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Frequently Asked Questions (FAQ)

Support and Communication​

How do we contact support?​

  • Always follow the instructions at the contingency page before sending a case to support
  • Messages will be forwarded and handled according to current agreements
  • A case handling system will be used that generates e-mail messages whenever there are updates to the support cases
  • New replies to the generated e-mails with the correct case reference will automatically be routed back to the case handling system

How do we get updates and information regarding planned and unplanned downtime?​

  • To register an official TPP contact e-mail, use the /v1/tpps/:tppId/contact-information
  • Registered TPPs will receive notifications about planned and unplanned downtime
  • Please note that only one e-mail address per TPP can be registered, so please use group-based addresses as opposed to personal ones

Certificates and Signing​

We are connecting to the API for the first time, what do we need?​

  • A valid eIDAS certificate issued by a Qualified Trust Service Provider (QTSP)
  • Note that a test certificate cannot be used, even in the Sandbox
  • The certificate will be automatically enrolled if it is valid, with no further actions needed
  • It is strongly suggested to register a contact e-mail for the TPP (see Support and Communication)

We are changing certificates - do we need to do anything?​

  • The enrollment process is fully automatic and support multiple certificates.
  • A new, valid QTSP-issued certificate can be used right away in parallel with the old certificate if needed during a transition period

Why do we get "The KeyID is not matching..." error message?​

  • This error means that the algorithm for generating the KeyID for a certificate used in the request does not match the result generated when checking the validity of the certificate in the request. The most common mistakes are:
    • Not using the correct certificate to generate the KeyID
    • In many cases, the OID property is not serialized correctly for a number of older libraries
  • The digest header should not be part of the signature if the request body is empty

For more information, see the signing process documentation.

Payments​

Why do we sometimes get 404 when requesting authorizations for payments?​

  • In some cases, the payment is automatically approved, which is indicated by a missing authorization link in the payment create response
  • For very small amounts, this might be the case, but in general, it is a dynamic decision process that is not 100% deterministic

Why do we see status code x, y or z for payments?​

  • Please refer to the documentation for the various status transitions

Account and Transaction Data​

What is the maximum period for which transactions can be retrieved?​

  • The maximum period for which transactions can be retrieved depends on several factors, making it hard to give a general answer.
  • Factors include:
    • Availability of information in the backend system.
    • The core backend system being used - there is a transition timeline for updating the transaction lists service backend that will result in 10 years of data being available
  • Always pay attention to the links returned in the response for a dynamic approach that is not dependent on specific bank configurations

Secure Customer Authentication​

Why does HTTP response 401 seemingly occur a bit random sometimes?​

  • A HTTP response of 401 indicates that the AIS/PIS operation requires a Secure Customer Authentication (SCA) challenge
  • This may happen for several reasons, often due to a response from the Fraud Monitoring System requiring an extra check, which can occur at any time
  • Always follow HATEOAS links returned in the response and assume that this might happen

What is the duration of a TPP Session ID?​

  • The TPP-Session-ID is only valid for one hour following an SCA
  • The SCA associated with the session covers future SCA challenges within that one-hour time frame, except for operations that require dynamic linking
  • There is no relation between TPP-Session-ID and 180-day consent interval, except that the SCA required for a 180-day renewal will result in a new TPP-Session-ID

Corporate context​

Why doesn't the user does get access to corporate accounts?​

  • If the user agreement is not configured correctly at the bank level, the user may not get access to corporate accounts
  • Contact the bank directly, and not via the PSD2 support channel, to ensure that the user is set up correctly to be accessed by the PSD2 service