Skip to main content

Submitting Support Tickets

When you encounter an issue that you cannot resolve using the Common Issues or Printer Troubleshooting guides, you can submit a support ticket directly from Brother POS. Support tickets are sent to the Brother POS support team where they are triaged and addressed.

There are two places to submit a ticket: the Admin Panel and the POS Register.

Submitting a Ticket from the Admin Panel​

Admin Manager

Step-by-Step​

  1. Click your user avatar / name in the top-right corner of the navigation bar to open the user dropdown menu.

  2. Click Get Support.

  3. A support modal opens. Fill out the form:

    FieldDescriptionRequired?
    Issue CategorySelect the type of issue: Printer / Hardware, Software / Bug, Network, Account / Login, Inventory, Feature Request, or OtherYes
    Is this blocking sales?Toggle Yes (urgent) or No. If yes, the ticket is auto-flagged as urgent priority.Yes
    SubjectA brief summary of the issueOptional (in the POS, auto-generated from the first line of the description; in the admin, passed as-is)
    DescriptionA detailed explanation of the problemYes

  4. Click Submit Support Ticket.

  5. On success, you will see a confirmation with your ticket number and a Support ID (a short code like SUP-A3X9 for easy reference over the phone). If submission fails, the modal shows the Support ID and asks you to email support@brotherpos.ca with that ID.

No attachments

The admin support form does not currently support file attachments. If you need to share screenshots, email them to support@brotherpos.ca with your Support ID or ticket number as the subject.

What Gets Sent Automatically​

When you submit a ticket from the admin panel, Brother POS automatically includes diagnostic information:

  • Store name and subdomain
  • Your email and role
  • The page URL you were on when you opened the modal
  • Printer Bridge status — whether the receipt and label printer bridges are reachable, including printer name, connection status, print count, last error, and bridge uptime
  • System health from the Printer Bridge (CPU, RAM, disk usage, system uptime, network interfaces) if the bridge is running
  • Bridge event log (recent events from the printer bridge)
  • Auto-diagnostics — the system runs automated checks relevant to your issue category (e.g., checking for stale sales, printer configuration issues, missing settings) and includes any findings
  • Print statistics from the last 24 hours (total prints, success/failure rate, average duration)
  • System health trend from recent health readings
  • Recent user actions (last 10 activity log entries for your account)
  • Recent configuration changes (last 7 days of changes to products, categories, printers, registers, and settings)
  • Client-side JavaScript errors captured during your session
  • System health snapshot (server performance metrics)

This diagnostic data is collected automatically so the support team can begin investigating immediately without asking you for system details.

Submitting a Ticket from the POS​

Manager Admin

The POS support modal is a step-by-step wizard designed for quick submission during a shift.

Step-by-Step​

  1. Open the Printer Settings panel on the POS (tap the printer/gear icon).
  2. Scroll to the bottom and tap Get Support.
  3. Step 1 — Category: Tap the category that matches your issue (Printer, Scanner, Software Bug, Cash Drawer, Debit Terminal, Network, or Other).
  4. Step 2 — Blocking sales? Tap Yes - Urgent or No.
    • If Yes (Urgent): The ticket is auto-submitted immediately and you are shown a phone number to call for fastest resolution. The ticket is created in the background with all diagnostics attached. You do not need to fill out a description.
    • If No: You proceed to the description step.
  5. Step 3 — Description: Enter a brief description of the issue. Below the text field, you will see auto-captured diagnostics (your user, register, printer bridge status, system health, and any diagnostic findings for your category).
  6. Tap Submit Ticket.
  7. A confirmation screen shows the ticket number and Support ID.
Urgent tickets

If something is blocking sales, tap "Yes - Urgent." The ticket is submitted instantly with all available diagnostics, and you are shown the support phone number so you can call immediately. The auto-created ticket gives the support team context before you even pick up the phone.

When to Use POS vs. Admin Panel​

SituationRecommended
Issue happened while ringing up a salePOS
Quick report during a busy shiftPOS
Hardware issue needing detailed descriptionAdmin Panel
Account or permissions issueAdmin Panel
Issue affecting multiple areas of the systemAdmin Panel

What Information to Include​

The more information you provide in the description, the faster the support team can diagnose the issue:

  • What happened — Describe the issue clearly. "Receipt printer prints blank receipts after paper was replaced" is more helpful than "Printer broken."
  • When it started — Did this just begin, or has it been happening for days?
  • What you already tried — List the troubleshooting steps you took.
  • Error messages — Include the exact text of any error message you saw.
  • Which register(s) — Is the issue on one register or all of them?

Example of a Good Description​

After a power outage at about 2:30 PM, the receipt printer at Register 2 stopped printing. The printer light is green and it's connected to the network. Sales complete but no receipt prints. I restarted the printer, checked the cable, and tried a test print from admin — nothing worked. Ping to 192.168.1.45 is successful.

Example of a Less Helpful Description​

Printer doesn't work.

Priority​

Priority is determined by a single question: Is this blocking sales?

AnswerPriorityWhat Happens
YesUrgentTicket is auto-submitted immediately. You are shown the support phone number to call.
NoMediumYou fill out a description and submit normally.

There is no manual priority selector. If something is blocking your ability to process sales, select "Yes" and call.

After You Submit​

  1. Your ticket is received by the Brother POS support team with all the diagnostic data attached.
  2. A support agent reviews the ticket and diagnostics.
  3. The agent may resolve the issue or contact you via email for follow-up questions.
One-way submission

Support tickets are submitted to the Brother POS support team — there is no ticket status page or reply functionality within Brother POS itself. If the support team needs more information, they will contact you via email. Keep your Support ID handy for phone calls.

Remote Support​

Admin

Brother POS supports secure remote support sessions. If a Printer Bridge is running at your store and supports remote access, the connection information is automatically included in the ticket so the support team can request a session with your permission.

Self-Help Before Submitting​

Before submitting a ticket, check these resources — your issue may already have a documented solution:

  1. Common Issues — Quick fixes for the top problems.
  2. Printer Troubleshooting — Detailed steps for all printer types.
  3. Search this knowledge base — Use the search bar at the top of any page.

Permissions Summary​

ActionCashierManagerAdmin
Submit ticket from POSNoYesYes
Submit ticket from Admin PanelNoYesYes

What's Next?​

  • Common Issues — Try these quick fixes before submitting a ticket.
  • Printer Issues — Detailed printer troubleshooting that may resolve your issue.