Search this Help Center first, then try the in-app AI support chat behind the Support menu entry, or the support options on the website. Videos, live demos, a status page, and release notes round out the picture.

Whether you're stuck mid-sale or planning a migration, help is close by — and most of it doesn't involve waiting for a reply. Here's where to look, roughly in the order worth trying.

Search this Help Center

These articles are searchable and cover the whole product, module by module, in both English and Spanish — every article has a twin in the other language, so a bilingual team can share the same links. If you're chasing a specific problem rather than learning a feature, troubleshooting common issues collects the ones that come up most.

Ask inside the app

An AI support chat is built into the app, so you can ask a product question without leaving the screen you're on — useful for "where is that setting" moments at the counter. Two places open it:

• The Support entry in the left menu.
• Support in your avatar menu (top-right corner).

Either opens the chat bubble in the corner of the screen. If your store prefers not to show the chat, an admin can hide it: check Hide AI Support Chat Bot in Store Config → Application Settings. With the chat hidden, the same Support links open the Help Center website in a new tab instead, so help stays one click away either way.

Don't confuse the support chat with POS Genie, the AI entry with the AI badge in the left menu: the support chat answers questions about the product, while Genie answers questions about your own store's data — sales, inventory, trends. See Genie.

Contact support

When you need a person, use the support page or contact form. Three things make any ticket faster to resolve, so include them up front:

• Your store URL (yourstore.phppointofsale.com).
• The exact steps you were taking when the problem appeared.
• A screenshot of any error you see.

Watch, or get a walkthrough

• Product walkthrough videos live on YouTube — the playlist is linked from the help center index and from the demo page.
• For a live, one-on-one look at the product with a real person, book a demo.
• If you're setting up or migrating and want hands-on help, onboarding services are available.

Status and release notes

If the service seems unreachable, check the status page at status.phppointofsale.com before troubleshooting your own network — it tells you in seconds whether the issue is on your end.

When something in the app looks new or has moved, two places list what changed:

• The latest updates icon in the top bar opens the in-app changelog of recent releases.
• Change Log in your avatar menu opens the What's New page, which lists what each release brought; see also updates and new versions.

Request a feature

Feature requests have their own home: choose Request & Discuss Features in your avatar menu to open the feedback site, where you can propose features, vote on other stores' requests, and get notified as they're developed. Requests there reach the development team directly, so it beats putting feature ideas in a support ticket.

When support signs in to your store

Sometimes the fastest fix is for support to see your store directly. When you ask for help, support staff can access your store only through an audited support sign-in: access happens through that controlled path with single-use credentials, it's tied to your request, and it's logged. You never need to hand over your own password — and support will never ask for it.

If you're brand new and just want the guided path, start with your first day: store setup — and come back here whenever you get stuck.

Common questions

How do I reach a real person? Use the support page or the contact form, or book a one-on-one demo if you want a guided walkthrough rather than a fix.

Where did the in-app support chat go? An admin has hidden it with Hide AI Support Chat Bot in Store Config → Application Settings. Untick that box to bring the chat bubble back; while it's hidden, the Support menu entries open the Help Center website instead.

What's the difference between the Support chat and POS Genie? The Support chat answers questions about how PHP Point Of Sale works. POS Genie answers questions about your store's own data — sales figures, inventory, trends. Genie is a plan feature; see Genie.

Is PHP Point Of Sale down, or is it just me? Check status.phppointofsale.com. If the status page reports a problem, there's nothing to fix on your end; if it's all green, look at your own network and browser next — troubleshooting common issues helps.

What should I include in a support request? Your store URL, the exact steps that produce the problem, and a screenshot of any error. Those are the first three things support asks for, so sending them up front usually saves a whole round trip.

Does support need my password to look at my store? No. Support uses its own audited, logged sign-in path tied to your request. Never share your password with anyone — support included.

Where do I suggest a new feature? Request & Discuss Features in your avatar menu opens the feedback site, where you can post and vote on feature requests.

Something changed after an update — where do I see what's new? The latest-updates icon in the top bar, or Change Log in the avatar menu, lists every release's changes. See updates and new versions.