Support
Existing PlatinumPOS client? Get the help you need. Our technical team is ready to assist.
Get Help
How Can We Help?
Choose the support option that fits your situation. For urgent issues, call us directly for the fastest response.
Phone Support
Call our technical support team directly. We are available 24/7/365 — we never close.
South Africa
USA
Remote Support
Our technicians can connect to your system remotely to diagnose and resolve issues in real time. No waiting for an on-site visit for most problems.
On-Site Support
For hardware issues, installations, or situations that cannot be resolved remotely, we dispatch a technician to your location.
On-site visits scheduled based on priority and agreement.
FAQ
Frequently Asked Questions
Check that the power cable is securely connected to both the terminal and the wall socket. If you have a UPS/inverter, ensure it is powered on. Try a different power socket. If the terminal still does not power on, contact our support team for further diagnosis.
Check that the printer is powered on and connected (USB or network cable). Open the printer cover and check that the paper roll is loaded correctly — the thermal side must face the print head. Try printing a test page from the printer's own controls. If the issue persists, contact support for a remote check.
Navigate to the Day End Procedures from the main control screen. The system will guide you through counting your cash drawer, confirming card totals, and printing the shift report. Follow the prompts to complete the cashup and close the day.
Go to the Stock/Menu management area from the control software. Select the appropriate department or category, then add a new item with the correct name, price, and tax settings. For restaurant items, assign it to the correct screen and printer. Changes take effect immediately on the POS terminal.
Yes, if you have PlatinumPOS Cloud enabled. You can access sales reports, stock reports, and staff data from any web browser on any device. Contact us to set up cloud access for your account.
If you have a PlatinumPOS UPS or inverter solution installed, your system will continue running on battery power. We recommend a UPS that gives you enough runtime to trade through typical load shedding stages. Talk to us about sizing the right backup power solution for your operation.
From the control software, navigate to Staff Management, select the staff member, and update their password or PIN code. You need manager-level access to change staff credentials. If you have lost your manager access, contact support to reset it securely.
Log a Request
Submit a Support Request
Describe your issue below and our technical team will get back to you as quickly as possible.