When contacting Support, having certain information ready helps ensure your issue is resolved as quickly and efficiently as possible.

Account information

Providing your account details, such as your Site ID, Company ID, or Business name, allows Support to quickly locate your profile in our system.

To find your site details in Back Office or POS:

1. Click Help & support in the lower-left of your screen, just below your sidebar menu.
2. Your site details are located at the bottom of the screen. 

Summary of the issue

A detailed summary helps Support understand your problem and assist you effectively. When describing the issue, include relevant details such as:

• The product or feature you're contacting about.
• The software version of the device you're using.
• Screenshots of any error messages or codes.
• Dates and times when the issue occurred.
• Any troubleshooting steps you've already tried.

An example issue summary could be: 

“I’m having trouble with my XYZ model docket printer. It's not printing dockets and shows an error message saying, ‘ Error: unsupported or disconnected printer.’ This has been happening consistently since last week. I’ve tried restarting the printer, but it didn’t fix the issue.”

Access to relevant hardware

Having access to the necessary hardware helps Support diagnose and resolve your issue more efficiently. If you're calling about a specific device, such as a printer, have it ready during your call so Support can guide you through the troubleshooting steps.

Set yourself up for success by preparing your account information, a summary of the issue, and any relevant hardware before contacting Support.