Get help and support

Most answers are one search away in Help. When they are not, the assistant in Help can look into your own shop, and if something needs a person, it prepares a support ticket for you to check and send.

Search the articles

Open Help and type what you are looking for in your own words, such as "refund a card payment" or "printer not printing". Articles and questions from the FAQs both show up. Each article starts with the answer, followed by the steps.

Ask the assistant

Ask a question in plain words. The assistant answers from these articles and links the ones it used.

Once your till is connected for card payments, it can also look up your own records:

• whether a payment went through, and what happened to a refund
• your terminals and whether they are online
• your sales
• your payouts

It only looks things up. It never changes your till, your payments or your settings.

Good questions say what happened, when, on which device, and the amount or receipt number if there is one. For example: "A card payment of 245 kr at 14:10 today shows as failed on the till, but the guest says it was charged."

Send a support ticket

If the assistant cannot solve it, it can prepare a support ticket with what you have told it and what it found. You read it, change anything that is wrong, and send it with a button. Nothing is sent until you press it.

Help on the till

On the till, Help is under Settings: press Open help. Everyone can read the articles there, and managers and owners can also ask the assistant. Staff do not need to leave the till to find out how to do a refund or what to do when the terminal does not answer.

Card payments and payouts

Card payments in getpos are handled by Surfboard Payments. Questions about a specific payment, a refund or a payout are best asked in Help, where the assistant can check your own records first. See Payment problems and Payouts.