When you contact us
Include these and we can help faster:
- Your business name and the email you sign in with.
- Which app: Merchant Admin, POS, Mini POS, kiosk, kitchen display, or your customer app or website.
- What you expected, what happened instead, and a screenshot if you can.
- The order number, if it's about an order.
Never send us your password or your payment account secret key. We will never ask for them.
Quick answers
The POS or kitchen screen says it's not paired.
In Merchant Admin, open Devices, choose the device and press Re-pair. Enter the new 6-digit code on the device. The code expires, so use it straight away.
A staff member forgot their PIN.
The owner or a manager can set a new PIN in Merchant Admin under Manage Staff.
Customers can't pay online.
Check Online payments in Merchant Admin. Until your payment account is connected, orders from your app, website and QR tables are paid at the counter.
An app or website order isn't on the POS.
Orders paid online appear once the payment is confirmed. Orders a customer hasn't paid for yet are not sent to the counter, and are cancelled automatically if they stay unpaid.
I want to change my plan.
The owner can change plan, pay invoices or stop renewing in Merchant Admin under Plan & billing.
A customer wants their data deleted.
They can delete their own account in your app. If they ask you instead, send us their phone number and we'll do it.