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Submitting Support Tickets

Cashier Manager Admin

Use this page to ask the Brother POS support team for help, from the register or the admin panel.

Quick steps​

From the register (anyone):

  1. Tap the gear icon in the top bar. Under Quick Actions, tap Get Support.
  2. Under What's the issue?, tap the closest match — for example Printer, Scanner or Card Terminal.
  3. Under Is this blocking sales?, tap Yes - Urgent or No. Yes - Urgent sends the ticket straight away and shows a number to call.
  4. If you tapped No, describe what happened, then tap Submit Ticket.
  5. Write down the Ticket Number and Support ID on the Ticket Submitted! screen.

From the admin panel (managers and admins):

  1. Click your name in the top-right corner, then Get Support.
  2. Pick an Issue Category, answer Is this blocking sales?, and describe the problem.
  3. Click Submit Support Ticket. Keep the Ticket Number and Support ID.

Common questions​

What should I write? What happened, when it started, what you already tried, and the exact wording of any error. "Receipt printer at Register 2 stopped after a power cut; restarted it, Test Print prints nothing" beats "printer broken".

Can I attach a screenshot? Not in the form. Email support and quote your Ticket Number or Support ID.

How do I check on my ticket? There's no status page in Brother POS. Support contacts you. Keep your Ticket Number or Support ID handy.

What does "Allow ... Support to access this store" do? It lets support look at your store (read-only) to find the problem. Access ends when the ticket closes or after 72 hours. Only managers and admins see it.

More detail: the admin panel form and what gets sent

Submitting a Ticket from the Admin Panel​

AdminManager

Step-by-Step​

  1. Click your name in the top-right corner of the admin panel to open the menu. (On a phone, open the menu and find Get Support there.)

  2. Click Get Support.

  3. Fill out the form:

    FieldDescriptionRequired?
    Issue CategoryPrinter / Hardware, Software / Bug, Inventory, Account / Login, Network, Feature Request, or OtherYes
    Is this blocking sales?Yes - Urgent or No (No is selected to start). Yes marks the ticket urgent.Pre-set to No
    SubjectA brief summary of the issue. If left blank, a subject is made from the category.No
    DescriptionA detailed explanation of the problemNo, but strongly recommended
    Allow ... Support to access this store (with your POS provider's name, for example Allow Brother POS Support to access this store)Lets support agents look at your store (read-only) to troubleshoot. Access ends when the ticket closes or after 72 hours.No

  4. Click Submit Support Ticket.

  5. On success, you see Ticket Submitted! with your Ticket Number and a Support ID (a short code like SUP-A3X9 to quote on the phone). If you allowed support access, it also confirms Support access granted for this ticket.

After you pick a category, the form runs quick checks for that kind of issue and shows the results under System Diagnostics (or All checks passed). These results are sent with the ticket.

If submission fails, you see Submission Failed with your Support ID and the support email address and phone number to use instead. Quote the Support ID when you get in touch.

No attachments

The support form does not accept file attachments. If you need to share screenshots, email support and quote your Ticket Number or Support ID.

What Gets Sent Automatically​

Brother POS attaches diagnostic information so support can start investigating without asking you for system details:

  • Your store, your email and your role
  • The page you were on when you submitted
  • Printer Bridge status — whether the receipt and label Printer Bridges on your computer can be reached and, if so, the printer name, status, print count and last error
  • Computer health from the Printer Bridge, if it is running (CPU, memory, disk space, uptime)
  • Recent Printer Bridge events
  • Automatic checks for your issue category
  • Printing results from the last 24 hours (how many prints succeeded or failed)
  • Your recent activity and recent changes to products, categories, printers, registers and settings (last 7 days)
  • Recent errors the browser recorded during your session
  • A snapshot of your store, such as today's sales count and open drawer sessions
More detail: the register flow, step by step

Submitting a Ticket from the POS​

CashierManagerAdmin

The POS version is a quick step-by-step flow designed for use during a shift. Anyone signed in to the register can use it.

Step-by-Step​

  1. Tap the gear icon in the POS header to open Settings.
  2. Scroll to Quick Actions and tap Get Support.
  3. What's the issue? Tap the matching category: Printer, Scanner, Software Bug, Cash Drawer, Card Terminal, Network, or Other.
  4. Is this blocking sales? Tap Yes - Urgent or No.
    • Yes - Urgent: The ticket is submitted immediately — no description needed — and a Call Us Now screen shows the support phone number. Once the ticket is created, its number appears with Reference this when you call.
    • No: You move on to the description step.
  5. Description: Type a brief description of what happened (optional). Below the box you can see the Auto-captured diagnostics: your name and role, the register, receipt and label printer status, and any findings for your category.
  6. Admins and managers also see Allow brand Support to access this store (with your POS brand's name, for example BrotherPOS). Tick it to let support agents look at your store read-only. Access ends when the ticket closes or after 72 hours.
  7. Tap Submit Ticket.
  8. The Ticket Submitted! screen shows the Ticket Number and Support ID.

If submission fails, you see Submission Failed with a Try Again button, and your Support ID if one was created. The support email address and phone number shown on these screens are your POS brand's own support contacts.

Urgent tickets

If something is stopping you from making sales, tap Yes - Urgent. The ticket goes in right away with the diagnostics attached, and you can call straight from the screen — support already has the details when you call.

When to Use POS vs. Admin Panel​

SituationRecommended
Issue happened while ringing up a salePOS
Quick report during a busy shiftPOS
Issue needing a detailed descriptionAdmin Panel
Account, login or inventory issueAdmin Panel
You want to let support look at your storeEither (admins and managers only)
More detail: what to include, with examples

What Information to Include​

The more detail you give, the faster support can help:

  • What happened — "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 steps you took.
  • Error messages — Include the exact wording of any message you saw.
  • Which register(s) — Is it 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 on and the Printer Bridge is running. Sales complete but no receipt prints. I restarted the printer, checked the cable, and tried Test Print in the POS Settings — nothing came out.

Example of a Less Helpful Description​

Printer doesn't work.

More detail: priority

Priority​

Priority comes from one question: Is this blocking sales?

AnswerPriorityWhat Happens
Yes - UrgentUrgentOn the POS, the ticket is submitted immediately and the support phone number is shown. In the admin panel, the ticket is marked urgent when you submit.
NoMediumYou describe the issue and submit normally.

There is no separate priority selector. If something is blocking sales, choose Yes - Urgent and call.

More detail: after you submit

After You Submit​

  1. Your ticket reaches the Brother POS support team with the diagnostic information attached.
  2. A support agent reviews it.
  3. The agent may resolve the issue or contact you for more information.
No ticket status page

There is no page in Brother POS to check a ticket's status or reply to it. If support needs more information, they will get in touch with you. Keep your Ticket Number or Support ID handy.

More detail: remote support

Remote Support​

AdminManager
  • Store access: When submitting from the admin panel or the POS, admins and managers can tick the box to allow support to access this store (Allow ... Support to access this store in the admin panel, with your POS provider's name in it). Support agents can then look at your store read-only to troubleshoot. Access ends when the ticket closes or after 72 hours, whichever comes first.
  • Remote session details: If the Printer Bridge on your computer reports remote-access details, they are included in the ticket so support can arrange a remote session with you.
More detail: self-help before submitting

Self-Help Before Submitting​

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

  1. Common Issues — Quick fixes for the top problems.
  2. Printer Issues — Detailed steps for printers.
  3. Search this knowledge base — Use the search bar at the top of any page.
More detail: who can do what

Permissions Summary​

ActionCashierManagerAdmin
Submit ticket from the POSYesYesYes
Submit ticket from the Admin PanelNo (cashiers use the POS)YesYes
Allow support to access the storeNoYesYes

What's Next?​

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