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Troubleshoot issues with Dynamics 365 Payment Connector for Adyen

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This article provides an email template that can help you get support when you have issues with the Microsoft Dynamics 365 Payment Connector for Adyen.

Symptoms

You have issues with the Dynamics 365 Payment Connector for Adyen in the following areas, and you need support from the Adyen team:

  • Configuration of point of sale (POS), call center, or Dynamics 365 Commerce
  • The Adyen payment service provider (PSP) reference number (for example, if you have questions about refusals, including manual key entry [MKE] refusals)
  • Anything that isn't working in test or live merchant environments

Resolution

Use the following email template to start the support process with the Adyen team. To expedite troubleshooting, make sure that the email contains all the required details.

Field Value
To support@adyen.com
Cc
Subject line Microsoft Dynamics Support Request
Body

Hi Support,

Please provide support for the following issue:

  • Merchant account
  • Environment (Test/Prod)
  • Channel (POS/call center/Commerce e-commerce)
  • PSP reference number, if the issue involved a specific transaction (You can find the PSP reference number on the receipt, in the Adyen Customer Area, or on the transactions menu on the POS terminal.)
  • Screenshot or photo of the error message, if applicable
  • Event Viewer logs (in .txt format)
  • Description of the issue and troubleshooting steps that you've tried

More information

Third-party information disclaimer

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.