Date of Impact: 12/14/23

We wanted to bring everyone up to speed on a recent development concerning our P5 hardware.

Thanks to the exceptional work of Rain’s Daniel Hall and others who brought this issue to our attention, we have discovered that a small percentage of our P5 terminals in the field have a hardware issue which makes them incompatible with our charging cradles and docks. This affects less than 400 units which makes up 16% of the P5s in the field today. Aside from not working with those accessories, there is no other impact to the P5’s usage.

For the reasons listed above, we have decided to proceed with the following actions:

1. As of November 13th, the affected batch has been set aside and no new orders have been fulfilled from this shipment
2. In Jan 2024, we will receive a shipment of 1140 P5’s from the manufacturer to replace all the faulty ones in our warehouse.
3. For any merchants that currently have one of the affected P5’s, we will continue to let them operate like normal unless they order a cradle or dock. Note: The person placing the cradle/dock will be responsible for checking that the merchant has compatible P5’s. At that point, we will send them a replacement P5 as well as the cradle/dock they ordered. This will allow us to avoid the negative repercussions involved with a mass recall and focus only on merchants actually affected by this issue.
4. Internal documentation has been updated to reflect this change and the new process flow. That can be found here: SFDC Hardware Ordering Process.

If there are any questions or concerns, please let us know.