Help centre
Step-by-step guides for every module, including the troubleshooting sequences for printing and posting problems. Start here.
Support
Get unstuck
Most questions are answered faster in the help centre than by waiting for a reply. When you do need us, we can already see your configuration.
Ways to reach us
Pick the right channel and you will get a faster answer
In-app ticket
Raise a ticket from inside Penahak, against the document causing the problem. It arrives with your tenant, branch and the document already attached.
Best for anything data-specific
Phone and email
For anything urgent, or when the system is down and you cannot raise a ticket from inside it.
Faster resolutions
What to include when you report a problem
Almost every slow support case is slow because of a missing detail. These five things usually let us go straight to the cause.
- The document number — invoice, folio, voucher, order or stay reference
- The branch, outlet or terminal it happened on
- The date and roughly the time, and the business date if they differ
- What you expected to happen, and what happened instead
- A screenshot of any error message, showing the whole screen
Before you write in
The three most common calls
Each of these has a guide that resolves it in a couple of minutes.
The system will not let me post
Almost always a setup gate: a ledger, tax term or numbering series that is not yet mapped. The blocker names the mapping.
Read the guide
The system will not let me post
A kitchen ticket did not print
Work through the five-step diagnostic. The usual cause is a new dish with no product group, or a machine that is logged off.
Read the guide
A kitchen ticket did not print
The till does not balance
Check the shift was opened with the right float and closed with a declared count. Variance is reported per cashier and per terminal.
Read the guide
The till does not balance
Raise a request
Tell us what is happening
If you are an existing customer, raising the ticket from inside Penahak is faster because it carries your context automatically. Use this form if you cannot get in.