> 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/pxxx-series/p200/p200-installation-guide/service-and-support.md). # Service and Support ## Maintenance and Cleaning The P200 device has no user-serviceable parts. Unless otherwise instructed, do not, under any circumstances, attempt any service, adjustments, or repairs on the unit. Disconnect the device before cleaning. To clean the unit, periodically use a clean cloth, slightly dampened with water and a drop or two of mild soap. For stubborn stains, use alcohol or an alcohol-based cleaner. For best results, use a Verifone Cleaning Kit (refer to [Accessories and Documentation](#accessories-and-documentation)). {% hint style="warning" %} Never use thinner, trichloroethylene, or ketone-based solvents – they can deteriorate plastic or rubber parts. Because the P200 can be damaged by liquid, do not spray cleaners or other solutions directly onto the keypad or display. Always apply the cleaner to a cloth before cleaning the device. *N'utilisez jamais de diluant, le trichloréthylène ou des solvants cétoniques - ils peuvent détériorer les pièces en plastique ou en caoutchouc. Parce que cet appareil peut être endommagé par un liquide, ne pas vaporiser de nettoyage ou d'autres solutions directement sur le clavier ou l'écran. Toujours appliquer le nettoyant sur un chiffon avant de nettoyer l'appareil.* {% endhint %} ## Service Returns Contact your local Verifone representative or service provider for any problems on your terminal. For product service and repair information: * USA – Verifone Service and Support Group, 1-800-Verifone (837-4366) * Monday – Friday, 8 A.M. - 8 P.M., Eastern time International – Contact your Verifone representative 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="info" %} For international customers, please contact your local Verifone representative for assistance with your service, return, or replacement. {% endhint %} 1. Get the following information from the printed labels at the back of each P200 to be returned: * Product ID, including the model and part number. For example, "P200" and "M180-08x-xx-xxx-x." * Serial number (S/N nnn-nnn-nnn) 2. 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.– 8 P.M., Eastern Time. * Give the MRA representative the information you gathered in Step 1. * Complete the Inquiry Contact Form at . * Address the Subject box to "Verifone MRA Dept." * Reference the model and part number in the Note box. 3. Describe the problem(s). 4. Provide the shipping address where the repaired or replacement unit must be returned. 5. Keep a record of the following items: * Assigned MRA number(s). * Verifone serial number assigned to the P200 you are returning for service or repair (device serial numbers are located at the back 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 at the back of the P200). ### Decommissioning/Removal from Service The decommissioning procedure applies to P200 and P400 series PCI PTS version 4.x POI-approved devices. {% hint style="info" %} Failure to use this decommission procedure causes non-compliance to the PCI PTS POI Modular Security Requirements version 4.0 approval of the device. {% endhint %} To securely decommission the device: 1. Prepare your tool. A #8 Phillips head screwdriver is necessary. 2. Ensure that the device is disconnected from power and any other cables. 3. Turn the device face down, exposing the rear of the device. 4. Using the Phillips head screwdriver, remove each of the eight screws. Four of the screws (screw numbers 3, 4, 5 and 6) covered by the rear cable cover. You must remove the cable cover to access these screws. \ Screw #4 on the left is covered by a tamper-evident security label. Push the screwdriver through this label to access the screw.

Figure 19: P200 Bottom

5. Once all the identified screws have been removed, carefully separate the top housing plastics from the bottom 1mm, then pinch the top and bottom housing back together ensuring proper fit. 6. Reinsert all the screws previously removed. Tighten each screw completely. 7. Insert the power cable and power up the device. 8. Turn the device face up showing the display and keypad. Verify that the unit is in an "Active Tamper." You should see the \*TAMPER\* message displayed on the screen. ## Accessories and Documentation Verifone produces accessories and documentation for the P200. When ordering, please refer to the part number in the left column. * Verifone Online Store * USA – Verifone Customer Development Center, 1-800-Verifone (837-4366) Monday - Friday, 7 A.M. - 5 P.M., MST * International – Contact your Verifone representative ### Cables Contact your local Verifone distributor to determine which cable fits your needs. | Part Number | Description | | --------------- | ----------------------------------------------------------- | | CBL282-045-XX-B | USB cable (as Device). Powered from +9 V/1 A DC adaptor | | CBL282-038-XX-B | USB cable (as Device). Powered from +5 V USB Host. | | CBL282-033-01-B | Powered USB cable (as Device). Powered from +12 V PUSB Host | | CBL282-031-XX-A | RS-232 cable (DB9). Powered from +12 V DC adaptor. | | CBL282-036-XX-A | RS-232 cable (RJ45). Powered from Countertop (+12 V). | | CBL282-006-01-B | Cable, VX 820 Ethernet/RS232, Dongle 1.0 m | | CBL435-002-01-A | USB cable 2.65 m, connect to P400 to MOD10 port of V200c. | | CBL435-005-02-A | P400/P200 Ethernet and Mini-USB Dongle | | CBL435-044-01-C | Cable, P400/P200 USB/Ethernet/RS232, Dongle 1.0 m | ### Power Supply | Part Number | Description | | --------------- | ---------------------------- | | PWR435-001-01-A | DC power pack (US) | | PWR435-001-02-B | DC power pack (UK) | | PWR435-001-03-A | DC power pack (EU) | | PWR435-001-05-A | DC power pack (Brazil) | | PWR435-001-06-A | DC power pack (Australia) | | PWR435-001-07-A | DC power pack (South Africa) | ### Privacy Shield | Part Number | Description | | --------------- | -------------------------- | | PPL435-007-01-A | Standard privacy shield | | PPL435-013-01-A | Half-height privacy shield | ### Mounting Plate | Part Number | Description | | --------------- | ----------------------- | | PPL435-009-01-A | Optional mounting plate | ### Cleaning Kit | Part Number | Description | | ----------- | --------------------- | | 02746-01 | Verifone Cleaning Kit | ### Documentation | Document | VPN | | ---------------------------------------------------------- | --------------- | | P200 and P200 Plus Certifications and Regulations | DOC430-001-EN | | P200 Quick Installation Guide | DOC430-002-EN | | P200/P400 Reference Guide | DOC435-004-EN | | Engage Low-Profile Privacy Shield Quick Installation Guide | DOC000-020-EN-A | | Engage Standard Privacy Shield Quick Installation Guide | DOC000-020-01-A | | P200/P400 Mounting Adapter Quick Installation Guide | DOC435-007-EN-A | --- # 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/engage-devices/pxxx-series/p200/p200-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.