support team to investigate.

### Using the Widget

When using the widget, the user will end up on a screen with an unexpected error and an ErrorCode. If you are using Pluggy's Connect widget, this error will be shown in the widget. Report a screenshot of the widget to give the support team enough context.

### Using the API Directly

If you are creating your own UX, you will see the error in the HTTP POST `/items` response. Report the HTTP response to give the support team enough context.

> **Evidence: the itemId is mandatory**
>
> When using the widget, a screenshot of the **error screen or the error code** is enough.
>
> It's strongly recommended for customers to track their users' attempts to connect, storing them as unsuccessful connections. You can capture the `itemId` through your Pluggy Connect widget implementation by catching the `onError` event, or through the `item/error` [webhook event](/docs/developer-tools/webhooks-ref).
>
> When connecting directly through the API, send the **itemId** exchanged in the API flow.
>
> **We can't analyze errors without an itemId, so it's mandatory that you capture and provide it.**

### Execution Report

Further information about what has failed will be available in the Item `executionReport` field. If something goes fatally wrong with the connection, such as an unexpected error, and no data could be retrieved, the Item status will be `OUTDATED` and the related `executionStatus` will be `ERROR`.

The widget and HTTP response provide enough information for you to understand what is going wrong, and they give the support team the context needed to investigate the issue.

## Errors When Providing Credentials (HTTP 400)

Usually, this problem occurs when the user sends their credentials, but the creation of the Item is not successful. This means that the Item creation returns an 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 on what errors are returned, you can check out the [API reference](/reference/items-create).

> **Evidence**
>
> When you are having this type of issue, 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 what's going wrong.

## Status Page

Pluggy has a public status page where they post any incidents and outages so you can keep awareness of any existing issues. You can visit the status page at [status.pluggy.ai](https://status.pluggy.ai).

You can also subscribe using the top button on the status page to get notified about incidents as soon as they happen. You can receive incident updates and maintenance status messages in Slack by subscribing.

For more information on subscribing to the status page, see [Subscribe to our Status Page](/docs/subscribe-to-our-status-page).

## Related Pages

- [Errors & Validations](/docs/errors-validations)
- [Item lifecycle](/docs/item-lifecycle)
- [Connectors coverage](/docs/connectors-coverage)