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Support and Ticket Evidence

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Use this page when raising a support ticket for the Adyen SuitePayments SuiteApp.

Providing complete information and evidence helps the support team investigate the issue faster.

Information to include in the ticket

Include the following where applicable:

• NetSuite Account ID
• Environment: Production or Sandbox
• Adyen Merchant Account
• Adyen SuitePayments SuiteApp version
• NetSuite transaction type
• NetSuite transaction internal ID
• PSP Reference
• Payment Processing Profile
• Payment method
• Description of the issue
• Expected behavior
• Actual behavior
• Date and approximate time when the issue occurred
• Steps to reproduce the issue

Evidence to attach

Attach relevant evidence where available:

• Screenshots showing the issue or error
• Payment Event details
• Payment Result or payment processing details
• NetSuite script execution logs
• Adyen API request and response details
• Relevant webhook details
• Browser console logs for checkout issues
• Browser network logs where applicable
• Screen recording showing how the issue can be reproduced

Sensitive information

Do not include sensitive information in the ticket or attachments.

Do not share:

• Full payment card numbers
• CVV or CVC
• Passwords
• API keys
• Authentication credentials
• Other sensitive payment or customer information

Mask or remove sensitive information before attaching screenshots, logs, requests, or responses.

Before submitting the ticket

Confirm that:

1. The issue can still be reproduced.
2. The affected NetSuite Account ID and environment are included.
3. The SuiteApp version is included.
4. The affected transaction ID and PSP Reference are included where available.
5. Relevant screenshots and logs are attached.
6. Steps to reproduce the issue are clearly described.
7. Sensitive information has been removed or masked.