Who to call, and when
Support numbers and hours in one place. Some setup work can only be done by Genius Support, so you will probably call more than you expect, especially in your first weeks. Keep this page handy.
- CH 1Tech supportThe main Genius line and its hours.
- CH 2WorldpayA separate 24-hour line.
- CH 3Support onlySetup that you cannot do yourself.
- CH 4–5Be readyQuick answers, and what to have on hand.
- CH 6OthersThe PCI team and us.
Move between chapters with ← → or the buttons above. Tap Listen in any chapter to have it read to you.
Genius tech support
For anything that is not working on your Genius device or in the Portal, this is your first call.
- Call 866-646-7648.
- Monday to Friday: 8 am to 9 pm Eastern.
- Saturday and Sunday: 8 am to 7 pm Eastern.
Genius tech support
- Call866-646-7648
Hours
| Days | Eastern | Pacific |
|---|---|---|
| Mon–Fri | 8 am – 9 pm | 5 am – 6 pm |
| Sat–Sun | 8 am – 7 pm | 5 am – 4 pm |
If you got Genius through Worldpay
Merchants who got Genius through Worldpay have their own support line, and it never closes.
- Call 855-584-7550.
- Open 24 hours a day, 7 days a week.
- Use this line in place of the main tech support number in chapter 1.
Worldpay merchants
- Call855-584-7550
- Hours24 hours, 7 days
What only Support can set up
A lot of setup cannot be switched on from the Portal. Support has to do it for you, which is why you will call more than you expect.
- Auto Batch. Closing your batch automatically at a set time each day.
- Dual Pricing.
- Turning on EBT.
Make the call easier
- Call before you need it. Do not wait until the day you want the feature working.
- Ask for everything you need in one call.
- After Support makes a change, sync your POS so it shows up.
Call Support for these
- Auto Batch
- Dual Pricing
- Turning on EBT
Get a quick answer without calling
For a how-to question, you may not need to wait on the phone.
- The chatbot. Open the Genius help site and look in the bottom-right corner.
- The Genius help site. Search for the feature you are stuck on.
- These guides. Each one walks through a task step by step, and can read itself aloud.
If something is broken, or it is one of the setup items in chapter 3, call Support.
Open the Genius Retail Help CenterTry this first
- How do I...?Chatbot, help site or these guides
- It is not workingCall tech support
- Turn a feature onCall tech support
Have this ready before you call
Support will ask who you are and which device you are using. The Home Screen of your Genius device shows most of it.
- Your name, and the user you log in with.
- Your location name and account ID.
- The register name.
- The app version.
- Whether the device shows online or offline.
- What you were doing, and the exact words of any error message.
On hand for the call
- Your name and user
- Location name and account ID
- Register name
- App version
- Online or offline
- The error message
Other people to contact
Not every question belongs to tech support.
- Your PCI survey. Call the PCI team at 844-204-0412 or email pcicompliance@e-hps.com.
- A question for us. For your account, your pricing or anything in these guides, text Victor at 408-628-8905 or tap the green button.
- Another number you may see. The Genius help center and our Portal guide list 800-224-9730. That is a Genius support line too.
Who to call, at a glance
Four situations and where each one goes.