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When escalating device issues, the more information the better. Below are the necessary data points for our teams to view, research and resolve issues in a timely fashion. Any 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 accordingly. Priority of the issue is determined by the severity and impact of the defect/issue.
To submit a ticket for a device issue, please send all information below to gateway.support@bridgepaynetwork.com
PayGuardian Cloud PAX Escalations
The following information is needed in order to properly and effectively research/debug an issue.
Partner Name:
Merchant Account Code:
Found in the MyBridgePay portal in the Account Management tab
Detailed Explanation of the Issue Being Experienced:
Steps to replicate
Issue(s) occurring
Expected functionality
Date/Time of the transaction with issue:
Additional Transaction Info:
Amount, Invoice#, EMV, Tap, Swipe, etc
(Optional) Video of the issue occurring:
Device S/N:
Found on the back of your device or in PAXSTORE.
Device Firmware:
Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Firmware section
BroadPOS Manager Version:
Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Apps section
BroadPOS BridgePay Version:
Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Apps section
PayGuardian Cloud Version:
Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Apps section
Injected Keys:
Found in PAXSTORE. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/215187674/PAX+Android+Devices+Troubleshooting+Support#Key-Injection-Verification
Merchant Account Code:
Found in the MyBridgePay portal in the Account Management tab
PAX Logs: LogCat or Detail logs
Will include the communication between the PayGuardian Application and BroadPOS BridgePay
Found in PAXSTORE. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/215187674/PAX+Android+Devices+Troubleshooting+Support#How-to-Collect-Logs-in-the-PAXSTORE
Upload BroadPOS Log from the Device:
PayGuardian Cloud Ingenico Tetra Escalations
The following information is needed in order to properly and effectively research/debug an issue.
Partner Name:
Merchant Account Code:
Found in the MyBridgePay portal in the Account Management tab
Detailed Explanation of the Issue Being Experienced:
Steps to replicate
Issue(s) occurring
Expected functionality
Date/Time of the transaction with issue:
Additional Transaction Info:
Amount, Invoice#, EMV, Tap, Swipe, etc
(Optional) Video of the issue occurring:
PayGuardian Cloud Ingenico 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:
Found in the device. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/243236929/Ingenico+Device+Troubleshooting#Injected-Keys
PayGuardian Desktop Ingenico Telium 2/Tetra Escalations
The following information is needed in order to properly and effectively research/debug an issue.
Partner Name:
Merchant Account Code:
Found in the MyBridgePay portal in the Account Management tab
Detailed Explanation of the Issue Being Experienced:
Steps to replicate
Issue(s) occurring
Expected functionality
Date/Time of the transaction with issue:
Additional Transaction Info:
Amount, Invoice#, EMV, Tap, Swipe, etc
(Optional) Video of the issue occurring:
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:
Found in the device. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/243236929/Ingenico+Device+Troubleshooting#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:
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