SUPPORT
Expert help, how-to guides, and personal assistance when you need it.
where support meets experience
Our Roots Run Deep In Retail
We know what it takes to keep retail running, because we’ve done it. From long hours to minute-by-minute decisions, our team has worked alongside independent retailers for decades, delivering support that’s practical, reliable, and built around you.
That’s why the support we provide isn’t just about solving technical issues. It’s about listening, responding, and being a dependable presence, day after day, season after season.
Whether you’re running a farm shop, a department store, a coffee shop or a garden centre, we’re here with the experience, patience and practical know-how to help you get the best from your system.
Need Help? 3 x Easy Ways to Reach Us
We’re accessible when it matters, with support options designed for real-world retail schedules.
Speak directly to someone who knows your system and understands retail. We’re here to help when it matters most.
Log tickets, track progress, and explore helpful guides and videos all in one place, whenever it suits you.
Send us a message at [email protected]. This option is particularly useful for non-urgent queries.
Support Opening Hours
EPOS Software and System Support Available 7 Days a Week
We know that retail doesn’t stick to regular office hours, and neither do we. Our support team is available 7 days a week to make sure you can reach someone when it matters.
Whether it’s a quick question or a time-critical issue, you’ll speak to a real person who understands your system and is ready to help.
Support Hours
| Monday to Friday: | 9:00 AM – 5:30 PM |
| Saturday*: | 9:00 AM – 5:00 PM |
| Sunday*: | 10:30 AM – 4:00 PM |
* Weekend cover provided for trade-critical issues.
| Monday to Friday 8:30 AM – 6:00 PM |
| Saturday* 9:00 AM – 5:00 PM |
| Sunday* 10:30 AM – 4:00 PM |
Frequently Asked Questions
Some of the most commonly asked questions about our support service
What information should I include when logging a support request?
The more information you can provide the better. Additional details can often speed up the process of resolving the issue. Here are some things to consider including when you log a ticket.
- A brief description of the issue.
- What you were trying to do when the issue occurred.
- Where the issue occurred. (e.g. till, backoffice PC, specific part of the system)
- Any error messages. (include screenshots or exact wording if possible)
- Whether the issue is ongoing or a one-off.
- How urgent the issue is. (e.g. preventing trade, intermittent, minor annoyance)
- Steps already taken. (e.g. restarted the till, checked cables, etc.)
How quickly will I get a response to my support issue?
We aim to respond as quickly as possible, especially for business-critical issues and those that affect your ability to trade. Response times can vary depending on the nature of the request and current support volume.
Do I need to contact you if the issue resolves itself?
It’s helpful if you do.
Letting us know the issue is resolved means we can close the case and prioritise other customers, and it may help us spot patterns or prevent future issues.
Can I request training or a system refresher for my team?
Yes — we offer additional training sessions that can be booked on request. Just contact us, and we’ll be happy to arrange something that fits your needs.
Where can I find training videos and help guides?
Our Customer Help Centre is your go-to place for self-service support. It includes step-by-step articles, how-to videos, and practical tips to help you get the most from your Storefront ™ system.
Whether you’re learning something new, solving a common issue, or training a new team member, the Help Centre is available 24/7 and updated regularly with fresh content based on real customer questions.
You can access it directly by clicking the ‘Enter Support Portal’ button — anytime, from anywhere.
