Support

Help when something
goes wrong in service.

If VidiPOS is running at your venue and something isn’t working: here is how to reach us, and what you can do yourself right away during service.

Email

office@vidipos.com

Write any time – we handle your email during support hours. Tell us briefly which till and which device are affected.

Support ticket

Open a ticket

In the back office under “Support”: describe your issue, see status and history, reply directly. We are notified of every new ticket.

Phone

0731 25089010

Monday to Friday, 9 am–12 pm and 1–6 pm.

WhatsApp

Number coming soon

Support via WhatsApp Business on request – only if you choose this channel yourself. Do not send PINs, login details or tax data this way. With WhatsApp, Meta processes your data. More in our privacy policy

Response times

We classify every report by its impact: till down (S1) → response within 2 support hours, essential function restricted (S2) → 4 support hours, everything else and how-to questions → 8 support hours. Support hours count Mon–Fri 9 am–12 pm and 1–6 pm. Outside office hours there is no support; in offline mode you keep taking cash payments on the main device.

Something wrong? Three cases, three steps.

The most common problems in service and what you can do right away – without waiting for us.

  1. Internet down: carry on in offline mode

    Keep taking orders as usual. You can take cash payments on the main till device, and the receipt comes from the printer on the local network. Card payments and the Z report wait until the connection is back; then VidiPOS syncs everything by itself.

  2. Printer not printing: restart it, receipt via QR

    Check power, paper and network cable and restart the printer. Until it’s running again, the till shows the receipt as a QR code for the guest to scan; you print the receipt later with “Reprint”.

  3. TSE warning: keep going

    If the TSE doesn’t respond, the till keeps booking anyway. The outage is logged and checked again in the background; just keep taking orders. If the warning persists, get in touch with us.

Keep reading

  • GuidesStep by step through items, tills, devices, printers and closing.
  • FAQShort answers on TSE, Kassenmeldung, contracts and hardware.
  • Supported devicesTablets, phones, printers, cash drawers and card terminals at a glance.
  • Log inYour back office runs on VidiReserve.
  • Offline modeWhat the till can and can’t do during an internet outage.

FAQ

Service & support

Setup and service

What happens during personal onboarding?

In a video session we set up the till together with you: menu (we take care of the import from your list), operators and permissions, printers and the first closing. It includes 60 to 90 minutes of training for your team. Onboarding costs €99 net one-off; setting up yourself is free.

What does support cost?

Help centre, support tickets in the back office and email support are included in every plan, phone support in VidiPOS Gastro and Bar. There is no service fee and there are no hidden costs; you only pay what is on the pricing page.

Who looks after me?

The team of VidiScope GmbH from Senden near Ulm – the same team that runs VidiReserve. Reservations, invoices and the till come from one source.

Is support different for the counter till and Gastro?

Yes, in one way: with the counter till you reach us via the help centre, support ticket and email. VidiPOS Gastro and Bar also include phone support during office hours.

Is there support via WhatsApp?

Yes, on request via WhatsApp Business; we will publish the number here as soon as the account is set up. Only use WhatsApp if you choose this channel yourself, and do not send PINs, login details or tax data that way – email and phone are there for that. Meta also processes the data; details are in our privacy policy.

Do you help with setup on site?

On request, yes. We tell you the price beforehand; it depends on effort and distance.

How quickly do you reply?

We classify every report by its impact: till down (S1) → response within 2 support hours, essential function restricted (S2) → 4 support hours, everything else and how-to questions → 8 support hours. Support hours count Mon–Fri 9 am–12 pm and 1–6 pm. Outside office hours there is no support; in offline mode you keep taking cash payments on the main device.

And if something fails during service at night?

That is what offline mode is for: if the internet goes down, you keep taking orders and take cash payments on the main till device, and the receipt comes from the printer on the local network. Once the connection is back, VidiPOS syncs everything – service carries on, even if we only reply in the morning.