Support
How to Reach Adyen Support
If you were not able to solve the issue you are facing by reading the documentation, please contact the Adyen Support team. Follow the steps bellow to open a ticket to Adyen:
Important: Remember to include the attachments listed bellow the template as they are essential for a fast resolution.
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Prepare your ticket details: Use the following template to gather all the information required for a faster response:
Subject: Adyen V3 VTEX Connector + [Topic related to your issue]
Description:
Adyen Credentials: [Your Company Account, Your Merchant Account] (See: [Getting Credentials](./adyen-configuration/getting-credentials.md))
Problem description: [Text describing the behavior]
VTEX Account Details: [Your VTEX Account Name and Sub-account Name (if any)]
Environment: [Test/ Production/ Both]
Capture setting: [Type of capture configured at VTEX: Automatic Capture Immediately After Payment Authorization/ Automatic Settlement Delay: 7 days]
Plugin Version: [Version of the plugin in use, ex: v2.24.4]
VTEX IDs: [VTEX Order ID, VTEX Transaction ID] (See: [Monitoring](./monitoring.md))
TID / (Adyen) PSP Reference: [Adyen Payment/Offer Information] (See: [Monitoring](./monitoring.md))
Adyen API Calls: [Adyen API Requests and Responses]
Adyen Webhooks: [Authorization and Capture Webhook Logs] (See: [Webhooks](./adyen-configuration/webhooks.md))
Attachments:
- VTEX Transaction Logs
- Checkout Behavior Video
- Error Prints -
Open the support ticket: send an email to support@adyen.com.