Submit a warranty claimPublic preview

Stripe readers have a one year warranty period, which starts when the device is shipped. The warranty covers defective materials and faulty workmanship in a Terminal product. You can submit a warranty claim in the Stripe Dashboard if any of your readers experience issues. Before you submit a claim, contact Stripe support first to try and debug the issue.

Submitting a claim

To submit a warranty claim:

1. In the Stripe Dashboard, go to the Readers page and click the overflow menu ().
2. Click Start warranty claims to begin the process.
3. Enter the serial number (or multiple serial numbers separated by a comma) of the readers to be replaced.
4. Stripe checks the warranty status of the reader. If the reader’s under warranty, you’re prompted to edit the new warranty claim. If the reader’s not under warranty, the reader can’t be replaced.
5. Select the pencil icon () to enter required information about each defective reader.
   • Select a reason and sub-reason for the warranty claim.
   • Upload images. Supported file formats are: PNG, JPG, GIF, TIFF, PDF, and ZIP. To upload videos, compress the video into a ZIP file.
   • Provide a written description or troubleshooting steps (required) that support this warranty claim.
6. When all claim items are ready, click Submit.
7. Enter other required information in the form. Stripe sends email notifications to the email address in the form. For each warranty claim, replacements are only sent to a single location. If you need replacement readers sent to multiple locations, submit multiple warranty claims.

After submitting

After you submit the claim, Stripe’s Support team reviews it within 48 business hours. If the Support team needs additional information, they’ll reach out to the contact who submitted the claim.

After the claim is approved, you receive an email notification with details about the replacement and a return label, if Stripe requires the defective reader to be sent back.

Claims status

To check the status of warranty claims:

1. In the Stripe Dashboard, go to the Readers page.
2. Click the overflow menu ().
3. Click Manage warranty claims.