> 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

Call Verifone Technical Support at [1-800-Verifone (800-837-4366)](tel:18008374366).

<details>

<summary>Keywords</summary>

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

</details>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.verifone.com/support-us/general-pinpad-support/general-pinpad-help/when-to-contact-helpdesk.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.