Contact Verimly support

When the help centre does not answer your question, write to Verimly support. In the back office you can chat live when someone is online, or leave a message that we answer by email and in the same conversation. Most problems are solved fastest when your first message already has the details below.

Before you start

• Sign in to the back office. Support requests are tied to your business, so the help centre asks you to sign in first.
• Anyone with a back-office account can write. On the till, sending a request needs a manager's PIN.
• Try the quick fixes first when they apply: connection, app-trouble, login.

Start a conversation in the back office

1. 1Open the Help centre (bottom of the sidebar) and choose Support requests.
2. 2Choose New message.
3. 3Write in the box How can we help?. Say what you did, what you expected and what you saw instead.
4. 4Pick a Topic: Question (the default), Something isn't working, Billing, Idea or request or Other.
5. 5Under Related articles you may see up to 3 guides that match what you typed. They open in a new tab, so your text stays.
6. 6To add images, choose the paperclip (Attach images), or paste or drop them into the box.
7. 7Choose Start chat if someone is online, otherwise Send.

At the top, a dot shows Online or Offline. When someone is online you can still choose Send as email instead, and Chat instead switches back.

Live chat

After Start chat you see Finding someone for you… with a countdown. Stay on the page. When someone joins, the conversation shows the agent's name followed by joined, and you can write back and forth.

• If nobody joins within 3 minutes, your message turns into a normal request. It is saved and we reply by email and in the thread: Turned into a request — we'll reply by email.
• A chat with no message for 30 minutes ends by itself. Either side can end it; you can choose End chat in the More menu.
• While a chat is waiting or live, the More menu also offers Turn on notifications (for when the tab is in the background) and Mute alerts. Alerts play a short sound when someone joins or replies.

Messages and email

If you send a request, we reply by email and in the conversation under Support requests. The newest conversations come first, with a dot for replies you have not read.

Attachments

You can attach images to a new message, a chat or any reply: JPEG, PNG or WebP, up to 10 MB each, at most 5 per message. Screenshots show errors much faster than a description.

• The messages is not a JPEG, PNG or WebP image, is larger than 10 MB and At most … images per message tell you which rule was broken.
• Images are private to your business and Verimly support. Take care that a screenshot does not show guest personal data you do not need to share.
• The till cannot attach images. Add them later from the back office.

Statuses

Open conversations show in the Open filter, finished ones under Solved.

What to include

The more of these you give, the fewer questions we need to ask:

• What happened, step by step, and what you expected.
• The order number, or the table and the approximate time, if it concerns an order or payment.
• The device name (for example Front counter) and which screen.
• The date and time it happened and whether it still happens.
• The error code or message, copied exactly: for example NETWORK or PIN_LOCKED.
• A photo or screenshot of the screen.
• The location, if you have several.
• The app version from Settings › Devices.

Never include passwords, PINs, backup codes or one-time codes.

Send it from an error message

When Verimly shows an error with a Contact support link, choose it: the message opens with Error details attached (error code, request ID and the screen). You can remove them with the cross if you prefer. Choose Something isn't working as the topic.

From the till

On the POS open Settings › Get help. A manager's PIN is needed to start a chat or send a request: Ask a manager if you are not one. Replying in a chat and ending it do not ask again. Details about the till are added for you under Included with your request: device, app version, location, card reader, printers, connection state, and any error code and screen. If someone is online you can choose Chat with us; otherwise leave a message. We reply by email and in the back office under Help centre › Support requests.

Common questions

How fast do you answer?

When someone is online, usually within minutes. When nobody is online we reply by email, usually within a day.

I did not get an email reply

Check the spam folder. The reply is also in Support requests in the back office.

Can I use support without signing in?

No. If you cannot sign in at all, ask your business owner to write for you, or see login and password-reset.

Can I see old conversations?

Yes. Choose Solved under Support requests to see finished ones.

Still not working?

Reply in the same conversation instead of opening a new one, so everything stays together.