---
title: "Status updates and help"
description: "Stay informed about the status of the Adyen payments platform, and know how to contact Support."
url: "https://docs.adyen.com/industries/peak-season/status-and-help"
source_url: "https://docs.adyen.com/industries/peak-season/status-and-help.md"
canonical: "https://docs.adyen.com/industries/peak-season/status-and-help"
last_modified: "2026-06-01T15:33:16+02:00"
language: "en"
---

# Status updates and help

Stay informed about the status of the Adyen payments platform, and know how to contact Support.

[View source](/industries/peak-season/status-and-help.md)

Adyen has implemented a follow-the-sun support model, to ensure continuity and 24/7 urgent support across time zones. When you encounter an issue, you should first check the status of the Adyen payments platform. In case you need help, make sure your team knows how to contact our Support team and what details to provide about the issue.

Also make sure your organization's support contact details are up to date in our system, so we can reach out to you proactively when needed.

## Check the Adyen status page

Our status page <https://status.adyen.com> indicates the overall performance status of our services, and shows the details of any active and past incidents. The most common type of incident is higher error rates for transactions processed with a particular payment method or issuer.

We recommend you:

* Bookmark the Adyen status page.
* Check the page if you experience a problem with your payments.

## Subscribe to service status notifications

To keep you informed of any issues with the service status of the Adyen payments platform, we send notifications known as "system messages". Make sure you keep an eye on those messages, which you can choose to receive by email or view in your Customer Area Notification center.

To receive those messages, you need to subscribe:

1. In your [Customer Area](https://ca-test.adyen.com/), in the top navigation bar, select the **Notification center icon** **.
2. Select **Settings**.
3. Under **Service status**, for the alerts that you want to receive, select if you want to receive an email message and/or view the message in the Notification center.

## Update your contact details

Make sure your emergency contact details are up to date, so that Adyen knows who to reach out to:

1. In the Customer Area go to **Settings** > **Account**.
2. Select **Company** or **Merchant** as applicable.
3. Under **Contacts** make sure your organization's **support contact** is listed and that the details are still correct.

## Contact our Support Team

The most impactful thing you can do to get help quickly, is to provide our Support Team with the relevant information up-front, the first time you contact them about a specific issue. We can then start working on a solution immediately.

After you have gathered information about your issue, you can [create a ticket](#create-a-ticket) or [call us](#call-us).

### Create a ticket

The primary way to contact our Support Team is to submit a ticket. The workflow automatically asks for specific details related to the issue category.

1. Log in to your [Customer Area](https://ca-test.adyen.com/).
2. Select the **Support icon** **.
3. Select **Submit a ticket**.
4. Select the issue category and then select **Continue**.
5. Fill in the [details](#details-to-provide) and select **Continue**.
6. Add attachments such as screenshots, recordings, or logs, and select **Submit**.

Your ticket is routed to the right specialist quickly.

### Call us

If you want to speak to a support agent, call the local number closest to you. You will be connected to our Support Team 24/7.

We recommend you bookmark the phone numbers page in the Customer Area so that you can easily find the correct number to call. To find the phone numbers page:

1. In your [Customer Area](https://ca-test.adyen.com/), in the top navigation bar, select the **Support icon** **.
2. Select **Call support**.

When you call our Support Team, be aware that you will need to provide details. For example, if applicable to your issue:

* Name of your Adyen merchant account.
* Error codes returned in API responses or webhook messages.
* Report day or month, invoice number, or batch number.
* Payout currency.
* Integration type and the API or SDK version.
* Plugin name and version, [partner platform name and version](/partners/application-information).
* Adyen [PSP reference](/get-started-with-adyen/adyen-glossary/#psp-reference) of the transaction; your own reference that you specified in the API request; the payment method.
* How many payment terminals are affected and the software version they are on. You can find the software version in the Customer Area, through a [diagnosis request](/point-of-sale/diagnostics/request-diagnosis/), and in the [Device info](/point-of-sale/menu-access/#engage-terminal-menus) page on the terminal.
* Store ID.
* Balance platform ID, account holder ID, transfer ID.

## See also

* [Adyen status page](https://status.adyen.com)
* [Contact Support](https://ca-live.adyen.com/ca/ca/contactUs/support.shtml)
