Help centre

Help, when you need it.

Find setup and service guides, check system status or email the UK team. Use the published support terms for the response commitments on your plan.

Email support

Email support@servio.uk with your venue, what happened and any order reference. Starter includes email support, help articles and setup guidance, Monday to Friday 09:00–17:00 excluding England and Wales bank holidays. We aim to reply by the end of the next covered working day. All hours use Europe/London time.

Priority support

Growth includes priority email, scheduled callbacks or screen sharing and hands-on migration. Coverage is Monday to Saturday 09:00–18:00, excluding England and Wales bank holidays, with a first-response target of four support hours. Enterprise includes a named contact, priority escalation, scheduled calls and onboarding coordination, daily 09:00–21:00 including bank holidays, with a two-support-hour first-response target. All hours use Europe/London time.

Help articles

Six written articles cover first-service preparation, menu import, payments, kitchen tickets, connectivity and exports. Use the checks below to describe a service issue clearly.

System status

Current service checks and published incident updates. Check the status page.

Help articles

Mid-service, something is wrong

Check app.servio.uk/status for incidents, then check the device, connection and affected order. If an incident is open, follow the published updates and your venue’s fallback procedure. A local issue may still need investigation when the status page is healthy.

Orders are not reaching the kitchen

Confirm that the order is saved and the display is online and viewing the correct venue and station. Check the item assignments, then reload the kitchen display if needed. An authorised staff member can work from the order list while investigating. Avoid resending an accepted order.

A card payment will not go through

Check the error and whether one card, reader or all payments are affected. Stripe charge readiness and payout readiness are separate. Issuer declines, connection problems, reader setup and account restrictions need different responses. If taking payment separately on an external reader, confirm it there and record the manual tender once.

The internet has dropped

A previously loaded POS can queue cash or external-card orders on that device and sync after reconnecting. Integrated Stripe Terminal payments cannot be queued offline. QR ordering, live kitchen updates and cloud reporting need connectivity. Keep a backup connection available and preserve browser data until pending orders sync. A hotspot may restore a local network failure if mobile coverage is available; it cannot resolve a platform incident.

A staff member cannot sign in

Check the intended account, venue access and confirmation status. An owner or authorised administrator can review staff access and eligible role permissions. Use the account recovery flow for a password problem; contact support if the account or provider error persists.

What to include in a support request

Send the venue, time, action, error and affected device or order reference. A screenshot and a clear description of whether one item, table or staff account is affected can help identify the issue. Do not include passwords or full card details.

Report intermittent faults too, including the last time they occurred and the steps that reproduced them. That lets support investigate even if the next attempt succeeds.

What support covers, and what it costs

Starter: email and setup guidance, Monday to Friday 09:00–17:00, with a first response by the end of the next covered working day. Growth: priority email, scheduled callbacks or screen sharing and hands-on migration, Monday to Saturday 09:00–18:00, with a first response within four support hours. Starter and Growth exclude England and Wales bank holidays. Enterprise: a named contact, priority escalation, scheduled calls and onboarding coordination, daily 09:00–21:00 including bank holidays, with a first response within two support hours. All hours use Europe/London time, including clock changes. A support hour counts only within your plan’s coverage window. These are first-response targets, not guaranteed resolution times.

Setup guidance covers menu import, QR preparation, eligible station routing and Stripe connection. Growth includes hands-on migration and Enterprise adds onboarding coordination. Equipment preparation and provider verification may need separate work.

Support can help identify whether the issue is with Servio, the device, network or payment provider. It cannot repair broadband or hardware or approve Stripe identity verification.

Before you go live

Create your account, confirm your email and review your plan. Add your business details, then confirm your free trial in Stripe Checkout. Complete regional setup to open the dashboard. Menu import, Stripe payouts, tables and device registration can follow from Finish setup. Prepare the workflows you need and test them before taking live orders. A setup call is optional; timing depends on the menu, equipment and payment verification. Compare the complete menu with its source, create staff access and test one QR code before printing the full set.

Timing depends on menu review, payment checks and equipment. If a step is unclear, email support@servio.uk with the venue, step and error.

Before you email support

Use the FAQ and product pages for plan and setup questions. For a service issue, check the status page and email support@servio.uk with the venue, time, action and error.

Going live

Choosing or switching

A critical incident is a Servio fault that prevents core ordering or integrated payments at your venue with no workable alternative. We prioritise these across all plans and aim to acknowledge them within one support hour during your plan’s coverage. This is a response target, not a promise of a fix within that hour. All hours use Europe/London time, including clock changes. A support hour counts only within your plan’s coverage window. These are first-response targets, not guaranteed resolution times.