Subscriptions, updates and support

This guide covers package access, subscription status, application updates, tenant controls, and support diagnostics.

Packages and subscription¶

Open Settings & Customization > Subscription.

Use this screen to review:

• Current package or plan.
• Subscription state.
• Renewal or expiry information.
• Available package features.
• Payment or activation actions.

A missing feature can be caused by either role permission or package entitlement. Check both before treating it as an application error.

Subscription payment¶

1. Review the selected package and amount.
2. Confirm the tenant and billing identity.
3. Choose the available payment method.
4. Submit the payment once.
5. Wait for confirmation.
6. Refresh subscription status.
7. Retain the payment reference.

If payment status is unclear, do not pay again immediately. Confirm the provider and subscription status using the reference.

Package access message¶

When QuickTill displays Package access, the current tenant is not entitled to that module or its status could not be confirmed.

• Confirm the subscription is active.
• Confirm the package includes the feature.
• Restore connectivity and refresh status.
• Ask an administrator to review tenant billing.

Application updates¶

Open Application Updates when it appears in the app or administrative tools.

Before updating:

1. Synchronize pending sales and inventory operations.
2. Close or preserve unfinished forms.
3. Confirm the device has power and stable connectivity.
4. Record the current application version.
5. Read the update notes.

After updating:

1. Open QuickTill and confirm the new version.
2. Sign in.
3. Check branch, facility, printer, and fiscal status.
4. Run a printer test.
5. Complete a controlled test sale if appropriate.

Do not install an application package received from an untrusted source.

Tenant Management¶

Tenant Management contains business-wide identity and integration controls.

• Restrict access to authorised administrators.
• Verify the tenant before changing settings.
• Record the previous and new values.
• Protect payment-provider and reporting credentials.
• Test affected integrations after saving.

Support & Diagnostics¶

Open Help & Support > Support & Diagnostics.

The screen provides support contacts and privacy-safe diagnostics. Use it when a problem cannot be resolved with the offline guides.

Before contacting support, capture:

• Tenant and branch.
• QuickTill version and platform.
• Date, time, and timezone.
• Screen and action.
• Exact error message.
• Relevant order, receipt, GRV, transfer, or payment reference.
• Whether the issue is repeatable.

Privacy-safe support¶

Never send:

• Passwords or administrator PINs.
• Access or refresh tokens.
• Private fiscal keys or certificate passwords.
• Complete payment-card information.
• Unnecessary customer personal data.

Use the diagnostics generated by the app because they are intended to reduce secret exposure.

Effective issue description¶

Use this structure:

1. Expected: what should have happened.
2. Actual: what happened instead.
3. Steps: the exact actions that reproduce it.
4. Reference: relevant transaction or record identifier.
5. Environment: app version, device, connection state, tenant, and branch.
6. Frequency: every time, intermittent, or once.

Screenshots should include the useful error but exclude passwords, tokens, and private customer details.

Common problems¶

Subscription is active but feature is missing¶

• Refresh subscription status.
• Sign out and back in after pending work is safe.
• Confirm the user role.
• Confirm the package entitlement name.

Update cannot be installed¶

• Confirm the package came from the approved source.
• Check storage and Android installation permissions.
• Verify the build supports the device architecture and operating-system version.
• Preserve the old working installation until the new one is verified.

Support page cannot load contacts¶

• Restore connectivity.
• Use the established business support contact.
• Preserve local diagnostics for later submission.

Administration checklist¶

• [ ] Subscription status is active.
• [ ] Package includes required modules.
• [ ] Payment reference is retained.
• [ ] Pending work is synchronized before update.
• [ ] Update source is trusted.
• [ ] Printer and POS are tested afterward.
• [ ] Support report contains exact references.
• [ ] Secrets and personal data are excluded.