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Troubleshoot

Learn how to troubleshoot webhooks that fail to be delivered.

If we can't deliver a webhook to your server, it goes to the retry queue, and you can troubleshoot the issue with the information we provide.

Check that your server can receive and acknowledge our webhooks. Incorrect server setup is a common cause of failure to deliver webhooks.

To see if you have any issues with webhooks from Adyen:

  1. Log in to your Customer Area.
  2. Go to Developers > Webhooks.

If we can't deliver a webhook to your server, you see a Troubleshoot button next to the name of the webhook. Select the button to troubleshoot the issue.

Retry queue

Each webhook with the Troubleshoot button is in the retry queue. We retry sending the earliest webhook in the queue for 14 days. If we successfully deliver it to your server, we retry sending the next webhook in the queue.

If your server doesn't acknowledge notifications, we send a system message in your Customer Area after the fifth retry. Subscribe if you want to get system messages by email.

Retry queues are separate for each endpoint. If you have more than one endpoint for receiving notifications, troubleshoot them separately.

Troubleshoot the issue

Each webhook in the retry queue includes an error message that can help you troubleshoot the issue. Make changes to your endpoint and try to send the webhook again by selecting Retry , or remove the webhook from the queue by selecting Ignore notification .

AUTHORISATION webhooks for credit card payments that don't go through 3D Secure are sent from a different system that doesn't require your server to accept the webhook. Therefore, don't use this type webhook as an indication to troubleshoot.

Retry

When you select this, we send the webhook to your endpoint again. If your endpoint successfully receives the webhook, you get a success message. If it fails again, you get an error message.

It can take several hours for the retry queue to update. Therefore, a webhook in the queue that successfully gets delivered can stay in the queue for several hours before it gets removed.

Ignore notification

When you select this, the webhook event is permanently removed from the queue, and you can't try to send it anymore.