Your business doesn’t stop after business hours—and neither do we.
POSmate provides professional Point of Sale (POS) system support for hospitality and retail businesses across Australia.
Whether you operate a café, restaurant, bar, bottle shop, supermarket, bakery, takeaway or retail store, our experienced support team is available to keep your business running smoothly.
From software troubleshooting and payment issues to hardware faults and network problems, our specialists help minimise downtime so you can focus on serving your customers.
Need immediate assistance?
Why POS System Support Matters
A Point of Sale system is the heart of your business operations.
When your POS system experiences issues, every minute of downtime can result in:
- Lost sales
- Delayed customer service
- Staff frustration
- Payment interruptions
- Inventory inaccuracies
Professional POS support gives you immediate access to experienced technicians who understand both your technology and your business.
Instead of spending valuable time searching manuals or trying to diagnose problems yourself, our team can remotely access your system, identify the issue, and resolve it quickly.
Our goal is simple:
Get your business up and running as quickly as possible!
Why Choose POSmate Support?
Unlike generic IT providers, POSmate specialises in hospitality and retail Point of Sale systems.
Our support team understands how your POS integrates with:
- Payment terminals
- Kitchen printers
- Receipt printers
- Cash drawers
- Barcode scanners
- Customer displays
- Networks and internet services
- Back-office software
24/7 Support
Support is available 24 hours a day, 7 days a week, 365 days a year for eligible support plans.
Fast Response Times
Our average wait time is under 3 minutes, helping you get back to business quickly.
Remote Support
Most issues can be diagnosed and resolved remotely without waiting for an on-site technician.
Hospitality & Retail Experience
Our technicians average more than 15 years of experience in the hospitality and retail industries, meaning they understand the operational impact of POS issues—not just the technical side.
POS System Support Features
Every support plan provides access to experienced Adelaide-based technicians who can assist with:
- POS software troubleshooting
- Hardware diagnostics
- Network connectivity issues
- Payment terminal assistance
- Receipt printer issues
- Kitchen printer support
- Scanner configuration
- Remote system access
- System monitoring
- Warranty assistance
- Software guidance
- General POS advice
POSmate Support Plans
Choose the support level that best suits your business.
BRONZE SUPPORT
This support package has all support services available at a best effort basis and will be charged at our standard rates of service. You get:
- Email Support
- Phone Support
- Phone Support After Hours
- On-site Support
- On-site Support After Hours
- Remote Access Support
SILVER SUPPORT
This Silver Support package all services available at the 1st tier discounted rate. You get:
- Email Support
- Phone Support
- Phone Support After Hours
- On-site Support
- On-site Support After Hours
- Remote Access Support
- Online System Monitoring
- Loan Equipment Available
GOLD SUPPORT
The Gold Support package all services available at the 2nd tier discounted rate. You get:
- Email Support
- Phone Support
- Phone Support After Hours
- On-site Support
- On-site Support After Hours
- Remote Access Support
- Online System Monitoring
- Loan Equipment Available
- Return to Base Warranty
PLATINUM SUPPORT
The Platinum Support package all services available at the 3rd tier discounted rate, you get:
- Email Support
- Phone Support
- Phone Support After Hours
- On-site Support
- On-site Support After Hours
- Remote Access Support
- Online System Monitoring
- Loan Equipment Available
- Return to Base Warranty
- Data Backup of your System
Existing POSmate Support Customers
Emergency Support
Phone
1300 76 76 88
If we’re assisting another customer, please leave:
- Business name
- Site location
- Contact number
We’ll return your call as quickly as possible.
Non-Urgent Support
For general enquiries and non-urgent requests, we aim to respond within 24 hours.
Customers Without a Support Agreement
Customers without an active support agreement can still receive assistance on a best-effort basis.
Standard support charges apply.
Current Rate
$160 + GST per hour (minimum one hour per incident).
POS & EFTPOS Payments Support
Depending on your issue, software vendors may provide the fastest assistance for software-specific enquiries.
POSmate remains your primary contact for:
- Hardware support
- Network issues
- Installation assistance
- Site-specific configuration
- Peripheral devices
- Local infrastructure
Lightspeed Restaurant (O-Series)
Contact Lightspeed directly for:
- Software questions
- Bug reports
- Feature requests
- Cloud platform support
Available via:
- In-app Live Chat
- Phone: (02) 8311 7330
- Email: [email protected]
Have your Company ID and Site ID ready.
Lightspeed Retail (X-Series)
Support is available through:
- In-app Chat
- Phone: 1800 983 639
- Email: [email protected]
Have your Store URL available.
Tyro Support
For payment terminal issues:
Phone:
1300 00 TYRO (8976)
Email:
Please include your Merchant ID or Trading Name.
What’s included in a POSmate Support Agreement?
Our support agreements provide unlimited phone and email support for eligible POS and network issues.
Support includes:
- Software troubleshooting
- Hardware diagnosis
- Network assistance
- POS configuration
- General operational guidance
- Remote troubleshooting
- Emergency support
What’s Not Included?
Certain services are outside the scope of standard support agreements.
These include:
- New hardware installations
- New software implementation
- On-site labour
- Hardware replacement
- Extended staff training
- Business consulting
- System upgrades outside support coverage
Where applicable, these services are billed at $160 + GST per hour
Remote Support Downloads
Only download these applications when instructed by a POSmate technician.
POSmate Quick Support
For one-timeremote assistance.
Download -> Run -> Session ID and Password
POSmate Host Support
For POSmate managed POS Terminals.
Download -> Run -> Select Allow when prompted.
POSmate Quick Join Meeting
For scheduled support sessions.
Download -> Run -> Enter your Meeting ID
Frequently Asked Questions
Is POSmate support available after hours?
Yes. Eligible support plans include 24/7 emergency assistance every day of the year.
Can POSmate remotely access my POS system?
Yes. Most issues can be resolved securely using remote support, reducing downtime and avoiding unnecessary site visits.
Do I need a support agreement?
While not mandatory, most customers choose to continue their support agreement because it provides faster assistance, lower service costs and peace of mind.
Do you support hospitality and retail businesses?
Yes. POSmate supports restaurants, cafés, bars, hotels, bottle shops, supermarkets, takeaway stores, bakeries, retail stores and multi-site businesses throughout Australia.
Can you support both hardware and software?
Yes. We provide assistance with POS hardware, networking, peripherals and system configuration in addition to software troubleshooting.
Need POS Support?
Whether you need urgent technical assistance or want to discuss the best support plan for your business, our experienced team is here to help.