Troubleshooting
This section provides guidance on resolving common issues encountered when using the HCP Identity Service API.
Issue: Invalid Source Code
Description
The Identity Service may allow wildcards in some search criteria. However, issues have been observed when using
wildcards in source codes. For example, a recent merchant enterprise settings update to CSP_Facets failed because
CSP_* did not work as expected.
Resolution
The issue occurred because an invalid source code did not return the expected Golden Record, leading to the creation of local wallets. This was resolved by correcting the source code.
Issue: Multiple Golden Records
Description
In some cases, a Subscriber ID may be shared across family members. This ambiguity prevents the system from determining which Golden Record to use, resulting in the creation of a local wallet instead.
Recommendation
To avoid multiple Golden Records being returned by the Identity Service, provide additional information in the request. For example, include the following details along with the merchant customer identifiers:
- First Name
- Last Name
- Date of Birth (DOB)
This additional data helps narrow down the results and ensures the correct Golden Record is identified.
Issue: Identity Service Unavailable
Description
There may be situations where the Identity Service is temporarily unavailable, causing disruptions in workflows.
Resolution
If the Identity Service is unavailable:
- Verify the service status and check for any ongoing outages.
- Implement retry logic in your application to handle temporary unavailability.
- Contact support if the issue persists beyond a reasonable timeframe.
By following these troubleshooting steps, you can resolve common issues and ensure smooth operation of the HCP Identity Service API.