Help & support
Use this page to contact support, check your subscription summary, open social media links, and read support hours.
On this page: contact support · subscription · social media · support hours · privacy policy
Open the screen: Sidebar → Help & Support (bottom of the menu, always visible after login)
Every signed-in user
Any user who can log in can open Help & Support - no special permission is required.
Help & support page
What it does
Shows a welcome banner, your plan details, ways to reach support, official social channels, and when the team is available.
Step-by-step
- Open Help & Support from the bottom of the sidebar.
- Read the top banner - Help & Support, short description, PrathamPOS Admin badge, and note about email response time.
- Scroll the page - Subscription and Social media on the left (wide screens), Contact and Quick actions on the right, Support hours at the bottom.
- If your plan includes a Dedicated Account Manager, that contact card appears below the banner.
Common mistakes / FAQs
- I need to change my password or photo. Use My profile from the top-right header - not this page.
- I cannot log in. Use Forgot password on the login screen.
Subscription summary
What it does
Shows your tenant-level plan from account settings for quick reference when you contact billing or support.
Step-by-step
- On Help & Support, find the Subscription card.
- Read the Status badge - Active or Inactive when shown.
- Review Plan, Duration, Billing period, and Subscription ID when available.
- Check Max terminals and Max locations badges if your plan includes limits.
- Read Plan description and Included features (up to 8 listed; more may show as Showing 8 of N features).
| What you may see | Meaning |
|---|---|
| Plan | Plan name (for example Standard Plan) |
| Duration | Plan length in months |
| Billing period | Start and end dates of the current period |
| Subscription ID | Reference for billing support |
| Max terminals / Max locations | Limits included in your plan |
| Included features | Features bundled with your plan |
Common mistakes / FAQs
- Loading subscription details… Wait for the card to finish loading.
- Could not load subscription details. Refresh the page or try again later.
- No subscription information was found. Nothing was returned for your tenant - contact support with your Client ID and business name.
- Unable to load subscription details because your session does not include a tenant restaurant context. Your login may not be tied to a restaurant. Contact support with your Client ID and business name.
Contact support
What it does
Opens email, WhatsApp, or phone contact options for product help, billing, and onboarding.
Step-by-step
- On the right column, open the Contact card - Tap a row to start a conversation.
- Tap Email to open your email app to support@achyutlabs.com.
- Tap WhatsApp to open chat with +61 457 454 857.
- Tap Phone to start a call to 1300 941 886.
Urgent access issues
Email support@achyutlabs.com with your Client ID, business name, and username. Include your tenant or store name for faster billing help.
Quick actions
What it does
Large buttons for the same contact options plus the privacy policy link.
Step-by-step
- Find the Quick actions card on the right.
- Tap Send email, Chat on WhatsApp, or Call now - same as the Contact rows above.
- Tap Privacy policy to open https://www.prathampos.com/privacy-policy/ in a new browser tab.
Social media
What it does
Opens official PrathamPOS channels in a new browser tab.
Step-by-step
- Find the Social media card on the left.
- Tap an icon for the channel you want:
| Channel | Opens |
|---|---|
| facebook.com/prathampos | |
| instagram.com/prathampos | |
| linkedin.com/company/prathampos | |
| YouTube | youtube.com/@PrathamPOS |
| X | x.com/prathampos |
| TikTok | tiktok.com/@prathampos |
Support hours
What it does
Shows when phone support is available and how quickly email is answered.
Step-by-step
- Scroll to the Support hours card at the bottom.
- Read times in Australian Eastern Standard Time (AEST) - badge Mon–Fri.
- Use the table below to pick the right channel.
| Channel | When / expectation |
|---|---|
| Phone & live help | 9:00 AM – 6:00 PM, Monday–Friday, excluding Australian public holidays |
| Reply within 24 hours; billing and access issues prioritised |
Outside business hours
Use email or WhatsApp - messages are queued for the next business day.
Help & support vs My profile
| Need | Where to go |
|---|---|
| Change name, phone, password, photo, or 2FA | My profile |
| Billing, plan limits, product help, contact support | Help & Support (this page) |
| Cannot log in | Forgot password |