> 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/ux1-3-4xx-series/ux4xx/ux400-installation-guide/service-and-support.md).

# Service and Support

For UX400 problems, contact your local Verifone representative or service provider.

For device product service and repair information:

* USA – Verifone Service and Support Group, 1-800-834-4366, Monday - Friday, 8 A.M. - 8 P.M., eastern time.
* International – Contact your Verifone representative.

## Service Returns

Before returning the CTLS reader to Verifone, you must obtain a Merchandise Return Authorization (MRA) number. The following procedure describes how to return one or more CTLS units for repair or replacement (U.S. customers only).

{% hint style="info" %}
International customers, please contact your local Verifone representative for assistance with your service, return, or replacement.
{% endhint %}

1. Gather the following information from the printed labels (see Figure 6) on the bottom of each unit to be returned:
   * Product ID, including the model and part number. For example, "M159-400-xx-WWB" and "PTID xxxxxxxx."
   * Serial number (S/N xxx-xxx-xxx).
2. Within the United States, call Verifone toll-free at 1-800-834-4366.
3. Select the MRA option from the automated message. The MRA department is open Monday - Friday, 8 A.M. - 8 P.M., eastern time.
4. Give the MRA representative the information gathered in Step 1.

   If the list of serial numbers is long, you can fax the list, along with the information gathered in Step 1, to the MRA department at 1-727-953-4172 (U.S.).

   * Please address the fax clearly to the attention of the "Verifone MRA Dept."
   * Include a telephone number where you can be reached and your fax number.
   * You will be issued MRA number(s) and the fax will be returned to you.

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>One MRA number must be issued for each unit you return to Verifone, even if you are returning several of the same model.</p></div>
5. Describe the problem(s) and provide the shipping address where the repaired or replacement unit must be returned.
6. Keep a record of the following items:
   * Assigned MRA number(s).
   * Verifone serial number assigned to the unit you are returning for service or repair (serial numbers are located on the bottom of the unit, see Figure 6).
   * Shipping documentation, such as air bill numbers used to trace the shipment.
   * Model(s) returned (model numbers are located on the Verifone label on the bottom of the unit).

<figure><img src="/files/tYX09TuLYC3jFdv8j02j" alt="" width="563"><figcaption><p>Figure 6: Information Labels on Unit Bottom</p></figcaption></figure>

## Accessories and Documentation

Verifone produces accessories and documentation for the contactless reader. When ordering, please refer to the part number in the left column.

Verifone Online Store at [www.store.verifone.com](https://www.store.verifone.com/)

* USA – Verifone Customer Development Center, 1-800-834-4366, Monday - Friday, 7 A.M. - 8 P.M., eastern time
* International – Contact your Verifone representative

### Cables

The following cables can be used with the CTLS unit. Contact your local Verifone distributor to determine which cable fits your needs:

| Part Number     | Description                                                     |
| --------------- | --------------------------------------------------------------- |
| CBL159-301-01-A | RJ-45 8-pin connector. UX400 to UX300 host communication cable. |
| CBL159-302-01-A | SMA connector. RF coaxial cable connector from UX400 to UX300.  |

Various others, depending on what they connect to. Contact your local Verifone representative or service provider to identify the best cable for your needs.

### Cleaning Kit

| Part Number | Description           |
| ----------- | --------------------- |
| 02746       | Verifone Cleaning Kit |

### Documentation

| VPN           | Document                                      |
| ------------- | --------------------------------------------- |
| DOC159-031-EN | UX400 Certifications and Regulations Sheet    |
| DOC159-032-EN | UX400 Quick Installation Guide                |
| DOC159-021-EN | UX300 Certifications and Regulations Sheet    |
| DOC159-022-EN | UX300 Quick Installation Guide                |
| DOC159-023-EN | UX300 Installation Guide                      |
| DOC159-052-EN | UX300 Cable Retainer Quick Installation Guide |


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