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.

PayGuardian Cloud PAX

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

• 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:

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

• 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 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

• 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:

  • 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: