Resolution

If you purchased your card reader through a 3rd party distributor, that distributor will need to be contacted to replace the device.

Payments Customers, please make a case with Payments Support, who can make a ticket with the Fulfillment team. Support will need the following information to process a replacement:

The device serial number.
An address to ship the new device to, including a person for an attention to line, and a phone number for this contact. This address cannot be a PO box.
Attach the original onboarding document received when you initially received the device. The username/password on that sheet is required to set up the new device.
If the device needs to be shipped faster than ground shipping, please inform support.

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