Contact ROLLER support

For immediate assistance with system incidents or urgent issues, please call us directly. For other inquiries or to provide detailed information, you can also reach us by phone or submit a support request.

 

Phone support for critical issues

Please use phone support for situations requiring immediate attention, such as:

• Account suspension
• System-wide outages (eg ROLLER applications are inaccessible, or you're unable to process any transactions across all devices)

ROLLER support phone numbers

Submitting your support ticket effectively

For most inquiries, submitting a support ticket is a great way to ensure our team has all the necessary details to assist you. Assistance via Support Tickets is also available 24/7.

Before you submit:
Have you already searched our comprehensive Help Center or explored the ROLLER Academy? You might find your answer there!

To help us resolve your issue faster, please include the following information when you submit your ticket.

1. Describe the issue

• Screenshots or videos that clearly show the problem.
• The specific steps you took to encounter the issue.
• The date and time the problem occurred.

2. Provide specific details (if applicable)

• The Booking ID or transaction number.
• The name of the specific product or discount.
• The specific report you were viewing.
• Emails or names of any affected guests or staff members.

3. Include technical context

• The app you were using (eg waiver, ROLLER POS, Self-serve Kiosk, online or F&B checkouts, or mobile check-in)
• Your web browser and version.

Submit a support request from the Help Center

1. To submit a support ticket from the Help Center, select the Submit a support request button in the top-right corner of any page. You can also use this direct link to the support request form.
2. Complete all form fields.
3. Clearly describe your challenge and attach helpful materials (eg screenshots, screen recordings). Providing detailed information upfront helps us solve your issue on the first try, avoiding back-and-forth emails and getting you a solution much faster.
4. Submit the request.

Submit a support request directly from Venue Manager

1. From Venue Manager, select the Help icon (?) at the bottom of the left-side menu.
2. The Help resources panel appears. From here, scroll down the panel and select Contact support team.
3. Complete all form fields.
4. Clearly describe your challenge and attach helpful materials (eg screenshots, screen recordings). Providing detailed information upfront helps us solve your issue on the first try, avoiding back-and-forth emails and getting you a solution much faster.
5. Select Submit.

Submit a support request directly from POS

1. On your POS device, go to Settings and make sure Enable 'Help' in the main menu is turned on.
2. From the main POS screen, select More (...).
3. Select the Help icon (?).
4. In the Help resources panel, select Submit a support request. You can also browse the listed help articles or select See all articles to open the full Help Center.
5. Complete all form fields.
6. Clearly describe your challenge and attach helpful materials (eg screenshots, screen recordings). Providing detailed information upfront helps us solve your issue on the first try, avoiding back-and-forth emails and getting you a solution much faster.
7. Select Submit.

Start a live chat from Venue Manager

If you’d like real-time assistance while using Venue Manager, you can start a live chat with our Support team directly from the Help panel.

To start a chat:

1. Select the Help icon (?) at the bottom of the left-side menu in Venue Manager.
2. In the Help panel, select Live chat support.
3. Enter your name and contact details, then select Start conversation.
4. Select the topic you need assistance with from the list, or type it into the chat.
5. Live chat will connect you with the next available agent.
   
   

You can continue working in Venue Manager while chatting — the conversation remains open and active in the Help panel, even as you navigate to different pages. If the chat window is minimized, you’ll be notified when the Support team responds.

What happens after I submit a support request?

After submitting your support request, you'll receive an email confirmation. The subject line will include your ROLLER Support Request number (eg ROLLER Support Request #XXXXX). This email confirms we've received your request and opened a case. It also includes a link to view your case status.

Once we receive your ticket, a support team member will review it and respond. Depending on the nature of your query, our team may also escalate it internally. Some of these tickets may be assigned a technical tracking number (eg BB-0000). This is an internal tracking number that is assigned to your ticket.

Understanding your ROLLER support

We're here to help you solve ROLLER issues quickly, so you can keep your venue running smoothly. This section clearly explains what our support includes (and what it doesn't). This way, you'll know exactly what to expect and how we can best assist with your specific plan.

Your Support Plan
Your ROLLER subscription includes access to a range of support resources. Please refer to your original Order Form for the specific entitlements included in your plan (Lite, Pro, Premium, or Enterprise). All plans typically include:

• Access to our comprehensive online Help Center.
• ROLLER Academy training resources.
• Phone & Ticket Support from our global team.

What items are included in Support?

• ROLLER Software configuration and basic 'how-to' questions.
• Access to major and minor releases.
• Support for bugs or defects in ROLLER applications. A bug or defect is a verifiable and reproducible software problem where ROLLER isn't functioning as expected or designed.
• Troubleshooting supported printers and card terminals.

What items are excluded in Support?

• Issues or questions with third-party technologies (eg Google Analytics).
• Maintenance requests of third-party technologies (eg Microsoft Windows updates).
• Custom solution development or integrations.
• Consulting or advisory services unrelated to direct ROLLER Software functionality (eg custom API development, data manipulation using third-party tools like Microsoft Excel).

Does our support offer Service Level Agreements (SLAs)?

No, ROLLER does not offer formal service level agreements (SLAs) on cases.

How do I escalate my support ticket to a manager?

If you feel your support ticket isn't receiving the required attention, or you'd like a manager's input, you can submit an escalation request here. A ROLLER manager will review your ticket and be in touch.