Help Desk

Customer Care & Technical Support

Dedicated support for our smart retail partners. Submit a support request and
our team will respond as quickly as possible to keep your operation running at its best.

How can we help you today?

For urgent issues affecting machine operation or customer payments, please contact us by phone or WhatsApp after submitting your ticket:
Monday – Friday: 08:00 – 19:00

Support Response Standards

✓ 60 min Response ✓ 24H On-site Response ✓ 7 Days Replenishment Schedule ✓ Remote Monitoring ✓ Credit issuance for verified dispensing failures ✓ Preventive Maintenance

Frequently asked questions

Find quick answers to the most common questions about our smart retail solutions, support services, and machine operations.

How do I report a machine issue?

Submit a support ticket using the form above and include the machine number, location, and a brief description of the issue. Our support team will investigate and respond as quickly as possible.

I paid, but my product was not dispensed. What should I do?

If your payment was successfully completed but the product was not dispensed, please submit a support request with the machine number, product selected, payment time, and transaction details (if available). After verification, we will either re-dispense the product (where possible) or issue a credit or refund.

A product is stuck inside the machine.

Please submit a support ticket and select "Product Stuck in Machine" as the issue type. Our team will investigate remotely and arrange on-site support if necessary.

The machine is out of products.

Our machines are replenished on scheduled routes based on demand. If your location requires an urgent refill, please submit a refill request through the Help Desk.

The machine appears to be out of service.

Please report the machine number and location. Our remote monitoring system allows us to diagnose many issues immediately, and if required, we will dispatch a technician.

Can I request new products?

Yes. We continuously optimize every location based on customer demand and sales insights. We welcome suggestions for new meals, snacks, beverages, and convenience products.

How quickly will I receive a response?

Our goal is to respond to support requests within 30–60 minutes during business hours. Critical operational issues are prioritized, and on-site support is typically arranged within 1–2 hours, where applicable.

How can I contact support for urgent issues?

For urgent operational issues, please contact us directly by phone +49152 29 0000 19 or WhatsApp +49 1522 966 0000 in addition to submitting a support ticket. This helps us respond as quickly as possible.