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

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.

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 Type:

  • Example: A920Pro, A800 etc

• 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

• 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:

• Upload BroadPOS Log from the Device:

  • Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/215187674/PAX+Android+Devices+Troubleshooting+Support#BroadPOS-Log-Collection

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

  Detailed Explanation of the Issue Being Experienced:

• (Optional) Video of the issue occurring:

• Device Type:

  • Example: L/3000, L/7000 etc

• 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.

• PayGuardian Desktop Version usedPartner Name:

• 0000 Menu Version:

• 0000 Menu Tetra SDK:

• Injected Keys:

• Merchant Account Code: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

  Detailed Explanation of the Issue Being Experienced:

• (Optional) Video of the issue occurring:

• Device Type:

  • Example: L/3000, iSC250 etc

• 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