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 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

• 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

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:

• 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:

• 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