Support

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

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_TIMEOUT
• CONSENT_ENDUSER_DENIED
• CONSENT_UPSTREAM_PROCESSING_ERROR
• CONSENT_OTP_FAILURE

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:

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

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

Data Not Available

If an API response returns no data:

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

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

For more information, see:

• End Users Guide
• Consent Overview

Raising a Support Request

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

1. Gather the following (where available):

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

2. 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

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