Frequently Asked Questions About Getting Support

We want to help you as quickly and efficiently as possible.

Here you’ll find clear answers to the most common questions about our support service: hours, contact channels, and tips to speed up your requests.

🕒 What are the support hours in each country?

Our real-time support team is available during the following hours:

Mexico: 05:00 – 17:00 (Mexico City Time, CDT / GMT-6)

Chile: 07:00 – 19:00 (Santiago Time, CLT / GMT-4)

Brazil: 08:00 – 20:00 (Brasília Time, BRT / GMT-3)

Need help outside these hours?

• Visit our Help Center, available 24 hours a day, 7 days a week, with hundreds of tutorials and answers to frequently asked questions.

• Submit a ticket: if you can’t find the solution, send your request anytime. Our team will respond by email as soon as the next shift begins.

📌 To check holidays and exceptions, see the full article.

🔍 What if I can’t find the answer in an article?

If you didn’t find what you were looking for, you can:

• Use the search bar with different keywords.

• Browse the Help Center categories to confirm you’re in the right section.

• Check the related articles shown at the end of each guide.

Still didn’t find the answer? Contact our support team.

If you prefer, you can also reach out directly to your Customer Success manager by email or through your usual communication channel.

📝 What should I check before opening a ticket?

To help us assist you faster, please review the following before submitting your request.

Tickets with complete information are resolved much more quickly. Ask yourself:

• Did you check the Help Center to see if the solution is already available?

• Did you attach a screenshot showing the error or issue?

• Did you explain exactly what you were trying to do and what happened instead?
  (If an error message appears, copy the full text.)

• Did you try basic troubleshooting, such as using another browser or updating the app?

💡 Tip: If you’ve already opened a ticket about this issue, continue using the same one. This keeps the conversation history in one place and helps us resolve the problem faster without confusion.

Example of how a request can go from vague to truly helpful:

❌ Basic example (takes longer to solve):

“I can’t sync photos from the point of sale. The app isn’t working. I need urgent help!”

✅ Detailed example (faster resolution):

“Hi, I’m trying to sync the photo report for the ‘Dairy’ shelf at the POS ‘Supermercado El Sol – Store 5’.
The app loads up to 80% and then shows the error: ‘Connection failure (Code: 102)’.
I already restarted the phone and tested both the store’s Wi-Fi and my 4G data, but the error continues.
I’ve attached a screenshot. Thank you!”

📩 How do I open a ticket?

Go to the Help Center, click “Submit a request,” fill out the form with the details, and attach any helpful files.

📌 See the step-by-step guide here: [How to track a ticket in the Help Center]

📂 How do I track a ticket?

Access the Help Center, click your name (top right corner), and select My activities.

There you can view:

• Your submitted requests

• Tickets where you’re in CC

• Requests from your organization

You’ll also see the status and responses from the support team.

📌 Check the full guide here.

📌 Who should I contact: Support or Customer Success?

Support:
For technical issues, errors, outdated data, configuration problems, or information not loading correctly.

Customer Success:
For strategic questions, report interpretation, training, and guidance on improving how you use the platform.

💡 See examples and the complete table here:
[Support or Customer Success: when and how to contact the right team]

✅ Remember

Many issues can be solved in just a few minutes by checking the articles in the Help Center.

Visit it and find the information you need without waiting for support. 🚀