Support Guide

Getting Support

    TABLE OF CONTENTS

  1. • Support Library
  2. • Community Forum
  3. • Basic Support (Trial & Soho)
  4. • Priority Ticket Support (Professional)
  5. • Phone Support (Plus & Enterprise)
  6. • Accessing Support
  7. • Talk to Us
  8. • Recent Updates
Where do I access this in Checkfront?
The Checkfront support hub can be accessed at www.checkfront.com/support. You can also access through Profile Menu > Support in your Checkfront dashboard.

 

Getting Support For Checkfront

At Checkfront we know that good support is critical to your business. Every plan, including our free trial, comes with a support package. We’ve tried to balance each of our plans with both solid, quality support and affordability. When your free trial is over, please select a subscription package that best matches the needs of your business.
 

Support Library

Our support library is a great place to start when looking for answers to questions you may have regarding the setup and general use of Checkfront. Every effort is made to keep our support documentation up-to-date, but if you can’t find the answer you’re looking for, or spot an out-of-date resource, please let us know by emailing our team at support@checkfront.com.
 
Docs Home
 

Community Forum

Our community forum is also a great place to ask questions and find answers from other members. Don’t be afraid to get involved and offer your opinions/solutions that can help other members, as well as our development team get the most out of Checkfront.
 

Community Forum

 

Quick Tip:
While logged into Checkfront, look for our inline help icon . Clicking on this will bring you directly to a help page related to where you are in the system. Sometimes however, the answer you’re looking for just isn’t there and you need some more direct assistance. Our support team wakes up every morning (sometimes in the middle of the night) eager to assist and solve problems. Please don’t hesitate to connect with us!

 
 


 

Basic Support (Trial & Soho)

All accounts come with our basic support package. This includes access to our community forums, documentation, tutorials and basic phone support.

Email/Ticket Support

Direct support can be obtained via our support portal while logged into your account, or by emailing support@checkfront.com.

Turnaround Time: 8 hours or less
Coverage: (Mon-Fri) 24 hours (Sat-Sun) 9am-8pm

Basic Phone Support

Telephone support for basic questions is limited to 15 minutes. Please contact us ahead of time to schedule your call, with details on the issues/questions you have. This allows us to make the most out of our time with you and provide the best support possible.

Phone: 1 (800) 559-0985
Call Time: 15 minutes

Online Chat Support

Online chat with a Checkfront Support Specialist is also available to all account subscriptions. Please see below for details on our online chat service.

Coverage: (Mon-Thu) 24 hours (Fri) 12am-8pm (Sat-Sun) 9am-8pm
 
 


 

Priority Ticket Support (Professional)

Subscribers to our Professional account at Checkfront can enjoy the same support benefits as our basic package, but with a slightly faster turnaround time when it comes to email and ticket support.

Email/Ticket Support

Direct support can be obtained via our support portal while logged into your account, or by emailing support@checkfront.com.

Turnaround Time: 6 hours or less
Coverage: (Mon-Fri) 24 hours (Sat-Sun) 9am-8pm

Basic Phone Support

Telephone support for basic questions is limited to 15 minutes. Please contact us ahead of time to schedule your call, with details on the issues/questions you have. This allows us to make the most out of our time with you and provide the best support possible.

Phone: 1 (800) 559-0985
Call Time: 15 minutes

Online Chat Support

Online chat with a Checkfront Support Specialist is also available to all account subscriptions. Please see below for details on our online chat service.

Coverage: (Mon-Thu) 24 hours (Fri) 12am-8pm (Sat-Sun) 9am-8pm
 
 


 

Enhanced Phone Support (Plus & Enterprise)

Along with our Priority Ticket Support, Enhanced Phone Support is available to our Plus and Enterprise account subscribers.

Email/Ticket Support

Direct support can be obtained via our support portal while logged into your account, or by emailing support@checkfront.com.

Turnaround Time: 4 hours or less
Coverage: (Mon-Fri) 24 hours (Sat-Sun) 9am-8pm

Enhanced Phone Support

Please schedule your call via your support portal and let us know a good time to connect with you. It also helps if we know the nature of the call ahead of time so we can allocate the appropriate resource to you. Enhanced phone support calls are limited to 30 minutes and can deal with setup questions of a more complex nature.

Phone: 1 (800) 559-0985
Call Time: 30 minutes

Online Chat Support

Online chat with a Checkfront Support Specialist is also available to all account subscriptions. Please see below for details on our online chat service.

Coverage: (Mon-Thu) 24 hours (Fri) 12am-8pm (Sat-Sun) 9am-8pm
 

Quick Tip:
If your plan doesn’t include enhanced phone support, and you’d like to book some time with one of our support representatives you can purchase a Configuration Assistance call by the hour. Please contact us for more information.

 
 


 

Accessing Support

As mentioned earlier in this document, you can access our support hub directly at www.checkfront.com/support. You might have done that already if you’re viewing this document!

Alternatively, you can access in-app assistance by clicking on the Help link in your main menu.
 

Support Help Button
 
 


 

Talk to Us

If you can’t find your answers in the Support Library, you are more than welcome to send your questions in to our Support Specialists who will be ready and waiting to assist you. Click on the Talk to Us tab to get started.

If you’ve opened up a support ticket before, you will see a list of them in the resulting view.
 

Support Talk to Us
 
Email support is the absolute best way to obtain assistance with your questions and problems. Emails enable us to build a comprehensive case history for your account. Support agents are able to look back on previous cases and tickets if they haven’t worked with you in the past. This allows for the fastest ticket resolutions to get you back to running your business quickly and efficiently.

 
Support New Ticket
 
To create a new ticket, click on the New Ticket button.
 

Support Question
 
After entering a subject for your message (1), you may be presented with links to possible solutions pertaining to the text you have entered. If you think one of these may help, go ahead and click on it to open the relevant document. Otherwise, enter your question (2), providing as much detail as possible as to the nature of your inquiry. When ready, click on the Send button (3) to submit your question.
 

Online Chat Support

If the phone and email is just not your thing, you can also chat with us online. When visiting our website at www.checkfront.com, you’ll see a Questions? Live Chat Now button at the bottom right of your screen.
 
Questions Tab
 
Click on that to open the chat window.
 

Chat Window
 
Enter your name and email address, so we can contact you again if a follow-up is required. Click the blue button to start chatting.

Coverage: (Mon-Thu) 24 hours (Fri) 12am-8pm (Sat-Sun) 9am-8pm

 
 


 

Recent Updates

The third tab in the Support pop-up is Recent Updates. Here you can see the progress we have made in terms of updating the Checkfront software, fixing issues and introducing new features.
 

Recent Updates