> For the complete documentation index, see [llms.txt](https://sandbox-docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://sandbox-docs.verifone.com/home/copy-of-payware-connect-onboarding/victa-mobile-installation-guide/5.-service-and-support.md).

# 5. Service & Support

{% hint style="info" %}
**NOTE:** The Victa Mobile does **not contain user-serviceable parts**. Do not attempt service, adjustments, or repairs unless expressly directed.
{% endhint %}

### Contact Information

| Region            | Contact                                          |
| ----------------- | ------------------------------------------------ |
| **USA**           | 1-800-837-4366, Monday–Friday, 8 AM–8 PM Eastern |
| **International** | Contact your local Verifone representative       |

***

### Returning a Device for Service

You must obtain a **Merchandise Return Authorization (MRA)** number before returning any device.

Each returned unit requires its own MRA number.

{% hint style="warning" %}
**CAUTION:** International customers should contact their local Verifone representative for service, return, or replacement assistance.
{% endhint %}

#### Step 1 — Gather device information

From the printed label on the back of each device, collect:

* **Product ID** — model and part number, such as `Victa Mobile`, `Mxxx-xxx-xx`, or `PTID xxxxxxxx`
* **Serial number** — `S/N nnn-nnn-nnn`

#### Step 2 — Obtain an MRA number

Choose one method:

* Call **1-800-Verifone** and select the MRA option from the automated menu. Service is available Monday–Friday, 8 AM–8 PM Eastern.
* Complete the **Inquiry Contact Form** at <https://www.verifone.com/en/us/contact-us>. Address the subject to `Verifone MRA Dept.` and reference the model and part number.

#### Step 3 — Complete the return

1. **Describe the problem** clearly.
2. **Provide the return shipping address** for the repaired or replacement unit.
3. **Keep records** of:
   * Assigned MRA number
   * Verifone serial number of the returned device
   * Shipping documentation and air bill numbers
   * Returned model number

{% hint style="info" %}
**NOTE:** Each Victa Mobile returned requires its **own MRA number**, even when you return multiple units of the same model.
{% endhint %}


---

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