When a Adyen payment terminal is lost or stolen

When a Adyen payment terminal is lost or stolen


When you discover that an Adyen payment terminal is lost or stolen, proceed as follows:

  1. Write an email with answers to the following questions:
    • What is the model and serial number of the missing terminal?
      If necessary you can determine the serial number through exclusion: you check the serial numbers of the terminals in your store against the terminals that your Customer Area lists.
    • 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?
  2. Send your email to our POS Support Team with terminals@adyen.com in CC.

Please see https://docs.adyen.com/point-of-sale/managing-terminals/security-inspection#lost-or-stolen for step by step instructions to follow when a device has been lost or stolen.

    • Related Articles

    • Adyen and iPad not communicating? - Confirm Terminal is Boarded

      Board the terminal - e355 Board the terminal only after successfully connecting the device to the internet, and performing a device security inspection 1- Connect payment terminal and iPad/iPhone to UNTUCKit WiFi. Tip: Your confirmation on either ...

    • Contacting Adyen Technical Support

      As for diagnosing an issue there are a few important things that the UNTUCKit team can do to ensure that the Adyen Support <possupport@adyen.com> can provide assistance as quickly and effectively as possible. Adyen is generally trying to figure out ...

    • Adyen E355 Terminal Best Practices

      Please ensure customers are fully inserting their card, and waiting for prompt on screen before sliding card out too quickly; if customers fail to do so, this can sometimes result in “Chip Reader Failure”   Please ensure terminal is always charged: ...

    • Adyen Payment terminal security inspection

    • Adyen/iOS communication fix (New to iOS 14)

      This guide is being provided to resolve a communication issue between the Adyen credit card terminal and the Associate app. This comes as a new feature to iOS 14 allowing end user to manage Local Network Access of Apps on an iOS device. Priority: ...