How does the terminal replacement service work?

Request a replacement

With the Terminal Replacement Service (TRS) you can have a free replacement of defect terminals without waiting for the terminals to be repaired.

To request the replacement:

  1. Log in to your Customer Area.
  2. Go to In-person payments > Orders and returns.
  3. Go to New sales order and follow the instructions to choose and order the terminal you wish.

As soon as we receive your request, we’ll process and transfer a replacement terminal within 1 business day, with the same or equivalent model offering and the same functionalities.


  • The TRS covers only defect payment terminals. Other pieces of hardware such as accessories, base stations, cables aren’t covered by TRS.
  • TRS can only be activated on Company level, not under Merchant Account. However, it’s possible to have it billed on the Merchant Account level.
  • TRS can be configured by terminal model, meaning you can decide to benefit from TRS for only selected model(s) of terminals and exclude other model(s) from its coverage.
  • New terminals are automatically included in the TRS coverage as long as they fit in the TRS application details described in the contract.
  • We support replacement for terminal models as long as the PCI certificates are still in order.

Learn more

Find more details on this topic.

Go to Adyen website
The illustration of support agent wearing a headset.

Do you need additional help?

Contact our support team

Send us the details of your issue by adding images or screenshots.

Submit a request