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User Lookup

In the dashboard, use User lookup to view a single end user's recent connection attempts and related events. Support teams can quickly see what the user did and diagnose connection issues.

Role Requirements

User lookup requires the Admin role. Admins can enable the feature for other users.

To look up a user:

  1. Log in to Client Dashboard.
  2. Select User lookup.
  3. Type or paste a user ID into the field:
    • The User ID is the user identifier (ID) assigned to the user by your system when it creates the user on the MX platform.
    • Your support staff should have access to the user's User ID within their customer relationship management tool.
    • The User ID is case sensitive and must be an exact match.
  4. Select VIEW USER DETAILS. The user details page shows user details, external connections, and a timeline of aggregation events.

External Connections​

After you've entered a user ID, you can identify the connections that user has made. These appear under the External connections section. Select a connection to see the following details about it:

  • Current status
  • Last aggregation attempt
  • Last attempt status
  • Institution ID
  • First added
  • Institution URL
  • Institution code

Timeline​

After you've entered a user ID, you can see aggregation attempts and a list of accounts that where a connection was established or attempted. These appear under the Timeline section.

Three types of requests can appear in the timeline:

  • INITIAL Request: The first time an end user attempts to connect an external institution.
  • FOREGROUND Request: An end user logs into the application. For Atrium API and Platform API implementations, after the initial request, FOREGROUND requests only appear when specifically initiated by the API.
  • BACKGROUND Request: This occurs every 24 hours unless a FOREGROUND request has been made.

For each request listed, select More details for the following information:

  • Aggregation attempt:
    • Job ID
    • Timestamp
    • Last attempt status
    • Job type: “Aggregation" is the most common job type but you may also see others such as IAV, Identity, Extended History, and more.
    • Request type
  • Institution information:
    • Requested institution
    • Institution ID
    • Institution URL
    • Institution code
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