> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/commander-help/commander-troubleshooting-guides/vrsd-software-upgrade-request-procedure.md).

# VRSD Software Upgrade Request Procedure

Request a **VRSD (Verifone Remote Software Delivery)** software upgrade using the Support form.

You’ll need your **Service ID**, your **current app version**, and the **requested app name/version**.

### Verifone Remote Software Delivery (VRSD) Upgrade Request Requirements

#### Prerequisites

* Site is **enabled for VRSD**.
* Site has an active **Site Solution Contract (ASM)**.

#### Info you’ll need for the request

{% stepper %}
{% step %}

#### Site Service ID

Preferred: pull it from the POS.

1. On the POS, go to **CSR Functions > Maintenance > 12. Check for VRSD updates**.
2. Find the **Service ID**.

Alternative: look it up in the Verifone eStore portal.

1. Go to [Verifone eStore](https://estore.verifone.com/verifone/customer/home.do).
2. Select **Buy Now.**
3. Select **Utilities.**
4. Select **Lost Registration Lookup.**
5. Enter your site information and the **Service ID** will be returned.

{% hint style="info" %}
You won’t purchase anything in eStore. This is just a lookup tool.
{% endhint %}
{% endstep %}

{% step %}

#### Current application version

Follow these steps on any **Verifone register (POS)** to find the current application version:

1. Select **CSR Functions**
2. Select **Help > About**
3. Locate the **Suite name** and **Version**.

Example: `Buypass 3.00.xx` or `Shell 55.00.xx`.
{% endstep %}

{% step %}

#### Requested application (name/version)

Use the [Current VRSD Software List](https://verifone.cloud/docs/petroleum-c-store-customer-documentation/software-updates-vrsd/current-vrsd-production) to pick the latest target.

Copy the **exact**:

* Application / suite name
* Version

If you’re unsure which build fits your brand, include your **brand** in the request. Support can confirm.
{% endstep %}

{% step %}

#### Network requirements

Ensure connectivity meets these suggested minimums:

* Download: **>= 1.5 Mbps**
* Upload: **>= 768 Kbps**
* Latency: **<= 500 ms**
* Packet loss: **0%**
  {% endstep %}
  {% endstepper %}

### Procedure for Upgrade Request

Once you have the details above, submit the request using the steps below.

{% stepper %}
{% step %}

#### Open the VRSD Upgrade Request form

Click the button below to open/launch the VRSD Upgrade Request Form.

<a href="https://support.verifone.com/s/supportbyemail?categoryselect=Petro%20and%20Convenience&#x26;reasonselect=VRSD%20Upgrade%20Request" class="button primary" data-icon="cloud-arrow-up">Upgrade Request Form</a>

<figure><img src="/files/ecpH8giZh3FTOojWrjoK" alt="VRSD upgrade request form link button on the Support by Email page"><figcaption><p>Open the Support by Email form.</p></figcaption></figure>
{% endstep %}

{% step %}

#### Fill in the form fields

Enter the **required information** in the **fields** that appear.

{% hint style="info" %}
Use the **Service ID** you collected above.
{% endhint %}

<figure><img src="/files/4nMOzzs64tg4zhV0fmsd" alt="Support case form fields including the Service ID input"><figcaption><p>Enter your Service ID and other required fields.</p></figcaption></figure>
{% endstep %}

{% step %}

#### Paste details and submit

Enter the following under **Detailed Description**, then select **Submit**:

* Brand
* Current application (suite name + version)
* Requested application (suite name + version)

{% hint style="info" %}
Your current app version is on the POS under **Help > About**.
{% endhint %}

<figure><img src="/files/XrAyKxqYyBHNFWjvj4CA" alt="Detailed Description field in the VRSD upgrade request form"><figcaption><p>Add your brand and version details, then submit.</p></figcaption></figure>
{% endstep %}

{% step %}

#### Multiple locations (optional)

For multiple locations, complete the **VRSD Upgrade Request Spreadsheet** and attach it to your request:

* [VRSD Upgrade Request Spreadsheet](https://view.officeapps.live.com/op/view.aspx?src=https%3A%2F%2Fverifone.cloud%2Fsites%2Fdefault%2Ffiles%2Finline-files%2F%255Bcurrent-date%253Ahtml_month%255D%2FVRSD%2520Upgrade%2520Request%2520Spreadsheet.xlsx\&wdOrigin=BROWSELINK)

{% hint style="info" %}
If the spreadsheet link doesn’t open, submit the request anyway. Ask Support for the latest template.
{% endhint %}

Enter the first location’s **Service ID** in the mandatory **Service ID** field (Step 2).

<figure><img src="/files/xzCQVrzo6f4OD1XN1jM2" alt="VRSD upgrade spreadsheet attachment section in the support case form"><figcaption><p>Attach the spreadsheet to include multiple locations.</p></figcaption></figure>
{% endstep %}

{% step %}

#### After you submit

You should receive:

* An **automated confirmation email** right away.
* A **status email within 48–72 hours** with next steps and upgrade instructions.
  {% endstep %}
  {% endstepper %}

{% hint style="info" %}
If you don’t receive an automated confirmation email, check spam/junk first. Then resubmit.
{% endhint %}

### What to Expect After Submitting a Request

After you select **Submit**, you should receive:

* An **automated confirmation email** right away.
* A **status email within 48–72 hours** with next steps and upgrade instructions.

<details>

<summary>Example confirmation email</summary>

This is a system generated email to confirm your request for VRSD Software Upgrade has been received.

You will receive another email within 48-72 hours providing a status of your request.

Thank you for choosing Verifone.

Verifone Support Team

</details>


---

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