Where is my money?
Adyen processes payments on behalf of third parties providing products or services. For example, when you buy something from an Adyen merchant, either online or in store, you may see Adyen’s name on your bank statement instead of the name of the store in question.
I did not make this purchase. How do I get my money back?
If you do not recall making the purchase, check whether you or someone in your household has recently bought anything from this merchant. If this is not the case, contact your bank immediately to start a withdrawal process. Adyen is not authorized to do this on your behalf.
When will the product/service I ordered be delivered?
Adyen has no control over the merchant’s delivery process. To find out when you will receive the product or service you ordered, contact the online store.
As an indication, processing payments usually take less than three days. However, sometimes it may take slightly longer.
Why was my payment refused?
Contact your card issuer if your payment was refused and the merchant is not able to give you the reason why. Adyen cannot provide you with any details about the refusal reason.
I need more information
We can only help you with finding the merchant who has requested a charge.
Please provide the following information and email our support team:
- Amount of the charge
- Currency of the charge
- Date of the charge
- Last 4 digits of your card OR full IBAN
- Your e-mail address
- Your phone number