> 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/p400/p400-p400-plus-p400-dual-msr-installation-guide/service-and-support.md). # Service and Support The P400/P400 Plus/P400 Dual MSR 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 %} 1. Get the following information from the printed labels on the back of each P400/P400 Plus/P400 Dual MSR device to be returned: * Product ID, including the model and part number. For example, "P400/P400 Plus/P400 Dual MSR" and "M435-xxx-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-us](https://www.verifone.com/en-us/sales/us-contact-sales). * Address the Subject box to "Verifone MRA Dept." * Reference the model and part number in the Note box.

Each P400/P400 Plus/P400 Dual MSR 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.

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: * Detail the issue(s) with the P400/P400 Plus/P400 Dual MSR. * 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/P400 Plus/P400 Dual MSR 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/P400 Plus/P400 Dual MSR device). ## Decommissioning/Removal from Service The decommissioning procedure applies to P200 and P400/P400 Plus/P400 Dual MSR series PCI (Payment Card Industry) PTS (PIN Transaction Security) 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) 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 17: P400/P400 Plus/P400 Dual MSR 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 of 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. --- # 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/p400/p400-p400-plus-p400-dual-msr-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.