> 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/e355/e355-installation-guide/service-and-support.md).

# Service and Support

The e355 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.

*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 %}

### Get device information

Get the following information from the printed labels on the back of each e355 device to be returned:

* Product ID, including the model and part number. For example, "e355" and "M087-XXX-XXX-XXX".
* Serial number (S/N nnn-nnn-nnn)
  {% endstep %}

{% step %}

### Obtain the MRA number(s)

Obtain the MRA number(s) by completing one of the following:

* Call Verifone toll-free within the United States at 1-800-Verifone and follow the automated menu options.
* Select the MRA option from the automated message. The MRA department is open Monday to Friday, 8 A.M. to 8 P.M., Eastern Time.
* Give the MRA representative the information you gathered in Step 1.
* Complete the Inquiry Contact Form at <https://www.verifone.com/en-us/contact/contact-us>.
* Address the Subject box to "Verifone MRA Dept."
* Reference the model and part number in the Note box.
  {% endstep %}

{% step %}

### Describe the problem(s)

Describe the problem(s) in enough detail to help identify the issue quickly. Include the symptoms, when the issue occurs, any error messages, and any troubleshooting already performed.
{% endstep %}

{% step %}

### Provide the return shipping address

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:

* Detail the issue(s) with the e355.
* Furnish the shipping address for the return of the repaired or replacement unit.
* Maintain a record of the following elements:
  * Assigned MRA number(s).
  * Verifone serial number linked to the e355 being sent for service or repair (located on the back of the unit).
  * Shipping documentation, including air bill numbers utilized for shipment tracking.
  * Model(s) returned (model numbers can be found on the Verifone label on the back of the e355 device).
    {% endstep %}
    {% endstepper %}

{% hint style="info" %}
Each e355 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 %}


---

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