How to Report a lost or stolen terminal

When a terminal is lost or stolen

When you discover that a payment terminal is lost or stolen contact your support team immediately.   If a replacement device is needed, this can be requested at the same time from your support team.

You will need to provide the following information when contacting the support team.

• 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