How to Contact Your iPOS Support Team

Reaching the iPOS Support Team

At iPOS we realize when you need help, you need it now. Reaching our support team 24/7 is made easy using one of the following methods outlined below.

iPOS normal business hours are Monday through Friday from 9AM – 5PM, excluding holidays. Requests for support outside of those times will result in additional charges.

All support time is billable when working with you or on your behalf, regardless of resolution. 

When you need help or support for your POS system, please use one of the following methods:

Phone Support

Call 570-906-8598 Option # 3 for Support.

This is the best option for reaching our support team after-hours and for emergencies. When you call iPOS, an available team member will address your concerns. If our team is not immediately available, you will be greeted by our automatic attendant - please dial Option #3 for support and leave a message. Leaving a message in the iPOS support mailbox will notify our entire team, leading to a faster response.  Please refrain from leaving messages for specific team members as they may not be available.

Business Hours (Monday-Friday from 9am-5pm EST)
Please state the following when leaving a message for support:

  • Business name
  • Your name
  • Brief description of the reason for your call
  • The phone number the iPOS Support Team member should call

After Hours Emergency (Nights, Weekends, and Holidays)
Please state the following when leaving a message for support:

  • This is an emergency call requiring a return call as soon as possible
  • Business name
  • Your name
  • Brief description of the reason for your call
  • The phone number the iPOS Support Team member should call

Email Support

Email helpdesk@individualpos.com
This option is good for a question or non-emergent issues. Emailing the iPOS Help Desk will automatically create a ticket and notify the team of your request. An iPOS team member will respond as soon as possible.

Please state the following when sending an email to support:

  • Your company name and a brief description in the subject line of the email
  • Add a more detailed description of your question or issue in the body of the email
  • Provide the best way to contact you

If your request is an emergency, please call rather than submit your request via email.

Text Support

Text 570-906-8598

This option should be used for questions only as texts are checked when a team member is available to check them. Don't worry, communications via text will be noted in a support ticket for appropriate follow up and resolution - our goal is to allow you to initiate support in whichever method is best for you. Please note that response times for text messages may be slower than calls or emails as texts do not send notice to the iPOS Help Desk. 

Please state the following when sending a text to support:

  • Your name
  • Business name
  • Brief description of the reason for your text message

If your request is an emergency, please call rather than submit your request via text.

iPOS Help Center

Visit the iPOS Help Center

Have you explored the iPOS Help Center? This resource is available to you 24/7 and is full of support articles, FAQs, announcements, tips & tricks, and so much more! Your issue may already be addressed, allowing you to immediately resolve your request independently!


If you do not have an account, please create one during your visit.  You can then submit Support Requests and review previous Support Requests from within your account.

 

NOTE:  A faster response time will occur by calling and leaving a message for Support (Option 3).  

Reminder: By leaving a message (voicemail or email)  for a specific team member, please understand that you may not receive a call back until that person checks his or her messages.

 

Support FAQ


Why do I need a Support Ticket?
A support ticket allows the entire iPOS team to receive updates on your requests, questions, and needs. This allows for visibility between the team to best serve you as quickly and efficiently as possible. It also provides you with access to your requests and is a means of open communication between you and Team iPOS. 

Why contact the iPOS Support Team and not a specific team member?
To best serve you, it is important that requests and communications are shared with the entire team and directed to the general support channels. This allows any available team member to educate themselves on your needs and jump in to help, rather than waiting for an individual who may be unavailable. 

Why do I need an account for the iPOS Help Center?
We recommend that you create an account in the iPOS Help Center not only to access resources available to you as an iPOS client, but to utilize the Help Desk for your support needs. In order to open ticket attachments and review your organization's request history, you will need to login to your account. 

How will I be charged for support? 
Assistance from iPOS for our time and expertise is billable. You may choose to utilize free resources including the iPOS Help Center or direct support options that your POS solution provides. For example, Support from Revel and Lightspeed is included in your fees paid for Revel and Lightspeed. Intuit offers limited free support for QuickBooks Point of Sale. For additional billing questions and information, call (570) 906-8598 Option 3. 

 

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