{"title":"Status updates and help","category":"default","creationDate":1776961627,"content":"<p>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 plataforma de pagamentos da Adyen. In case you need help, make sure your team knows how to contact our Support team and what details to provide about the issue.<\/p>\n<p>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.<\/p>\n<h2>Check the Adyen status page<\/h2>\n<p>Our status page <a href=\"https:\/\/status.adyen.com\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">https:\/\/status.adyen.com<\/a> 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.<\/p>\n<p>We recommend you:<\/p>\n<ul>\n<li>Bookmark the Adyen status page.<\/li>\n<li>Check the page if you experience a problem with your payments.<\/li>\n<\/ul>\n<h2>Subscribe to service status notifications<\/h2>\n<p>To keep you informed of any issues with the service status of the plataforma de pagamentos da Adyen, 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.<\/p>\n<p>To receive those messages, you need to subscribe:<\/p>\n<ol>\n<li>In your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>, in the top navigation bar, select the <strong>Notification center icon<\/strong> <i class=\"adl-icon-alert\"><\/i>.<\/li>\n<li>Select <strong>Settings<\/strong>.<\/li>\n<li>Under <strong>Service status<\/strong>, 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.<\/li>\n<\/ol>\n<h2>Update your contact details<\/h2>\n<p>Make sure your emergency contact details are up to date, so that Adyen knows who to reach out to:<\/p>\n<ol>\n<li>In the Customer Area go to <strong>Settings<\/strong> &gt; <strong>Account<\/strong>.<\/li>\n<li>Select <strong>Company<\/strong> or <strong>Merchant<\/strong> as applicable.<\/li>\n<li>Under <strong>Contacts<\/strong> make sure your organization's <strong>support contact<\/strong> is listed and that the details are still correct.<\/li>\n<\/ol>\n<h2>Contact our Support Team<\/h2>\n<p>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.<\/p>\n<p>After you have gathered information about your issue, you can <a href=\"#create-a-ticket\">create a ticket<\/a> or <a href=\"#call-us\">call us<\/a>.<\/p>\n<h3>Create a ticket<\/h3>\n<p>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.<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Select the <strong>Support icon<\/strong> <i class=\"adl-icon-help-outline\"><\/i>.<\/li>\n<li>Select <strong>Submit a ticket<\/strong>.<\/li>\n<li>Select the issue category and then select <strong>Continue<\/strong>.<\/li>\n<li>Fill in the <a href=\"#details-to-provide\">details<\/a> and select <strong>Continue<\/strong>.<\/li>\n<li>Add attachments such as screenshots, recordings, or logs, and select <strong>Submit<\/strong>.<\/li>\n<\/ol>\n<p>Your ticket is routed to the right specialist quickly.<\/p>\n<h3>Call us<\/h3>\n<p>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.<\/p>\n<p>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:<\/p>\n<ol>\n<li>In your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>, in the top navigation bar, select the <strong>Support icon<\/strong> <i class=\"adl-icon-help-outline\"><\/i>.<\/li>\n<li>Select <strong>Call support<\/strong>.<\/li>\n<\/ol>\n<p>When you call our Support Team, be aware that you will need to provide details. For example, if applicable to your issue:<\/p>\n<ul>\n<li>Name of your Adyen merchant account.<\/li>\n<li>Error codes returned in API responses or webhook messages.<\/li>\n<li>Report day or month, invoice number, or batch number.<\/li>\n<li>Payout currency.<\/li>\n<li>Integration type and the API or SDK version.<\/li>\n<li>Plugin name and version, <a href=\"\/pt\/partners\/application-information\">partner platform name and version<\/a>.<\/li>\n<li>Adyen <a href=\"\/pt\/get-started-with-adyen\/adyen-glossary\/#psp-reference\">PSP reference<\/a> of the transaction; your own reference that you specified in the API request; the payment method.<\/li>\n<li>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 <a href=\"\/pt\/point-of-sale\/diagnostics\/request-diagnosis\/\">diagnosis request<\/a>, and in the <a href=\"\/pt\/point-of-sale\/menu-access\/#engage-terminal-menus\">Device info<\/a> page on the terminal.<\/li>\n<li>Store ID.<\/li>\n<li>Balance platform ID, account holder ID, transfer ID.<\/li>\n<\/ul>\n<h2>See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"https:\/\/status.adyen.com\"\n                        target=\"_blank\"\n                         class=\"external\">\n                    Adyen status page\n                <\/a><\/li><li><a href=\"https:\/\/ca-live.adyen.com\/ca\/ca\/contactUs\/support.shtml\"\n                        target=\"_blank\"\n                         class=\"external\">\n                    Contact Support\n                <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/pt\/industries\/peak-season\/status-and-help","articleFields":{"description":"Stay informed about the status of the Adyen payments platform, and know how to contact Support.","type":"page"},"algolia":{"url":"https:\/\/docs.adyen.com\/pt\/industries\/peak-season\/status-and-help","title":"Status updates and help","content":"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 plataforma de pagamentos da Adyen. In case you need help, make sure your team knows how to contact our Support team and what details to provide about the issue.\nAlso 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.\nCheck the Adyen status page\nOur 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.\nWe recommend you:\n\nBookmark the Adyen status page.\nCheck the page if you experience a problem with your payments.\n\nSubscribe to service status notifications\nTo keep you informed of any issues with the service status of the plataforma de pagamentos da Adyen, 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.\nTo receive those messages, you need to subscribe:\n\nIn your Customer Area, in the top navigation bar, select the Notification center icon .\nSelect Settings.\nUnder 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.\n\nUpdate your contact details\nMake sure your emergency contact details are up to date, so that Adyen knows who to reach out to:\n\nIn the Customer Area go to Settings &gt; Account.\nSelect Company or Merchant as applicable.\nUnder Contacts make sure your organization's support contact is listed and that the details are still correct.\n\nContact our Support Team\nThe 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.\nAfter you have gathered information about your issue, you can create a ticket or call us.\nCreate a ticket\nThe primary way to contact our Support Team is to submit a ticket. The workflow automatically asks for specific details related to the issue category.\n\nLog in to your Customer Area.\nSelect the Support icon .\nSelect Submit a ticket.\nSelect the issue category and then select Continue.\nFill in the details and select Continue.\nAdd attachments such as screenshots, recordings, or logs, and select Submit.\n\nYour ticket is routed to the right specialist quickly.\nCall us\nIf 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.\nWe 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:\n\nIn your Customer Area, in the top navigation bar, select the Support icon .\nSelect Call support.\n\nWhen you call our Support Team, be aware that you will need to provide details. For example, if applicable to your issue:\n\nName of your Adyen merchant account.\nError codes returned in API responses or webhook messages.\nReport day or month, invoice number, or batch number.\nPayout currency.\nIntegration type and the API or SDK version.\nPlugin name and version, partner platform name and version.\nAdyen PSP reference of the transaction; your own reference that you specified in the API request; the payment method.\nHow 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, and in the Device info page on the terminal.\nStore ID.\nBalance platform ID, account holder ID, transfer ID.\n\nSee also\n\n\n                    Adyen status page\n                \n                    Contact Support\n                \n","type":"page","locale":"pt","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"Industries and markets","lvl2":"Peak season readiness","lvl3":"Status updates and help"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/pt","lvl1":"https:\/\/docs.adyen.com\/pt\/industries","lvl2":"https:\/\/docs.adyen.com\/pt\/industries\/peak-season","lvl3":"\/pt\/industries\/peak-season\/status-and-help"},"levels":4,"category":"","category_color":"","tags":["Status","updates"]}}