1. 📩 Step 1: Check your junk, spam or clutter folder — sometimes voucher emails are filtered there.
2. Step 2: Confirm that the email address entered during purchase was correct (a small typo can stop delivery).
3. Step 3: Check whether the voucher was scheduled for a future delivery date. If so, it won’t send until that date.
4. Step 4: If you still can’t find it, search your inbox for “GiveaVoucher” or “gift voucher”.
5. Step 5: If all else fails, contact the retailer’s support team — they can resend or verify the voucher delivery.

1. 🛠️ Step 1: Complete KYC verification for your business — this allows payments to settle directly into your account.
2. Step 2: Once verified, open Tapa Office → Gift Vouchers → GiveaVoucher Setup Assistant.
3. Step 3: Add your voucher templates — either fixed denominations (e.g. £25, £50) or open-priced vouchers.
4. Step 4: Choose how to sell — use your unique GiveaVoucher.com link, add a button on your website, or embed the widget.
5. Step 5: Test a small order to confirm payments and email delivery are working correctly.

1. 🧾 Step 1: Ask the customer to check their banking app to see if the payment shows as pending or completed.
2. Step 2: In Tapa Office → Gift Vouchers → Orders, check whether the order is marked Pending or Finalised.
3. Step 3: If it’s still pending, wait a few minutes — some payments can take a short time to confirm.
4. Step 4: If the order never finalises, check your internet connection or payment gateway status.
5. Step 5: If the problem persists, contact RST EPOS Support with the customer’s order number for investigation.

1. ⚙️ Step 1: Go to Tapa Office → Gift Vouchers → Templates.
2. Step 2: To create fixed vouchers, enter set amounts such as £25, £50 or £100.
3. Step 3: To create open-priced vouchers, enable the “Open Price” option so customers can choose the amount.
4. Step 4: For promotions, go to Gift Vouchers → Promotions to configure discount or bonus voucher campaigns.
5. Step 5: Preview your templates before publishing to ensure branding and expiry settings are correct.

1. 💸 Step 1: The customer should contact the retailer that issued the voucher — refunds must come directly from them.
2. Step 2: The retailer logs into Tapa Office → Gift Vouchers → Orders.
3. Step 3: Locate the original voucher order and choose Refund.
4. Step 4: Confirm the refund reason and authorise the transaction.
5. Step 5: Inform the customer — funds will return to their payment method depending on their bank’s processing time.

1. 📊 Step 1: Check your junk or spam folder — sometimes automated reports can be filtered by your email provider.
2. Step 2: Confirm the schedule is active in Tapa Office → Reports → Scheduled Reports.
3. Step 3: Make sure your email is correct in Tapa Office → Employees → Back Office Users.
4. Step 4: Whitelist [email protected] if your email server filters automated messages.
5. Step 5: Try running it manually or contact support if still not received.

1. 📅 Step 1: Check the date range — make sure the start and end dates match the period you’re comparing.
2. 🏪 Step 2: Verify the branch, location or terminal filters in your report. If one report is filtered and another isn’t, the totals will differ.
3. 📂 Step 3: Check if the report is filtered by a specific group or department. For example, if one report only includes bar sales and another includes all departments, totals will vary.
4. 🕒 Step 4: If comparing reports, make sure that additional End of Days haven’t been run by checking the start and end date on the Till Report. Also check that the time period matches — for example, whether it’s using the full trading day (after-midnight sales included) or a strict calendar date range.
5. 🔄 Step 5: Re-run both reports using the same filters to double-check. Totals can differ slightly if users or tables are left open (depending on your configuration).

When reporting an issue with mismatched or missing report data, please include the following details so we can investigate accurately:

• 🗓️ Date range – the exact start and end dates you are comparing.
• 🏪 Branch, location and terminal – specify where the report was run (e.g. Main Bar Terminal 2).
• 📊 Report name and type – for example Business Sheet, Product Sales, or Tender Report.
• 👤 Group or department – if any filters were applied (e.g. Draught, Mains, or a specific sales group).
• 🕒 Time period – note if the report includes trading after midnight or follows a strict calendar date.
• 📷 Screenshots or exported copies – showing both reports being compared (PDF or Excel is fine).

⚠️ Providing this information helps support identify discrepancies quickly and confirm whether the issue relates to filters, configuration or data sync timing.

To help us process your menu update quickly and accurately, please include the following details in your request:

• 🏪 Site name and branch – confirm which site or location the menu update applies to.
• 📅 Date to implement – when you’d like the new menu or changes to go live.⚠️ Please allow at least 5 working days for programming requests to be actioned.
• 💷 Full pricing information – include all new prices or amendments clearly.
• 📂 Departments – specify which departments items should appear in (e.g. Draught, Mains, Desserts), or note if new departments need to be added.
• 🖨️ Printers – list which kitchen or bar printers each item should print to.
• 🍳 Cooking instructions or modifiers – include any required notes such as steak temperatures, sauces, or side choices.
• 📄 Full PDF or copy of your current menu – if available, this helps ensure names, layouts and categories are matched correctly.

We’ll review the details you’ve provided and get back to you as soon as possible.

1. 📩 Step 1: Receive Your Onboarding Link
   You’ll be sent a secure onboarding link via email. No login is required—just click the link to get started.
2. 🌐 Step 2: Access the Onboarding Portal
   The link will take you to our new onboarding portal, where everything you need is in one place.
3. 🧭 Step 3: Follow the Step-by-Step Instructions
   The portal will guide you through each step of the KYC process. Simply follow the instructions provided on each screen.
4. ✅ Step 4: Check Your Progress Anytime
   After submitting your information, you can return to the same link at any time to check the status of your onboarding.

1. 🏢 Company Information
   Name, registered address, company number, VAT number, and any other relevant business details.
2. 👤 Individual Information
   Name, address, phone number, and email for each company director or beneficial owner.
3. 🪪 Photo ID
   Used to verify each director’s or owner’s identity. Acceptable documents include a valid passport, driver’s licence, or national ID card.
4. 🏦 Bank Statement
   Used to verify your bank details for payouts. The statement should clearly show your account name, number, and sort code or IBAN.

1. 🏢 Step 1: New Company
   Enter your basic business details.
   
   • Trading Name: Your brand name as seen by the public (avoid city or area names).
   • Legal Name: Your registered company name, or your own name if you’re a sole trader.
   • Country & Currency: Select your operating country and the settlement currency.
2. 📄 Step 2: Registration Type
   Choose your legal business structure:
   • Organisation – for companies or associations.
     Examples: Private Limited Company, Listed Public Company, Incorporated Association.
     You’ll later need your registration number, legal address, directors and owners, and bank account details for payouts.
   • Sole Proprietorship – for individually owned businesses.
     You’ll later need your trading address, VAT number (if registered), and business registration number (if available).
3. 🧾 Step 3: Legal Name
   Enter the legal name exactly as it appears on your company registration documents.
   ⚙️ If you’re unsure of your official registered name, you can verify it on the UK’s Companies House register.
   If your business uses a trading name, confirm it when prompted (“Yes / No”). This helps match public branding to your legal identity.
4. 📞 Step 4: Business Phone
   Provide your primary contact number — this will be used for verification or support if needed.
5. 🌐 Step 5: Website or Social Media
   Add your main business website. If you don’t have one, include your social media page so we can verify your online presence.
6. 🏠 Step 6: Registered Business Address
   Enter your official address used for government and legal correspondence.
   Example: United Kingdom → Street Address → Post Code.
7. 💷 Step 7: VAT Number
   Indicate whether you have a VAT number.
   
   • Select Yes and enter it if registered.
   • Select No or Exempt if not applicable.
8. 🏭 Step 8: Industry
   Choose your primary business industry to help categorise your account correctly.
9. 👤 Step 9: Company Person (Directors / Owners)
   Provide details for each company officer or owner:
   
   • First Name / Last Name
   • Job Title and Date of Birth
   • Email and Phone Number
   • Country and Residential Address
   ⚠️ This information is required by financial regulations to verify each individual’s identity.
10. 🏬 Step 10: New Branch (If Applicable)
    Add any additional trading branches.
    Enter the branch name, country (United Kingdom by default), and currency (e.g. £ GBP).
11. 🏦 Step 11: Bank Accounts
    After submitting your initial application, you’ll be prompted to add your bank account details.
    These accounts are used for payouts and must match the details you entered in your company information.

1. 🔦 Step 1: Check the USB cable is fully seated in both the scanner and the POS terminal.
2. Step 2: Try a different USB port to rule out a faulty connection.
3. Step 3: Restart the POS terminal — scanners initialise during startup.
4. Step 4: Avoid unpowered USB hubs — scanners draw full current from the port.
5. Step 5: If still no light, test on another device to confirm hardware fault.

1. 💰 Step 1: Check that the cable is plugged firmly into the terminal’s drawer port or cash drawer port on printer.
2. Step 2: If the cable is attached to the printer ensure it is switched on and has paper.
3. Step 3: Complete a sale in TapaPOS to trigger the drawer.
4. Step 4: Try a different drawer to rule out a faulty lead.
5. Step 5: If still not opening, please contact RST Support.

1. 📶 Step 1: Check the PED’s Wi-Fi connection — reconnect if dropped.
2. Step 2: Restart the PED to refresh the network link.
3. Step 3: Confirm it shows as Connected under TapaPay → Devices in Tapa Office.
4. Step 4: Verify your site Wi-Fi is online and stable.
5. Step 5: If it still won’t connect, contact RST Support to check pairing and credentials.

1. ⚡ Step 1: Check the power cable is secure, not damaged, and unplug then plug back in.
2. Step 2: Make sure the plug is switched on.
3. Step 3: Look for a light on the power supply — if it’s off, test another socket.
4. Step 4: Try a different socket or cable if available.
5. Step 5: If still no lights or sounds, contact RST Support.

1. 🖨️ Step 1: Always check the cable between the printer and till is secure, not damaged, and unplug then plug back in.
2. Step 2: Make sure the printer is switched on and has paper.
3. Step 3: Check that the correct printer is selected on your POS.
4. Step 4: Restart both till and printer.
5. Step 5: Try a test print if still not printing, contact RST Support.

📞 Standard Support:
028 7186 5610
Available 9am–5pm, weekdays

🌙 Afterhours Support:
028 7186 0361
Available 5pm–9pm weekdays, 9am–9pm weekends & holidays

⚠️ Afterhours support is for urgent issues only.
💬 Support is available to RST EPOS customers with an active contract.
📧 Email: [email protected]

🕓 Standard Hours: Monday–Friday, 9am–5pm
🌙 Afterhours Support: Weekdays 5pm–9pm, Weekends & Holidays 9am–9pm
⚠️ Afterhours support is reserved for urgent issues only such as system or payment outages.

🖥️ RST Support can connect securely to your till using Teamviewer.
When requested, visit support.rstepos.com and follow the instructions.
⚠️ Only authorise connections when asked by an RST Support Specialist.