Hello, hi there!
Don't know what to do? You're in the right place!
Try these steps first
Before reaching out to our team, these steps resolve most common issues:
Restart the POS app and the affected iPad or device.
Check that all devices are on the same Wi-Fi network.
For printer issues: open Printer Settings and confirm the printer shows a green tick and is toggled on.
For sync issues: go to Settings > Connection on the slave POS and reconnect to the Master IP address.
For login issues: use the Forgot Password link on the login screen, or email support@abacus.co for credential resets.
For orders not appearing: confirm the Master POS is online and that sync is enabled under Settings > Connection.
If none of the above resolves your issue, use one of the support channels below.
Desktop
Help Centre (app.abacus.co) - that's where you are right now!
On the Abacus back end, you'll always be able to access our Help Centre through the in-chat search function!
Click the chat bubble
Click New Conversation
Under Try Our Help Centre, type your enquiry and press enter
You will be redirected to the Help Centre
Browse the suggested articles
Live Chat
If you still need help, create a New Conversation and ask away!
Click the chat bubble
Click New Conversation
Type your enquiry and press enter
A member of the support team will respond to your enquiry
iPad
Live chat via POS
Tap the headset icon
Tap Support - Live Chat
Type your enquiry
Press send
A member of the support team will respond to your enquiry
Live chat via other apps, e.g. KDS and Customer-Facing Display (beta)
Go to the Settings via the cogwheel button
Scroll down on the right panel
Press Start Live Chat Support.
Screen sharing
After initiating a chat, a member of the support team may ask you to share your screen.
IMPORTANT: Starting a screen share will not request support. You must first initiate a live chat to get in touch with the support team.
To share your screen via POS:
Tap the headset icon
Tap Support - Screen Sharing
A member of the support team will join you
To share your screen via KDS (beta) or Customer-Facing Display (beta), go to the Settings page via the cogwheel button and press Start sharing your screen.
Send an e-mail to support@abacus.co to resolve:
Credential issues, where you are receiving a “login failed” error
Reporting enquiries, for sales discrepancies, menu changes, new users, and backend questions