# Contact SmartPOS Hub support - what to include > How to reach SmartPOS Hub support through the contact page, what to include so we can help on the first reply, and what to check before you write. Source: https://docs.smartposhub.com/help/contact-support/ Last updated: 2026-10-30 Product: SmartPOS Hub (https://smartposhub.com) Need help with SmartPOS Hub that these docs don't answer? Send a message to the SmartPOS Hub support team through the contact page at **[smartposhub.com/contact](https://smartposhub.com/contact/)**. This page explains what to check first and what to include in your request, so we can solve it on the first reply. ## Before you write Many questions are answered in a minute here: - **A menu or feature is missing** → check the plan, the module switch and your role. See [Troubleshooting](https://docs.smartposhub.com/help/troubleshooting/#a-menu-button-or-feature-is-missing). - **A message you don't understand** → search the message text with the search box at the top of these docs, or see [Troubleshooting](https://docs.smartposhub.com/help/troubleshooting/). - **A problem in the phone app** → see [Troubleshoot the SmartPOS Business app](https://docs.smartposhub.com/business-app/troubleshooting/). - **A word you don't know** → see the [Glossary](https://docs.smartposhub.com/help/glossary/). - **Something about your staff's access** → your business owner or admin can usually fix it in **User Management › Users** and **User Management › Roles**. ## Send a support request 1. Open **[smartposhub.com/contact](https://smartposhub.com/contact/)**. 2. Fill in **Your name**, **Email**, **Business name**, **Country** and **Your trade**. **Phone or WhatsApp** is optional. 3. Under **What do you need?** choose **Help with my account**. 4. In **Anything we should know?** describe the problem using the checklist below. 5. Press **Send**. You get the reply by e-mail. Prefer to talk it through? Book a call on the [booking page](https://smartposhub.com/book/), for example a live demo for your trade or a call about moving from another POS. ## What to include The more of this you include, the faster we can help: | Include | Example | |---|---| | **Your business name** and the e-mail you sign in with | "Green Valley Mart, owner's login" | | **Where it happens** | Web app, SmartPOS Business app or SmartPOS Shopper app; which location | | **The screen** | The menu path, for example **Sell › All sales**, or the page address in the browser | | **What you did, step by step** | "Picked the customer, pressed Credit Sale…" | | **What you expected and what happened** | "Expected the sale to save; got a credit limit message" | | **The exact message** | Copy the text, or attach a screenshot | | **When it started** and whether it happens every time | "Since this morning, on every till" | | **Device and browser** | "Windows laptop, Chrome" or "Android phone, app version from **Settings › About**" | | **What you already tried** | "Reloaded, signed out and in, checked the role" | | **A record number**, if one is involved | Invoice number, purchase reference, offline reference | **From the SmartPOS Business app:** open **Settings › Help & support**, tap **Copy diagnostic info** and paste it into your message. It contains technical details only, no passwords or personal data. **Caution:** Never send passwords, two-step sign-in codes, recovery codes or full card numbers — not in the form, not in a screenshot. Support never asks for them. Cover them before you take a screenshot. ## Things only support can do Some requests can't be done from your own settings. Ask us for: - **Adding a module to your plan** or questions about which plan includes it. Prices are on [smartposhub.com/pricing](https://smartposhub.com/pricing/). - **Getting SmartPOS Connect**, the shop-phone app. It isn't on Google Play. SmartPOS Business and SmartPOS Shopper install from Google Play only: [SmartPOS Business](https://play.google.com/store/apps/details?id=com.smartposhub.business), [SmartPOS Shopper](https://play.google.com/store/apps/details?id=com.smartposhub.shopper). - **Getting back in when you are the only admin** and can't sign in or have lost two-step sign-in. Write from the e-mail address on the account. - **Billing questions** you can't solve on **Settings › Package Subscription**, such as a payment waiting for approval. - **Help moving your data** from another POS or a spreadsheet. ## Response times and languages - We reply **within 4 business hours** in your market (USA, UAE and Pakistan). - Messages sent after hours are answered the next business morning. - Replies in **English, Urdu, Arabic and Spanish**. ## Your customers' questions Shoppers who use the SmartPOS Shopper app have their own help site at [shopper.smartposhub.com](https://shopper.smartposhub.com/). Questions about an order or a balance at your store should go to you, the store, for example through [app chat](https://docs.smartposhub.com/online/website-chat-and-app-chat/). ## Related pages - [Troubleshooting](https://docs.smartposhub.com/help/troubleshooting/) — Fix common problems yourself first. - [FAQ](https://docs.smartposhub.com/help/faq/) — Quick answers by topic. - [Glossary](https://docs.smartposhub.com/help/glossary/) — Every POS term explained. - [Account security](https://docs.smartposhub.com/modules/account-security/) — Two-step sign-in and recovery codes. ## Frequently asked questions ### How do I contact SmartPOS Hub support? Use the form on smartposhub.com/contact/. Choose Help with my account under What do you need? and describe the problem. You can also book a call from the same page. ### How fast do you answer? Within 4 business hours in your market. Messages sent after hours are answered the next business morning. ### Which languages can I write in? English, Urdu, Arabic or Spanish. We reply in the same language. ### Should I send my password? No. Never send passwords, two-step sign-in codes or recovery codes to anyone, including support. We never ask for them. ### Can support add a module to my plan? Yes. Tell us which module you need, such as Offline POS or Website, and we explain which plans include it or help you change plan. ### How do I get the SmartPOS Connect app? SmartPOS Connect isn't on Google Play. Contact support through the contact page and say how many shop phones you want to pair. ### I'm locked out and I'm the only admin. What do I do? Contact support from the e-mail address on your account, with your business name. We confirm it is you before we help you back in.