POS and terminal access
Check the internet connection, terminal authorization and current app version. Staff PINs are managed by the restaurant.
MenuSnap support
Help for restaurants using MenuSnap
Use this page for MenuSnap POS, merchant dashboard, QR ordering, KDS, customer display and printing support. Please do not send passwords, PINs, full card details or secret keys by email.
Include in your request
- 01Account email and restaurant name
- 02Affected product and device model
- 03App version, date, time and time zone
- 04Order number or payment reference when relevant
- 05Screenshot of the error with sensitive data hidden
Start with the affected area
Printing
Confirm the printer is powered on, has paper and is connected by the configured USB, network or Bluetooth method.
Payments
If a result is uncertain, do not repeat the charge. Record the order number, amount, time and payment method before contacting support.
Security or privacy
Report suspected unauthorized access promptly. Do not include credentials or full payment-card information.
Account and sign-in
Merchant accounts must be activated through the email link before sign-in. Password reset links are sent only through the registered email address.
POS and KDS devices must be authorized for the correct restaurant. Restaurant owners control staff access, roles and PINs in the merchant dashboard.
Orders, bills and synchronization
For an order or bill issue, include the store order number, system order number if visible, table or service type, exact time and expected amount.
When a payment or synchronization result is unclear, keep the app open and avoid repeating the action until the current status has been checked.
Devices and printing
Provide the POS operating system, MenuSnap version, printer connection type, printer model and the exact result of a test print.
A successful system test print confirms the device connection but does not by itself confirm that receipt routing and restaurant print rules are configured correctly.
Privacy and data requests
Use the same support email for access, correction, deletion, restriction, portability or objection requests. We may need to verify the requester before acting.
Guests should normally contact the restaurant first about order or loyalty data because the restaurant determines how that data is used. MenuSnap will assist the restaurant where required.