Please choose below what it is you’re having a problem with:
Equipment
If you have an issue with EPoS or other equipment provided by Tengo Software, there are a number of things to try:
– Follow the troubleshooting guide, which should be printed and kept next to your equipment (download a copy here if you don’t already have it).
– Search the knowledgebase for an answer (use the search box at the top of the page).
– Restart your machine, and check cables and connections – these are by far the most common things that resolve an equipment issue. You may need to restart your machine twice for some issues, and please allow time for it to boot up, don’t click on the icon immediately. In most cases, tengoPOS will start automatically. If a password is required to login, see guide here.
– One common issue is Num Lock being switched on on the keyboard, causing numbers to appear in place of letters – see guide here to resolve this.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
– Follow the troubleshooting guide, which should be printed and kept next to your equipment (download a copy here if you don’t already have it).
– Search the knowledgebase for an answer (use the search box at the top of the page).
– Restart your machine, and check cables and connections – these are by far the most common things that resolve an equipment issue. You may need to restart your machine twice for some issues, and please allow time for it to boot up, don’t click on the icon immediately. In most cases, tengoPOS will start automatically. If a password is required to login, see guide here.
– One common issue is Num Lock being switched on on the keyboard, causing numbers to appear in place of letters – see guide here to resolve this.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
tengoPOS (EPoS software)
If you have an issue with tengoPOS, there are a number of things to try:
– Follow the troubleshooting guide, which should be printed and kept next to your EPoS unit (download a copy here if you don’t already have it).
– Search the knowledgebase for an answer (use the search box at the top of the page).
– Restart your machine – this fixes most software issues. You may need to restart your machine twice for some issues, and please allow time for it to boot up, don’t click on the icon immediately. In most cases, tengoPOS will start automatically. If a password is required to login, see guide here.
– Ensure you are running the latest version of the software (you can click here to find out how to update yourself). The latest version is v10.1.20.
– One common issue is Num Lock being switched on on the keyboard, causing numbers to appear in place of letters – see guide here to resolve this.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
– Follow the troubleshooting guide, which should be printed and kept next to your EPoS unit (download a copy here if you don’t already have it).
– Search the knowledgebase for an answer (use the search box at the top of the page).
– Restart your machine – this fixes most software issues. You may need to restart your machine twice for some issues, and please allow time for it to boot up, don’t click on the icon immediately. In most cases, tengoPOS will start automatically. If a password is required to login, see guide here.
– Ensure you are running the latest version of the software (you can click here to find out how to update yourself). The latest version is v10.1.20.
– One common issue is Num Lock being switched on on the keyboard, causing numbers to appear in place of letters – see guide here to resolve this.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
tengoCloud (online reporting and CRM)
If you have an issue with tengoCloud, please check the advice below before contacting us:
– Check the status page to ensure there is no scheduled maintenance in progress which may prevent you from accessing tengoCloud.
– If you are unable to log in, please check the support guide on logging in, which can be found here to ensure you are entering the correct details at the correct address.
– If you can log in but are not able to see up-to-date information from your EPoS tills or tengoDC machines, please first check that those tills are powered on, connected to the internet, and have the latest tengoPOS software running – if any of those things are not the case, then the tills won’t be able to send their information to tengoCloud. See guide here.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
– Check the status page to ensure there is no scheduled maintenance in progress which may prevent you from accessing tengoCloud.
– If you are unable to log in, please check the support guide on logging in, which can be found here to ensure you are entering the correct details at the correct address.
– If you can log in but are not able to see up-to-date information from your EPoS tills or tengoDC machines, please first check that those tills are powered on, connected to the internet, and have the latest tengoPOS software running – if any of those things are not the case, then the tills won’t be able to send their information to tengoCloud. See guide here.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
tengoDC (Deliveries and Collections software)
If you have an issue with EPoS or other equipment provided by Tengo Software, there are a number of things to try:
– Search the knowledgebase for an answer (use the search box at the top of the page).
– Restart your machine – this fixes most software issues. You may need to restart your machine twice for some issues.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.
– Search the knowledgebase for an answer (use the search box at the top of the page).
– Restart your machine – this fixes most software issues. You may need to restart your machine twice for some issues.
– If you can’t find what you need but don’t feel you need to raise a support request, click here to go back and choose a different option.
– If after following the above you still have an issue, you can contact us using the support request form between the hours of 9:30am to 4:30pm on UK working days – click here to access the form.