Frequently Asked Questions

Find some of the most frequently asked questions here!

Invoice Questions

How to share your invoices?

We primarily have used the Coupa Supplier Portal for invoice management. This e-invoicing process is faster and more efficient, as it allows you to create invoices directly based on Purchase Orders. When creating invoices, be aware of the different ways: including from a Purchase Order or as a blank invoice, and ensure you fill in all mandatory fields before submitting. It's crucial that the invoice is accurate and matches the Purchase Order down to the decimals, as the Coupa-generated PDF is considered the legal invoice. You can find the detailed steps here for invoices.

What if you have not yet been registered on the Coupa Supplier Portal?

You send your invoices to invoicescoupa@adyen.com.
Please note that this email address is specifically for invoices related to the cost centers Platform Engineering and Supply Chain. Invoices for other cost centers and entities should be sent to the relevant entity's email address. For example invoicesnv@adyen.com. If you are not sure about which email; please reach out to your Adyen contact.

Having delays with invoice payments?

To prevent payment delays, please ensure your invoice details, including supplier name, invoice number, date, amount, and currency, are an exact match for the corresponding Purchase Order (PO). Any discrepancies may lead to the invoice being disputed, requiring you to cancel the original and submit a new, corrected one.

I cannot submit the form, it's giving me the error “Please fix the errors below” , what can I do?

Please go down to the tabs where there is a * next to it and make sure to fill each of them out. Each mandatory space needs to be filled out in the correct format before submitting. If everything is filled out correctly and still receiving an error, we recommend logging out and trying on a different device.

I filled the form out but Adyen has not received it. What can I do?

Please make sure you have clicked “Submit for approval” at the bottom of the external form, if you just click “Save” it only appears in “Draft” status for us and therefore we cannot approve.

When I try to add my payment information, I am routed to enter an authentication code. I don’t have an authentication code, what shall I do?

You can configure the authentication code, or reset it if you don’t know which device you tied it to previously. To do so, please follow the instructions here.

The form requires me to add “Bank Supporting Document” but I don’t have it / we don’t want to share?

The “Bank Supporting Document" is a bank letter or a document from the bank where your business has an accounting stating that you are a customer at that bank and your business information. Please do not upload bank statements.

The form requires me to add “Tax Documents” but I don’t have it / we don’t want to share?

I don’t want to provide the UBO information (names and dates of birth). What should I do?

As a regulated financial institution, Adyen is required as per the Dutch implementation of the European Anti-Money-Laundering Directives - WWFT - as well as the Dutch Sanctions Act - Sanctiewet 1977 - to ensure that it is not conducting business relationships with any sanctioned entities or individuals. In line with this requirement, Adyen's Management Board has no appetite for contracting with a sanctioned Third Party or individual, as stated in Adyen's Third Party Management Policy. As such, Adyen requires data on its Third Parties, as well as their Ultimate Beneficial Owners and Authorized Signatories, which is regularly screened in order to verify compliance with the applicable legal frameworks and its own risk appetite. Non-compliance or lack of cooperation from the vendor endangers Adyen's compliance with its core legal and regulatory obligations, leading to a vendor being off-boarded or not onboarded in the first place. If you are unable to provide the said information, we cannot onboard you.

What is the NACE code?

The NACE code is a four-digit code for the statistical classification of economic activities in the European Community. If you are unsure what your code is, you can check out the link here.