# Getting Help

Stuck on something? Here's how to get the help you need, as quickly as possible.

## Before You Reach Out

Try these quick fixes first — they solve most common issues:

1. **Refresh the page.** Press `F5` or `Ctrl + R` (or `Cmd + R` on Mac).
2. **Check your internet connection.** Try loading another website.
3. **Clear your browser cache.** Go to your browser settings and clear cached data.
4. **Check this guide.** Look through the relevant section — [POS Troubleshooting](/end-user-guide/pos-overview/troubleshooting.md), [Orders Troubleshooting](/end-user-guide/browsing-the-catalog/troubleshooting.md), or the [FAQ](/end-user-guide/faq.md).
5. **Ask a coworker.** They may have encountered the same issue and know a quick fix.

***

## Who to Contact

### Your Manager or Supervisor

**Best for:** Day-to-day questions, permission issues, policy questions, pricing disputes, workflow questions.

Your manager is your first point of contact for most work-related questions. They can:

* Answer questions about how your company uses <code class="expression">space.vars.productName</code>.
* Authorize actions that require approval (discounts, voids, returns).
* Escalate technical issues to the right team.

### Your IT Team / System Administrator

**Best for:** Login problems, technical errors, system not loading, hardware issues (printers, scanners, card terminals), account setup.

Your IT team handles the technical side. Contact them for:

* Account lockouts or password resets that you can't solve yourself.
* Error messages or system crashes.
* Hardware not working (receipt printer, barcode scanner, card reader).
* Setting up new devices or browsers.

### <code class="expression">space.vars.productName</code> Support

**Best for:** Software bugs, feature questions not answered in this guide, issues your IT team can't resolve.

If your IT team determines the issue is with the <code class="expression">space.vars.productName</code> software itself, they may escalate it to the Spherical support team on your behalf.

***

## What Information to Provide

When reporting a problem, include as much of the following as you can. The more detail you provide, the faster the issue can be resolved.

### Always Include

* **Your name** and **role**.
* **What you were trying to do** — e.g., "I was trying to process a cash refund."
* **What happened instead** — e.g., "The refund button was grayed out and I couldn't click it."
* **When it happened** — Date and approximate time.

### If Possible, Also Include

* **Screenshots** — A picture of the error message or the screen showing the problem. Press `Print Screen` (Windows) or `Cmd + Shift + 4` (Mac) to capture your screen.
* **Error messages** — Write down the exact text of any error message.
* **Steps to reproduce** — What did you do right before the problem occurred? This helps the support team recreate the issue.
* **Order or transaction number** — If the issue relates to a specific order or sale.
* **Browser and device** — What browser (Chrome, Edge, etc.) and device (desktop, tablet) you're using.

### Example of a Good Report

> "Hi, I'm Jane Smith (Cashier at Main Street location). Today at around 2:15 PM, I was trying to process a return for order #SO-45678. When I clicked the Return button, I got an error message that said 'Unable to process return. Please try again.' I tried refreshing the page and clicking again, but the same error appeared. I'm using Chrome on the POS desktop terminal. Screenshot attached."

### Example of a Less Helpful Report

> "The return thing doesn't work."

The more detail you give, the faster you'll get a solution.

***

## Support Hours

Support availability depends on your company's arrangement:

* **Your manager** — Available during their working hours.
* **IT team** — Check with your company for IT support hours. Some companies have after-hours support for critical issues.
* <code class="expression">space.vars.productName</code> **support** — Business hours are typically Monday through Friday. Your IT team will have the specific contact details and hours.

***

## Escalation Path

If your issue isn't getting resolved, here's the typical escalation path:

1. **Try to solve it yourself** using this guide and the FAQ.
2. **Ask a coworker** who might know the answer.
3. **Contact your manager** for business questions or your IT team for technical issues.
4. **Your IT team contacts Spherical support** if it's a software-level issue they can't resolve.

> **Tip:** Be patient but persistent. If an issue is affecting your ability to do your job, make sure to communicate the urgency clearly.

***

## Emergency Situations

If you're in the middle of serving a customer and something goes wrong:

* **Don't leave the customer waiting.** If the system is down, write down the transaction details manually and enter them later.
* **Ask for backup.** Call a manager or coworker to help.
* **Stay professional.** Apologize for the inconvenience and let the customer know you're working on it.

For urgent technical issues that affect multiple people (system down, all registers not working), contact your IT team immediately.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.in8sync.com/end-user-guide/faq/getting-help.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.