> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/service-and-support.md). # Service and Support For Carbon 10 problems, contact your local Verifone representative or service provider. For device product service and repair information: * **USA** – Verifone Service and Support Group, 1-800-834-4366, Monday - Friday, 8 A.M. - 8 P.M., eastern time. * **International** – Contact your Verifone representative. ## Service Returns Before returning the unit to Verifone, you must obtain a Merchandise Return Authorization (MRA) number. The following procedure describes how to return one or more card reading units for repair or replacement (U.S. customers only). {% hint style="info" %} International customers, please contact your local Verifone representative for assistance with your service, return, or replacement. {% endhint %} {% stepper %} {% step %} ## Gather the following information Gather the following information from the printed labels on the underside of each unit to be returned: * Product ID, including the model and part number. For example, "M179-xxx-xx-xxx" and "PTID xxxxxxxx." * Serial number (S/N xxx-xxx-xxx). * ```

Carbon 10 Figure 20

``` {% endstep %} {% step %} ## Call Verifone Within the United States, call Verifone toll-free at 1-800-834-4366. {% endstep %} {% step %} ## Select the MRA option Select the MRA option from the automated message. The MRA department is open Monday to Friday, 8 A.M.–8 P.M., eastern time. {% endstep %} {% step %} ## Provide the information to the MRA representative Give the MRA representative the information gathered in Step 1. If the list of serial numbers is long, you can fax the list, along with the information gathered in Step 1, to the MRA department at 1-727-953-4172 (U.S.). * Please address the fax clearly to the attention of the "Verifone MRA Dept." * Include a telephone number where you can be reached and your fax number. * You will be issued MRA number(s) and the fax will be returned to you. {% hint style="info" %} One MRA number must be issued for each unit you return to Verifone, even if you are returning several of the same model. {% endhint %} {% endstep %} {% step %} ## Describe the problem and provide the shipping address Describe the problem(s) and provide the shipping address where the repaired or replacement unit must be returned. {% endstep %} {% step %} ## Keep a record Keep a record of the following items: * Assigned MRA number(s). * Verifone serial number assigned to the unit you are returning for service or repair (serial numbers are located on the top of the unit). * Shipping documentation, such as air bill numbers used to trace the shipment. * Model(s) returned (model numbers are located on the Verifone label on the top of the unit). {% endstep %} {% endstepper %} ## Accessories and Documentation Verifone produces accessories and documentation for the card reader. When ordering, please refer to the part number in the left column. Verifone Online Store at [www.store.verifone.com](https://www.store.verifone.com/) * **USA** – Verifone Customer Development Center, 1-800-834-4366, Monday - Friday, 7 A.M. - 8 P.M., eastern time * **International** – Contact your Verifone representative ### Connection Cables | Part Number | Description | | --------------- | ----------------------------------- | | CBL159-312-01-A | LAN cable for Ethernet connections. | ### Power Cables | Part Number | Description | | --------------- | ---------------------------- | | PWR179-003-01-A | 5 V, 2.2 A, 11 W Power Pack. | ### Peripherals | Part Number | Description | | --------------- | ----------- | | MSC179-029-01-A | Cash Drawer | ### Cleaning Kit | Part Number | Description | | ----------- | ---------------------- | | 02746 | Verifone Cleaning Kit. | ### Documentation | VPN | Document | | ----------------- | ------------------------------------------------------------ | | VPN DOC420-001-EN | Carbon 10 Certifications and Regulations Sheet | | VPN DOC420-002-EN | Carbon 10 Quick Installation Guide | | VPN DOC420-004-EN | Carbon 10 Reference Guide | | VPN DOC179-005-EN | Carbon 10 Printer Stand Certifications and Regulations Sheet | | VPN DOC420-008-EN | Carbon 10 Security Policy | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.verifone.com/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/service-and-support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.