Get help
Help is one place for the guide, Ask Tillmora and our team. Search first: the guide's sections show as you type, and Ask Tillmora answers how-to questions from the guide. If that doesn't fix it, Get help from our team sends us a request with what we need to see.
Back office Help (or Till Menu (☰) Help Get help from our team)
- Back office: tap Help at the bottom of the sidebar. Type what you're looking for: sections of the guide show at once; press Enter or Ask Tillmora for an answer from the guide.
- Still stuck? Tap Get help from our team and say what's happening. As you type, This might help shows the guide's best sections and Ask's answer. That fixed it closes it and nothing is sent.
- Check How urgent?. Tillmora suggests one from your words ("guests are waiting to pay" suggests Can't sell); change it if it's wrong. Can't-sell requests are looked at first.
- Under Show us, add This page, pictures, a short video or a PDF (see Send a picture or a video).
- Tap Send to Tillmora. The conversation opens straight away; we reply there and by email. On a till, the request is saved offline and sent when the till is back online.
Example
The kitchen printer stopped after a power cut
At 7:40 pm the kitchen printer stops after a power cut, and new paper didn't help. From the till: menu › Help › Get help from our team, "Kitchen printer stopped after the power cut, tried new paper". Can't sell is suggested. Tap Add this screen, then Send to Tillmora. Nothing is lost meanwhile: tickets wait in the queue and print once the printer is back. Our reply shows under This till's requests and goes to the owner by email.
Example
A report looks wrong
In the back office, Reports shows yesterday's sales twice. Open Help, type "sales twice": This might help shows Reports. Not it, so Send to Tillmora with This page added. We see the page you were on and the app's recent errors.
How fast do you reply?
The Help page shows our usual reply time over the last 30 days. Can't sell requests come first.
Does asking Tillmora for help use my questions?
No. How-to answers in Help don't count toward Ask Tillmora's monthly questions about your data.
What do you see with a request?
The page you were on, the app's version, your device and branch, and recent errors; from a till also its printers, last sync and waiting changes. Never orders, bills or guests' details. Open What we'll see in the form to check before sending.
Can support see my restaurant's data?
Only if you allow it under Settings › Support access, for a limited time. Otherwise we see only what the request includes.
Is there a manual on the till?
Yes: menu › Help on the till, with the sections for staff, saved on the till so it works offline. Ask how to needs the internet.
If it goes wrong
I can't find my request
Open Help: Your conversations lists them, newest first, with a dot on new replies. Requests from a till show there too once the till has synced, and on that till under This till's requests.
Related: Send a picture or a video · Your conversation with Tillmora · Ask Tillmora
Next: Send a picture or a video →