A UK EPOS supplier with real phone support
When the till freezes with a full restaurant, the feature list stops mattering. What matters is whether someone picks up the phone. This page sets out exactly what Posso's support covers, and the questions to ask any supplier before you sign.
- UK-based phone support
- Setup, menu build and training
- Questions to ask every supplier
Written by the Posso team in Leicester · Reviewed by Paul Robinson, Managing Director · Last reviewed
Short answer
Posso is a UK-based EPOS supplier with a UK phone support line on 0808 175 3956, staffed Monday to Friday, 9am–9:30pm. Support is part of the system rather than a separate subscription, our team can connect remotely to diagnose and fix most problems without a site visit, and hardware carries a two-year warranty. Setup (menu build + configuration) is free; on-site installation for larger sites is priced on application. Systems start from £499 + VAT.
Key takeaways
- Posso's UK phone support runs Monday to Friday, 9am–9:30pm on 0808 175 3956.
- Ask every supplier which hours are staffed by a person, not just which hours the line is open.
- Remote access lets most problems be fixed without waiting for an engineer.
- Know before you sign what happens when hardware fails: repair, swap, and how long it takes.
- Check whether support is included or sold as a separate monthly subscription.
Takeaway: Before you sign with any EPOS supplier, ring their support line on a weekday evening and see who answers.
WHY IT MATTERS
Why support is the part of an EPOS you actually buy
An EPOS demo shows the system on a good day. You will own it on the bad days too: the card terminal that will not connect, the kitchen printer that stops mid-service, the menu change that has not reached the online ordering page, the new member of staff who cannot log in.
On those days a hospitality business does not have an IT department to call. It has the supplier. The quality of that phone call, who answers, how quickly they understand the problem and whether they can fix it there and then, is what you are really paying for over the life of the system.
Support is also the hardest thing to judge from a sales conversation, because every supplier says theirs is good. The way through is to ask specific questions and get specific answers. The checklist further down this page sets them out.
What Posso support includes
A UK phone line
Call 0808 175 3956 and speak to the Posso support team, based in the UK. Phone support runs Monday to Friday, 9am–9:30pm, so weekday evening service is covered.
Remote access
With your permission, our team can connect to your system remotely to diagnose and fix most issues without a site visit, so you are not waiting for an engineer to drive out.
Setup and menu build
Setup (menu build + configuration) is free; on-site installation for larger sites is priced on application. Send us your menu as a PDF, a photo or an export and we build it, with modifiers and prices.
Training
Staff training is included. Book it for a day when the people who use the till are in, and ask for a refresher when new staff join.
Preconfigured hardware
Systems are preconfigured and shipped plug-and-play.
Hardware warranty
POS hardware carries a two-year warranty. If a unit fails, call support and we will diagnose it and arrange the fix.
One supplier for everything
Till, kitchen display, kiosks, online ordering, delivery-platform orders and card payments all come from Posso, so there is one number to call and nobody else to blame.
Questions to ask any EPOS supplier about support
Put these to every supplier on your shortlist, including us, and ask for the answers in writing. Posso's answers are in the middle column.
| Question | Posso's answer | Why it matters |
|---|---|---|
| Which days and hours is the phone line staffed by a person? | Monday to Friday, 9am–9:30pm | An open line that goes to voicemail is not support. Match the hours to your trading hours. |
| Who answers, and where are they based? | The Posso support team, in the UK | Someone who knows hospitality and your system fixes things faster. |
| What is the phone number? | 0808 175 3956 | Some suppliers only offer email or chat on lower tiers. |
| What happens out of hours? | Phone support is Monday to Friday, 9am–9:30pm; check this against your weekend trading | Know in advance what you do on a Saturday night. |
| Can you connect remotely? | Yes, with your permission, for most issues | Remote fixes avoid waiting for a site visit. |
| What if hardware fails? | 2-year hardware warranty; call support to diagnose and arrange the fix | Ask about repair versus replacement and the likely turnaround. |
| Is support included or extra? | Part of the system | Some suppliers sell support as a separate monthly subscription. |
| Is setup and training included? | Setup (menu build + configuration) is free; on-site installation for larger sites is priced on application. | A badly built menu creates support calls for years. |
Be honest about your hours
Posso's phone support runs Monday to Friday, 9am–9:30pm. If you trade late on Saturdays and Sundays and need a staffed phone line on those nights, take that into account, and ask every supplier the same question. The best support plan is the one that matches when you actually trade.
PREVENTION
The best support call is the one you never make
Much of what goes wrong with an EPOS is avoidable. A menu built properly at setup, with modifiers in the right place and items routed to the right printer or screen, prevents a long tail of small problems. Staff who have been trained on the till make fewer mistakes that need unpicking later.
System design matters too. Posso is offline-first: orders, cash payments and receipt printing continue without an internet connection and sync when it returns. That turns a broadband outage from an emergency call into something you deal with after service.
And because the till, kitchen display and online ordering share one menu, there are fewer places for something to fall out of sync. Mark an item sold out once and it reflects across the connected channels, rather than needing a call to ask why the website is still selling it.
How to test a supplier's support before you sign
Words in a sales deck are cheap. These tests are free.
Ring the support line
Not the sales line. Call on a weekday evening and see who answers and how long it takes.
Ask a real question
Something specific to your business, such as how to set up a happy-hour price. A good support team will answer it or tell you plainly it cannot be done.
Ask for the hours in writing
Days, hours and what is covered outside them.
Ask what a hardware failure looks like
Who diagnoses it, whether it is repaired or replaced, and what you do in the meantime.
Ask whether support costs extra
Some suppliers separate the support subscription from the software. Get the full monthly figure.
Ask about remote access
Can they connect and fix the problem while you are on the phone?
The calls hospitality businesses make most
What a support line needs to handle well, and what to expect from ours.
Card payments not going through
Usually a connection or terminal pairing issue. With remote access, the support team can check the system while you stay on the line.
A printer or kitchen screen has stopped
Often a cable, power or network setting. A support team that knows the hardware can talk you through it in minutes, and arrange the fix under warranty if a unit has failed.
A menu change has not appeared somewhere
Because Posso's till, kitchen display and online ordering share one menu, this is rarer, but the team can check where a change has and has not reached.
A new member of staff needs setting up
Adding users and permissions is something you can do yourself, and support will walk you through it the first time.
Reports that do not look right
End-of-day figures, voids and refunds. Support can explain what each report shows and where a figure came from.
Something you have not done before
A new promotion, a change to opening hours online, a new printer route. Ask, and the team will either show you or tell you plainly if it cannot be done.
SWITCHING
If your current supplier's support is the problem
Poor support is one of the most common reasons hospitality businesses change EPOS. If that is why you are reading this, start by checking your current contract: any minimum term, notice period and hardware agreement, and when it ends. It is usually cheapest to time a switch around renewal.
Before anything is switched off, export your sales reports and customer list. Then send us your menu and we build it as part of setup, configure the system before it ships, and train your team. Keep the old system available for the first service until you are confident.
The switching guide on this site covers every step in detail.
ABOUT POSSO
Who you are calling
Posso Ltd is a UK EPOS supplier built for hospitality only: restaurants, takeaways, cafés and pubs. 500+ UK businesses use Posso. Because we only work in hospitality, the person who answers understands split bills, course firing, delivery-platform orders and what a Friday night service is like.
Systems start from £499 + VAT, software from £25 + VAT a month. You own the hardware outright; software is from £25 + VAT a month.
To talk to us before you buy, call 0808 175 3956 or use the contact page. Existing customers can find help on the support page.
Related guides
Related guides
Posso support
How to get help from Posso as an existing customer.
Read the guideContact Posso
Talk to us about a new system, a quote or a demo.
Read the guideSwitching EPOS system
Everything involved in moving from one EPOS supplier to another.
Read the guideReplace an old EPOS system
A step-by-step plan for replacing a till that has had its day.
Read the guideBest EPOS for independent restaurants
The buyer's guide for single-site and small-group independents.
Read the guideThis is one part of the Posso EPOS system — the same till, kitchen display, ordering and card payments, set up for your type of venue. Every one-off and monthly cost is on the EPOS pricing page.
EPOS phone support — frequently asked questions
What are Posso's support hours?
Posso's UK phone support runs Monday to Friday, 9am–9:30pm. The number is 0808 175 3956.
Is Posso support based in the UK?
Yes. Posso is a UK company and the support team that answers the phone is UK-based.
Does Posso support cost extra?
Support is part of the system rather than a separate subscription. Systems start from £499 + VAT, with software from £25 + VAT a month.
Can Posso fix problems remotely?
Yes. With your permission, our team can connect to your system remotely to diagnose and fix most issues without a site visit.
What happens if my EPOS hardware breaks?
Posso hardware carries a two-year warranty. Call support on 0808 175 3956; we will diagnose the fault, remotely where possible, and arrange the fix.
Is setup and training included?
Setup (menu build + configuration) is free; on-site installation for larger sites is priced on application. Staff training is included, and we build your menu from a PDF, photo or export.
What should I ask an EPOS supplier about support?
Which days and hours a person answers the phone, where the team is based, what happens out of hours, whether they can connect remotely, what happens when hardware fails, and whether support is included or charged separately. Get the answers in writing.
Does Posso offer weekend phone support?
Posso's phone support runs Monday to Friday, 9am–9:30pm. If you trade late at weekends and need a staffed line on those nights, weigh that when choosing, and ask every supplier the same question.
Get Your Free ePOS Demo Today
Tell us about your business and a member of the team will get back to you with a personalised demo, a quote, and answers to anything you want to check before you buy.
Prefer to talk? 0808 175 3956