Help and live support inside the app

Help for the screen you are on

Screens with documentation have a ? Help button. Tap it and a help panel slides in with the topic for that screen: what it is for, what each button does and the steps for common tasks. Search the panel if you need something else. Most answers are one tap away.

Help topics can be translated into 11 languages: English, Spanish, French, German, Italian, Portuguese, Chinese, Japanese, Arabic, Hindi and Russian. Translation happens on demand and is kept for next time; offline, help falls back to English. The rest of the app's screens are in English. That makes the help useful for staff whose first language is not English.

The knowledgebase

Knowledgebase in the drawer opens every help topic in one place, grouped into POS and tools, the Admin panel and settings. On a wide screen it shows two panes, with the list of topics beside the one you are reading. It works well as a reference for the whole team.

Print this topic sends the topic to your receipt printer, which is handy for pinning a closing checklist by the register. Email the whole knowledgebase sends it as a PDF, for a training binder or a new manager's first week. New staff can keep the topics they need most close at hand.

• Search and browse topics
• Translate into 11 languages
• Print a topic on the receipt printer
• Email the whole knowledgebase as a PDF

Live Support chat

When the help does not answer it, open Admin, then Tools, then Live Support. Type your question and the support team replies in the chat. If an agent replies while you are on another screen, the chat pops up. Send screenshots or files up to 20 MB, and use Send Log to share the app's log so support can see exactly what happened.

If support needs to see your screen, the app asks Allow a support session? first. Nothing is shared until you agree, and it is a view-only mirror of the screen. End the chat or minimise it when you are done. You stay in control of what is shared. End it whenever you like.

Problems reported automatically

If the app crashes or a screen stalls, a report is sent to the team automatically, so problems can be fixed even when nobody had time to call in the middle of a rush. A card transaction that stalls for more than 90 seconds is reported with a redacted timeline, which helps sort out terminal problems quickly.

For guides that go beyond one screen, such as setting up a self-order kiosk or connecting a card terminal, the guides on this site walk through the whole job step by step. Use them when you are setting up something new. Each guide explains the steps first, then how SeroPOS does it.