At Seamless, we’ve built our support model to be fast, practical, and efficient without passing enterprise-level support costs onto independent hospitality businesses.
Unlike large corporate EPOS providers with call centres and ticket queues, our support is handled directly by the team that builds and improves the product every day.
Proactive support is a key theme that we develop continuously, monitoring sites who might be experiencing a volume of errors and in certain cases, reaching out before an issue is raised. We also pride ourselves in developing plain english error messages, self recovery flows and use AI in our help desk to attempt to give instant guidance.
Why We Use WhatsApp and In-App Chat
We provide support primarily through:
WhatsApp messaging
Live chat inside the Seamless app
We intentionally keep support written and asynchronous rather than phone-based.
This allows us to:
respond faster overall
handle multiple venues efficiently
keep a clear history of troubleshooting
share screenshots, videos, and links easily
keep costs low while still offering high-quality support
In practice, most issues are resolved much faster through messaging than through scheduled phone calls.
We typically aim to respond to your queries on email and whatsapp within 2-3 hours with a guarantee of 24 hours for low priority queries.
Response Times
Our aim is to respond to all support requests within 2-3 working hours, although many messages are answered significantly faster.
Please note:
response times may vary during busy service periods
evenings and weekends can occasionally take longer
non-urgent queries may be prioritised behind operational issues affecting live trading
If your venue is unable to trade due to a critical issue, we will always prioritise this as quickly as possible.
About Phone Calls
Seamless does not operate a traditional inbound phone support line.
In some cases, we may arrange a call or remote session when it’s the quickest way to resolve a problem, but support starts via WhatsApp or in-app chat first.
This helps us keep communication organised and ensures no issues are missed.
Built for Independent Hospitality
One of the reasons venues choose Seamless is because we offer a modern, flexible EPOS system without the inflated costs and rigid contracts common in enterprise hospitality tech.
Keeping support streamlined and efficient is part of how we do that.
We genuinely care about helping our customers succeed, and we’ll always do our best to support you quickly and fairly.
EMERGENCIES: If your query is urgent and preventing you from trading please call 0808 160 6860 to log a request, our lines are open 24/7.