FAQ

There are many ways to contact our support service:

To start using your personal account of support service, first you need to register it. It’s easy and takes just a few minutes. How to register a personal account .

Avoid contacting our support service through Facebook or other social networks because our employees monitor social networks only a couple of times a day.

 

Please give the following information when you are sending a request for help:

  • Name
  • Login to Smarttouch POS cloud (if you are our user)
  • Your e-mail
  • The most convenient way to contact you: phone, skype, viber, e-mail
  • Detailed description of the issue and the chain of actions that have generated it. Include screenshots of your issue, this will help to resolve it more quickly

 

If you are contacting the support service by other ways than the phone, avoid giving several issues in one request. Create a request ticket for each issue. In this way, we will be able to track requests and assign as many employees of the support service as it will need to resolve your issue quickly.

We may also need some additional information to resolve your issue. In this case, the support service will send you an e-mail. Please answer it as quickly as possible. The subject of this e-mail will contain the number of your request, for example

[Ticket#2017110282000148] .

The request number allows to assign automatically your mails to the occurred issue. To track the progress and discuss solutions of your issue, respond to mails by always keeping the subject with the request number.

To add a new user, go to the Administration panel: Access\Tablet Users\Choose an Establishment Administrator\Create and  enter the following information in the user’s file:
• Name:  user’s name
• Group: Local groups of users
• Password: PIN-code (use only digits)

The “Do not show in the electronic menu, BonusMe” option in the Administration Panel \ Products \ Price elements \ The menu item card allows you to disable the display of the price element in eMenu and BonusMe

If you need to get rid of old test orders before getting started and to save initial settings:
• delete orders in the Administration panel: Orders\Delete
• and to delete orders remained on the tablet in the mobile application: Main menu\Settings\Database\Clear orders button

This mode of operations in the Cloud will allow your company:

* to organize employees work regardless of their actual location

* to make workplaces portable
* to eliminate problems related to the high IT infrastructure maintenance costs (servers, softwares, database, staff)
* to exchange information with 1C Accounting
* and it will allow your customers to order dishes by themselves

Start working

A correct balance in the cash drawer is to be determined in case of inconsistences between cash balance in the Cash register sceen of the Mobile Application and the one displayed in the Administration panel\Reports\Cash report screen.

To adjust your cash balances:

  1. in the Cash register screen of the Mobile Application tap the Cashe Depositing button and enter an amount matching the actual cash amount present in the cash drawer.
    In case of working with cashiers’ shifts, the program will propose to enter an actual balance of the cash drawer while closing a day. 
  2. in the Administration panel: Orders\Cash correction set the value equal to the difference of the actual cash amount present in the cash drawer and to the totals shown in the Administration panel\Reports\Cash report.

In the Administration panel:

* Create and set up rights for the groups of users (Cash register clerks, Administrators, Waiters) in the Access\Tablet user Groups screen

* Assign tablet Users to the corresponding Users Groups in the Access\Tablet users screen

in the Administration panel:

  • Check the availability of the goods in the Menu in Products \ Elements of the price. Set the necessary price (left top), see the missing items.
  • Check whether the Price and the Point of Sale match in the Settings \ Places \ Price field.
  • Check compliance Access \ Users Web panel \ User \ Login and Administrator of the Place under which you logged in to the Tablet.
  • Check the conformity of the Facilities to the User: Access \ Users Web panels \ Institution \
  • After editing the data in the Administration Panel, to update the information on the tablet, restart the Mobile Application

You can find the list of available printers (network, bluetooth and usb) in the printer’s card: Administration panel\Settings\Printers\Printer type field.

Actually, the list of printers models (both for Android and iPad) working with the program is much larger than the list present in the printers card.

To check the compatibility of a new printer, send us the name of its model

Yes, the full version of the application is available for iPad.

A stock balance in the warehouse can be defined in the Administration panel:

  • Stock\Reports\Products stocks movements
  • Stock\Inventory

The following are minimum requirements to successfully install and run our Program:

* OS Android version 2.3 and upper
* iOS (for iPad)

For convenience of use, we recommend to use tablets having a minimum 10-inch screen.

Our application allows working both with USB barcode scanners connected to the tablet via a cable and with Bluetooth scanners.

The program defines the most popular Dishes (Products) based on the sales statistics for the last 30 days.

It means that the program will offer Dishes or Products in the Popular section according to these data

Z-report is a special type of receipt printed on a cash drawer. It contains information of a day report. After running the End day function, the cash register will automatically reset its internal storage memory and all data will be saved and feed into the cash register fiscal memory. This report allows balancing cash drawers every day. Besides, the Payment transactions register is completed on the basis of this report. Thus following a consistent set of closing procedures (including printing and gluing your Z-report in the appropriate section of the Payment transactions register)  is essential to protect your establishment assets and avoid financial penalties for late capitalization of cash in your cash drawers.

When and haw many Z reports should be printed?

  • When your establishment or point of sale is open, it’s essential to produce a Z-report. At the end of the shift or day (in 24 hours at latest), you must reset the cash drawer, print a report and complete the Payment transactions register based on this report even if you came to work, switched on the till and performed an “internal payment” but you didn’t have a single customer, and you didn’t execute any payment transactions with cash.
  • When your establishment has days-off according to the validated working hours, it is not necessary to produce a day report.

SmartTach POS technology offers you the possibility to work in the Mobile Application on the tablet even without Internet but in this case keep in mind the following particularities:
* Once you run the application on the tablet, the status of the directory (tables with settings) will correspond to the last synchronization with the Cloud.

* During this period of offline work, all products supply requests as well as the information about sales will be accumulated on the tablet.

* Documents exchange between the tablet and the Administration panel will be executed automatically as soon as the Internet connection becomes available

* Nevertheless the Internet connection is absolutely mandatory during the first launch of the Mobile Application on the tablet.

If you want to set a goods quantity (weight) as a mandatory value when adding a new item, it means that a dialogue box will be displayed automatically requesting to input product quantity (weight), you should set a flag in the Administration panel: Products\Products and Dishes\Weight

You can use the Weight flag both for loose and draught goods.

If you need to add a reason of an order or guest check cancellation, go to the Administration panel:

* Settings\Additional settings\Reasons of the closed order opening

* Settings\Restaurant\Guest check cancellation reasons

and tap the Create button.