---
title: "Support"
description: "Learn how to set up your support team and help your users"
url: "https://docs.adyen.com/platforms/quickstart-guide/support"
source_url: "https://docs.adyen.com/platforms/quickstart-guide/support.md"
canonical: "https://docs.adyen.com/platforms/quickstart-guide/support"
last_modified: "2026-06-01T15:33:15+02:00"
language: "en"
---

# Support

Learn how to set up your support team and help your users

[View source](/platforms/quickstart-guide/support.md)

Your business is responsible for answering questions and addressing concerns that come from your users. As you begin to onboard users, take payments, and send payouts, some issues can arise. This page helps you prepare your customer support organization to address those issues and know when to involve Adyen Support.

## Support Categories

Adyen provides support to your business only and will not support your users directly. You are responsible for the relationship with your users, which includes communication on support inquiries. As such, it is important for your Support teams to get acquainted with a few categories relating to your Adyen implementation. Here are a few common categories for inquiries you can expect to receive:

* **KYC & Onboarding**: Sometimes, users need help getting their accounts set up successfully. Some users need help navigating the onboarding user interface or guidance about what documents they need to upload, especially when there is a [manual review](/platforms/quickstart-guide/onboarding-and-kyc#manual-review). Go to [Quickstart guide - Onboarding and KYC](/platforms/quickstart-guide/onboarding-and-kyc) for a detailed guide and [Onboarding & KYC FAQ](#kyc-onboarding) for common questions.
* **Finance & Payouts**: There are also questions and issues related to fund movement. For example, a user can need help understanding payout amounts and payout timing. Go to [Quickstart guide - Payouts](/platforms/quickstart-guide/payouts) for a detailed guide and [Finance & Payouts FAQ](#finance-payouts) for common questions.
* **Technical Support**: There may also be issues related to your technical integration with Adyen. For example, terminal issues, technical bugs, or validation errors can prevent payment processing.

## Proactive Support

Issues early on in your users' lifecycle can have a material impact on your business. Early issues mostly relate to Onboarding & KYC technical setup. You can keep your users' confidence and prevent confusion by communicating proactively about their account and funds.

Here are some tips for delivering proactive support:

* Use [webhooks](/platforms/webhook-types). Webhooks are messages that Adyen sends to your server that you can use to automate information to your users. For example, when an account holder's status or capabilities change, Adyen sends a webhook to your server. Your server can use this message to trigger an email to your user and inform them about the change.
* Share [reports](/platforms/quickstart-guide/reporting). Reports are the best way to review and reconcile payment activity. You can use reports to inform your users about the status of funds and to explain their payout amounts.

## Tiered Support

Agents supporting your embedded payments offering require foundational knowledge in payments, terminal troubleshooting and navigation across Adyen resources. Training a handful of your current support staff is the quickest way to get started in building that expertise.

Here’s an example of a support structure that’s commonly adopted by SaaS platforms:

* **First-line support**: The first-line support is provided by a platform support team. They handle general user inquiries like navigation or questions about their payout amounts. This team should not interact with Adyen directly.
* **Second-line support**: It’s common for platforms to create a specialized technical support line. This line handles technical questions, like integration problems or complex challenges. This team might need to contact Adyen Support for assistance with their inquiries.
* **Third-line support**: To deal with payment-related issues such as transaction failures, terminal issues, refunds, or disputes, set up a specific support line that gives tailored assistance. This team handles escalations with Adyen.

## Contact Adyen Support

Your teams can contact Adyen Support by creating a ticket in your Customer Area.

1. Log in to your [Customer Area](https://ca-test.adyen.com/).

2. Select the **?** icon at the top right of the screen

3. Select **Submit a ticket**.

4. Under **Category**, select the topic of the ticket that you want to submit.

5. Under **Details**, fill in the following fields:

   * **Subject** (required)
   * **Merchant account**
   * **Send a copy of this email to**
   * **Tell us more about what you're experiencing** (required)

6. Optionally, under **Attachment** upload relevant files.

7. Select **Submit**.

When reaching out to Adyen Support, provide as much detail as possible and specify which Adyen product this case is about, this ensures that the case is routed to the right specialist team.

We recommend following some best practices when contacting our Support team. First, [watch this video](https://help.adyen.com/en_US/guides/platform-playbook/how-to-contact-support) for initial guidance.

For more information, [see how you can track your Support ticket](https://help.adyen.com/en_US/knowledge/account/access-your-customer-area/how-do-i-reach-adyen-support).

**

### Email Template

Subject: Product - YourBalancePlatformCode - \[Descriptive Title]

* Product: Issuing / Business Account / Acquiring / Other
* Environment: TEST or LIVE
* Scope of the issue - Is this a one-off problem? Is it a recurring one?
* Transfer ID and/or Account Holder (AH) ID and/or Balance Account (BA) ID (any relevant IDs for us to search in the CA)
* Description and examples of issue
* Steps taken so far to investigate & troubleshoot
* Screenshots or videos (if applicable)

\[Provide all IDs in text form instead of screenshots so we can copy them.]

## Adyen Communication Channels

When there is a known issue or a change on Adyen's side, Adyen communicates it to you proactively. You can manage the concerns of users by relaying relevant outage information. Consider setting up automated emails, in-app notifications or a status indicator on your website. The status of Adyen’s platform, User notifications and System Messages can be leveraged to set up such communications and set expectations with your users on resolution.

### General Notifications

A list of notifications for all the merchant accounts that your [user account](/account/users) has access to appears in the Notification center. If you want specific notifications to show up in the Notification center, you can choose them on the [Notifications settings page](/account/notification-center/#configure-notification-settings).

### System Messages

System messages are notifications that give you critical information about the status of Adyen's platform, for example scheduled maintenance or service downtime. We strongly recommend that your team monitors these messages. This is our primary way of communicating about ongoing incidents and important changes to the Adyen platform.

You can subscribe to [get these notifications by email](/account/notification-center/#configure-notification-settings) so you don't have to log in to the Customer Area to get these important updates.

### Adyen Service Status

Adyen provides updates about the status of the platform's availability and its key components (e.g. acquirer performance, customer area, payouts). You can find the status page [here](https://status.adyen.com/).

Adyen sends you notifications that contain alerts and notices about your accounts, Adyen's systems and more. In your Customer Area, you can [configure how you receive notifications](/account/notification-center/).

## Escalation Paths

There might be urgent situations that require escalation. The primary path is through your **Adyen Account manager**. Your account manager will contact the right team within Adyen Support to help resolve the issue urgently.

Example situations that require escalation include:

* A large number of your users are complaining about a missed payout.
* Transaction processing, payouts, or one of the other critical flows are down and business continuity is affected.
* Hosted onboarding can't be accessed by your users.

## Frequently Asked Questions

**

## KYC & Onboarding

### KYC & Onboarding

#### Why is my user’s KYC status pending?

If you see ‘Pending’ as the verification status for your user, this means that your user's KYC information is being reviewed. The typical timeframe for a KYC review to be processed is 24-48 hrs. If you see the ‘pending’ status longer than 48 hrs you can contact Adyen Support for clarification on your customer’s status.

#### My user has received an error message and payouts are blocked, how do I solve this?

If your user's payouts are blocked and you have received an error message such as ‘Organization details couldn't be verified’ we recommend that you check the following:

1. **Check the account holder status**: Account holders that are suspended or closed are expected to have their payout capabilities blocked. If the account holder is in one of these statuses, then it is the reason for the payout block. In the Customer Area, you can view the account holder and see a status reason if it was suspended by Adyen. Otherwise, you can patch the account holder to active and their payouts will be allowed.
2. **Review Webhooks**: Ensure you are consuming the account holder verification webhooks to get updates on the verification status of your customers. Adyen sends a general error code as well as a sub-error code with remediating action in the webhook data. Follow the guidance in the remediating action to help your customer resolve the error. You can also view the error codes and remediating actions in the Customer Area.
3. **Use the KYC Documents tab in Customer Area**. Sometimes a document has malformed information or does not match the details entered by the user during onboarding. Check the documents uploaded to ensure they are correct. If necessary, inform the user to re-upload their documents.

If you are unable to diagnose the cause of the error and have advised your customer on the required KYC updates, or if you have a technical issue that cannot be rectified, contact Adyen Support.

**

## Finance & Payouts

#### Why is my payout amount different than expected?

A payout is usually comprised of all payments that share a given value date, which is the date that the balance account gets funded for a transaction. At the time of the next payout, there may be payments that were booked but did not reach their value date. Use the [Balance Platform Accounting Report](/platforms/reports-and-fees/balance-platform-accounting-report/) to find the exact amount expected for a given value date. Read [How Adyen calculates the available payout amount](/platforms/payout-amount) for more information.

#### How can I set up custom payout timings for my users?

Each balance account can be set up with a [sweep](/platforms/custom-payouts/scheduled-payouts) which determines the schedule for the payout from the balance account. Sweeps can be daily, weekly, monthly, or when a trigger amount is reached.

#### Can I pause the payouts for a user?

To pause payouts to a user, set the sweep's status to inactive. You can do this with the API or in the Customer Area.

#### Can I pay a user on-demand?

Yes, visit [Initiate on-demand payouts](/platforms/custom-payouts/on-demand-payouts) for instructions about how to send one-off payment using either the API or the Customer Area.

#### Why did my user's payout fail?

Payouts can fail because of incorrect bank information, the receiving bank being offline at the time of payout, or the bank returning the payment. When this happens, Adyen assigns a reason code to the payout. You will find a [list of reason codes and their remediating actions here](/payouts/payout-service/pay-out-to-bank-accounts/payout-webhooks/#reason-codes).
