Tech Support

If you require technical support for a new or existing solution, please don't hesitate to contact us - for the fastest and most accurate service and resolution - please ensure you consult our continually updated FAQs before raising a ticket.

Please note that major incidents must be raised by phone.

To report a major incident, please call immediately for prompt escalation

Tel:	+44 1270 310500
Email:	it@sure.freshservice.com

Open a ticket

Please note - this tool is for technical support requests exclusively. Any sales requests, marketing materials, quotation requests (including those for tech products) will be deleted automatically. For these requests, please use the channels on this page. Thank you for your understanding.

ESL FAQs

My labels aren't updating, why?

Before raising a ticket, please ensure all of your gateways are plugged in and connected to the internet. If the issue is localised to specific labels, you can check their battery and health stats in the AIMS dashboard

My weighed product prices are coming through as fractions of their price, what's happening?

Some providers use the product weight as a separate field, which on the EPOS side is used as a multiplier. If your provider is sending the price without all of the supporting information - errors may occur. If your integration is with your POS provider - they will be able to support you with this. If it's a Sure custom integration, please raise a ticket.

I have changed my price on my till, but it hasn't yet reflected on my label, when will it update?

This depends on the nature of your integration - EPOS providers often send information in small update packets every x minutes rather than instantly, this ensures that rate limiting doesn't break your integration. Sure define the update cycle at every 15 minutes for their custom integrations, but this can be scaled up to as often as once per minute. EPOS providers may increase update frequency if you contact them, if you need faster updates with a Sure integration, please raise a ticket.

I've made custom templates, and they just don't look right.

AIMS can support a vast number of fields for every product, it's important to ensure you have the correct ones, and that they are scaled correctly to fit as you expect them to. Sure offer an ongoing template design service should you wish to outsource. Please enquire if this is of interest.

Sure have dedicated tech and design teams who can support with all manner of in-house template queries. If you are struggling to get the design you want, simply provide us with a reference, and we'll do the rest!