thread Re: Permanently Broken in Payments Troubleshooting

Permanently Broken

FLIERS — Sun, 21 Sep 2025 10:16:20 GMT

Might be a silly question but how could my reader just stop working and state that it is permanently broken if I was just using it?

Re: Permanently Broken

Seamus — Wed, 20 Nov 2019 23:04:23 GMT

Hey @FLIERS,

Thanks for getting in touch and sorry to hear about your reader!

There are various environmental factors that may contribute to a reader becoming "damaged" (eg heat, moisture, dust, dodgy power adapters) - this messaging appears on screen if our app detects the reader is in need of replacement. It could also just unfortunately be faulty. While we'd not be able to give an exact answer as to the cause in your instance, we are able to replace it for you under warranty at no cost.

As part of the warranty replacement process we'll email you a printable shipping label so you can send the old one back. We can then pass it onto our hardware engineering team, who look into faulty readers to determine the cause and improve the product long -term!

Re: Permanently Broken

Hamish13 — Tue, 27 Apr 2021 05:55:43 GMT

G’day ...thanks for letting us know what this ‘permanently broken message’ means ...be good to know though how/why it’s damaged, so we are more careful not to do the same thing to it again eg: not use a dodgy charger (like you mention) ...we just had our reader sitting in our cash box (not in a hot car) for a few days fully charged & then it suddenly won’t work at all!...it’s just out of its 12mnth warranty ...are we possibly able to still claim it under warranty ???

cheers

Re: Permanently Broken

Seamus — Wed, 28 Apr 2021 00:22:01 GMT

Hey @Hamish13,

Thanks for reaching out and welcome to the community 🙂

You should still be able to replace your reader under warranty, there's a bit of a grace period there so give it a go! Follow the instructions here for more 👍

I'm not sure what might have caused your particular issue unfortunately!

One piece of general advice I can offer is that if you're not going to be using the reader for a while give it a charge every month or so to keep the battery in good health - though leaving it a few days won't make a difference. It's possible it may have had a knock or bump, picked up some debris or moisture in the slot over time, or maybe it's just faulty.

Either way though, give that warranty claim a try and let me know if you have any issues!