If you think your device has been opened, modified, or interfered with, here's what to check and how to get help.
What you need to know in advance
- This article covers the Mollie Tap Terminal hardware.
- If you are using a Mobile or Fixed PAX terminal, please refer to this article.
- If you're using Tap to Pay on your own phone, please refer to Apple's Personal Safety User Guide or Google's Safety Center for relevant instructions f you notice unusual activity on your own device.
Regardless of the device or the app you use, always report those events to us by contacting our Support teams. We can help you assess the situation and take the right next steps to protect your business and your customers data.
Signs your Tap Terminal may have been tampered with
- Visible damage to the casing, for example signs it's been opened, pried apart, or has missing screws or seals.
- The device behaving unexpectedly, for example apps you didn't install appearing, settings changing on their own, or the device restarting repeatedly for no clear reason.
- Payments appearing on your account that you don't recognise.
What to do next
- Stop using the device for payments straight away.
- Don't attempt to open, reset, or repair the device yourself.
- Contact Mollie support with your device's serial number, a description of what you noticed, and when you first noticed it.
- If you've spotted payments you don't recognise, mention these specifically. This helps us investigate quickly.
- You can install the Mollie Tap app on an iPhone or any Android device to continue processing payments while we assess the situation.
What happens next
Mollie will assess the device and your account activity, and get back to you with next steps, including whether the device needs to be replaced.