Support and contact: WhatsApp, working hours and remote connection
The WhatsApp written support line, working hours, why there are no phone calls, what to include for a quick answer, and how to set up a remote connection with Alpemix.
BenimPOS support is given in writing over WhatsApp: you can message our WhatsApp support line at 0312 911 2233. Support is free. Our working hours are weekdays 09:00–18:00. We have no phone or voice call line; you can explain your issue in writing or by sending a voice message (audio recording). If we need to look into a problem, we connect to your computer remotely with Alpemix; installing the program and integrations is self-service, and we do not connect for installation.
Contact channels
| Channel | What for |
|---|---|
| WhatsApp support line: 0312 911 2233 | All questions, license and payment matters, remote connection requests. Messages and voice messages only; voice calls to this number are not answered. |
| Email: [email protected] | Written requests and sending documents. |
| Help Center and Tutorials in the web panel | Step-by-step guides; available 24/7. |
Working hours
- Weekdays 09:00–18:00. During lunch (about 12:30–13:30), replies may be delayed and no remote connections are made.
- No support is given at weekends or on public holidays.
- Messages you send outside working hours are not lost; you get an automatic “we have received your message” reply, and messages are answered in order at the start of working hours.
What should I write for a quick answer?
- Your account's registered email address or your business number starting with U (on the web in My Profile › My Business Info, in the desktop app at the top of the home page, on mobile in Menu › Profile).
- Which app you have the problem in: web, desktop or mobile; for the desktop app, the version number (starts with V).
- When and on which screen the problem happened; a screenshot of the error message or a short screen recording.
- For desktop problems, the computer's App Key (shown at the bottom of the desktop home page).
Our support team cannot see your password and will never ask you for your password, SMS verification code or card details. For security, account details are given only to the owner of the phone number registered on the account; the registered email and phone are given partially hidden.
Remote connection (Alpemix)
When we need to look into a problem (e.g. checking data sync, or an error not covered in the installation guide), our team connects to your computer with Alpemix. We do not connect remotely for new installations or for setting up integrations (fiscal cash register, card terminal, scale, printer, etc.); you do these yourself with the guides in the Help Center. No other remote connection program (AnyDesk, TeamViewer, etc.) is used.
Download Alpemix
On the computer with the problem (not on your phone), download Alpemix from this link: https://benimpos.s3.eu-central-1.amazonaws.com/Alpemix.exe. No installation is needed; run the downloaded file. If Windows shows a warning, choose More info › Run anyway.
Send the ID and password
Send the Alpemix ID and password shown in the window that opens, together with your registered email address, to our WhatsApp support line. Give these details only to the BenimPOS support line.
During the connection
The team lets you know when they connect. Until the work is finished, do not use the mouse or keyboard, do not close Alpemix, and reply to messages; if there is no reply for about 3 minutes, the connection ends by itself. For desktop work, keep the manager login open in the app.
If the connection drops
Close and reopen Alpemix; the ID and password may change each time it opens, so send the new ones. If the computer was restarted, also send the new ID and password.
During a remote connection, BenimPOS-related settings are made. Installing printer and barcode scanner drivers, installing/removing Windows and other programs, hardware faults and editing your Excel files are not covered by support; for these, get help from your computer technician or the place where you bought the device.
Frequently asked questions
Can I call you by phone? Will you call me?
No. Support is given only in writing over WhatsApp; this is company policy. If you find writing difficult, you can send a voice message on WhatsApp; our team replies in writing and connects to your computer remotely if needed.
Can we have a video call or a live demo?
No. To get to know the product, you can try all features in your own account during the free trial: Free trial.
Am I chatting with a real person?
On the WhatsApp line, the first replies may come from an automated assistant; topics the assistant cannot solve are passed to our support team.
WhatsApp asks me to type “Continue”. Why?
Under WhatsApp rules, this confirmation is needed for the conversation to continue. Press or type Continue, then send your question.
Do you do on-site installation? Do you have a representative in my city?
BenimPOS has no field team or representatives in cities, and we do not connect remotely for installation either. Installing the program and integrations (fiscal cash register, card terminal, scale, e-invoice, SMS, etc.) is a free self-service: you do it yourself by following the step-by-step installation guides in the Help Center; if you prefer, you can give the guide to a computer technician near you and have them install it.
Will you connect to my computer and do the installation or integration for me?
No. No remote connection service is given for new installations or setting up integrations. You do the installation yourself with the steps in the guide. If you get an error that is not covered in the guide, message our WhatsApp support line with a screenshot; if needed, our team connects with Alpemix to look into the problem.
Where can I learn to use the program? Do you offer training?
No one-to-one or phone training is given. You can use the step-by-step articles in this Help Center, the Tutorials in the user menu of the web panel (the four squares icon at the top right) and the benimpos.com/makale page. You can ask about the step you are stuck on in writing. To get started: First setup.
I have a feature suggestion. How do I send it?
Message our WhatsApp support line with your registered email; your suggestion is passed to the software team. Requests are assessed by general benefit and demand, and no date can be given. No custom development is done for individual businesses.
Someone came to my shop saying “we are from BenimPOS”.
BenimPOS has no team that makes site visits, and does not call you by phone for support. Do not share your details with such people, and report it to our support line. In special cases such as a dealership application, an authorized person may call you; if they cannot reach you, they leave a message on WhatsApp.
Who should I write to about the API and software development?
For API keys and technical integration questions, write to [email protected]. Services and examples are in the API documentation.
How do I cancel my subscription in the FiyatBu app?
FiyatBu is a separate app, and its account is independent of your BenimPOS account. The subscription fee is charged through the App Store / Google Play, so cancel the subscription in the subscriptions section of the store on your phone; refunds are also requested from the store. For other FiyatBu questions, you can message our support line with the email registered in FiyatBu.