Bought from SAM4sDirect
Start the support intake and include the order number if you have it. Do not buy a support block first if you think the request may already be covered.
Start support intake →Register Support & Programming
Before you buy support
Let us check whether you already have coverage.
If the register came from SAM4sDirect, send the order number and purchaser email with the support request. We can check the purchase record, any applicable included support, warranty/protection and an active support agreement before deciding whether paid support is needed. You can also check or add warranty and protection coverage yourself.
Active support agreement
Use the same support intake so the exact register, symptom and urgency arrive with the request. Tell us that you have an active agreement.
Use covered-support intake →Not covered or bought elsewhere
We still support SAM4S registers purchased elsewhere. Remote support is $100/hour, with $50 30-minute blocks where applicable, during normal support hours.
See paid support options →Included support duration: this page intentionally does not state a fixed number of days. Coverage is verified from the purchase and support record so the policy can be set centrally without making a false promise on the storefront.
Help with a register you already own
You do not need to have bought the register from us.
We take paid remote support and programming work on SAM4S registers regardless of where the machine came from. That includes registers bought from another dealer, bought used, inherited with a business, or left without dealer support. Tell us the model and what is happening, and we will tell you honestly whether we can help remotely.
Support — something is not working
Choose support when the register is misbehaving and you need it diagnosed or corrected.
- The register is not operating correctly
- An error message or code needs diagnosing
- A printer, cash drawer or peripheral is not responding
- Questions about operating the register day to day
- Working out whether hardware has actually failed
Programming — something needs changing
Choose programming when the register works but the configuration is wrong or out of date.
- PLU or item changes
- Department changes
- Tax programming
- Receipt header changes
- Keyboard or menu changes
- Larger register setup or configuration projects
Bought the register from SAM4sDirect or think you may already have support coverage? Start the support intake before buying a block so we can check the purchase record and any applicable coverage first.
One-time technical support
2 optionsBuy a block of remote time for troubleshooting and diagnosis. Billed in 30-minute increments.
Register programming
3 optionsConfiguration work, scoped before substantial work begins. Larger projects are quoted separately.
Ongoing coverage
1 optionAnnual coverage for one applicable register or system, during normal support hours.
What to send us so the session is productive
Exact SAM4S modelFrom the identification label, not just the family name.
Support or programmingIs something broken, or does something need changing?
What is happeningThe exact error text, or the specific change you need made.
Does it currently operate?Whether the register powers on and rings a sale at all.
Existing support plan?Whether you already have an active agreement with us.
Where it came fromUseful context only. Buying elsewhere does not exclude you.
Add these details in the notes at checkout, or send them first if you would rather we confirm the work is possible before you pay.
Support hours
Monday to Friday, 9:00 AM–5:00 PM Eastern, excluding holidays. We do not offer or advertise 24/7 support.
Not everything can be fixed remotely
Some faults are mechanical or need parts. If remote work will not solve it, we will say so rather than bill for time.
Programming is separate
Programming is a distinct service from troubleshooting, and is not automatically included in a support plan.
Needing help more than occasionally?
If you expect several sessions in a year, an annual support plan may work out more economical than buying individual blocks of time. Compare the plan against what you are likely to use — it is not the right answer for everyone.
Before you buy, it is worth checking:
Common register problems
Manuals by model
Programming help by model
Programming assistant
Full support policy
Clear help, clear scope
Know what kind of help you need before the request is routed.
Sales guidance, general support and register programming are related, but they are not the same service. Giving us the exact model and the job you need done helps the request reach the right path faster.
Support hoursMonday–Friday, 9:00 AM–5:00 PM EasternWe do not offer 24/7 support.
Register selection comes first.
Use the Register Finder or send us the old model, business type, checkout workflow and peripherals. We can then narrow the equipment before discussing programming or payment options.
Find the right register →Programming is a defined service.
Tax setup, departments/items, keyboard changes, receipt information, clerks and peripheral configuration can require model-specific work. Programming is separate unless a product or package explicitly says it is included.
See programming scope →Start with the exact model and symptom.
Send the model, exact error or symptom, what changed, and useful photos. If the register is down, say “register down” in the request so the urgency is clear during support hours.
Support & service hub →Compatibility comes before the order.
Compatibility depends on the exact register model, interface, cable, firmware and programming. We verify the correct configuration before recommending an accessory.
Browse accessories →Before resets, initialization or memory clear:Preserve useful reports and programming whenever possible. Broad resets can erase information that may be difficult to recreate.