Terminal

If a merchant reports that their payment terminal displays “Tampered”, the device has triggered its internal security protection and cannot be repaired or reset.

The terminal must be replaced immediately, and the faulty device should be returned to Adyen (when possible).

Follow the steps below to order a replacement and process the return.

1️⃣ Order a Replacement Terminal

First, order the replacement device in the Adyen Customer Area.

Log in to the Adyen Customer Area:
https://authn-live.adyen.com/authn/ui/login
Confirm you are under the correct Merchant Account (top left corner).
⚠️ Some partners have multiple merchant accounts. Make sure you select the merchant account the application was submitted under.
In the left navigation menu, go to:
In-person payments → Orders and Returns
In the top right corner, select Create New.
Select New Order
❗ Do NOT select “New Replacement or Return Order.”
Order the replacement terminal as you normally would:
- Select the correct country/region
- Choose the required device model
- Enter the shipping details
Complete the order.

2️⃣ Submit a Return Request for the Tampered Device

After ordering the replacement terminal, submit a return request for the faulty device.

Return to In-person payments → Orders and Returns
Select Create New
This time choose New Replacement or Return Order
You will see several options.
In the upper right corner, select New Request
On the How can we help? page, select:
Return terminals

❗ Do NOT select Replace terminals.

Valpay does not use Adyen’s Terminal Replacement Service (TRS).

The terminal replacement was already ordered in the previous step.

🟢 When the Serial Number Is Found

On the Which devices do you want to return? page, enter the terminal serial number.
If the serial number is found, a device details box will appear.
Complete the section:
“What seems to be the problem?”
Enter a short description such as:
Terminal displaying Tampered error.
Select Confirm and then Confirm Return.