Need Help With Artisan POS?
We have friendly support staff available to help you by phone or email
FOUR Things You Can Do
Contacting Technical Support
If you’ve already tried the Knowledge Base and the User’s Manuals (available to customers in our Download Area), and you still need help, you have the ability to call our technical support team. You may call us at 727-738-8188 (or the toll-free number provided with your support plan). If you call during normal hours and have a support plan, you will be immediately put in line for the next available US-based technician. (If nobody is available immediately, we will call you back, rather than making you wait on hold.) Without a support plan, you will first have to fill in some paperwork and pay a $75 for the 1st hour and $50/hr thereafter, with a one-hour minimum and billed in 15-minute increments.
You can also reach us by email at firstname.lastname@example.org; the charges are the same, but you may prefer to put your issue details in writing. Email response time varies greatly depending on staff availability, but is usually within one business day. For urgent issues, please call instead.
How to Send a File to Our Support Staff
You may occasionally need to send us one or more files in order for us to help you with a problem, or for other reasons, like Data Conversions, Custom Logos, etc. There are several ways to do this.
If you were not requested to do this by a support technician, make sure this is clearly associated with an existing open support ticket, or contact us immediately afterward so we can open a ticket. We cannot process files without an open support ticket.
You can use the following link to send us one or more files. If you’re sending multiple files (or a single large file that isn’t already compressed), it’s best to first “zip” them up into a single compressed zip “archive” file, using a tool like WinZip or JustZIPit, or with “Send To Compressed Folder” in Windows operating system.
Click following button to upload file(s). Please put your Store Name in the Subject field.
If you don’t have Internet access at your POS computer, but you do have it at another computer in the store, at home, or at a nearby friend’s or library, you can copy the file(s) onto a Flash Disk (a.k.a. USB Memory Stick) or CD (if you have a CD burner), take it to the other computer, and then use Method 1.
(If you’re sending your entire Artisan data, you can use Tools => Backup to write a single compressed backup file to the Flash Disk. For CDs, you must first backup onto your hard drive, then use Windows or a CD Burner utility program to copy the backup file to the CD.)
Otherwise, you can copy the file(s) to a CD, Iomega Zip Disk, Floppy Disk (if it’s less than 1.44 MB), or even a USB Flash Disk, pack it safely, and mail or ship it to the physical address on our Contact Page. Be sure to put “Attention: Tech Support” on the mailing label. Let us know if you want your media or Flash Disk back after we get the file(s), and we’ll ship it back to you (at your expense).