Support and escalation

Goal

You need to raise a ticket, follow its progress, and tell Support what they need to know so trading can continue.

Where this happens

Support is reached differently on each app:

• In the back office (Core App) — open Support & Documentation in the sidebar to raise a ticket and browse help.
• On a Standard till (Retail POS App or Restaurant POS App) — open the Support drawer item on the till home screen, then tap Contact Support to raise a ticket and View Tickets to follow progress.

Prerequisites

• You have tried the steps on this page or the matching page in Troubleshooting and the message still appears.
• You have the store name, screen name, action, date, time, and reference number (where safe).
• For till tickets, you have the till's PIN sign-in session active.

Steps

1. Raise the ticket

1. In the back office: open Support & Documentation, then choose Report an Issue. On a Standard till (Retail POS App or Restaurant POS App): open the Support drawer item, then tap Contact Support.
2. Write a short title, then complete the screen, steps, result, and expected result fields.
3. Save and keep the reference number.

2. Follow the ticket

1. In the back office: open Support & Documentation → View Open Tickets to follow progress and reply with new evidence. Open Support & Documentation → View Closed Tickets to see prior resolutions.
2. On a Standard till (Retail POS App or Restaurant POS App): open the Support drawer item, then tap View Open Tickets or View Closed Tickets.

3. Escalate when needed

Escalate immediately when the store cannot trade, a payment may be duplicated or missing, stock or customer balances may be materially wrong, a deadline is at risk, or multiple stores have the same problem. Tell your supervisor and raise the ticket as urgent.

Information Support needs

Include:

• Store name and your role.
• Screen name and the action you were attempting.
• Date and approximate time.
• Invoice, GRV, payment, stock, customer, or ticket reference where safe.
• Exact on-screen message.
• What happened, what you expected, and what you already tried.
• A screenshot with customer and payment details hidden.

Never include passwords, PINs, full payment details, or unnecessary personal information.

Expected result

Support can identify the affected store and transaction from the first message, and you have a reference to use for follow-up.

Edge cases

• Support & Documentation is missing in the back office. Ask your supervisor to raise the ticket.
• Support drawer is missing on the till. Tell your supervisor so they can update the till's permissions.
• No reply after two working days. Reply on the existing ticket and escalate to your supervisor.
• The problem blocks trade. Contact your supervisor first so the urgency is clear.
• Someone asks for your password. Do not share it; report the request to your supervisor.

Related

• Troubleshooting
• Error glossary
• Daily operations
• Refund