Troubleshooting

If something isn't working as expected, this page will help you troubleshoot common issues and guide you to the right place to get help.

Where to Start

Before raising a support request, we recommend checking:

1. Has the user successfully linked their institution and granted consent?
2. Are your API requests authenticated with a valid access token?
3. Are you receiving webhook events correctly?
4. Have you completed the steps in the Quick Start?

If you've confirmed these steps and are still encountering issues, continue below.

Common Issues

Connection or Consent Flow Failing

If users abandon or fail to complete the institution linking process, you may encounter errors such as:

• CONSENT_OTP_FAILURE
• CONSENT_UPSTREAM_PROCESSING_ERROR
• CONSENT_ENDUSER_DENIED
• CONSENT_TIMEOUT
• AUTH_SESSION_CANCELLED

These errors typically occur within the third-party institution's consent process. Review the Error Types for causes, suggested responses, and retry strategies.

Webhooks Not Received

If webhook events are not arriving:

• Verify the HMAC signature in the X-Fiskil-Signature header to ensure payload authenticity
• Check your server logs for incoming POST requests
• Ensure your server is returning a 2xx status code
• Confirm that your webhook endpoint is correctly registered in the Fiskil Console under Settings > Teams > Webhooks

See the Webhooks Guide for implementation details and security verification steps.

Data Not Available

If an API response returns no data:

• Use the Consent API to check if the user has an active consent
• Ensure that the end_user_id is valid and that the user has completed a connection
• Confirm that a relevant webhook (e.g. transactions.sync.completed) has been received

Data is only available after consent has been granted and the data sync has completed.

For more information, see:

• Consent Overview
• End Users Guide

Raising a Support Request

If you're blocked and can't resolve the issue through documentation:

Gather the following (where available):

• Environment (sandbox or production)
• Timestamps and request/response logs
• error_id (from query string or webhook)
• session_id (if applicable)
• end_user_id

Submit a request via the Fiskil Support Desk: https://fiskil.atlassian.net/servicedesk/customer/portal/6

We recommend providing as much detail as possible to help our team resolve your issue efficiently.

Helpful Resources

• Launch Checklist
• End Users
• Consent
• Webhooks Guide
• Error Reference