What information should I prepare up-front 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

Submit your request

Contact our support team to request any additions or changes to your setup.

Submit a request
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Do you need additional help?

Contact our support team

Send us the details of your issue by adding images or screenshots.

Submit a request