Help
Log in

Using Adyen on Shopify

Adyen is a payment gateway for Enterprise businesses to accept payments. Merchants with an existing Adyen account can use Adyen as their payment processor directly within Shopify.

You can integrate Shopify, including Adyen's payments data, with your Enterprise Resource Planning (ERP) software to ensure smoother data management and synchronization between your systems.

On this page

Eligibility requirements for Adyen on Shopify

Before you can use Adyen on Shopify, you must meet the following requirements:

  • You must be on an Enterprise plan.
  • Your business must meet specific eligibility criteria based on your region.
  • You must have an existing Adyen account set up before activating the integration.
  • Your store must use Shopify Checkout.

Adyen access is by approval only and can't be guaranteed. To request Adyen activation, contact your Shopify Sales Representative or Customer Success Manager (CSM). If you don't have a Customer Success Manager, then you can contact Shopify Support for guidance on next steps.

Incompatible or unavailable features for Adyen on Shopify

Certain features are unavailable or incompatible with the Adyen on Shopify integration:

  • Klarna and PayPal aren't available: Klarna and PayPal aren't supported as payment methods through the Adyen on Shopify integration.
  • Not all local payment methods are available: The local payment methods (LPMs) offered through the Adyen on Shopify integration vary by region and may not include all methods that Adyen offers directly. Refer to Adyen's payment methods documentation for the full list.
  • Shopify fraud tools aren't available: When using Adyen, you don't have access to Shopify Payments fraud tools such as dispute management, card testing protection, and fraud analytics. Adyen offers its own fraud prevention tools, which may be available for an additional fee. You can still use Shopify's fraud analysis and Shopify Flow to set up custom rules.
  • Managed Markets isn't supported: Managed Markets (merchant of record service) requires Shopify Payments and can't be used with Adyen.
  • Manual payment methods don't support multi-currency: Multi-currency functionality only works for credit cards. Manual payment methods such as bank transfer or cash on delivery default to the store currency.

Activate Adyen on Shopify

Before you can activate Adyen, work with your Shopify Sales Representative or Customer Success Manager to receive approval. After you receive approval, set up an account with Adyen, and then install and activate the payment app.

Steps:

  1. From your Shopify admin, go to Settings > Payments.

  2. In the Shopify Payments section, click Manage.

  3. Click Switch to a third-party provider, and then click Switch to a third-party provider again to confirm.

  4. Choose Adyen Payments - Credit Cards from the list of available payment providers. If you're not approved to use Adyen, then the Adyen Payments - Credit Cards option doesn't display in the list of payment providers.

  5. Click Manage account.

  6. If required, then allow the Adyen payment extension to access and modify your store's data.

  7. From the Adyen Payment Configuration page, select the Adyen account that you want to use with your Shopify store.

  8. Follow the instructions in the Adyen Customer Area to install the Adyen payments app for Shopify and test your integration.

Configure Adyen settings

After you activate Adyen, you can configure settings to match your business needs.

Configure payment capture settings

Payment capture determines when funds are collected from your customers.

Steps:

  1. From your Shopify admin, go to Settings > Payments.

  2. In the payment provider section, click Manage.

  3. Choose your preferred capture method:

    • Automatic capture: Payments are captured immediately when the order is placed.
    • Manual capture: Payments are authorized but not captured until you manually capture them.
    • Capture on fulfillment: Payments are captured when you fulfill the order.

Install local payment methods

To offer local payment methods through Adyen, you must first have the Adyen Payments - Credit Cards app installed as your primary gateway. If you don't have the credit card app installed, then you can't install local payment methods.

After the credit card app is installed, contact your Customer Success Manager or Shopify Sales Representative to get access to local payment methods for your region.

Configure credit card installments for Brazil and Mexico

If you sell to customers in Brazil or Mexico, then you can offer credit card installments at checkout.

Before you configure installments, verify the following requirements are met:

  • For Brazil, your market must use BRL (Brazilian Real) currency.
  • For Mexico, your market must use MXN (Mexican Peso) currency.
  • The Adyen Payments - Credit Cards app must be installed as your primary gateway.

Steps:

  1. From your Shopify admin, go to Settings > Payments.

  2. In the Adyen Payments - Credit Cards section, click Manage.

  3. Click More Actions, and then click Manage.

  4. In your browser's address bar, add ?credit_card_installments=1 to the end of the URL, and then press Enter on your keyboard.

  5. The installments configuration options display at the bottom of the page.

  6. Configure the maximum number of installments and minimum payment per installment. Brazil installments can be configured from 2 to 12 installments. Mexico installments can be configured in either 3, 6, 9, 12, or 18 installments.

  7. Click Save.

Use Adyen with Shopify Markets

Adyen is compatible with Shopify Markets. When Shopify Markets is activated, transactions are processed in the currency that Shopify sends to Adyen.

To sell in multiple currencies with Adyen, verify the following requirements are met:

  • The currencies of your markets must also be configured in your Adyen account.
  • If the currency is one of Adyen's settlement currencies for your region, then Adyen settles the funds in that same currency.

Validate your integration with test orders

Before you start accepting live payments, test your Adyen integration using draft orders to confirm that payments process correctly.

Steps:

  1. From your Shopify admin, go to Orders > Drafts.

  2. Click Create order.

  3. Add a product and customer information.

  4. Click Collect payment, and then select your preferred payment method.

  5. Complete the payment process and verify that the order displays correctly in both Shopify and your Adyen portal.

Reconcile orders when using Adyen

When an order is paid for using Adyen, Shopify sends a merchantReference number to Adyen for the transaction. The merchantReference number is a unique identifier you can use to reconcile orders.

The merchantReference number consists of two parts:

  • Shopify store ID: The first part of the number identifies your Shopify store.
  • Payment ID: The second part is the payment ID for the specific transaction.

For example, the merchantReference number might display as 12345-67890. In this example, 12345 is the Shopify store ID and 67890 is the payment ID.

The payment ID for a transaction displays in the order timeline in your Shopify admin.

To reconcile transactions, search your Shopify admin using the payment ID part of the merchantReference number. The search function returns the order associated with the payment ID.

Considerations for order reconciliation

When using the order timeline and payment ID to reconcile orders with transactions in Adyen, review the following considerations:

  • Finding an order's authorization key: The authorization key isn't updated on the order timeline in your Shopify admin when a transaction is completed using Adyen. To retrieve the authorization key of an order, refer to your Adyen account.
  • Pending payment status: Payments might take multiple days to process. If a response isn't received from the payment provider, then payments might display as Pending. When the payment status changes to Paid, you can fulfill the order.
  • Expired payment status: If the payment status changes to Expired, then confirm that the payment wasn't received in your Adyen account before requesting payment from your customer again. The payment status changes to Expired to indicate that it wasn't possible to process the payment.

Troubleshoot common Adyen issues

If you experience issues with your Adyen integration, then review the following common problems and solutions.

Troubleshoot pending payment status

This is expected behavior for local payment methods (LPMs) such as AliPay and WeChat Pay. The payment goes into a pending state until the payment is successful on the processor's side. After the payment is confirmed, the status updates in both Adyen and Shopify.

What to do: Wait for the payment to process. Most payments update within a few minutes, but some may take up to 10–15 minutes.

Troubleshoot customer charged but no order in Shopify

This can happen if a customer initiates a payment requiring 3D Secure verification but abandons the process or experiences issues outside of Shopify's control.

What to do:

  1. Check your Adyen portal to confirm the payment was captured.
  2. If the payment was captured, then create a draft order in Shopify.
  3. Mark the draft order as paid and fulfill it accordingly.
  4. If the payment wasn't captured, then no action is needed.
Troubleshoot customer charged twice

This can occur when a customer completes 3D Secure verification but isn't redirected back to Shopify properly. The customer might find two authorization attempts on their statement.

What to do:

  1. Check your Adyen portal to determine how many payments were actually captured.
  2. If only one payment was captured, then advise the customer that the second charge is a pending authorization that will automatically be released by their bank.
  3. If two payments were captured, then refund the duplicate transaction in your Adyen portal.
Troubleshoot order created but payment declined

If Adyen takes longer than expected to process a payment decline, then the payment might go to pending status and the order is created in Shopify.

What to do:

  1. Check the payment status in both your Shopify admin and your Adyen portal.
  2. If the payment failed, then you can either cancel the order or request payment again from the customer.
Troubleshoot abandoned checkout with payment confirmed in Adyen

This can occur when a local payment method session expires, but the customer was still authorized in Adyen.

What to do:

  1. Wait 10-15 minutes for the payment status to sync between Adyen and Shopify.
  2. If the payment displays as complete in Adyen but the order still isn't created in Shopify after 15 minutes, then create a draft order and manually mark it as paid.
Troubleshoot "App isn't available to install" error

This error typically indicates that your store doesn't meet the eligibility requirements to use Adyen.

What to do:

  1. Verify that your store is on an Enterprise plan.
  2. Contact your Customer Success Manager (CSM) or Shopify Sales Representative to discuss eligibility and activation.
  3. If you don't have a Customer Success Manager, then contact Shopify Support for guidance on next steps.
Troubleshoot local payment methods not displaying at checkout

If local payment methods aren't displaying for your customers, then verify the following requirements are met:

  • The Adyen Payments - Credit Cards app must be installed as your primary gateway. You can't use local payment methods without it.
  • The customer's shipping address must be in a region where the local payment method is available.
  • The checkout currency must be supported by the local payment method.

What to do:

  1. Confirm that the Adyen Payments - Credit Cards app is installed and active.
  2. Verify that your local payment methods are configured correctly in your Adyen account.
  3. Test the checkout with a customer address in the target region.
Troubleshoot credit card installments not displaying at checkout

If credit card installments aren't displaying for customers in Brazil or Mexico, then verify the following requirements are met:

  • For Brazil, the market must use BRL (Brazilian Real) currency.
  • For Mexico, the market must use MXN (Mexican Peso) currency.
  • The Adyen Payments - Credit Cards app must be installed as your primary gateway.
  • Installments must be activated using the URL parameter.
  • Store credit and third-party gift card payment apps aren't being used (these aren't compatible with installments).

Frequently asked questions

Can I use Adyen for local payment methods and a different gateway for credit cards?

No. To process local payment methods with Adyen, you must have the Adyen Payments - Credit Cards app installed as your primary gateway. Adyen requires this configuration and monitors usage to prevent partial integration.

Can I view the Adyen PSP Reference in my Shopify admin?

No. Adyen's Payment Service Provider (PSP) Reference isn't stored in Shopify. However, the Shopify transaction reference is stored as part of the merchantReference field in your Adyen portal, which you can use for reconciliation.

Is Adyen compatible with subscriptions?

Yes, the Adyen payment app supports subscriptions through Shopify Checkout-integrated subscription apps. If you need to migrate existing subscriptions to Adyen, then contact your Customer Success Manager (CSM) or Shopify Sales Representative to discuss migration options.

Does Adyen support Apple Pay and Google Pay?

Yes, Apple Pay (for iOS) and Google Pay (for Android) are available through the Adyen integration.

Is Adyen compatible with post-purchase upsells?

Yes, the Adyen app supports post-purchase upsells through the post-purchase checkout extension. Refer to the Shopify developer documentation for post-purchase checkout extensions limitations and considerations.

How do I migrate from the legacy Active Merchant integration to the new Payment App?

The legacy Adyen gateway is no longer supported and might cause payment issues. If you're still on the legacy Adyen gateway, then you should migrate to the new Adyen Payment App immediately.

To migrate, contact Shopify Support or your Customer Success Manager for guidance on the migration process.

Before you contact Shopify Support about Adyen

Before reaching out to Shopify Support about an Adyen issue, gather the following information to help resolve your issue faster:

  • The order number or numbers affected by the issue
  • The date and time the issue occurred
  • Screenshots of any error messages you received
  • The payment status displayed in both your Shopify admin and your Adyen portal
  • The merchantReference number from Adyen (if applicable)
  • A description of what you expected to happen versus what actually happened
  • Steps you've already tried from the troubleshooting section

Adyen support and resources

Knowing which team to contact for support can improve your experience and help you get answers faster when using Adyen on Shopify.

Shopify Support responsibilities

For assistance with the Adyen integration on Shopify, including help with setup, configuration, and troubleshooting common issues, Shopify Support is your first point of contact. Shopify Support can assist with the following types of issues:

  • Requesting access and activating the Adyen payment gateway on Shopify
  • Technical issues related to the Adyen payment gateway on Shopify
  • Troubleshooting integration problems
  • Guidance on configuring and managing Adyen settings within Shopify

Adyen Support responsibilities

For issues that are specific to your Adyen account, contact Adyen Support directly at support@adyen.com. Adyen Support handles the following types of inquiries:

  • Account verification and merchant onboarding
  • Compliance with regulations
  • Pricing and processing rates
  • Payout schedules, failed payouts, and other payout-related questions
  • Fraud prevention strategies and tools
  • Management of chargebacks and disputes
  • Detailed reporting and reconciliation needs

Resources

To learn more about Adyen and its integration with Shopify, refer to the following resources: