Support/
Get Help With In-Person Payments

Get Help with In-Person Payments

Merchants have access to support teams at both PayPal and Verifone, though resolution ownership depends on the nature of the issue.

  • For issues that are purely ecommerce (no in-store touchpoints), contact PayPal using the resources that follow.
  • For in-store issues, or those spanning both channels, you can reach out to either PayPal or Verifone. Support teams at either entity can help triage and route your case.

Start by getting help from your internal support or operations team, and reach out to PayPal or Verifone only after they've completed initial triage.

Before contacting Verifone or PayPal, use the Control Panel for In-Person Payments to look up key details such as Transaction ID, Order ID, Store ID, and Reader ID for the affected payment. This information will help support teams investigate and resolve your issue more quickly.

Get help from VerifoneAnchorIcon

Use this section when you need technical help with Verifone terminals, connectivity, or Verifone-side integrations.

Technical Support:

  • Phone: 1-800-VERIFONE
  • Hours: 24/7 availability
  • Website: verifone.com/support

What Verifone supports:

  • Terminal hardware issues
  • Device configuration
  • POS Cloud API integration
  • PSDK integration
  • Device provisioning
  • Firmware updates
  • POS connectivity issues
  • New store onboarding

What to have ready:

  • Terminal serial number for the affected device
  • Braintree Merchant Account IDs for the relevant stores
  • Gateway ID
  • Short description of the issue and business impact
  • Steps to reproduce (if applicable)
  • Screenshots or photos of any error messages (if available)

Get help from PayPalAnchorIcon

Use this section when you need help with transactions, settlements, reporting, or Braintree integrations.

For merchants with an account management team, you can reach out directly using the following roles, in addition to filing a ticket via the support webform:

  • Account Manager (AM): Primary contact for overall relationship, marketing/PR programs, ongoing product needs, and contract management.
  • Technical Account Manager (TAM): Primary contact for technical issues and questions.
  • Enterprise Servicing Manager (ESM): Primary contact for operational issue handling, operational questions, and non-urgent technical questions.

General technical support:

When submitting the form, select In-Person transactions under the Transactions category.

  • Hours: 24/7

What Braintree supports:

  • Transaction issues
  • Control panel access or usability issues
  • Settlement and funding questions
  • Dispute assistance
  • Reporting questions
  • Account configuration
  • Ecommerce API integration support

What to have ready:

  • Gateway ID
  • Merchant Account IDs (MAIDs)
  • Transaction ID (if applicable)
  • Order ID (if applicable)
  • Date and time of the issue (including timezone)
  • Screenshots of any error messages