Support Process FAQs

• What does AurusPay Level 1 Support do?
  • Asks the Merchant Business name and store location.
  • Confirms the contact person's name, call back number and store hours
  • Obtains other details including
    • AurusPay Merchant ID
    • AurusPay Terminal ID
    • AurusPay Store ID
  • Gets information on main issues faced - transactions not working, settlement issues, printing issues etc.
  • Resolves the problems by providing telephonic support or if required escalates internally to Level 2 and Level 3 teams.
• What information is required by the Merchant to register a support issue?
  • The Merchant Business name and store location.
  • Details including
    • AurusPay Terminal ID
    • AurusPay Store ID
    • AurusPay Merchant ID and Device S/N for speedier resolution of the issues.
  • A Ticket # to the Merchant at the end of the call for tracking purposes, assigned to the merchant by AurusPay helpdesk.
• What is a typical terminal support procedure?
  • Terminal support procedure generally involves telephonic support through specific troubleshooting steps by assistance with AurusPay helpdesk team. AurusPay help desk team sets up a pre-determined time to carry out upgrade tasks or migration tasks for stores and replacements of terminals.
  • In some situations, merchants maybe required to ship the terminal back to AurusPay support center in Boston, MA for re-programming or repair ( typical situations include OS corruption, tampering of default certificate of device or printer issues etc). AurusPay may also provide a replacement terminal to stores, when their terminals are being repaired.
  • The address to mail terminals for repair is
    • Aurus Inc
    • Help Desk
    • 1 Edgewater Drive,
    • Suite # 200, Norwood, MA 02062
    • Pls. refer assigned Ticket # on top of box for easier tracking.
  • Depending on service level agreements and support contracts, AurusPay technicians may visit on-site store locations to troubleshoot issues for quicker turnaround.
• What is a typical Terminal diagnostic procedure?
  • As a first line of check, Comm Server Set up is checked to check if the terminal has suitable IP connection and there are no issues relating to dial up, DSL or GPRS; depending on the connection type.
  • Diagnostics or Troubleshooting features provided for a particular terminal type are followed.
  • Terminal template is checked to identify if there is any corruption and past transaction history is evaluated.
  • Trace route test is run to check the inbound connections into AurusPay Host.
• What to do if Terminal does not process transactions?

  There are several possible reasons why the terminal may not be operating properly or processing transactions. To check the most likely causes, please follow the steps below.

  • Check the magnetic card reader
  • Perform a test transaction using several different magnetic stripe cards to ensure the problem is not a defective card.
  • Make sure you are swiping cards properly. With the VeriFone card reader, the black, magnetic stripe on the card should face down, toward the keypad.
  • Process a transaction manually using the keypad instead of the card reader. If the manual transaction works, the problem may be a defective card reader.
  • Check the telephone line.
  • Connect to a working telephone and check for a dial tone. If there is no dial tone, replace the cable and test again.
  • May be the network issue internally faced by location.
  • DSL/EHERNET cable might be faulty, check the cable by connecting to PC/Laptop and check if internet works.
• If the problem is related to Payment Processor, how is that handled?
  • AurusPay lodges the issue with the corresponding Payment Processor
  • AurusPay leverages on its knowledgebase of dealing with similar support or onboarding Issues with Payment Processor and relationship with key contacts.
• What is the procedure if the problem can't be immediately fixed?
  • Problems are categorized into levels of troubleshooting required - Level 1, Level 2 and Level 3 support and assigned accordingly to internal AurusPay teams.
  • Problems are categorized also on the basis of Level of Severity and Priority P1,P2 and P3 - Production issues and New Set up issues, etc.
• What is the Support Knowledgebase available to AurusPay Partners?
  • Manuals and FAQs are periodically updated and shared for every terminal type to identify common issues faced for particular terminal types.