POSSupport

Get help when POS is offline

Ticket history, detail, replies, and submission require a live connection; collect visible error and queue context, then send the ticket after reconnecting. Record the page, visible error, time, and queue reference, avoid exposing customer or payment secrets in screenshots, and reconnect the terminal. Remove passwords, payment secrets, and unnecessary customer data from screenshots or attachments.

Before you start

An authenticated POS session for Help Center documentation.
A live connection is required to list, create, reply to, close, or attach files to support tickets.

Steps

Record the page, visible error, time, and queue reference.
Avoid exposing customer or payment secrets in screenshots.
Reconnect the terminal.
Open Support and submit the evidence.

Expected result

Incident details are retained safely until reconnection, then appear once in the submitted ticket list. Search and refresh existing tickets before creating another request for the same incident.

Permissions

Help Center documentation remains available in an authenticated session.
Ticket history requires support-ticket.read; sending the collected incident after reconnection requires support-ticket.create.

Troubleshooting

When staff record the page, visible error, time, and queue reference, POS blocks progress before they can avoid exposing customer or payment secrets in screenshots.

A safe retry starts by confirming: An authenticated POS session for Help Center documentation. A live connection is required to list, create, reply to, close, or attach files to support tickets. Reopen /support once and read the exact validation or configuration message. If the control remains unavailable, stop and give Support the ticket/request reference, branch, page, visible error, and time; remove credentials, card data, and unnecessary customer information. Capture the displayed state produced when staff record the page, visible error, time, and queue reference.

The ticket list, conversation, attachment, or action status does not show whether the request succeeded after the final checkpoint: Open Support and submit the evidence.

Check the ticket reference, selected status view, current page, latest reply, attachment result, and connection. Retry only when the request is absent and no submit, reply, upload, download, or close action remains pending. When no single result can be proved, pause and provide Support the ticket/request reference, branch, page, visible error, and time; remove credentials, card data, and unnecessary customer information. Check the saved state after staff open Support and submit the evidence.

Create and track a POS support ticket
Support shows tickets submitted by the signed-in POS user for the active branch and permits each conversation action only when that user has the matching capability.