> 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/victa/victa-countertop/victa-countertop-installation-guide/service-and-support.md).

# Service and Support

The Victa Countertop 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 contact your Verifone representative.

## Returning a Device for Service

The Victa Countertop does not contain user-serviceable parts. Before returning any unit to Verifone, you must obtain a Merchandise Return Authorization (MRA) number. Each unit being returned requires its own individual MRA number, even if multiple units share the same model.

{% hint style="warning" %}
Customers outside the United States should contact their local Verifone representative for return assistance. The procedure below applies to U.S. customers only.

*Les clients résidant hors des États-Unis doivent contacter leur représentant Verifone local pour obtenir de l'aide concernant les retours. La procédure ci-dessous s'applique uniquement aux clients résidant aux États-Unis.*
{% endhint %}

{% stepper %}
{% step %}

### Gather device information

Locate the printed label on the back of the Victa Countertop and record the following:

| Information   | Details                                                              |
| ------------- | -------------------------------------------------------------------- |
| Product ID    | Model name and part number (e.g., "Victa Countertop", "Mxxx-xxx-xx") |
| Terminal ID   | PTID xxxxxxxx                                                        |
| Serial Number | S/N nnn-nnn-nnn                                                      |
| {% endstep %} |                                                                      |

{% step %}

### Obtain an MRA number

Contact Verifone using one of the following methods:

* **Phone:** Call 1-800-Verifone (toll-free, U.S. only). Follow the automated prompts and select the MRA option. The MRA department is available Monday–Friday, 8 A.M. to 8 P.M. Eastern Time.
* **Online:** Complete the Inquiry Contact Form at <https://www.verifone.com/en/us/contact-us>. Address the Subject field to "Verifone MRA Dept." Reference the model, part number, and serial number in the message body.
  {% endstep %}

{% step %}

### Ship the device

* Pack the unit securely using the original shipping carton and materials where possible.
* Write the MRA number clearly on the outside of the carton.
* Describe the fault or problem on a note placed inside the package.
* Include the return shipping address where the repaired or replacement unit should be sent.
* Retain the MRA number, serial number, and shipping tracking (air bill) number for your records.
  {% endstep %}
  {% endstepper %}


---

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