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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 codeissues 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 on our side depending on the priority of the issueaccordingly. Priority of the issue is determine determined by the severity and impact of the defect/issue.

Info

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.

PayGuardian Cloud Ingenico Tetra Escalations

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

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:

PayGuardian Cloud Tetra

PayGuardian Desktop Ingenico Telium 2/Tetra Escalations

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

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:

PayGuardian Desktop

  • 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:

  • 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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