Pax A920 Replacement process

For- Queensland School Ticketing (QST) / Rural and Regional (R&R) TfNSW operators and Transportme private operators:

Not all devices will require replacing. The device could be showing an error message that could require a simple fix rather than a replacement. These error messages will require an assessment by Transportme support staff to diagnose and advise the steps required.
If a device needs to be removed or installed in its cradle, please hold the device and cradle unit before removing or installing the device or before loosening to adjust the RAM mount .This will prevent the cradle falling suddenly and damaging the hardware.

Step Link to article

Create a support ticket- Before issuing a replacement Pax A920, Transportme requires a support ticket with Pax serial number, issue description with supporting photos. QST and R&R operators need to lodge tickets accordingly for assessment. Transportme private operators please raise a support ticket in the operator portal.
Replacement issued- Transportme facilitates replacement of stolen or damaged Pax A920 devices by setting up and commissioning a replacement unit with a new M2M sim card,(sim card supplied to QST and TFNSW clients only) which is then posted to the operator's confirmed address. The replacement package sent to the operator will require a signature upon delivery.
What to do when replacement Pax A920 arrives - Instructions for the replacement Pax A920 device and ensuring its proper functionality.
Pairing and testing replacement Pax A920 - This document outlines the steps to test the replacement Pax A920 device, including Bluetooth pairing, smartcard tapping, ticket sales, and cashless transactions. Ensure the device is placed in the assigned bus after successful testing.
Returning damaged/faulty Pax A920 device- Returning a Damaged/Faulty Device: Instructions for Queensland School Ticketing (QST), Rural and Regional (R&R) TfNSW and Transportme private operators to package and return a damaged/faulty device using the provided return post pack via Australia Post.