Live chat
Inside PlanIt EPOS, during working hours. Fastest route for anything urgent.
Open the appSupport
Help from someone who knows what a GRN is
Support is included in the subscription, and it is not a call centre reading a script. When you ask about allocating a payment or a part-received order, the person replying knows what you mean.
support@planitepos.com — best for anything that needs a screenshot or a document reference.
Email supportSystem status
Check whether an issue is affecting everyone before you spend time on it.
View statusWhat to include when you contact us
The fastest replies come from the messages that let us reproduce what you saw. If you can, include:
- What you were trying to do, in your own words
- The document or product reference involved — an invoice number, SKU or PO number
- What happened instead, and whether it happens every time
- Which till or device, and roughly what time
- A screenshot, if there is anything on screen worth seeing
If something is stopping you trading, say so in the first line. That is the one thing that moves a message to the front of the queue.
Response times
During working hours (monday to friday, 8am – 6pm) we aim to reply to anything stopping you trading within the hour, and to everything else the same working day. Outside those hours, urgent messages are picked up at the start of the next working day — but remember that a connection problem does not stop the counter, because the tills keep trading offline.
Before you call about a stock figure
Open the product and read its movement history first. Nine times in ten the answer is there: a delivery booked in twice, an adjustment with a reason attached, or a sale posted against a similar product. Bringing that history to the conversation makes it a short one.
Common questions
The till will not connect. What should we do first?
Carry on serving. PlanIt EPOS is offline-first, so sales continue to be rung through, priced and receipted, and queue on the device. The till shows how many sales are waiting. Once the connection returns they synchronise automatically, in order and without duplicates. Then check the status page to see whether it is a wider issue.
A stock figure looks wrong. How do we find out why?
Open the product and look at its movement history. Every sale, delivery, transfer, return and adjustment is recorded as its own entry with a reason, a timestamp and the user responsible, so you can follow the quantity back to the event that caused it rather than simply correcting it again.
We applied a price import we should not have. Can it be reversed?
Contact support with the import reference. Because cost changes are recorded rather than overwritten, the previous costs can be identified and restored. Tell us before you start correcting products by hand — that makes it considerably harder to unpick.
How quickly will someone reply?
During working hours we aim to respond to anything stopping you trading within the hour, and to everything else the same working day. Merchants using PlanIt EPOS also have live chat inside the application.
Can you help us train a new starter?
Yes. Ask and we will run a short session for them. Counter staff are usually serving confidently within a morning, and the video library covers most jobs individually.
Not a customer yet?
Support like this is included from day one, along with onboarding, data import and staff training.
Monthly subscription · No long-term contract · Onboarding included