What information should I prepare before reaching out to Adyen support?

Prepare the right information

When reaching out to Adyen support make sure to include a detailed description of the problem and the steps already taken by you or your support team to resolve the issue

Information about your business:

• Your company account name
• Your merchant account name (as registered in the Adyen system)
• Store ID (if applicable)

If the issue you report is related to a specific transaction:

• PSP reference
• Screenshot or photo of the error message
  

If the issue is related to a payment terminal:

• Unique terminal ID (Model and Serial Number)
• Terminal logs (if applicable)

In all cases, it is recommended to include:

• A detailed description of the problem
• Any steps already taken by you or your support team to resolve the issue