> 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/engage-devices/exxx-series/e235/e235-installation-guide/service-and-support.md).

# Service and Support

The e235 device does not contain user-serviceable parts. Unless expressly directed, refrain from attempting any service, adjustments, or repairs on the unit under any circumstance.

For product service and repair information:

* USA – Verifone Service and Support Group, 1-800-837-4366 Monday - Friday, 8 A.M. - 8 P.M., Eastern time
* International – Contact your Verifone representative

## Returning a Device for Service

You must obtain a Merchandise Return Authorization (MRA) number before returning the terminal to Verifone. The following procedure describes how to return one or more terminals for repair or replacement (U.S. customers only).

{% hint style="warning" %}
Customers outside the United States are advised to contact their local Verifone representative for assistance regarding service, return, or replacement of devices and accessories.<br>

*Il est conseillé aux clients en dehors des États-Unis de contacter leur Verifone local représentant pour obtenir de l'aide concernant l'entretien, le retour ou le remplacement des appareils Et accessoires.*
{% endhint %}

{% stepper %}
{% step %}

#### Record the device information

Get the following information from the printed labels on each e235 device:

* Product ID, including the model and part number. For example, `e235` and `M194-XXX-XXX-XXX`.
* Serial number, such as `S/N nnn-nnn-nnn`.
  {% endstep %}

{% step %}

#### Obtain an MRA number

Use one of the following methods:

* Call Verifone toll-free at 1-800-Verifone. Follow the automated menu options.
* Select the MRA option. The department is open Monday through Friday, 8 A.M. to 8 P.M. Eastern Time.
* Give the representative the information from the previous step.
* Complete the [Inquiry Contact Form](https://www.verifone.com/en-us/contact/contact-us).
  * Enter `Verifone MRA Dept.` in **Subject**.
  * Enter the model and part number in **Note**.

{% hint style="info" %}
Each e235 returned to Verifone requires a distinct MRA number to be issued. Even if you are returning multiple terminals of the same model, ensure that a separate MRA number is issued for each unit.
{% endhint %}
{% endstep %}

{% step %}

#### Describe the problem

Describe the issue with each device.
{% endstep %}

{% step %}

#### Provide the return address

Provide the shipping address for the repaired or replacement device.
{% endstep %}

{% step %}

#### Keep your return records

Record the following:

* Issue details for each e235 device.
* Return shipping address.
* Assigned MRA number.
* Serial number for each returned device.
* Shipping documentation, including air bill tracking numbers.
* Returned model number from the label on the device back.
  {% endstep %}
  {% endstepper %}


---

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