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. How you replace it depends on whether the terminal is still under warranty, so check that first.
1️⃣ Check the Warranty Date
Before ordering anything, check the terminal's warranty end date in Adyen. On your terminal list click the ⚙️ wheel icon and add the Warranty End Date column. If you don't have access, email Level 2 support at [email protected] and they'll check it for you.
✅ In warranty: go to In-person payments → Orders and Returns → Create New → New Replacement or Return Order → New Request → Replace terminals, enter the serial number, add Terminal displaying Tampered error as the description and submit. You can skip steps 2 and 3 below.
❌ Out of warranty: continue with steps 2 and 3.
⚠️ Heads up on warranty claims: a valid warranty date doesn't guarantee Adyen will approve the replacement. Adyen's warranty doesn't cover damage from drops, water, improper use or non-approved accessories, and tampers caused by harsh cleaning products can fall into that bucket. If Adyen inspects the unit and doesn't find a covered defect, they can charge up to 50% of the terminal's list price for the investigation. If you know the tamper was caused by damage or cleaning, go the out-of-warranty route instead.
2️⃣ Order a New Terminal (Out of Warranty)
Order the new device in the Adyen Customer Area.
Log in to the Adyen Customer Area:
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" for this step.
Order the terminal as you normally would:
Select the correct country/region
Choose the required device model
Enter the shipping details
Complete the order.
3️⃣ Submit a Return Request (Out of Warranty)
After ordering the new 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
❗ Only select Return terminals here, since the new terminal was already ordered in the previous step. Replace terminals is only for in-warranty devices.
🟢 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.
⚠️ If the terminal was received in a Tampered state (it arrived this way rather than becoming tampered through use), indicate this clearly in your description, e.g. Terminal received in Tampered state. This allows Adyen to take this into account when processing the return.
Select Confirm and then Confirm Return.
🔴 If the Serial Number Is Not Found
If the terminal cannot be located using the serial number, the device cannot be returned to Adyen.
In this case, the terminal should be safely discarded.
📦 Return Shipping
If the return or replacement request is accepted:
The merchant will receive a return label and packaging
They will ship the terminal back using the provided materials
⚠️ Accessories should NOT be returned, including:
Power cables
Charging docks
Ethernet cables
Other accessories
These items should be disposed of locally.
🔁 If Tampers Are Happening More Regularly
If a merchant's terminals are going into tamper mode more frequently than expected, they may need to review their cleaning procedures. Certain cleaning products or methods can accidentally trigger a terminal's built-in security sensors.
Direct the merchant to Adyen's safe cleaning guidelines: Cleaning and sanitizing your POS terminal.
Important Reminder
A Tampered terminal cannot be repaired
In warranty: submit a replacement. Out of warranty: order a new device and return the faulty one.
The faulty device should be returned when possible
Getting the replacement in right away helps minimize downtime for the merchant.