ABOUT US
Support
We're here to help. Whether you need technical assistance, want to understand our support processes, or need to check platform status — everything you need is on this page. Start with the Support Overview video below, or jump straight to our AI assistant to get help now.
How Our Support WORKS.
New to RetailNext Support? This short overview covers everything you need to know — how to raise a case, what to expect during a site visit, and how to get the most from our partnership.
Get Help NOW.
AI Support Assistant
Our AI assistant resolves most issues immediately. If it can't, it automatically logs a support case on your behalf.
Check Platform Status
See real-time visibility into any platform issues affecting all customers.
Escalate an Existing Case
Already have an open case? Reply directly to the email notification you received when your case was logged to add information or escalate.
Common QUESTIONS.
Getting Support
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How do I raise a support case?
Visit retailnext.net/support and engage with our AI assistant. The assistant is designed to resolve your issue quickly. If it cannot resolve your query, it will automatically log a support case on your behalf. To add information or escalate an open case, simply reply to the email notification you received when the case was logged — your reply is added directly to the existing case.
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What are RetailNext's support hours?
RetailNext provides full support coverage 24 hours a day, Monday through Friday. Weekend support is available for critical incidents. For real-time visibility into platform status and any issues affecting all customers, subscribe to our status page at retailnext.instatus.com.
Site Visits & Level 1 Checks
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What should I check before raising a support case?
Most sensor-related issues are related to power or network connectivity and can be resolved without a RetailNext site visit. Before raising a case, your IT team or store administrator should:
- Verify the sensor is connected to the cloud system with no connectivity issues
- Check network connectivity and internet access at the location
- Confirm power to the sensor and surrounding equipment
- Check that no store layout or display changes have occurred near the sensor
- Confirm the store was open and operating normally on the affected date
If connectivity issues persist after these checks, raise a case via the AI assistant at retailnext.net/support.
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When is a site visit billable?
Site visits are billable when the issue falls under customer responsibility — for example, cameras displaced or damaged due to store layout changes, display reconfigurations, or environmental factors such as water damage or electrical surges. If the site visit is required due to a RetailNext issue (such as faulty hardware under warranty or a software error), there is no site visit fee. We strongly recommend performing Level 1 checks before raising a case to avoid unnecessary billable visits.
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Who should I designate as my internal support contact?
We recommend assigning a RetailNext system administrator, IT contact, or internal help desk representative from your organization. This person should be capable of performing basic Level 1 troubleshooting checks and will be your primary liaison for support cases and site visit approvals. Please also provide a separate contact for approving site visits when remote resolution is not possible.
Not a Customer Yet? LET'S CHANGE THAT.
See what RetailNext can do for your stores. Book a discovery call with our team.