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Troubleshooting

If you are stuck, start by identifying where the failure is happening: authentication, consent, or data retrieval. Then use the resources below to confirm expected behaviour and capture enough detail for support.

Data RecipientCompliance ValidationData Holder

Before you contact support​

Collect the following (where available):

  • Environment: non-production or production
  • Product area: Data Recipient, Compliance Validation, or Data Holder
  • Timestamp and timezone
  • Request URL and HTTP method
  • Response status code and error payload
  • Correlation / request ID headers (if returned)
  • Your application or client identifier (if applicable)
  • Steps to reproduce (what you did, what you expected, what happened)
warning

Do not include secrets, private keys, or customer/end user details in tickets.

info

All dates and times used by the Wych system are presented in UTC unless explicitly stated otherwise.

API reference​

Use these when you need request/response schemas, headers, error codes, and parameter rules.

Postman collections​

Use our Postman for fast validation of credentials, endpoints, and payload structure.

  • Data Recipient Postman collection (recommended)
  • Compliance Validation Postman collection
  • Data Holder Postman collection

Terminology and concepts​

Use these when you are unsure what a term means or how objects relate.

Common issues​

1) I cannot authenticate​

Symptoms:

  • 401 Unauthorized
  • 403 Forbidden
  • token request fails
  • API key missing or rejected

What to check:

  • You are using the correct environment base URL (non-production vs production).
  • Your request includes the required authentication headers (API key and authorisation token as applicable).
  • The token has not expired and is intended for the target environment.
  • Your clock is correct (JWT validation can fail if system time is wrong).

Next steps:

Symptoms:

  • customer cannot complete consent
  • redirect URL mismatch
  • returned error after provider login
  • customer ends on an error page

What to check:

  • Redirect/callback URL is registered exactly (scheme, hostname, path, trailing slash).
  • You are using the correct application-specific consent entry link.
  • Your application is configured for hosted vs embedded consent appropriately.
  • If using hosted consent: branding and consent copy are configured and published for the application.

Next steps:

3) Connection created but data is missing​

Symptoms:

  • connection shows active but accounts/balances/transactions empty
  • transactions return zero results unexpectedly
  • some accounts appear but not others

What to check:

  • The customer authorised the scopes required for the data you are requesting.
  • You are calling the correct endpoints in the correct order.
  • You are using the correct connection or customer context token.
  • Date ranges and pagination parameters are correct.

Next steps:

4) Tests fail in Compliance Validation​

Symptoms:

  • a suite fails unexpectedly
  • repeated failures across endpoints
  • evidence shows schema mismatch

What to check:

  • Target base URL and version are correct.
  • Required authorisation and certificates are configured for the target.
  • Your Data Holder implementation supports the required mandatory fields and behaviours.

Next steps:

5) Errors only happen in production​

Symptoms:

  • works in non-production but fails in production
  • permissions or scopes appear different
  • intermittent authentication failures

What to check:

  • Production credentials and API keys are distinct from non-production.
  • Redirect URLs are registered for production domains.
  • Certificates and trust configuration are production-ready.
  • Rate limits and operational controls may differ from non-production.

Next steps:

  • Confirm environment setup and readiness with your Wych contact.
  • Capture correlation IDs and timestamps for affected calls before raising a ticket.

Raise a support request​

If you still cannot resolve the issue:

  • Include the “Before you contact support” details above
  • Include Postman steps if you can reproduce via a collection
  • Provide the affected endpoint path(s) and response payload(s)

Contact support