Something’s not working the way you expected, or maybe you just want to know if TORO can do something you haven’t tried yet. Either way, you’ve got options — and the goal here is to get you unstuck as quickly as possible.
Start Here First #
Before picking up the phone, take thirty seconds to do two things. First, check this knowledge base. We’ve covered a lot of common questions, and the answer might already be written out step by step. Use the search or browse by category.
Second, if you’re dealing with an error, write down (or screenshot) the exact message. “It gave me an error” is hard to troubleshoot. “It said ‘Connection timed out when syncing inventory'” is something support can work with immediately. The difference in resolution time is huge.
Also note your store name and which station you’re on — both are shown at the top of the TORO screen. Support will ask for these first, so having them ready saves a back-and-forth.
How to Reach Us #
Phone is the fastest option for urgent issues. If your register is down during business hours and you’ve got a line of customers, call. A real person will pick up and walk you through it.
Email works well for non-urgent questions, feature requests, or things that need a detailed explanation. You’ll get a thoughtful response, and there’s a written record you can refer back to.
In-app messaging is available in TORO — look for the Messages option under the Help menu. You can send a message directly to the TORO support team describing what you’re seeing.
What to Have Ready #
The more context you give support, the faster they can help. Here’s what makes the biggest difference:
- Your store name and which station/register has the issue
- What you were doing when the problem happened — “I was closing the drawer and clicked the finalize button”
- The exact error message, if there was one — a screenshot is even better than typing it out
- Whether it happens every time or just sometimes — intermittent problems are trickier, so this detail matters
- Whether it’s one register or all of them — this tells support whether it’s a local issue or something system-wide
You don’t need to diagnose the problem yourself. That’s what support is for. Just describe what happened as specifically as you can.
Things Support Helps With Every Day #
Configuration questions — “How do I set up a new special tax?” or “Can I change the loyalty points ratio?” These are quick calls that save you from guessing.
Troubleshooting — “My receipt printer stopped working” or “The credit card terminal isn’t connecting.” Hardware and software issues happen; support has seen them all before.
Training — “Can you walk me through how purchase orders work?” If you or your staff need a refresher on any feature, that’s a perfectly valid reason to call.
Feature requests — “Can TORO do X?” If the answer is yes, support will show you how. If the answer is not yet, your feedback goes directly into what gets built next. The features in TORO today exist because shop owners like you asked for them.
Data questions — “My sales report doesn’t look right” or “The inventory count seems off.” Sometimes the numbers need a second pair of eyes, and support can help you figure out what’s going on.
Resources You Already Have #
Beyond calling or emailing, you’ve got several self-service tools at your fingertips:
- This knowledge base at torocigarpos.com/manual/ — searchable, organized by topic, and growing all the time
- Reports and dashboards — if your question is “how is my business doing?”, the answer is probably already in ARM
After an Update #
TORO gets regular updates with new features, improvements, and fixes. These are applied by the TORO team — you don’t have to download or install anything yourself.
After an update, you might notice a new button here, a redesigned screen there, or an option that didn’t exist before. That’s normal and expected. Check the release notes or browse this manual for what changed.
If something looks different and you’re not sure whether it’s intentional or a problem, just ask. There’s no such thing as a dumb question when your point-of-sale system is involved. It’s better to spend two minutes confirming everything is fine than to spend two hours wondering.
Honestly, Just Reach Out #
Some people hesitate to call support because they think their question is too basic or they should be able to figure it out on their own. Don’t do that to yourself. You’re running a business — your time is valuable, and getting a quick answer beats struggling with something alone.
That’s what support is there for. Use it.
