Getting help

Help from inside TillPoint

Select Help at the top right of any TillPoint screen, next to your name. It opens this guide at the page that covers the screen you are on, so you do not have to search for it.

You can also browse the guides from the menu on the left of this site, or use the search box at the top.

Common problems

I cannot unlock the terminal

Check the badge at the top right of the lock screen. If it does not say Online, the device cannot reach TillPoint yet and unlocking is switched off until it can.

If the terminal is online but your PIN fails, ask a manager to check your staff access. They can set a new PIN for you. See If your PIN does not work.

A page says “Access denied”

Your role does not include that page. Ask an owner or manager if your responsibilities have changed. Roles and permissions explains what each role can do.

If a manager has just changed your rights, lock the terminal and unlock it again, or sign in again, so your menu catches up.

“This account cannot sign in to management”

Only owners, admins, managers and payroll officers can use management sign-in. Other staff use their PIN on a shared terminal. See Signing in and terminals.

A page I expect is missing from the menu

Selling pages such as Checkout, Tables & orders and Shifts only appear on a shared terminal. Payroll only appears in a management sign-in.

Who to ask first

For day-to-day questions, such as a forgotten PIN, a missing page or a stuck order, start with your manager or the owner. They can fix most access problems on the Users and roles page.

Contacting TillPoint

The TillPoint website lists these contact details:

Sales team	0759 065 744
Alternative line	0703 445 354
Email enquiries	sales@tillpoint.co.ke

You can also use the form at tillpoint.co.ke/contact to ask TillPoint to set up your account, book a live demo or request a quotation.

TillPoint normally responds during Kenyan business hours. If your request is urgent, calling is fastest.