---
title: "Transitioning to our unified Customer Area"
description: "Learn what changes to expect as the Customer Area replaces the Balance Platform Customer Area."
url: "https://docs.adyen.com/about-our-customer-area"
source_url: "https://docs.adyen.com/about-our-customer-area.md"
canonical: "https://docs.adyen.com/about-our-customer-area"
last_modified: "2026-06-01T15:33:16+02:00"
language: "en"
---

# Transitioning to our unified Customer Area

Learn what changes to expect as the Customer Area replaces the Balance Platform Customer Area.

[View source](/about-our-customer-area.md)

Starting in Q3 2025, all Balance Platform Customer Area users will transition to Adyen's unified platform - the Customer Area - where you can manage all your Adyen business in one place with the latest features. The Balance Platform Customer Area will be no longer be accessible after February 28, 2026. Most changes will be done automatically, but some user actions will be required. This page describes the timeline and [what you need to do](#what-do-you-need-to-do).

## Why this change is important

The Customer Area supports all user journeys, including Issuing and Financial Products, and brings all functionality together in one platform. This reduces confusion, simplifies platform management, and improves the overall user experience.

In the Customer Area, you gain:

* Access to [reporting tools](/account/users/#users-within-a-company) that help you monitor which users have Customer Area access.

* Faster and more secure login using [Single Sign-On (SSO)](/account/single-sign-on/).

* The ability to [submit support tickets](https://help.adyen.com/en_US/knowledge/account/access-your-customer-area/how-do-i-reach-adyen-support) directly from the Customer Area.

* Improved navigation, including the option to pin frequently used pages so they stay at the top of the menu.

* The option to [subscribe to notifications](/account/notification-center/) to stay informed about fraud alerts, service disruptions, and other important updates.

## What do you need to do?

Starting in Q3 2025, all users should use the Customer Area instead of the Balance Platform Customer Area.

If you do not have a Customer Area account, you will be prompted to set one up when you access the Balance Platform Customer Area. The setup process includes steps to:

1. Create a password.
2. Register a [multifactor authentication (MFA)](/account/multifactor-authentication/) device.

You must complete this setup for both the [Customer Area TEST environment](https://ca-test.adyen.com/ca/) and the [Customer Area LIVE environment](https://ca-live.adyen.com/ca/).

If you already have a Customer Area account, no further action is needed. If access to specific features is missing, contact your admin to assign the correct [roles](https://docs.adyen.com/account/user-roles/#platforms).

## Timeline

The Customer Area will replace the Balance Platform Customer Area in four stages.

The steps below describe what Adyen will do at each stage, along with any required actions from admins and other users.

These timelines are indicative and subject to change. Final dates will be confirmed closer to Q3 2025.

The following users will *not* be affected:

* Users who already have a Customer Area account.
* Users with duplicate email addresses in the Balance Platform Customer Area.

***

#### Stage 1 – September 1, 2025

Your users will be prompted on how to set up their account for the Customer Area TEST environment when they access the Balance Platform Customer Area. The setup process includes steps to:

1. Create a password.
2. Register a [multifactor authentication (MFA)](/account/multifactor-authentication/) device.

They will receive a confirmation email once the process is successful. In the Customer Area TEST environment, your users are able to:

* View account holder details, capabilities, and legal entity information.
* Initiate and view transfers.
* View balance accounts.
* Configure scheduled payouts.
* View Adyen payment instruments.
* Access reports, API credentials, and webhook configurations.

***

#### Stage 2 – September 8, 2025

Your users will be prompted on how to set up their account for the Customer Area LIVE environment when they access the Balance Platform Customer Area. The setup process includes steps to:

1. Create a password.
2. Register a [multifactor authentication (MFA)](/account/multifactor-authentication/) device.

They will have access to the same functionality as described in Stage 2.

***

#### Stage 3 – October 9, 2025

Adyen will disable the ability to create new users in both the [Balance Platform Customer Area TEST environment](https://balanceplatform-test.adyen.com/balanceplatform/) and the [Balance Platform Customer Area LIVE environment](https://balanceplatform-live.adyen.com/balanceplatform/).

As an admin, activate your Customer Area test account by following the instructions in the [Balance Platform Customer Area TEST environment](https://balanceplatform-test.adyen.com/balanceplatform/). This ensures you can continue managing access for your users. The setup process includes steps to:

1. Create a password.
2. Register a [multifactor authentication (MFA)](/account/multifactor-authentication/) device.

***

#### Stage 4 – February 2026

Users can no longer access the Balance Platform Customer Area TEST or the Balance Platform Customer Area LIVE environments.

## What are the differences between the Balance Platform Customer Area and the Customer Area?

The Customer Area introduces several changes in how account access, navigation, and user management are handled. These are:

* **Account-level access**: in the Customer Area, access is granted at the account level either on a [company account or a merchant account](/platforms/account-structure-resources/).

* **User management**: users are [managed directly](/account/users) in the Customer Area.

* **Navigation structure**: pages from the Balance Platform Customer Area are still available, but they appear under different sections in the Customer Area.

The table below outlines the changes to the navigation structure. Unchanged items are not included in this table.

| Balance Platform Customer Area navigation | Customer Area navigation                        |
| ----------------------------------------- | ----------------------------------------------- |
| Transfers                                 | Transactions > Transfers                        |
| Payment instruments                       | Financial products > Payment instruments        |
| Score > Overview                          | Accounts & balances > Score                     |
| Score > Case management                   | Accounts & balances > Score > View Cases        |
| Score > High risk list                    | Accounts & balances > Score > High risk lists   |
| Score > Automated actions                 | Accounts & balances > Score > Automated actions |
| Score > Risk rules                        | TBD                                             |
| Issuing > Card orders                     | Financial products > Card orders                |
| Issuing > Transaction rules               | Financial products > Transaction rules          |
| Issuing > Disputes                        | Financial products > Issuing disputes           |
| Issuing > Relayed authorization           | Financial products > Relayed authorization      |
| Capital                                   | Financial products > Capital                    |
| Insights > KYC verification insights      | Insights > KYC verification insights            |
| Developers > API credentials              | Developers > API credentials > Platforms tab    |
| Developers > Webhooks                     | Developers > Webhooks > Platforms tab           |
| Users                                     | Account > Users                                 |
| Settings > Hosted onboarding              | Settings > Hosted onboarding                    |
| Settings > Report columns                 | Settings > Report columns                       |
| Reports                                   | Reports > Balance platform tab                  |

## Will my login credentials change?

Yes. As part of the setup in the Balance Platform Customer Area, you are asked to create a new password and register a MFA device for both the [Customer Area TEST environment](https://ca-test.adyen.com/ca/) and [Customer Area LIVE environment](https://ca-live.adyen.com/ca/).

After completing setup, you can log in using your email, password, and MFA device.

## How many times can I send the verification email to set up my Customer Area user?

The verification email can only be sent once. If it is deleted or lost, you will need to contact your Customer Area admin to ask for a new one.

## How much time do I have to set up my Customer Area user after receiving the verification email?

You have two weeks to complete the setup. After that, the link expires, and you will need to ask your Customer Area admin to send a new verification email.

## What roles will I get in the Customer Area?

Your roles in the Customer Area are mapped from your existing Balance Platform Customer Area roles. Some roles are equivalent to a bundle of Customer Area roles, which are listed in the table below.

| Balance Platform Customer Area role                                 | Customer Area role                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Balance platform admin role**\*                                   | Merchant user management Balance platform base role View account holders PII View bank transfers PII View payment instrument PII Merchant standard role Manage API credentials Generate Balance Platform reports Download Balance Platform reports Merchant Marketplace Risk Role Download tax form Manage account holders & legal entities                                                                                                                                                 |
| **Balance platform base role**                                      | Balance platform base role Merchant allowed own password reset Merchant standard role                                                                                                                                                                                                                                                                                                                                                                                                       |
| **Developer**\*\*                                                   | Manage API credentials Merchant technical integrator                                                                                                                                                                                                                                                                                                                                                                                                                                        |
| **Manage hosted onboarding themes**                                 | Merchant manage hosted onboarding                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| **Permits access to Balance Platform capital overview and details** | Capital base role                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| **Configure report columns**                                        | Generate Balance Platform reports                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| **Download reports**                                                | Download Balance Platform reports                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| **Generate and schedule reports**                                   | Generate Balance Platform reports                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| **Risk admin**                                                      | Merchant Marketplace Risk Admin                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Risk base**                                                       | Merchant Marketplace Risk                                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| **Unchanged roles**                                                 | Download KYC documents Download tax form Manage account holder capabilities Manage account holders & legal entities View account holders PII View KYC documents Manage relayed authorization configuration Update card status View payment instrument PII Manage issuing disputes Manage transaction rules Download transfer confirmation letter Initiate internal transfers Initiate payouts to transfer instruments Configure scheduled payouts View bank transfers PII Capital base role |

\* Users with the **Balance platform admin role** should have full company account access when the Merchant accounts available to them after the transition include all Merchant accounts in the company.\
\*\* Users with the **Developer role**, who do not have existing admin permissions, will only have access to the **Webhooks** and **API credentials** pages at the merchant level. To access these pages at the company level, a Customer Area admin must update their permissions.

## As an admin, how can I copy a user’s merchant account access and their roles from the Balance Platform Customer Area to the Customer Area?

If a user has an active account in both the Balance Platform Customer Area (BPCA) and the Customer Area, admins can copy the user’s merchant account access and their roles from the BPCA to the Customer Area. Only merchant account access and roles that the user does *not* already have in the Customer Area are added. To perform this action, the admin must have the **Merchant admin** or **Merchant user management** role.\
Additionally, admins will only be able to assign roles or accounts that they have access to. If the admin does not have access, they will be able to see the name of the role or the merchant account, but not be able to assign it.

To copy a user’s merchant account access and roles:

1. Go to **Account** > **Users** in the Customer Area.
2. Open the **User details** page of the target user.
3. Select **Copy access from balance platform**.\
   If the target user already has the same merchant account access and roles in the Customer Area as they do in the BPCA, the **Copy access from balance platform** button is disabled.
4. If the user has multiple BPCA accounts, select which BPCA account(s) to copy from.\
   A **Migrated** label is shown for BPCA accounts where the access already matches the Customer Area.
5. If the user has merchant account–level access, select which merchant accounts to add.\
   Only merchant accounts that the user does *not* already have access to in the Customer Area are shown.\
   If the target user has company account–level access, this step is skipped because the user already has full account access.
6. Select which roles to copy.\
   Only roles that the user does *not* already have assigned in the Customer Area are shown.
7. Review the summary and select **Confirm**.

## Will I lose any data?

No, your transfers, balance accounts, account holders, and payment instruments are visible in the Customer Area.

## Will there be any downtime?

No, both environments are accessible during this process.

## Will API functionalities be affected?

No, your API integrations will remain functional and unchanged.

## What happens to my Balance Platform Customer Area deep links?

Deep links to the Balance Platform Customer Area will stop working after the deprecation deadline. To avoid broken links, update all existing links, for example those stored in tools such as Salesforce, to the new Customer Area URLs.

To link to a page in the Customer Area, you must include the correct merchant account in the URL.\
The merchant account in the link must belong to the Balance Platform where the entity you are linking to, for example, an account holder, transfer, or balance account, was created.

To get a link with the correct merchant account:

1. Open the page in the Customer Area.
2. Open the account selector panel.
3. Select the kebab menu (⋮) in the top-right corner.
4. Select **Copy link to this page**.

Use the examples in the following table to understand how Balance Platform Customer Area URLs map to the new Customer Area format in the **Customer Area TEST environment**.

| Balance Platform Customer Area URL                                                                   | Customer Area URL                                                                                                                                     |
| ---------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- |
| <https://balanceplatform-test.adyen.com/balanceplatform/transfers/transferId>                        | <https://ca-test.adyen.com/ca/ca/transactions/transfers/details.shtml?id=transferId&setActiveAccountKey=MerchantAccount.YourMerchantAccount>          |
| <https://balanceplatform-test.adyen.com/balanceplatform/transfers/>                                  | <https://ca-test.adyen.com/ca/ca/transactions/transfers.shtml?setActiveAccountKey=MerchantAccount.YourMerchantAccount>                                |
| <https://balanceplatform-test.adyen.com/balanceplatform/accounts/account-holders/accountHolderId>    | <https://ca-test.adyen.com/ca/ca/accounts/account-holders/details.shtml?id=accountHolderId&setActiveAccountKey=MerchantAccount.YourMerchantAccount>   |
| <https://balanceplatform-test.adyen.com/balanceplatform/accounts/balance-accounts/balanceAccountId/> | <https://ca-test.adyen.com/ca/ca/accounts/balance-accounts/details.shtml?id=balanceAccountId&setActiveAccountKey=MerchantAccount.YourMerchantAccount> |

Use the examples in the following table to understand how Balance Platform Customer Area URLs map to the new Customer Area format in the **Customer Area LIVE environment**.

| Balance Platform Customer Area URL                                                                   | Customer Area URL                                                                                                                                     |
| ---------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- |
| <https://balanceplatform-live.adyen.com/balanceplatform/transfers/transferId>                        | <https://ca-live.adyen.com/ca/ca/transactions/transfers/details.shtml?id=transferId&setActiveAccountKey=MerchantAccount.YourMerchantAccount>          |
| <https://balanceplatform-live.adyen.com/balanceplatform/transfers/>                                  | <https://ca-live.adyen.com/ca/ca/transactions/transfers.shtml?setActiveAccountKey=MerchantAccount.YourMerchantAccount>                                |
| <https://balanceplatform-live.adyen.com/balanceplatform/accounts/account-holders/accountHolderId>    | <https://ca-live.adyen.com/ca/ca/accounts/account-holders/details.shtml?id=accountHolderId&setActiveAccountKey=MerchantAccount.YourMerchantAccount>   |
| <https://balanceplatform-live.adyen.com/balanceplatform/accounts/balance-accounts/balanceAccountId/> | <https://ca-live.adyen.com/ca/ca/accounts/balance-accounts/details.shtml?id=balanceAccountId&setActiveAccountKey=MerchantAccount.YourMerchantAccount> |

## How can I grant access to a third-party integrator?

You can grant access to your technical integrator using the [Manage partner user](/account/users/partner-users) feature in the Customer Area.

## Where can I find more information about the Customer Area?

* [Create and manage users and roles in the Customer Area](/account/users)
* [Platform-specific roles and permissions](/account/user-roles/#platforms)
* [How to access the Customer Area](https://help.adyen.com/knowledge/account/access-your-customer-area)
* [Customer Area help resources](https://help.adyen.com/academy/how-to-videos/customer-area)
* [Adyen for Platforms help resources](https://help.adyen.com/academy/how-to-videos/adyen-for-platforms)
