We're here to help! Before contacting us, please use the search function in this documentation – many answers can be found right here, allowing you to get started with solutions immediately.
How to Reach Us
Email & Ticket System (Recommended)
For the best processing and complete documentation, we recommend contacting us via email:
Your email automatically creates a support ticket that we can process in a structured manner. This ensures nothing gets lost and you can track the status of your request at any time.
Did you purchase your system through a retailer?
Your retailer is your first point of contact for support requests. If you purchased directly from bessa, please contact us directly.
Phone & Voice Message
Phone Availability:
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Monday to Thursday: 9:00 AM – 5:00 PM
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Friday: 9:00 AM – 2:00 PM
Outside business hours, on weekends, and Austrian public holidays, you can leave a voice message. This automatically creates a support ticket, which we will process promptly based on urgency.
Important: Please always leave your contact details for a callback so we can reach you as quickly as possible.
What We Need for a Quick Solution
The more complete your information, the faster we can help. Please provide as much as possible:
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Identification & Context
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Customer name (as in our system or on the order)
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Location (if you have multiple locations)
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Sales Point/Terminal (name, manufacturer, software version)
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Problem & Debugging
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Environment (hardware used, operating system, version)
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Support log (if available, please upload — see Upload a support log)
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Your request (detailed description or steps to reproduce the problem)
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Steps already taken (What have you already tried?)
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Tip: Missing information delays processing, as we need to request it separately. Complete details save time!
Upload a support log
The support log records what happens in the background of the app and is our most important basis for troubleshooting. Depending on the device, upload it in one of these ways:
|
Device |
Path |
Guide |
|---|---|---|
|
bessa POS — on the device |
Menu → Settings → Service & Diagnostics → Upload support log |
|
|
bessa POS — remotely |
bessa Manager: Location Management → Sales Points → select the Sales Point → Control → Upload Support Log |
|
|
bessa Connector (Windows) |
Connector menu (☰) → Settings → section Log Files → Upload now |
|
|
bessa Gastro Kiosk, order tablet and Connector on Android |
Open the log file on the device and send us its content |
Only upload the Sales Point's support log once you have agreed on the incident with us. After the upload, the Sales Point clears its local log — a second upload no longer contains the period of the original problem.
With the log, always tell us when (date and time) and on which device the problem occurred.
Types of Support Requests
Through our ticket system, you can submit various requests, including:
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Technical problems and troubleshooting
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Configuration changes
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Contract adjustments
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Questions about data evaluation and reporting
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General usage questions
First Aid: Use the Search!
Many common questions are already answered in this documentation. Use the search function at the top of the page – you can often find the solution yourself in seconds.
We look forward to helping you!