Steps
- Open Live Support. Open the drawer, tap Admin, go to Tools and tap Live Support.
- Describe the problem. Type in Describe the problem… and send. Include what you were doing and what you expected to happen.
- Attach a file. Use Attach a file or screenshot (max 20 MB) to send a photo of a receipt or an error.
- Send the log. Tap Send Log (shares settings, no personal data) if the agent asks for diagnostics.
- Allow a session if asked. If the agent asks to see your screen, Allow a support session? appears. Tap Allow for a view-only session, or Not now. The screen shows when the session ends.
- Minimise or end. Tap Minimize to keep working while you wait, or End chat when you are done.
Staying safe
Support will never ask for card numbers or passwords in the chat. A support session only lets the agent see your screen; they cannot type or click on your till. You decide each time whether to allow it.
Live Support needs an internet connection. If a message does not send, tap Send to retry. For card processing rates, send us a recent statement and we'll quote a rate.
Frequently asked questions
Can support control my till?
No. A support session is a view-only mirror of your screen, and only after you tap Allow. The agent guides you while you make the changes yourself. You can end the chat at any time.
What does Send Log share?
It sends your app settings and diagnostic details that help the team find a fault. It does not include personal data such as customer details or passwords.