Ingenico Customer Care: Getting Fast, Effective Support for Your Payment Terminals

How Ingenico Customer Care Is Organized

Ingenico provides support through a tiered model that involves the OEM (Ingenico), your payment provider/acquirer, and the reseller or payment service provider (PSP) that supplied the device. In most countries, first-line support is handled by the reseller or acquirer who loaded your payment application and handles settlement; Ingenico typically serves as second or third line for hardware, firmware, security components, and repairs. This separation matters because many transaction-related issues (authorizations, batch close, settlement recon) are owned by your acquirer rather than the terminal manufacturer.

To reach the right team quickly, start at ingenico.com and use the Contact or Support sections for your country or region. The site routes you to regional portals that list local phone numbers, hours of operation, and ticket portals. If your terminals were provisioned by an acquirer (for example, a bank contract), use the support number on your merchant welcome pack or the decal on the terminal cradle; those teams can engage Ingenico directly when a hardware or firmware escalation is required. This path usually avoids back-and-forth about application ownership and merchant IDs.

Scope of Support and Typical SLAs

Ingenico’s customer care scope generally covers device hardware (e.g., keypad, card readers, printer), device operating systems (Telium/TETRA on Desk/Move/Lane/Link; Android on AXIUM), device security components (keys, certificates, PCI-related modules), and manufacturer tools such as remote key injection (RKI), terminal management services (TMS), and OS/CA-pack updates. Your acquirer or PSP typically owns payment application behavior, host communications to the processor, and settlement/chargeback flows. When in doubt, open a ticket with whoever deployed your application; they will triage and forward to Ingenico if needed.

Service levels vary by contract, but common arrangements include 8×5 standard support and 24×7 for premium/severity-1 incidents. Typical response-time targets are 30–60 minutes for Sev1 (outage across multiple terminals or no-payments), 4 business hours for Sev2 (single-terminal outage in business hours), and next business day for Sev3/4 (how-to, cosmetic, or feature questions). Depot repair turnaround averages 5–10 business days from receipt, while advanced replacement (when contracted) ships within 24–48 hours. “Dead on Arrival” windows are often 14–30 calendar days from shipment, depending on region.

Information to Gather Before You Call

Having precise device and environment details shortens resolution time significantly. Capture the identifiers below before contacting support. If a terminal is down, a quick photo of the device model label and the on-screen error text is helpful.

• Model and variant: e.g., Desk/5000, Move/5000 3G, Lane/5000, Link/2500, or AXIUM DX8000/DX4000. Include any hardware revision printed on the label.
• Serial number (S/N) and terminal ID (TID) from the device label or receipts. If available, include merchant ID (MID) from your acquirer paperwork.
• OS and application versions: TETRA OS (e.g., 3.x.y) and payment app build. On AXIUM (Android), include Android version (e.g., 10 or 11) and app version code.
• Connectivity details: Ethernet/Wi‑Fi/4G; SSID; DHCP vs static IP; VLAN; outbound firewall rules; proxy configuration; and whether DNS is local or external.
• Time and frequency of failure, exact error messages, last successful transaction time, and whether multiple terminals/sitestores are affected.
• TMS/remote management status (last contact timestamp), and whether any updates were pushed within the last 24–72 hours.
• Merchant environment changes just before the issue: router swap, Wi‑Fi password rotation, firewall policy updates, moved store, or new ISP.

If you do not have access to device supervisor menus for version details (common in managed estates), ask your acquirer/PSP to retrieve them from their TMS. Avoid sharing any cryptographic keys or passwords over email; reputable support workflows will never request live key material.

Common Issues and Quick Fixes

Many incidents can be cleared with a small set of checks that do not require administrative access. These steps are safe and reversible. If your estate is centrally managed, tell your help desk before changing network settings to ensure compliance with corporate policy.

• Power and reboot: For Desk/Move/Lane devices, a 10–15 second long-press on the power key forces a clean reboot; allow 60–90 seconds for TETRA to restart. Replace or reseat power bricks and cables; low-voltage rails commonly cause random freezes and printer faults.
• Date/time and certificates: TLS failures often stem from incorrect device time or an outdated CA certificate pack. Ensure the terminal’s time syncs (NTP via DHCP option or TMS). Ask your provider to push the latest CA pack; expired roots will block host/TMS connections.
• Network reachability: Confirm the terminal gets an IP, DNS, and default gateway. From your router/firewall, ensure outbound TCP 443 is open to your PSP/acquirer hosts and TMS endpoints; some legacy setups also use 8443 or custom ports—verify with your provider.
• Wi‑Fi specifics: Disable captive portals and client isolation on the SSID used by terminals. Lock 2.4 GHz channels 1/6/11 if interference is suspected. For WPA2‑Enterprise (EAP), certificate trust and time accuracy are critical.
• 4G/Cellular: Check SIM seating, APN, and signal strength. If the device roams, allow 1–2 minutes after boot for network registration. Test with a known-good SIM if available.
• Printer and cards: For thermal printers (Desk/Move), install paper with the thermal side facing correctly; clean the print head with isopropyl alcohol. For chip/NFC issues, gently clean the reader with approved card reader wipes.

If the terminal remains offline after these checks, capture the exact step where connectivity fails (e.g., during “Initialising,” “Connecting,” or “TLS handshake”) and escalate with logs/screenshots to your provider. Avoid repeated factory resets; they can remove injected keys and will lengthen recovery time.

Repairs, Warranty, and RMA Logistics

Standard manufacturer warranty terms in many regions are 12 months on hardware from shipment, with options to extend to 24–36 months via care packs or maintenance contracts. Warranty covers manufacturing defects (e.g., keypad failures, card reader faults, mainboard issues) but generally excludes damage from liquids, physical impact, or unauthorized repair. Always include proof of purchase or deployment date when requesting warranty service.

Typical flows are depot repair (you ship the device to an authorized center) or advanced exchange (a replacement is shipped first, then you return the faulty unit). Depot repair averages 5–10 business days door‑to‑door; advanced exchange often restores service within 1–2 business days but requires an active service plan. Expect to provide the serial number and a clear fault description. If a device is under encryption, the RMA center will follow secure handling and wipe procedures; do not send any PIN pads with visible tamper conditions—contact support for instructions.

Costs vary by region and contract. As a planning guideline, out‑of‑warranty depot repairs for common issues (printer, battery cover, non-PCI components) often land in the low hundreds of your local currency, while mainboard or card reader replacements are higher. Shipping is usually billable unless covered by a care plan. Always obtain an RMA number before shipping and include it on the package to avoid delays.

Security, Compliance, and Data Handling

Ingenico devices are designed to meet PCI requirements, but operational compliance is shared. PCI DSS v4.0 was released in 2022, with most “future-dated” requirements becoming effective on 31 March 2025. If your environment is moving to DSS v4.0, align terminal configurations now: enforce TLS 1.2+ for host and TMS connections, maintain current CA packs, and ensure time synchronization and anti‑tamper monitoring are active. For AXIUM (Android), keep OS security patches current via your managed update channel.

Never share key injection details, key check values (KCVs), or key components via email or chat. For estates using Remote Key Injection (RKI), ensure the chain of custody is documented and that devices are enrolled with the correct estate IDs before deployment. If a device shows a tamper alarm or reboots with a “Security” message, remove it from service immediately and contact your provider for a secure return procedure.

For incident forensics, request device logs through your provider’s TMS rather than extracting anything directly from the terminal unless instructed. This protects keys and reduces the risk of non-compliant handling. If you must document a failure, photos of the display and a copy of the last printed receipt are both low-risk and highly useful.

Escalation Paths and When to Involve Your Acquirer

Involve your acquirer or PSP early whenever transactions are approved/declined inconsistently, settlements are missing, or host communications fail after the network is verified. They control the payment application configuration, host endpoints, and parameter downloads (AIDs, CAPKs for EMV, contactless kernels), and can confirm if there is a processor-side incident, certificate rotation, or parameter push in progress that impacts your terminals.

Escalate directly to Ingenico (usually through your provider) when you see persistent device-level symptoms: repeated tamper alerts without physical cause, readers failing L2/L3 test cards, OS boot loops, printers not feeding despite power, or when a fleet-wide TETRA/AXIUM firmware or CA-pack update is required. Provide serial number ranges and store locations; patterns (same batch, same firmware) speed root cause analysis.

If a sev‑1 outage affects multiple stores, ask for a bridge call that includes your network team, the acquirer/PSP, and Ingenico support. Set clear targets: triage within 30–60 minutes, mitigation within 4 hours, and a plan for permanent fix and fleet rollout. Request a post‑incident report including timeline, scope, fix versions, and prevention steps so you can close the loop with auditors.

Finding the Right Contact

Use the regional pages at ingenico.com to locate the correct support entry point for your country. The Contact section lists current phone numbers, hours, and (where available) customer portals for ticketing and RMA requests. If your terminal was supplied under a bank or PSP contract, the phone number on your merchant agreement or the sticker on the terminal base is the fastest route—those teams can confirm your merchant profile, parameter set, and escalate to Ingenico when appropriate.

Keep a simple runbook at each site: where to find TIDs/MIDs, how to capture on-screen errors, how to reboot, and who to call for each category (network, payments, hardware). With a few data points ready, most Ingenico customer care interactions move from problem report to actionable next steps in a single call.