How to Contact Support

To ensure fast and accurate assistance, support requests must follow a structured process. Clear communication reduces downtime. Incomplete requests delay resolution.

Before Contacting Support

Please verify the following before submitting a request:

• Machine is powered on
• Electrical outlet is functional
• Payment device is connected
• WiFi or cellular signal is active
• Machine door is fully closed
• No trays are overloaded
• Error code is documented, if displayed

Many issues are resolved by simple checks.

Required Information for All Support Requests

When contacting support, include:

• Machine model
• Serial number
• Order number, if available
• Location, city/state or country
• Clear photos
• Short video for mechanical issues
• Exact error code, if displayed
• Description of the issue
• Date issue started

Without this information, support may request clarification before proceeding.

How to Submit a Request

Support requests must be submitted through official channels:

• Official support email
• Customer Portal, if registered

Support contact details are listed on the Support Page. Submitting requests through social media or personal contacts may delay processing. Always use official channels.

Business Hours

Support operates during standard business hours unless otherwise specified in your agreement. Requests received outside business hours are addressed on the next business day. Enterprise clients with contracted priority support may have separate response terms.

Issue Priority Structure

High Priority

• Machine fully offline
• Payment system failure
• Cooling failure
• Compliance-related malfunction

Standard Priority

• Intermittent vend failure
• Cosmetic concerns
• Minor configuration questions

Priority is determined by operational impact.

Replacement Parts Requests

If requesting parts, include:

• Clear image of the faulty component
• Confirmation of troubleshooting steps
• Shipping address
• Warranty status, if known

Parts are not shipped without issue verification.

Escalation Process

If your issue has not been resolved:

• Reference your original ticket number
• Reply within the same email thread
• Avoid opening duplicate tickets

Duplicate tickets slow resolution. Structured communication improves speed.

International Support Requests

International clients should include:

• Voltage configuration
• Local technician availability
• Customs considerations if requesting parts

International shipping times may vary.

What Not to Include

To ensure clarity, avoid:

• Multiple unrelated issues in one ticket
• Incomplete descriptions
• Emotional or vague statements
• Third-party processor disputes, contact your processor directly

Support responds to clear, actionable details.

Emergency Situations

If a machine poses a safety risk:

• Power off immediately
• Do not attempt advanced repair
• Contact support with full details

Safety takes priority over operation.

Communication Expectations

Support aims to:

• Acknowledge receipt
• Review documentation
• Provide troubleshooting guidance
• Identify replacement parts if needed

Response time varies by complexity and volume. Support is structured, not instantaneous.

Final Thought

The fastest way to resolve an issue is clear information, accurate documentation, a single communication thread, and prompt response to troubleshooting steps.

Structured communication protects uptime. Uptime protects revenue.