POS support guide to resolve technical issues in your system

So, you’ve just teamed up with a new POS provider. Congratulations! A solid POS system can really help take your retail or hospitality business to the next level, keeping things smooth, secure, and running perfectly. But, no system’s perfect, there’s always going to be some minor technical issues. That’s why you need reliable support.

Importance of reliable support and customer service for your POS 

Having dependable support and customer service is absolutely essential. Here's why:

Minimizes downtime during operations

Downtime isn’t just inconvenient. Nope, it’s also really expensive. While the financial hit varies depending on the business and timing, the numbers can be shocking. Take Starbucks for example. In 2015, a system failure during a routine refresh caused a massive POS outage across 13,500 locations. Baristas were forced to give away free drinks, and stores closed early, costing the company around $3 million in lost revenue in a single day. With reliable and ongoing support, you can avoid such disasters. A quick response from your support team ensures issues are resolved before they spiral.

Reinforces security in your POS software 

Cyberattacks are on the rise, with a 30% jump in attacks globally in Q2 2024 compared to the previous year, according to Check Point Research. Staying secure is more important than ever, and dependable support ensures your system gets the updates and security checks it needs.

Reduces any future operational costs

Think of support as an investment that saves you money long-term. Addressing small issues now can stop them from snowballing into costly disasters later. Fixing a glitch is a lot cheaper than replacing an entire system.

Improves customer satisfaction

Nothing kills a good customer experience like a malfunctioning POS system. Long waits, declined transactions, and general confusion can send customers running for the door—and 79% of them won’t come back after a bad experience. A good support team means you’ll never be caught out by POS problems. 

Types of POS support 

Different types of POS systems have different support. Whether you're setting up a brand-new POS system or just trying to keep everything running smoothly, the right POS support can make all the difference. Here's what you can expect when working with a reliable POS vendor:

POS installation support 

A good vendor offers implementation support to get you up and running without a hitch. This includes customizing the system to meet your unique needs, ensuring smooth integration with existing networks and tools, and addressing customer concerns before they arise. Training support is often part of the package, helping you and your team understand how to use your POS system effectively.

TIP: Check out our complete guide on POS installation to learn more!

Ongoing operational support

From troubleshooting minor issues to resolving critical problems, reliable 24/7 support is a game changer. Many vendors offer nights and weekends or even early morning hours support to minimize disruption to your operations.

Understanding POS support availability and options

When it comes to POS support, knowing what's available and how to access it can save you a ton of stress (and money). Here’s a quick breakdown of the key things to check when evaluating your support options:

What are support hours? Can I reach the support team at any time? 

Your business doesn’t run on a 9-to-5 schedule, so your POS support shouldn’t either. Look for vendors that offer support 24/7.

What is the average response time from the support team?

A slow response can mean lost sales and frustrated customers. Ask your POS vendor about their critical issue response time and make sure it matches your business needs. Some vendors boast response times as quick as a few minutes, especially for high-priority issues.

Can I be helped remotely or do I need to have an IT person come in?

Gone are the days when you had to wait hours for an IT person to show up on-site. Many cloud-based POS systems allow for remote troubleshooting, meaning most issues can be fixed without anyone stepping foot in your business. For hardware problems or more complex situations, your POS vendor might still send someone on-site.

Common POS problems and solutions

Here’s a look at some common problems you might run into, and how to fix them fast:

Integration issues with other systems 

One of the most common headaches with POS systems is when they don’t integrate well with other tools you use, such as accounting software, third-party booking sites, or eCommerce platforms. The good news is that many POS systems offer integration support to ensure seamless integration.

TIP: Epos Now, we provide resources and support to help you sync your POS with various applications and add-ons. 

Hardware malfunctions

Hardware malfunctions are frustrating but usually fixable. Sometimes, it’s as simple as checking cables or restarting devices. If the problem persists, don’t panic. Your POS vendor’s emergency support team can help troubleshoot remotely, or if needed, send a technician to get things back up and running.

Software glitches

Software glitches are a pretty common issue, whether it's a frozen screen, slow transaction processing, or random crashes. These glitches can seriously slow things down, but the good news is they’re usually fixable with a little troubleshooting. Common software glitches include:

• Frozen screens: If your POS freezes during a transaction, try restarting the software or device.
• Slow transaction processing: If payments are taking longer than usual, it could be due to a slow network connection or outdated software. Check your network speed, or ensure your POS software is up to date.
• Crashes or system errors: Sometimes, the software just decides to stop working. This could be due to bugs or system overload. Make sure you’re using the latest version of your POS software.

If a simple reboot doesn’t solve the problem, or if the issue persists, don’t hesitate to reach out to your POS vendor’s support team.

Data security concerns

Your system holds sensitive information like customer payments and inventory, so protecting it from hackers, breaches, or compliance issues is a must. Make sure your system has features like encryption, regular updates, and multi-factor authentication to stay safe. If anything seems off, reach out to support ASAP to get things locked down. Staying on top of security and compliance keeps your business (and your customers) protected.

Human errors when operating the point of sale 

Human errors are pretty common when using a cloud-based POS system, whether it’s entering the wrong amount, hitting the wrong button, or just not understanding the POS meaning of how things are done. These mistakes can slow things down and cause confusion, but luckily they’re easy to fix. Make sure your team gets proper training and knows how to troubleshoot simple issues, like correcting a wrong transaction or reprinting a receipt.

Epos Now and customer support 

At Epos Now, we’re committed to providing top-notch support to keep your system running smoothly. We offer flexible support plans to match your business needs.

Support plans 

Standard 

Our Standard support plan gives you access to essential support during business hours, so you can get help when you need it most.

Premium

The Premium plan offers 24/7 support, priority response times, and additional perks to keep your operations running.

Ways to reach the service team 

When you need help, there are several ways to get in touch with our support team:

Call our phone lines for POS help

Need a quick solution? Give us a call on 855-231-6861 between 9am-6pm GMT and we’ll assist you right away.

Raise a support ticket in the back office

For non-urgent issues, submit a support ticket and our team will get back to you as soon as possible.

Live chat assistance

For instant help, jump into our live chat and get answers on the spot.

Engage in the Epos Now community forum 

Join our community forum to connect with other users and find solutions to common issues.