Payment Terminal Security Inspection

The integrity of payment terminals is crucial, because they process sensitive card data.   Regularly inspect your payment terminal to ensure it is secure.

Delivery Inspection

Regular Inspection

Awareness of suspicious activity

When a terminal is lost or stolen

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Delivery Inspection

Because payment terminals process sensitive card data, you must verify that the terminal you received is the correct one, and hasn't been tampered with.

1. Verify that the box containing the terminal hasn't been opened and that the security seal is intact.
   The security seal is a red label with a bar code and a number, stuck across the lid of the box.

2. Then:

   • Verify that the serial number (S/N) on the box is the same as listed in your email "Your terminal has shipped".

   • Verify that the security seal number on the box is the same as listed in your email "Your terminal has shipped".

   • Using the track & trace link, track the order with the carrier to verify that they confirm having delivered the payment terminal.

3. Break the security seal, take the terminal out of the box, and verify that the serial number (S/N) on the terminal is the same as listed in your email "Your terminal has shipped".

4. Inspect the terminal for tampering. Check for missing seals or screws, additional wires or labels, holes in the device, and anything inserted in or attached to any part of the terminal.

If any of the above checks fail, contact your Support Team immediately.

The following illustration shows an intact security seal.

After peeling off the seal, the residue left behind on the box as well as the seal itself will show the text 'OPEN VOID'.

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Regular Inspection

Carry out the following checks regularly. We recommend you do these checks every week.

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Visual inspection

When the display of the payment terminal shows the word 'TAMPER' or 'TAMPERED', stop using the device and contact your Support Team immediately.

• Verify the payment terminal is the same as shown in our documentation, in the user manual specific for the payment terminal model.

• After the payment terminal has started up, verify the processor logo or your company logo appears on the terminal display.

• Verify no cameras or skimming equipment are attached to the payment terminal. Check for anything inserted in or attached to the card reader, ports, display, or keypad.

Device integrity inspection

• Verify the payment terminal isn't physically damaged. Check for missing seals or screws, holes in the device, and added wires or labels.

• Check your camera footage for suspicious activities around the payment terminal.

• Verify that store staff and camera footage cannot see the customers' PINs when they enter this on a payment terminal.

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Awareness of suspicious activity

• Verify the identity of any third-party persons claiming to be repair or maintenance personnel, before granting them access to modify or troubleshoot payment terminals.

• Always be aware of suspicious behavior around payment terminals. For example, attempts by unknown persons to disconnect or open devices.

• Always report suspicious behavior to your Support Team.  

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When a terminal is lost or stolen

When you discover that a payment terminal is lost or stolen a report form will need to be submitted.   If a replacement device is needed, this can be ordered at the same time, using the same form.

1.  Contact your Support Team to report a Lost or Stolen Terminal and be prepared to provide the following.

• What is the model and serial number of the missing terminal?

• If necessary you can determine the serial number through exclusion: you can check the serial numbers of the terminals in your store against the terminals reflected in your account.

• Where was the terminal lost or stolen?

• How did this happen?

• How did you discover the terminal was missing?

• Was the terminal in active use, or was it still in its packaging with intact security seals?

• If you suspect theft, did you file a police report?

• If yes, attach the police report to the email.

• If no, file a police report and send it to us as soon as possible.

• What actions have you taken to prevent this from happening again?

• Who is filing the report

• Full Name - name of the person filing the lost/stolen report

• Email Address - address where all communications are to be sent as they relate to the report or device replacement.

• Phone Number - number where we can contact you with any questions.

• Company Name - name of your company

• Company ID, if known - ID provided to you when your account was setup.

• If a replacement terminal is needed

• Country in which the terminal was used.

• Product Model option - this should be the same as the terminal that was lost/stolen.

• Quantity - number of terminals needed for each model lost/stolen

• Contact Name - name of recipient of the terminal.

• Contact Phone - number where we can reach the contact regarding delivery 

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