Quick answer: Try the quick fixes below first. If they don't work, use live chat (headset icon on the POS), call 1300 445 483 (7 AM–11 PM Sydney/Melbourne time, every day) or email support@nomni.ai for issues that don't stop trade, with your venue name and the iPad's Device Register Code ready.
Most problems can be fixed in a couple of minutes. Try the quick fixes below first. If they don't work, contact us and have the details from Before you contact us ready so we can help faster.
Quick fixes to try first
Anything not working
Close the Nomni POS app fully: swipe up from the bottom of the screen and pause (or double-press the Home button), then swipe the app away.
Open the app again and log in.
Check the App Store for a Nomni POS update and install it.
Printer not printing
Check the printer is switched on, has paper and the cover is closed.
On the POS, open Printer Settings and check the printer is selected and toggled on.
If the POS shows a printer alert, follow the steps in Printer and payment alerts on Nomni POS.
Orders not showing on another iPad (Master and Slave)
Check every iPad is on the same venue Wi-Fi.
Check the Nomni POS app is open on the Master iPad.
On the Slave, go to Settings > Connection and check the Master appears in the Server List. If it doesn't, enter the Master's DEVICE ADDRESS (shown under Settings > Connection on the Master) and connect.
Can't log in
On the login screen of the Nomni app or Nomni Console, tap Forgot password.
Enter the email address on your account.
Follow the link in the email. Your new password needs at least 8 characters, including at least 1 letter, 1 number and 1 special character.
Duplicate orders or totals look too high
Update the Nomni POS app to the latest version from the App Store, then check again.
Before you contact us
Have these ready. They let us find your venue and device straight away:
Your venue or business name.
The Device Register Code of the iPad with the problem (Settings > Device Options).
The order or invoice number, if the problem is about a sale or refund.
If the POS showed an alert, the details under it (for example Code, Store HQ and Register). You can read these out to us.
Contact Nomni Support
Live chat on the POS (iPad)
Tap the headset icon. The chat button appears on screen.
Tap the chat button to open live chat.
Choose your language, describe the problem and tap send.
Live chat on KDS and the Customer-Facing Display
Open Settings with the cog button.
Scroll down the right-hand panel.
Tap Start Live Chat Support.
Live chat on a computer or phone
Open Nomni Help Center or Nomni Console (app.abacus.co), click the chat bubble, then New conversation. This also works on your phone if the POS is down.
Phone
1300 445 483 (from outside Australia: +61 1300 445 483). 7 AM to 11 PM Sydney/Melbourne time, every day.
support@nomni.ai is best for things that don't stop trade: account lockouts and username problems, reporting and sales discrepancies, menu changes, adding users, and Nomni Console questions. For a password reset, tap Forgot password? on the POS login screen, or click Recover on the Nomni Console login page.
If the issue is stopping you trading, use live chat or phone rather than email.
After you contact us
If our AI assistant can't fix it, it passes your conversation to our team along with what you've already told it and tried, so you won't need to start again.
You'll get replies in the same conversation, and by email if we have your email address.
If you already have an open conversation about the problem, reply to that one instead of starting a new chat, email or WhatsApp message. That keeps everything in one place with one teammate, and you won't be asked the same questions twice.