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Terminal provisioning and management (Support Portal)

This guide is for PeakPOS support staff provisioning and supporting POS terminals from the Support Portal at https://support.peakpos.co.

Related pages: OrganizationsPage, StoresPage, TerminalsPage.

What you will monitor​

  • Heartbeat (last check-in): drives online/offline status.
  • Certificate expiration: expired certs often present as offline or auth failures.

Before you provision​

Confirm:

  • Org exists
  • Store exists and is active
  • You know which store this terminal belongs to
  • On-site contact can reboot the device and confirm network access

Terminal registration flow​

Goal: create a terminal record, enroll the physical device, confirm heartbeats.

  1. Sign in to https://support.peakpos.co.
  2. Open Organizations, select the org.
  3. Open Stores, select the store.
  4. Open Terminals (TerminalsPage).
  5. Click Register terminal (or New terminal).

During registration:

  • Set a friendly name that matches the store layout, for example Front Register 1.
  • Confirm store assignment.
  • If shown, copy identifiers (serial, hardware ID) exactly.

Enrollment patterns you may see:

  • Enrollment code (enter on device)
  • QR code (scan on device)
  • Pre-registered identifier match

Provisioning success signals:

  • Status shows Online
  • Last heartbeat updates within a few minutes
  • Certificate expiration date is in the future

Health monitoring​

In TerminalsPage, watch:

  • Status (Online, Offline, Provisioning, Error)
  • Last heartbeat
  • Certificate expiration

Practical thresholds:

  • At risk: heartbeat older than 15 minutes during store hours
  • Offline: no heartbeat for 30+ minutes, or explicit Offline status

If a merchant reports an outage, compare their report time to the last heartbeat.

Troubleshooting offline terminals​

  1. Verify you are on the correct org, store, and terminal record.

  2. Check last heartbeat and status.

  • Never heartbeated: enrollment likely not completed.
  • Was online then stopped: power or network issue is likely.
  • Error: certificate, time sync, or auth failure is likely.
  1. Check certificate expiration.
  • If expired or near expiry, plan certificate refresh or reprovision.
  1. On-site checklist. Ask the merchant to:
  1. Confirm device is powered and responsive.
  2. Reboot.
  3. Confirm network connectivity (wired link lights or Wi-Fi connected).
  4. Confirm device date and time are correct.

If Wi-Fi recently changed, re-join the network.

  1. Reprovision when needed. Reprovision when the device cannot authenticate, certificate is expired and refresh is not available, or the terminal was factory reset.

Typical reprovision flow:

  1. In TerminalsPage, open the terminal.
  2. Choose Reprovision or Rotate certificate (label varies).
  3. Generate a new enrollment code.
  4. Enter the code on the device.
  5. Confirm heartbeat resumes.

Device lifecycle actions​

Common support actions:

  • Register and enroll a new terminal
  • Rename terminal to match store layout
  • Decommission a retired terminal
  • Replace device: create a new terminal record for new hardware, then decommission the old record

Replacement guidance:

  • Keep old and new records separate so audit and incident history stays accurate.
  • After replacement, verify the store has the expected count of active terminals.

Escalation​

Escalate when heartbeat is missing across multiple terminals for the same store, certificate refresh fails, or enrollment completes but the terminal never heartbeats.

Include: org slug, store name, terminal name and identifiers, last heartbeat timestamp, certificate expiration date.