If you have ever lost your POS, you know that sudden, sinking wave of panic that hits your stomach before your mind even catches up. One minute, you are serving customers, and the next, the terminal that keeps your business running is just gone.  

It is an awful feeling, and we understand it, but in that moment, the best thing you can do is take a deep breath. Don’t worry, we have a clear process to help you protect your account, and we’ll guide you through every step.  

Step 1: Contact PayZeep Support Immediately  

Okay, first thing first: let’s get your account secured. Reach out to PayZeep Customer Support as fast as you possibly can. This is the most critical step to protect your funds.  

You can reach us easily via:  

• WhatsApp: +234 908 822 0235  

• Phone: 07074716605  

• Email: [email protected]  

To help us act immediately, you will need to provide the following details:  

• Your registered business name  

• Your phone number, Wallet ID, or terminal ID  

• The date and time you noticed it was missing  

• A brief description of what happened (if you know)  

Why is this so important? The sooner you report it, the faster we can deactivate or blacklist the terminal. This locks it down and protects your wallet from anyone trying to use it.  

Step 2: File a Police Report  

After you have contacted us, the next step is to visit the nearest police station to file a report. We know this might sound intimidating, but please don’t let it scare you. This report is just an official document we can refer to. It helps PayZeep validate your case, confirms the terminal is officially on record as lost or stolen and this helps us process the next steps for you efficiently.  

Step 3: Send Us a Copy of the Report  

You have done the difficult part of getting the police report, which is awesome, you are doing great. The next step is to send a clear image or a scanned copy of the report to us. You can email it to [email protected] or send it directly to the customer support representative or account manager you have been speaking with.  

When you send it, please be sure to include:  

• Your contact information, wallet details  

• The POS serial number (if you have it handy)  

• The police report reference number  

This final piece of paperwork enables us to officially update your merchant file, confirm the incident, and begin the resolution process. You have made it this far; you have got this!  

Step 4: Understanding the Replacement  

Now, let’s talk about the replacement. There is an important note we must share from the Merchant Agreement (Clause 12). In cases of theft, damage, or loss, you are financially responsible for the replacement cost of the POS terminal.  

We understand this is not good news, but this fee helps cover the cost of the hardware as well as the administrative expenses involved in registering and sending a new, secure device to you.  

Step 5: Requesting Your New Terminal  

Finally, the step you have been waiting for: Getting a new device.  

As soon as your report is submitted and the replacement payment is confirmed, you will be eligible to request your new terminal. We will work to get it to you so your business can get back to running smoothly.  

To help avoid this headache in the future, treat your POS terminal like you treat your phone.  

• Be mindful of who is using it and try to protect it from harsh conditions like rain or scorching sun.  

• When you are not using it, tuck it away somewhere safe, like a locked drawer.  

• A really smart move is to keep your transaction notifications on, so you can spot any irregular business right away.  

Now you know the process, and it is totally manageable. No need to panic or make a scene, just act fast. We are always here to help, and you’ll be back to making fast, safe, and easy payments in no time.