🆕 Coming soon (updated July 2026): Adyen is adding two new terminals — the S1E4 Pro (rugged mobile terminal) and S1F4 Pro (portable with built-in printer). The S1F4 Pro live pilot begins the week of August 24, 2026, with General Availability depending on the pilot (best case ~6 weeks after); the S1E4 Pro won't be available until 2027. See the overview articles to get familiar with specs and availability.
🔁 How to Return or Replace an Adyen Terminal (Valpay Partners)
If your Adyen terminal is faulty, how you handle it depends on whether it's still under warranty. If it's in warranty you can submit an actual replacement in the Adyen Customer Area and Adyen sends a new device, no separate sales order needed. If it's out of warranty the replacement has to be done as two separate transactions, a return order for the faulty terminal and a new sales order for the replacement.
Adyen will provide return packaging and shipping instructions, and cover the return cost using their designated courier.
🔧 Before You Submit a Return
Please follow the steps in our Terminal Troubleshooting guide under Tech & Troubleshooting before submitting a return request. This resolves approximately 80% of terminal-related issues.
If the problem persists after troubleshooting, proceed with the steps below.
❗ Check the Warranty Date First
Before you submit anything, check the terminal's warranty end date. If you have access to Adyen you can see it in your terminal list by clicking the ⚙️ wheel icon and adding the Warranty End Date column. If you don't have access, or you're not sure what you're looking at, email Level 2 support at [email protected] and they'll check it for you. See Adyen Terminal Warranty & Replacement Coverage for more on what the warranty covers.
✅ In warranty: submit a replacement request (steps below). Don't place a separate sales order, Adyen ships the new terminal as part of the replacement.
❌ Out of warranty: submit a return order for the faulty terminal and place a separate sales order for a new one.
🔁 How to Submit an In-Warranty Replacement
1. Find the Terminal Serial Number
• Located on the underside of the device or in the terminal's Device Info screen.
2. Log in to your Adyen Customer Area and switch to the right merchant account if you have more than one.
3. Navigate to In-person payments > Orders and returns
4. Click Create new, then New replacement or return order
5. Click New Request
6. Select Replace terminals
7. Enter the serial number and fill in the issue details
8. Confirm the shipping details, review the summary and click Submit request
📦 How to Submit a Terminal Return (Out of Warranty)
1. Find the Terminal Serial Number
• Located on the underside of the device or in the terminal's Device Info screen.
2. Log in to your Adyen Customer Area
3. Switch to the appropriate merchant account (if multiple accounts exist)
4. Navigate to:
In-person payments > Orders and returns > New return/replacement order
5. Click New Request
6. Choose the option to Return terminals
7. Enter terminal details:
• Serial number
• Issue category
• Optional description of the problem
• Add additional terminals if needed
8. Click Continue to shipping details
• Choose or enter a shipping address
• Add a Purchase Order (PO) number if applicable
9. Click Continue to summary to review
10. Click Submit request
11. Place a separate sales order for the new terminal
✅ After Submitting
• You'll receive confirmation and tracking updates via email.
• Monitor progress in:
Customer Area > Orders and returns
📌 Additional Notes
• Out-of-warranty replacement = Separate sales order
If the terminal's out of warranty, always place a separate sales order for the new device. In-warranty terminals don't need one.
• Power cable replacements
Email [email protected] to request a replacement power cable.
• Accessories (frames, charging bases, cords, etc.) Cannot be returned. Please dispose of these items.
• To order new accessories (excluding power cables), place a sales order in Adyen.
• Merchant returns a working terminal — do NOT submit a return to Adyen
Valpay does not take equipment back from partners. If a merchant returns a working terminal, partners have two options:
1. Reassign the terminal to your own partner account inventory (e.g., Bridge_Payments) so it can be redeployed to a new store when needed. This is the preferred approach — partners are encouraged to refurbish and redeploy terminals rather than returning them.
2. Submit a support ticket to [email protected] if you need Valpay to move the terminal to the Valpay company inventory on your behalf.
Per Adyen, terminals are only removed from inventory if they are physically returned to Adyen's warehouse or reported as lost/stolen.