Purpose: This guide is designed to help Chat Agents support merchants who have questions regarding the retirement of the Verifone VX520 terminal, following the communication sent on June 19, 2023.
Project Background
CSG Forte is transitioning from the Verifone VX520 terminals to the newer Verifone V400C Plus models due to Verifone’s decision to phase out support for the VX520. This change reflects compliance with the PCI Security Standards Council's retirement of the PCI PTS 3.x standard.
- V400C Plus Standalone: $399 + shipping
- V400C Plus Hybrid (includes cable and adapter): $450 + shipping
As of April 30, 2023, Verifone no longer provides repairs or warranty services for the VX520. While CSG Forte’s Tech Support can still assist with general troubleshooting, any necessary replacements will require the newer V400C model. Chat Agents should refer merchants to the equipment page for purchases.
Steps for Chat Agents
- Acknowledge the Merchant’s Inquiry
- Thank the merchant for reaching out and inform them of the need to upgrade to a V400C Plus terminal if they are still using a VX520.
- Explain the Reason for Upgrade
- Canned Response, short code V400
If you are processing payments via the VX520 terminal, you should upgrade promptly to the Verifone V400C Plus, a PCI PTX5.x compliant device. This upgrade is necessary as the PCI Security Standards Council retired the PCI PTS 3.x standard, therefore requiring the manufacturer (Verifone) to discontinue support for the VX520 effective April 30, 2023.
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- Assist with Expedited Orders
If a merchant requests expedited service, apply the "ExpeditedV400C" tag to their order request to prioritize processing. - Direct Merchants to Additional Resources
- Remind merchants they can review past communications in the Communication Portal for details on the VX520 phase-out.