Contact your 1st-line support partner to troubleshoot the issue and do triage on your terminal. With basic troubleshooting 80% of the issues can be solved. Please look at the user guides for more information.
If the damage can’t be repaired and the terminal needs to be replaced then follow the below guidelines:
For Verifone terminals, if you are covered by the Terminal Replacement Service or your terminal is still under the 4-month warranty, please follow the instructions in the following replacement-form-verifone.pdf to order a replacement.
Note: If after inspection Adyen determines that there was no Terminal Replacement Service agreed, or if the damage on the terminal is caused by careless use, Adyen has the right to charge you the costs of the replacement terminal plus shipment costs.
For Shuttles, please look into the Verifone solutions we offer on our webshop, or alternatives for small/medium businesses offered by our partner Payleven. Adyen no longer sells Shuttle devices and is phasing out support for these terminals.