What to expect once we’ve arranged a replacement terminal for you.
The timing, and the email
Expect it to arrive in about a week. We’ll email you before it ships with the new device’s serial number, MAC address and settings code, and the serial of the device it replaces.
Keep that email — you will need the settings code when you set the device up, and your IT team will need the MAC address if your network only allows known devices.
Keep using the old one until the new one is working
If the current terminal still works at all, keep using it until the replacement is set up and taking payments. Then send the old one back.
When it arrives, follow Set up a new terminal.
Return the old device within five business days of the replacement arriving. A return shipping label is in the box. That five-day window starts when the replacement arrives, not once it's set up — so the replacement is charged to your dealership if the old device isn’t back to us in time. Setting the new one up soon after it arrives is what keeps you ahead of that clock.
The new terminal gets a new name
A replacement does not keep the old terminal’s name. It gets its own, from its own serial number.
Worth knowing before someone goes looking for the old name and can’t find it. See Find your terminal’s name.
Related: Terminal trouble — start here · Set up a new terminal · Find your terminal’s name
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