For General Support Issues

Please get in touch with the Braintree Help Desk to submit a support ticket, select "In-Person Payment Support" when selecting your issue in the drop-down menu. We also recommend that you notify your assigned Customer Success Manager as they can help route the request to the appropriate support team within PayPal.

What information should you provide?

When reaching out to the PayPal support team regarding an issue with your hardware or integration it is important that you gather the right information so that our support teams can effectively troubleshoot and help remedy. See below examples of the information needed to troubleshoot various types of issues. Not every problem is the same so please determine what is relevant according to the issue you are experiencing. Please provide a detailed description of the issue in the "Issue details" field.

For Hardware Issues:

• Serial # of the card reader experiencing issues

• Detailed description of what is happening on the reader

• Pictures or videos of the reader experiencing the issue

• Outlined steps to reproduce the issue (if possible)

• Verifone model # (ie. P400 or E285)

• The network setup of the device (ie. ethernet or WiFi connectivity)

• Sandbox or Production environment?

For Software / API Integration Issues:

• requestId of the API request being used when the issue occurs

• Timestamp of when the request was sent

• Raw API request/response (if available)

• Detailed description of the issue, what is happening on the reader, and what is happening with the API interaction

• Screenshots of the API error or picture of the error on the card reader screen (if applicable)

• Outlined steps to reproduce the issue (if possible)

• The gateway ID (public ID) of your Braintree Account

• Sandbox or Production environment?

For Issues with your Sandbox Environment

Please reach out to your PayPal/Braintree integration team for troubleshooting and feel free to use the general support request process.

For Issues with your Production Hardware

First, please reach out to your internal IT help desk and the Braintree Help Desk, if urgent you may escalate to the PayPal/Braintree hardware support team as needed at eis-hw-support@paypal.com, when using this escalation path please provide your support ticket number. This email address can be used for:

• Production card reader hardware replacement requests

• Production card reader hardware troubleshooting

For Ordering new Hardware

Contact the Braintree Help Desk and submit a support ticket. Make sure to select "Order New Hardware" when selecting your issue in the drop-down menu to ensure the right team receives the request.

For Help with Onboarding

Contact the Braintree Help Desk and submit a support ticket. Make sure to select "In-Person Merchant Onboarding" when selecting your issue in the drop-down menu to ensure the right team receives the request.