Contact support

How to reach the Live Hospitality team, what to include, and what happens after you send a request.

There are two ways to reach the Live Hospitality team:

Support chat on the till. Tap the speech bubble in the top bar. This is the quickest way while you're on shift. See Chat with Live Hospitality support.
The contact form at help.livehospitality.app/contact. Use it when you're away from the till, when the till is down, or when you want to send a screenshot.

If the till is down

If you can't take orders or payments, try these first:

Tap the Refresh icon (the two curved arrows) in the top bar to reload the till. If you can't see the top bar, close the browser or app and open the till again.
Check the tablet has internet. Open another website to test it.
Card reader trouble? See Card reader not working. You can keep trading with cash in the meantime.
Message us with Support chat on the till. If the till won't open at all, use the contact form and choose Till down.

Go to Contact us.
Choose the topic that fits best. Matching help articles show as you type your subject, in case one answers your question.
Fill in your name, email and venue. Your till address (for example the web address you open the till on) helps us find your venue quickly.
Choose how urgent it is: Till down, Affecting service or Question.
Tell us what happened, what you expected, and what you've already tried.
Add a screenshot if it helps. PNG, JPG or WebP, up to 3 MB.
Tap Send to support.

You'll see a case reference, such as LH-7K2M9Q. Keep it handy and quote it if you get in touch about the same problem.