01 Ask a question
Support opens over the screen you are on, so you can ask about what is in front of you.
- Choose Contact support at the foot of the side menu, under Help & tutorials.On a computer, the lifebuoy at the top right opens it too, and so does the button at the top of the Help & tutorials page. On a phone the top bar has no room for the lifebuoy, so use the side menu or the Help page.
- Write your question and send it.Octyn passes on the page and the outlet you were on, and the version of the app you are using, so you need not explain where you are.
02 What to put in your message
A few details in the first message usually save a round of questions, and get you a useful answer sooner.
- Say what you were trying to do, and what happened instead.For example: “I closed the Morning shift, but the sales did not post.”
- Copy any message Octyn showed, word for word.The exact wording of an error tells the team far more than “it did not work”.
- Name the record involved: the business date and shift, the invoice number, the customer or the staff member.Never send passwords, PINs or two-factor codes. The support team never needs them.
03 Read the reply
Replies come back inside Octyn, in the same conversation, so the history stays together.
- A red number on Contact support counts the replies you have not read yet.On a computer the lifebuoy shows the same count.
- Open it to read them and carry on the conversation.
- If support cannot open, Octyn says so. Try again in a moment, or write to hello@octynerp.com instead.
Done. Stuck on a screen? Ask from that screen. Open it in Octyn.