If your Ingenico terminal will not turn on, displays Alert Irruption, or needs a repair, start here. We will help you check the issue and choose your next step.
For Ingenico terminals used with MyTime Pay in the United States.
1. Check what is happening
The terminal will not power on or the screen stays black
- Make sure the terminal's supplied power adapter is connected to a working outlet.
- Check that the external power cable connections are secure, including any connection through a base or connection cable.
- For a portable model, connect its supplied charger or place it on its powered charging base and allow it to charge. A fully depleted battery may need extra time before the terminal can turn on.
Still not turning on? Continue to the repair options below. Include the checks you tried when describing the issue.
The screen displays “Alert Irruption” or a tamper message
This means the terminal's security protection has activated and the device cannot process payments. It needs service.
Do not open the casing or attempt to bypass the message. Choose a repair, loaner, or replacement option below.
Seeing a different issue? Email processing@mytime.com with the terminal model, serial number, and a description of the problem so we can help determine whether a repair is needed.
2. Choose your next step
Need a terminal while yours is being repaired?
MyTime's $99 Loaner Terminal Program provides a temporary terminal and manages the repair return process, including prepaid shipping labels for the affected device, repaired terminal, and loaner return. Check availability and delivery timing before ordering.
View the loaner program (opens in a new tab)
Choosing the loaner program? MyTime will coordinate the RMA. You do not need to submit a separate direct-repair request below.
Request a repair through Ingenico
Use the form below to prepare your repair paperwork with MyTime's technical settings already filled in. You will download the completed SBOM and send it to Ingenico from your own email account. Ingenico will confirm warranty eligibility and any repair charges.
Prefer to purchase a replacement?
You can purchase a new terminal through the MyTime Hardware store.
3. Prepare and send your repair request
Have your terminal model, serial number, contact details, and return shipping address ready. The form fills in Ingenico's SBOM repair document for you.
Finding your serial number: Look for the white label on the back of your terminal. Find IPSN or SN on the label and enter the serial number beside it.
- Complete the form and download your SBOM PDF.
- On the final screen, select Open email app to prepare an email to Ingenico with MyTime copied. You can also copy and paste the email details into your email service.
- Attach the downloaded SBOM PDF and send the email. The email button fills in the recipients and message, but you must attach the PDF yourself.
The form does not send an email automatically. You review and send the request from your own email account.
Having trouble viewing the form? Open the repair form in a new tab .
Questions about your next step? Contact processing@mytime.com.
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