How to Submit Logs when something goes wrong with payment in the Associate App

How to Submit Logs when something goes wrong with payment in the Associate App

Submit Logs to NewStore

Please follow the guidance in the knowledge article below, written by the NewStore Support team.

The following knowledge article is a guide to submitting logs to NewStore when something goes wrong during payment, which helps the NewStore team to understand the root cause of the issue and help resolve it.

Summary

In the event, an associate has a scenario where there is an issue related to the Associate App and the Payment device (e.g., The payment device disconnects while processing the payment) the Associate should submit the logs in the Associate App by following the steps below:

NOTE: This will only work, and the button will only appear if the card reader is connected and powered on.

1> Open the profile section of the Associate App with "..."

2> Open the Configure Card Reader screen
 
3> Tap on the current device

There is a Submit Logs button click on that which will save the logs locally.

submit log button

4> Close the app and restart it --> The logs submitted in the previous step are sent to NewStore when the application loads.

5> Close, restart, and log back into the app --> The logs saved in the previous step are sent to NewStore when the application loads.


The log files have a size limit, so it depends on how many transactions have happened on the device that determines whether we receive the appropriate problem transaction. So collecting these as soon as an issue occurs is a must.


*After submitting logs, you will need to provide the username of the Associate and the Order Number to NewStore Support (support@Newstore.com).  

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