No momento, esta página não está disponível em português
Point-of-sale icon

Remote troubleshooting

Start a remote session and access your terminals remotely.

It is possible to access a user's Android payment terminal remotely from the Customer Area. The remote session creates a duplicate of the terminal's screen in the Customer Area and lets you interact with the menus and the Android apps on the terminal. You can then troubleshoot issues or configure the terminal settings on behalf of the user.

Someone who operates the terminal must be available to start the remote session on the terminal.

Requirements

Before you begin, take into account the following requirements, limitations, and preparations.

Requirement Description
Integration type Terminal API or standalone.
Customer Area roles For starting a remote session, make sure that you have the following role(s):
  • Merchant POS Terminal Management Admin
  • Merchant POS Terminal Support
Hardware Verifone Engage terminals, including M450 and P360, on software version 1.115 or later. All other terminal models must be on software version 1.105.2 or later.
Limitations You need a terminal operator to start a remote session on the terminal.
Setup steps Before you begin:

Allowlisting

Depending on your network or security requirements, you may need to add the URL http://ec2-3-74-103-52.eu-central-1.compute.amazonaws.com/ to the allowlist of your firewall.

We recommend using DNS resolution and domain-based allowlisting. However, for your information, these are the IP addresses and ports used for remote access:

  • 3.74.103.52:3478 TCP/UDP
  • 3.74.103.52:80 TCP
  • 3.74.103.52:443 TCP
  • 3.74.103.52:443 49152 - 65535 UDP

Start a remote session

To start a remote session:

  1. Log in to your Customer Area.
  2. Under In-person payments, go to Terminals and select the terminal.
  3. Select More options > Start remote session.
    A one-time passcode shows in your Customer Area.
  4. Instruct the terminal operator to select Start session on their payment terminal and enter the one-time passcode.
    A duplicate of the terminal screen shows in your Customer Area. You can interact with the terminal menus remotely.
  5. When you are done, select End session.

The session can be ended both from the Customer Area and from the terminal. If you want to start a new session, you need to authenticate again with a one-time password.

See also