Returning and replacing a payment terminal

If you have problems with a payment terminal, contact Vista to troubleshoot the issue or to return and replace it.

We'll coordinate with our payments partner Adyen, who will send you packaging and instructions to return the faulty terminal. If you request a replacement terminal, Adyen will send it at the same time. Make sure you board the new terminal so it's connected to your store. 

Important! When the replacement terminal arrives, inspect it thoroughly: check for missing screws, additional wires or labels, holes in the device, and anything inserted in or attached to the terminal.

Contact Vista if you think something is wrong with the replacement terminal you received.

Before you begin

• Make sure you only return the terminal. Don't return any accessories (cable, base station, dongle).
• You need the serial number of the terminal you're returning. Find it on the underside of the terminal or in the Device info screen.

Tip: A terminal serial number looks like this: S/N:123-456-789

Steps

1. Open the box, where you'll find a sealable bag, a return label, and instructions.
2. Verify the serial number on the terminal you're returning matches the serial number on the back of the instructions.
3. Pack the faulty terminal in the provided bag.
4. Close the bag and put it in the box. If you received multiple boxes, put a maximum of 20 terminals in each box.
5. Making sure it covers the original shipping label, stick the adhesive return label on the outside of the box. If the package contains a commercial invoice, put it in the adhesive box where the original invoice was.
6. Choose one of the shipping options listed on the instructions to return your parcel.

See also:

• Boarding a terminal for Vista Payments