CUSTOMER SUPPORT

Repair &
Maintenance

Equinox is committed to providing a high-level of service and support to our customers. Our Equinox Repair Team provides all repair services and ensures that only approved hardware, software and associated components are used prior to shipment.

To submit a Luxe terminal repair request, please enter the required information in the form below. To request repair for a terminal model other than Luxe, please contact the Equinox Repair Team at
rmarequests@equinoxpayments.com.

"*" indicates required fields

Enter Product Information:

How many Luxe terminals is this request for?*

1: Enter Serial Number*

Reported Symptom:*

Please comment below with any additional information or a problem that is not listed above.

2: Enter Serial Number*

Reported Symptom:*

Please comment below with any additional information or a problem that is not listed above.

3: Enter Serial Number

Reported Symptom:

Please comment below with any additional information or a problem that is not listed above.

Luxe Software Version

Is there a Software Component Bundle part number associated with this terminal(s)?*

Yes

Software Component Bundle*

Please provide the appropriate information below that pertains to the terminal(s) for this request.

Enter the part numbers or version numbers for the listed software components to be loaded to the terminal(s) after the repair is complete.

Desktop

Payment Engine

Platform/OS

Identity Pack

HUB Client

Injected Keys

Do Debit or Point to Point Encryption Keys need to be injected to the terminal(s)?*

Yes

1: Injected Keys

2: Injected Keys

3: Injected Keys

Attachments

Upload Purchase Order

Drop files here or

Max. file size: 64 MB.

Upload Supplemental Attachments

Drop files here or

Max. file size: 64 MB.

Enter Company Information:

Organization Name*

Name*

Email*

Phone*

Return Shipping Address:

Address*

Street Address Address Line 2 City State / Province / Region ZIP / Postal Code Country

Billing Contact Information

Organization Name*

Name*

Email*

Phone*

Address*

Street Address Address Line 2 City State / Province / Region ZIP / Postal Code Country

Shipment Details

Select the return shipping method. Equinox ships via FedEx 3 day with expedited shipping available at additional cost. If you prefer to use your own carrier, provide the carrier name, account number and service level.

Enter Purchase Order Number

Shipping Option*

Carrier Name*

Shipping Account number*

Service Level*

Enter Repair Authorization Contact Information:

The authorization contact is the person within the customer’s organization to approve the repair if it is not covered by the warranty.

Name*

Email*

Phone*

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Repair & Maintenance

Enter Product Information:

Luxe Software Version

Please provide the appropriate information below that pertains to the terminal(s) for this request.

Injected Keys

Attachments

Enter Company Information:

Return Shipping Address:

Billing Contact Information

Shipment Details

Enter Repair Authorization Contact Information:

About Us

INSIGHTS

Products

Markets

Programs

Repair &
Maintenance