Where to go when something is wrong, in the order that gets it fixed fastest.
1. POS Specialists
For anything we installed or support, open a ticket with us first. We hold the site history, the network detail and the relationships with the vendor teams.
2. Genius Restaurant Support
What to have ready
- The site name and location.
- The POS app version, device name and IP address, from the Info screen. See Info screen reference.
- Whether the socket server icon in the Room screen shows connected.
- Whether the problem is on one station or all of them.
- What changed most recently: a Publish from the Admin Portal, an app update, a network change or new hardware.
Before you call
A large share of Genius calls resolve with three checks:
- Has the payment device finished reinitializing? Wait two to three minutes on the PIN screen after any restart, update, cache clear or Publish.
- Is the site Wi-Fi on WPA2 rather than WPA3? NextGen and Mobile 2.0 devices do not support WPA3.
- Is a default register printer set on the station? Without one there are no guest checks and no cash drawer.
Known limitations
Global Payments publishes a current limitations list for Genius for Restaurants. Check it before escalating a missing feature as a bug: Genius for Restaurants Limitations List.