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.

If Verifone needs to get involved, Level 1 support escalates the issue to the Verifone Helpdesk.

How to contact the Helpdesk

Call Verifone Technical Support at 1-800-Verifone (800-837-4366).

Keywords

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