Before initiating your request for a replacement terminal, please review the steps in the Stripe Troubleshooting article. In order for the Walla support team to submit a request for a replacement terminal, Stripe requires specific information and troubleshooting steps to be completed in order to submit a request for a replacement.
Review and complete the relevant steps in the article Stripe Terminal Troubleshooting
Once you review the steps in the article and complete the relevant troubleshooting steps, and you are still unable to complete a transaction, copy and paste the below questions with answers into an email or chat, and send the details over to support.
The title of your message or email: Stripe Terminal Replacement Request
Is your terminal connected to the same wifi as the device you are using for Walla?
Is your wifi network not password protected?
Is your terminals software up to date?
Did you update your computer’s DNS settings?
Is your router iPv4? iPv6 routers are not supported at this time.
Are you charging the terminal overnight?
If your issue is related to your terminal keeping a charge:
How long does your terminal keep a charge for after charging the terminal overnight?
The terminal’s serial number (The serial number is listed on a sticker on the back of the reader. It begins with “WSC” and is printed on the second line of text -- the line beginning “S/N”):
The address you would like the replacement terminal sent to:After sending the above information to support, the support team will reach out to Stripe and submit the details you provided. Stripe will review the details and if their specialist team determines a replacement reader is necessary, they will send the Walla support team a return label for the defective reader.
Please allow 5 business days for the Stripe specialist team to approve the terminal replacement and for Walla Support to send a return label.Walla Support will send you an email to confirm the terminal replacement has been submitted and will reply to the email with a return label for the defective reader.
Use the return label to send back the defective terminal.
Follow the steps in the Stripe Terminal Setup Steps article to set up your new replacement terminal.
FAQ
How long does it take to get a replacement terminal?
Please allow at least 10 business days from the day Walla Support sends a return label for the replacement terminal to arrive.
Do I have to pay for a replacement terminal?
Your terminal is covered by a warranty up to one year after purchasing the Stripe terminal. If you need a replacement terminal and more than one year has passed since you purchased the terminal then you must pay for your replacement terminal. If it has been less than a year since the terminal was purchased, in order to receive a new terminal from Stripe you will need to send the defective reader to Stripe first using the return label provided by Walla support.
What do I do once I get my replacement terminal?
Once you get your replacement terminal you will need to complete the setup steps here.
How do I find the serial number for a Stripe terminal?
The serial number is listed on a sticker on the back of the reader. It begins with “WSC” and is printed on the second line of text -- the line beginning “S/N”.