Starting in Q3 2025, Adyen will begin migrating all users from the Balance Platform Customer Area to the Customer Area, Adyen's unified customer platform. The Balance Platform Customer Area will no longer be accessible by February 2026.
Most changes will be done automatically, but some user actions will be required. This page describes the migration timeline and what you need to do.
Why this change is important
The Customer Area supports all user journeys, including Issuing and Financial Products, and brings all functionality together in one platform. This reduces confusion, simplifies platform management, and improves the overall user experience.
By moving to the Customer Area, you gain:
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access to reporting tools that help you monitor which users have Customer Area access.
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faster and more secure login using Single Sign-On (SSO).
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the ability to submit support tickets directly from the Customer Area.
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improved navigation, including the option to pin frequently used pages so they stay at the top of the menu.
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the option to subscribe to system alerts and updates related to your accounts and services.
What do you need to do?
Starting in Q3 2025, all users should use the Customer Area instead of the Balance Platform Customer Area.
If you do not have a Customer Area account, you will be prompted to set one up when you access the Balance Platform Customer Area. The setup process includes steps to:
- Create a password.
- Register a multifactor authentication (MFA) device.
You must complete this setup for both the Customer Area TEST environment and the Customer Area LIVE environment.
If you already have a Customer Area account, no further action is needed. If access to specific features is missing, contact your admin to assign the correct roles.
Balance Platform Customer Area migration timeline
The migration from the Balance Platform Customer Area to the Customer Area will be carried out in four stages.
The steps below describe what Adyen will do at each stage, along with any required actions from admins and other users.
These timelines are indicative and subject to change. Final dates will be confirmed closer to Q3 2025.
We will not migrate:
- users who already have a Customer Area account.
- users with duplicate email addresses in the Balance Platform Customer Area.
Stage 1 – Q3 2025
Adyen will disable the ability to create new users in both the Balance Platform Customer Area TEST environment and the Balance Platform Customer Area LIVE environment.
As an admin, complete your account setup in the Customer Area TEST environment by following the instructions in the Balance Platform Customer Area. This ensures you can continue managing access for your users. The setup process includes steps to:
- Create a password.
- Register a multifactor authentication (MFA) device.
Stage 2 – Q3 2025
Your users will be prompted on how to set up their account for the Customer Area TEST environment when they access the Balance Platform Customer Area. The setup process includes steps to:
- Create a password.
- Register a multifactor authentication (MFA) device.
They will receive a confirmation email once the process is successful. In the Customer Area TEST environment, your users are able to:
- view account holder details, capabilities, and legal entity information.
- initiate and view transfers.
- view balance accounts.
- manage sweep configurations.
- view Adyen payment instruments.
- access reports, API credentials, and webhook configurations.
Stage 3 – Q3 2025
Your users will be prompted on how to set up their account for the Customer Area LIVE environment when they access the Balance Platform Customer Area. The setup process includes steps to:
- Create a password.
- Register a multifactor authentication (MFA) device.
They will have access to the same functionality as described in Stage 2.
Stage 4 – February 2026
Users can no longer access the Balance Platform Customer Area TEST or the Balance Platform Customer Area LIVE environments.
What are the differences between the Balance Platform Customer Area and the Customer Area?
The Customer Area introduces several changes in how account access, navigation, and user management are handled. These are:
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Account-level access: in the Customer Area, access is granted at the account level either on a company account or a merchant account.
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User management: users are managed directly in the Customer Area.
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Navigation structure: pages from the Balance Platform Customer Area are still available, but they appear under different sections in the Customer Area.
The table below outlines the changes to the navigation structure. Unchanged items are not included in this table.
| Balance Platform Customer Area navigation | Customer Area navigation |
|---|---|
| Transfers | Transactions > Transfers |
| Payment instruments | Financial products > Payment instruments |
| Score > Overview | Accounts & balances > Score |
| Score > Case management | Accounts & balances > Score > View Cases |
| Score > High risk list | Accounts & balances > Score > High risk lists |
| Score > Automated actions | Accounts & balances > Score > Automated actions |
| Score > Risk rules | TBD |
| Issuing > Card orders | Financial products > Card orders |
| Issuing > Transaction rules | Financial products > Transaction rules |
| Issuing > Disputes | Financial products > Issuing disputes |
| Issuing > Relayed authorization | Financial products > Relayed authorization |
| Capital | Financial products > Capital |
| Insights > KYC verification insights | Insights > KYC verification insights |
| Developers > API credentials | Developers > API credentials > Platforms tab |
| Developers > Webhooks | Developers > Webhooks > Platforms tab |
| Users | Settings > Users |
| Settings > Hosted onboarding | Settings > Hosted onboarding |
| Settings > Report columns | Settings > Report columns |
| Reports | Reports > Balance platform tab |
Will my login credentials change?
Yes. As part of the setup in the Balance Platform Customer Area, you are asked to create a new password and register a MFA device for both the Customer Area TEST environment and Customer Area LIVE environment.
After completing setup, you can log in using your email, password, and MFA device.
What roles will I get in the Customer Area?
Your roles in the Customer Area are mapped from your existing Balance Platform Customer Area roles. Some roles are equivalent to a bundle of Customer Area roles, which are listed in the table below.
| Balance Platform Customer Area role | Customer Area role |
|---|---|
| Balance platform admin role* | Merchant user management Manage API credentials Merchant technical integrator Generate Balance Platform reports Download Balance Platform reports Balance platform base role View account holders PII View bank transfers PII View payment instrument PII Merchant allowed own password reset Merchant standard role |
| Balance platform base role | Balance platform base role Merchant allowed own password reset Merchant standard role |
| Developer* | Manage API credentials Merchant technical integrator |
| Manage hosted onboarding themes | Merchant manage hosted onboarding |
| Permits access to Balance Platform capital overview and details |
Capital base role |
| Configure report columns | Generate Balance Platform reports |
| Download reports | Download Balance Platform reports |
| Generate and schedule reports | Generate Balance Platform reports |
| Risk admin | Merchant Marketplace Risk Admin |
| Risk base | Merchant Marketplace Risk |
| Unchanged roles | Download KYC documents Download tax form Manage account holder capabilities Manage account holders & legal entities View account holders PII View KYC documents Manage relayed authorization configuration Update card status View payment instrument PII Manage issuing disputes Manage transaction rules Download transfer confirmation letter Initiate transfers Manage sweep configurations View bank transfers PII Capital base role |
* Users with the Balance platform admin role or Developer role will receive full company account access in the Customer Area.
Will I lose any data?
No, your transfers, balance accounts, account holders, and payment instruments are visible in the Customer Area.
Will there be any downtime?
No, both environments are accessible during the migration process.
Will API functionalities be affected?
No, your API integrations will remain functional and unchanged.
What happens to existing Balance Platform Customer Area links in my internal tools?
Existing deep links to the Balance Platform Customer Area will continue to work for a limited time and will redirect to the equivalent pages in the Customer Area. However, these redirects are temporary.
To avoid disruptions, we recommend updating any internal links to point directly to the new Customer Area URLs.
For example, if you currently link to Account holder details in the Balance Platform Customer Area from Salesforce, update that link to the equivalent page in the Customer Area.
How can I grant access to a third-party integrator?
You can grant access to your technical integrator using the Manage partner user feature in the Customer Area.