Connect 2 FAQ
Find an answer to your question here:
Note
This information is valid for Connect 2.
For information about Connect 1, go to the Connect 1 User Guide.
Connect is an Enterprise Management solution that collects data from connected cash management solutions and allows businesses to use the assorted data to monitor and optimize cash usage and inventory, generate reports, and improve processes in relation to machine user balancing. A machine user can be, for example, a cashier or a driver that interacts with a physical machine (deposit, recycler, and so on).
You sign in to Connect by pasting the URL in a web browser and then entering your credentials. The URL depends on the region you are in. These are the options:
https://connect.cloud.paycomplete.eu — Select this URL if you are located in Africa, Asia, or Europe.
https://connect.cloud.paycomplete.com — Select this URL if you are located in the Americas or Australia.
Note
Some companies have their own URLs. If you can't sign in using the listed URLs, contact your administrator to get the URL for your company.
Chrome (recommended)
Safari
Edge
Firefox
Sign in to Connect,
Select the user profile popover in the top right corner of the page.
Select My profile.
Select Change my password.
Sign in to the identity server.
Change your password there.
The contents in the navigation pane depend on your role and the modules purchased by your company. Some features are only available for users with the Administrator role.
Select the user profile popover in the top right corner of the page.
In the Appearance section, select the theme you want to use.
You can select the day that starts the week and configure the daybreak time.
Select the user profile popover in the top right corner of the page.
In the Time settings section, select the weekday you want to use as the first day of the week.
If you want another daybreak than 00:00, pick the time the new day starts.
There are two types of users: Connect users and Machine users.
Connect user logins (login names) can be a maximum of 30 characters. Only alphanumeric characters are allowed.
A machine user ID must be unique within a single tenant.
A machine user ID must be unique within a tenant sub-group if ST MUM is enabled.
A user ID can't be the user's email address.
A user ID can't have trailing whitespaces.
A user ID can't have leading whitespaces.
OTA-related machine user ID limitations:
Format: up to 255 characters, cannot contain “|” and “,” characters.
Important
If you want to use a users.xml file to upload users, make sure the user IDs in the file comply with the requirements and limitations.
If you want a site group for specific sites, only select the sites you want to include. Don't select Country or City.
If you want a site group for all sites in a specific city, only select City. Don't select Country.
If you want a site group for all sites in a specific country, only select Country. Don't select City.
If you want a site group for all sites in a specific city and country, select both City and Country. In this case, only sites that match both the City and the Country conditions are added.
Note
If you add specific sites instead of all sites in a city or country, you can add sites outside the city or country later.
If you have a site group with a City or Country condition, you can't exclude a site with any of those conditions.
If you want to save a report CSV file in XLS format, follow this procedure to ensure special characters are correctly displayed.
Open Excel.
Select the Data tab.
In the Get & Transform Data field, select From Text/CSV.
Select the CSV file.
Select Open.
Select Save As.
Enter a file name.
Select the *.xls file format.
Select Save.
You must contact Support to request a new feature or a change to an existing feature.
When we receive your request, this is what happens:
The Sales department reviews the request from a business perspective.
A decision is made about whether we want to add the feature or make the suggested change.
If the decision is made to add the feature or implement the change, the work is evaluated against other work on our backlog to determine its urgency.
A work item is created on our backlog.
When the teams have completed more urgent work, they start developing the feature or implementing the change.
When the work has been completed, reviewed, and tested, it is released, and you can start using it.
Technical
Find answers to technical questions here:
PayComplete™ is ISO 27001 certified for Connect. Connect is GDPR compliant.
For the full GDPR Compliance Statement and the ISO 27001 Certificate, see GDPR Compliance Statement and ISO 27001 Certificate
Connect is provided as a Software as a Service (SaaS) offering and is hosted in a Google Cloud (GCP).
Alternatively, it could be hosted with any provider that supports Kubernetes.
Data is sent using the MQTT protocol.
All traffic from devices is outbound through port 1883 using TSL 1.2. No inbound traffic is required.
Port 9000 is required to enable Zero Touch Services (ZTS) functionality.
Public clusters are hosted on Google Cloud Platform (GCP) and data is stored in the region associated with the particular GCP cluster.
Other providers are available for Private Cluster offerings.
Note
PayComplete™ owns all public and private clusters.
PayComplete™ uses industry-standard AES-256 encryption for data at rest. For data in transit PayComplete™ encrypts using TLS.
Yes, your data is at no time stored together with data from other companies. It is kept separate.
For support purposes, PayComplete™ support specialists have access to the data generated and sent by the connected systems as well as the machine and cloud users setup in the system.
Transaction data. This is data that is visible to you on the printed receipts.
Container information (recycler cash inventories)
Operational data, such as login events, errors, inventory changes, machine logs, a door was opened, and similar
Normally, no personal, sensitive data is being sent to or stored in the cloud.
Data access requires two pieces of information: login information (user name and password) and a session token. Data security is a key element throughout the system.
Connect authentication can also be done through AD/SAML.
Yes, your company is the owner of the data at all times.
If the relationship ends, PayComplete™ provides all data.
You may request the data free of charge at any time. You may also make an API call and retrieve the data you are looking for.
Yes, an administrator in your system can manage machine users in Connect.
An administrator in your system can configure a user's access to certain parts of the system through permissions, limiting the data a particular user can see. For example, limit a user's access to sites or site groups.
Yes, you can. You can either deactivate (lock) or delete Connect users.
PayComplete™ and your company's tenant administrator can add, update, delete, and deactivate machine users. Most of those actions have a real effect from a machine perspective.
The device continues to generate transaction-, container-, and event messages and queues all messages. Once the connection is reestablished, the messages are transmitted to the cloud according to the queue.
The device can operate for weeks without data loss.
PayComplete™ relies on Google Cloud Platform (GCP) for data storage and relies on Google for the implementation of several security aspects.
For some specific customers with private hosting, PayComplete™ relies on AWS for data storage and Amazon for the implementation of several security aspects.
Both platforms are multi-certified and information about the respective platform’s security and compliance efforts can be found in their compliance centers:
Cloud Compliance & Regulations Resources | Google Cloud\
Cloud Compliance - Amazon Web Services (AWS)
PayComplete™ performs a yearly penetration test on the System where an external information security partner objectively assesses the security of Connect 2.