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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.

  1. 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
    - Network Logs (.HAR file)
    - Browser Debug Info (JAM session)

    Note on attachments:

  2. Open the support ticket: send an email to support@adyen.com.

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