Contact SmartPOS Hub support - what to include

Need help with SmartPOS Hub that these docs don’t answer? Send a message to the SmartPOS Hub support team through the contact page at smartposhub.com/contact. This page explains what to check first and what to include in your request, so we can solve it on the first reply.

Before you write

Many questions are answered in a minute here:

• A menu or feature is missing → check the plan, the module switch and your role. See Troubleshooting.
• A message you don’t understand → search the message text with the search box at the top of these docs, or see Troubleshooting.
• A problem in the phone app → see Troubleshoot the SmartPOS Business app.
• A word you don’t know → see the Glossary.
• Something about your staff’s access → your business owner or admin can usually fix it in User Management › Users and User Management › Roles.

Send a support request

1. Open smartposhub.com/contact.
2. Fill in Your name, Email, Business name, Country and Your trade. Phone or WhatsApp is optional.
3. Under What do you need? choose Help with my account.
4. In Anything we should know? describe the problem using the checklist below.
5. Press Send. You get the reply by e-mail.

Prefer to talk it through? Book a call on the booking page, for example a live demo for your trade or a call about moving from another POS.

What to include

The more of this you include, the faster we can help:

Include	Example
Your business name and the e-mail you sign in with	“Green Valley Mart, owner’s login”
Where it happens	Web app, SmartPOS Business app or SmartPOS Shopper app; which location
The screen	The menu path, for example Sell › All sales, or the page address in the browser
What you did, step by step	“Picked the customer, pressed Credit Sale…”
What you expected and what happened	“Expected the sale to save; got a credit limit message”
The exact message	Copy the text, or attach a screenshot
When it started and whether it happens every time	“Since this morning, on every till”
Device and browser	“Windows laptop, Chrome” or “Android phone, app version from Settings › About”
What you already tried	“Reloaded, signed out and in, checked the role”
A record number, if one is involved	Invoice number, purchase reference, offline reference

From the SmartPOS Business app: open Settings › Help & support, tap Copy diagnostic info and paste it into your message. It contains technical details only, no passwords or personal data.

Caution

Never send passwords, two-step sign-in codes, recovery codes or full card numbers — not in the form, not in a screenshot. Support never asks for them. Cover them before you take a screenshot.

Things only support can do

Some requests can’t be done from your own settings. Ask us for:

• Adding a module to your plan or questions about which plan includes it. Prices are on smartposhub.com/pricing.
• Getting SmartPOS Connect, the shop-phone app. It isn’t on Google Play. SmartPOS Business and SmartPOS Shopper install from Google Play only: SmartPOS Business, SmartPOS Shopper.
• Getting back in when you are the only admin and can’t sign in or have lost two-step sign-in. Write from the e-mail address on the account.
• Billing questions you can’t solve on Settings › Package Subscription, such as a payment waiting for approval.
• Help moving your data from another POS or a spreadsheet.

Response times and languages

• We reply within 4 business hours in your market (USA, UAE and Pakistan).
• Messages sent after hours are answered the next business morning.
• Replies in English, Urdu, Arabic and Spanish.

Your customers’ questions

Shoppers who use the SmartPOS Shopper app have their own help site at shopper.smartposhub.com. Questions about an order or a balance at your store should go to you, the store, for example through app chat.

Related pages

TroubleshootingFix common problems yourself first.

FAQQuick answers by topic.

GlossaryEvery POS term explained.

Account securityTwo-step sign-in and recovery codes.