> 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/ux412-installation-guide/service-and-support.md).

# Service and Support

The UX412 and UX402 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.\
\&#xNAN;*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 UX412 and UX402 device to be returned:
   * Product ID, including the model and part number. For example, "UX412 and UX402" and "M159-xxx-xxx-WWB" and "PTID xxxxxxxx."
   * 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.

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Each UX412 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.</p></div>
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 UX412.
   * 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 UX412 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 UX412 device).

<figure><img src="/files/gwgoAk3xHj6J5bMb4Fhw" alt="" width="563"><figcaption><p>Figure 11: Information Label of the Controller Unit</p></figcaption></figure>


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