What should I do if a customer claims that the terminal is turned off and cannot be turned on?

First, ask the client to plug in the device for at least 30 minutes and confirm that there’s an indication on the display showing it’s charging.

• If there is no charging indication, the issue may be with the cable. Advise the client to try using another USB-C cable, such as a mobile phone charging cable, if available.
• In case there is a charging indication, advise the client to wait for the device to charge fully and then try turning it on again.

Once the device is fully charged, instruct the client to hold the power button for at least 5 seconds. If the device still does not turn on, please contact us at partners.portal@icard.com so that we can provide you with additional guidance. 

If we are unable to identify the issue remotely, the device will need to be returned to us for inspection by our technical team. It’s important to advise the client that they should not open or attempt repairs, as this will be considered damage caused by the client.

In case the device needs to be returned, you can provide the client with a temporary device so they can continue accepting card payments. You will simply have to send us the serial number of the temporary device so we can link it to the merchant’s account.

Once we inspect the device, there are two possible outcomes:

• If we manage to repair it, we will return it to you, and you can hand it back to the merchant. Please inform us once you do so we can deactivate the temporary device.
• If the device cannot be repaired, we will reimburse the amount for the defective terminal.