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When escalating device issues, the more information the better. Below are the needed pieces necessary data points for our teams to view, research and resolve issue quickly. Lack of this information may result in back-and-forth communication to obtain the needed information. Not all of these systems are owned or maintained by BridgePay, so the outcome may not be able to be resolve on our side and an escalation to a third party may be needed. If the issue live in the PayGuardian codeAny gaps in the information will delay resolution. Device issues often involve third parties and resolution may reside outside of BridgePay. If it is determined that BridgePay is responsible for resolution, we will prioritize and resolve issues on our side depending on the priority of the issueaccordingly. Priority of the issue is determine by the severity of the defect/issue.

PayGuardian Cloud PAX

The following information is needed in order to properly and effectively research/debug an issue.

PayGuardian Cloud Tetra

The following information is needed in order to properly and effectively research/debug an issue.

  • 0000 Menu Version:

    • From the blue welcome screen, press the “0” 4 times. Data is displayed.

  • 0000 Menu Tetra SDK:

    • From the blue welcome screen, press the “0” 4 times. Data is displayed.

  • Injected Keys:

  • Merchant Account Code:

    • Found in the MyBridgePay portal in the Account Management tab

  • Date/Time of the transaction with issue:

  • Additional Transaction Info:

    • Amount, Invoice#, EMV, Tap, Swipe, etc

  • Detailed Explanation of the Issue Being Experienced:

  • (Optional) Video of the issue occurring:

PayGuardian Desktop

The following information is needed in order to properly and effectively research/debug an issue.

  • 0000 Menu Version:

    • From the blue welcome screen, press the “0” 4 times. Data is displayed.

  • 0000 Menu Tetra SDK:

    • From the blue welcome screen, press the “0” 4 times. Data is displayed.

  • Injected Keys:

  • Merchant Account Code:

    • Found in the MyBridgePay portal in the Account Management tab

  • Date/Time of the transaction with issue:

  • Additional Transaction Info:

    • Amount, Invoice#, EMV, Tap, Swipe, etc

  • Detailed Explanation of the Issue Being Experienced:

  • (Optional) Video of the issue occurring:

Table of Contents:

Table of Contents
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