Service and Support

The P400 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).

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.

1. Get the following information from the printed labels on the back of each P400 device to be returned:

   • Product ID, including the model and part number. For example, "P400" 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. 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.

Each P400 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.

1. Describe the problem(s).
2. Provide the shipping address where the repaired or replacement unit must be returned.
3. Keep a record of the following items:

   • Detail the issue(s) with the P400.
   • 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 P400 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 P400 device).

Decommissioning/Removal from Service

The decommissioning procedure applies to P200 and P400 series PCI (Payment Card Industry) PTS (PIN Transaction Security) version 4.x POI-approved devices.

Failure to use this decommission procedure causes non-compliance to the PCI PTS POI Modular Security Requirements version 4.0 approval of the device.

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, are covered by the rear cable cover. You must remove the cable cover to access these screws.

   Screw #4 is covered by a tamper-evident security label. Push the screwdriver through this label to access the screw.

Figure 20: P400 Bottom

1. 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.
2. Reinsert all of the screws previously removed. Tighten each screw completely.
3. Insert the power cable and power up the device.
4. 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.