Webhooks are essential for maintaining real-time communication between Adyen and your integrated systems. If a webhook fails, certain transaction statuses or updates may not be correctly reflected in your environment. Below is a recommended troubleshooting approach and guidance for Adyen platform partners when encountering failed webhooks.
Common Scenario
You may notice that some webhook events are not being received or processed—even though Adyen appears to have sent them. This can result in missed updates such as:
• Payment authorizations or captures
• Refunds
• Chargebacks
• Payout status changes
In some cases, a large volume of webhook events may enter a retry queue, which can delay or block new events until earlier ones are acknowledged.
Recommended Troubleshooting Steps
If you suspect webhooks are failing or being blocked, follow these steps:
1. Check Your Endpoint Logs
• Verify whether your endpoint received the events in question.
• Look for response codes—Adyen expects a 200 OK status to confirm receipt.
• Delays or repeated failures may cause a backlog, resulting in timeouts or skipped processing.
2. Access Notification Logs (via Adyen Help Center)
• Adyen does not expose all webhook delivery logs in the portal.
• However, you can submit a support ticket to Adyen and request a review of failed webhook logs for your merchant account or webhook ID.
• Adyen can confirm if events were sent, how many times, and if they were successfully acknowledged.
3. Resend Webhooks
If confirmed as failed:
• You may need to resend webhook notifications manually.
• Adyen allows you to resend individual or bulk events through the Customer Area or via API if retrying is enabled.
Proactive Prevention Tips
• Monitor webhook logs regularly on your own servers for any failed or unprocessed events.
• Ensure HTTPS endpoints are valid, secured, and scalable enough to handle bursts of notifications.
• Use a queuing or buffering mechanism to process high volumes asynchronously.
• Consider implementing retry logic with exponential backoff to avoid overwhelming your system.
Still Having Issues?
If you believe the webhook issue originated from Adyen or the retry queue is backed up:
• Submit a support request in the Adyen portal with:
• Your merchant account name
• The webhook endpoint or HMAC key
• A timeframe when events were expected but not received
• Adyen support can review backend logs to confirm delivery status and guide next steps.
Example Use Case
A partner noticed that webhook events were not reaching their endpoint, and this impacted transaction flow. Upon request, Adyen confirmed that the webhook events were failing and queued for retry. Resending from Adyen cleared the queue, and the partner resumed normal processing.
Let us know if you need help reviewing your webhook setup or creating test events to validate your integration.