How to contact Invu support - POS chat, WhatsApp, Help Center and following up on your case

Applies to Invu POS 6.10.6, the Admin Panel and the Invu Help Center (soporte.invupos.com). Labels are shown as they appear with the POS or the panel in English.

Key points:

• The fastest way from the store: on the POS, press and hold the Invu logo > Support and type your problem. Invi, the virtual assistant, answers, and passes you to a person when needed.
• To talk to a person, just write it: "I want to talk to a person".
• Send everything at once: business name, branch, device, a photo of the error and the order number if relevant.
• To follow up on an open case, write in the same conversation; do not open another case on another channel.

1. Invu support channels

• Support chat on the POS: press and hold the Invu logo and tap Support. This is the recommended channel from the store, because it sends the device details automatically.
• Admin Panel chat: when you are logged in to the panel, a round blue button at the bottom right opens the support chat.
• WhatsApp: message Invu support on WhatsApp, [TO CONFIRM: support WhatsApp number]. Invi greets you with three options: Tech support, Account & billing and Sales.
• Support phone and email: [TO CONFIRM: support phone and email, and whether a call can be requested].
• Help Center: the official guides are at soporte.invupos.com. On the POS, open it with Support > Help center.
• Invu payments and invoices: see "Pay your Invu subscription - account statement, unpaid invoices, payment receipt and suspended account".

Hours when a person answers: [TO CONFIRM: support hours].

2. Use the Support chat on the POS

1. On the main screen, press and hold the Invu logo.
2. Tap Support.
3. Type your question in Type your message… and tap Send.
4. Invi answers with steps from the official guides. Guide links open on the same screen.

The chat automatically sends the app version, device type, country, business and branch name, and the user's role, so you do not need to type them.

Messages you may see:

• "The answer is taking longer than usual. You can wait or contact support.": tap Refresh, or Contact support.
• "Not sent. Tap to retry.": tap the message to send it again.
• "No internet connection. Check the network and try again.": the device has no internet.
• "You sent many messages in a row. Wait a few minutes and try again."
• "The assistant isn't available right now. Here is the help center.": the chat is unavailable and the Help Center opens instead. Use another channel from section 1.

To start a new topic, tap the New conversation icon at the top.

3. What Invi can solve and how to ask for a person

Invi is a virtual assistant, not a person. It answers from Invu's official guides and can make mistakes. It helps with how-to questions and common problems: printers, kitchen tickets, reports, items, inventory, sync, electronic invoicing and more.

Invi passes you to a person on the support team when:

• you ask for it;
• it is urgent, or you already tried several steps without success;
• you need something only a person can do: prices or plans, double or wrong charges, refunds, changes to your account or plan, or recovering lost data.

When it passes you on, the POS shows one of two things:

• "A person on the support team is helping you. They will reply here." Keep writing in the same chat; replies arrive as Invu Support.
• A Contact support button: tap it to message support on WhatsApp.

Invi never asks for passwords, tokens or verification codes. Do not send them on any channel.

4. What to send so they can help you faster

• The business name and branch.
• The device: iPad, Android, Windows, printer, card terminal or KDS.
• The POS version: tap the Invu logo once and look at the menu title.
• A photo or screenshot of the error, and also type the text of the message: the assistant cannot see images or hear audio.
• The order number or invoice number, if the problem is with a sale.
• When it happened and what you were doing.
• For connection or printer problems, a photo of Troubleshoot (press and hold the Invu logo > Troubleshoot).

5. Following up on an open support case

• On the POS: if you closed the chat, open Support again. The app resumes the conversation from the last 12 hours, with any replies from the team. There are no notifications: open it to check.
• If an agent sent you an image or file, the POS chat only shows the text. Ask them to write it out.
• When support finishes, you see "The support team closed this conversation." If the problem continues, tap New conversation and mention the earlier case.
• On WhatsApp or the panel chat: write in the same conversation to ask about your case status.
• If nobody has answered, write in the same conversation instead of opening a new one, so the case is not duplicated.

6. Help Center: access and activation

• You do not need an account to read the guides at soporte.invupos.com.
• If you received an email to activate your Help Center account and the activation link does not work or has expired, ask support to send it again. Meanwhile you can read the guides and write through the POS chat, the panel chat or WhatsApp.

When to write to support

Write when a guide does not solve the problem, if you cannot sell or invoice, or if your account needs to be checked. If the POS froze, first check "Invu POS froze, hangs, went blank or will not open - what to do without losing orders". Send the details from section 4.