There are two ways to reach us, and both go to the same support team: Messenger from the Back Office or email.
Our support bot answers first and is available 24 hours a day, every day, so you can get an answer mid-service without waiting for office hours. The support bot walks you through step-by-step guides & troubleshooting tips.
If your question requires a person, our support team picks it up as soon as they are able. The team is available for all questions during office hours: Mon-Fri from 09:00 to 17:00 EST. For urgent matters, the team is available on Mon-Fri from 17:00-22:00 EST and Sat-Sun from 09:00-22:00 EST. During non-office hours, these tickets are triaged by the team and urgent ones are picked up accordingly.
Messenger from your Back Office
Log into your Tebi Back Office > click on Tebi Updates & Support button (bottom left) > when in Home or in Messages > Click on Contact support.
Email us
You can also write to [email protected]. That reaches the same team as the messenger and with the same hours, so use whichever is easier at the time.
Best practices when asking a question to support
What to include in your message:
Platform: Tebi Back Office, Tebi App, or other?
Device & hardware: Phone, tablet, screen, terminal, printer, etc.
Non-terminal: iOS or Android?
Terminal: add serial number (16-numbers on the back of the terminal next to S/N)
Photos & videos: Show every step and click as clearly as possible - this helps us see what you see and allows us to quickly troubleshoot where things might be going wrong.
Step-by-step explanation: What did you do, what did you expect, what happened instead?