> 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/support-us/general-pinpad-support/general-pinpad-help/when-to-contact-helpdesk.md).

# When to Contact Helpdesk

Guidance on contacting the Verifone Helpdesk, including key information to provide to the agent.

## When should I contact the Helpdesk?

* **Single device issues:** contact the Helpdesk outlined in your contract — this may be Verifone.
* **Some transactions failing:** check your account type first; Verifone or your processor may need to help with a settings-related issue.
* **All transactions failing:** contact your Merchant Services Provider or Level 1 Helpdesk.
* **Connectivity problems on all devices:** contact your Internet Service Provider — this is likely internet-related. Your Level 1 Helpdesk or Verifone may also need to adjust network configuration.
* **Physical damage:** contact your outlined Helpdesk or point of contact for a device replacement — this may be Verifone Helpdesk.

{% hint style="info" %}
If Verifone needs to get involved, Level 1 support escalates the issue to the Verifone Helpdesk.
{% endhint %}

## How to contact the Helpdesk

*Not yet documented — needs SME input before publishing.*

<details>

<summary>Keywords</summary>

Also called: escalation criteria, when to call support, helpdesk contact guidance. Search terms: contact helpdesk, escalation.

</details>


---

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