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General Support Information
We take pride in both the quality and reliability of our tools, and our customer service. Our Customer Success & Support staff have advanced general technical skills, and deep experience specifically with Paytronix tools. We are committed to being available when you need us. Click to review our support Service Level Agreements (SLAs).
Paytronix provides Tier 2 support. If you are experiencing a problem, and you believe it is related to anything Paytronix, your first call should be to your IT Team's Help Desk, or designated corporate contact. This is often someone in IT or Operations who is dedicated to POS support, or a POS support hotline. If your IT Team cannot resolve the issue, they will contact Paytronix. We will work with them directly as your authorized support contact to resolve the problem.
We provide documentation to all clients during the implementation process. Please make sure you get a copy of all Paytronix documentation provided to your organization.
Paytronix provides training to your designated training contacts (often IT Teams, Operations Teams, and Marketing Teams). We do not generally provide direct training to franchisees, store managers, or other on-site personnel. For operational consistency and security, training should come from a corporate training contact.
Emergency Support
Paytronix provides emergency support 24/7/365.
What's an emergency? We define an emergency as a system that cannot process gift, loyalty, or comp transactions from any POS terminal.
Emergency Support: 617-649-3300, extension 1.
Support For Franchisees, Store Managers, and POS Dealers
Franchisees have access to Paytronix products at their locations (on POS, and back-of-house machines), and via the Paytronix Merchant Portal (PXS).
We do not provide a direct support line for franchisees, or store managers. All support questions including: installation questions, training questions, and troubleshooting questions should be directed to your corporate IT Team or IT Help Desk, or escalated as directed by your organization's policies.
POS dealers who support franchisees should also direct calls to their IT Team or IT Help Desk.
For additional information, please refer to the article: How do I contact Paytronix Support?.