Help Us Help You – Faster!

By Deric

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We do our darnedest to build the best possible product – but sometimes things just aren't working as intended. To help us get you up and running again as quickly as possible, follow the tips on this page when you're calling or writing in! 


Contents


Payments and Order Syncing

For issues with payments, orders, and/or syncing issues:

  • Visit our Help Site to see if there are additional troubleshooting steps for your specific issue.
  • Provide the POS database from all stations which the order was modified on.
  • Provide the affected order/invoice number(s).

If you are in a syncing environment, please provide the database for the Main POS as well. When in doubt, send the database from all POS stations to ensure that all data is provided. 

It is important to note that you should only send send the database outside of normal business hours. Depending on your internet speed and menu data, this process may take between 5-30 minutes per station. The POS will be unavailable until the database is completely sent.

To send the database from the POS, open the Revel app and type 911912. Then tap Log In. This will send a copy of any orders or batches in the POS for possible recovery. Our Support agents will check to confirm that we have received the database.


Reporting

For issues with reports and reporting variances, please provide the following:

  • Screenshots of the report(s) and/or the exported report(s).
  • Specific date and timeframe for the variance.
  • A list of the filters included from when you originally ran the report.
  • If your reporting is related to credit/debit variances, please provide the batch report from your payment gateway/processor for the timeframe or payment(s) in question.
  • If your issue is related to third party integrations, please provide the same reports from the third party.

Please note that Revel only sends payment data from Revel to your payment gateway/processor. We will be able to reconcile variances with Revel's reporting and your payment gateway/processor's batch reports. However, we will not be able to reconcile variances with Revel reports and actual payments deposited to your bank account.


Menu and System Changes

For issues with menu changes (products, modifiers, ingredients), systems changes, and settings or configurations changes:

  • Go to the Action Log report (Reports > Other Reports > Action Log) and filter by the specific timeframe when the changes were made. This report will show who made the change, when the change was made, what was change, and the values before and after the change.
  • Provide what setting, product, or configuration that was changed.
  • Please also provide the time frame when the change occurred.

Networking and Hardware

For issues with networking and/or peripherals (card swipes, printers, scanners, customer displays, kitchen displays, etc.):

  • Visit our Help Center to see if there are provided troubleshooting steps for the issue you're experiencing.
  • Check the physical connections of the network (Ethernet) & power cables, to confirm that everything is securely connected. 
  • Check to confirm that the iPad (POS) is still connected to the Revel network.
  • Provide the name of the device(s) that are still having issues.
  • Please also provide the exact error message and screenshots of the error (if applicable).
  • Check to see if the issue is isolated to one or all devices.

General Issues

For General Issues:

  • Visit our Help Center to see if there are provided troubleshooting steps for the issue you're experiencing.
  • Provide the POS database, screenshots of the issue or error message(if applicable), and also the timeframe for when the issue first occurred.
  • Let us know if there were any changes to the system (software updates) and/or changes to the business (changing an existing integration and/or adding an integration, hardware added and/or replaced, network changes via your ISP and/or getting a new ISP, etc.).
  • Lastly, provide the exact steps to reproducing the issue and any additional information which could help aid investigation into the issue.

When submitting a technical support issue, the more data you can provide, the faster it will take for our Support team to identify and resolve the root cause of the issue. To ensure that the data is retained, we recommend that you reaching out to us as soon as the issue is noticed. 



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