🚨 Check the Status Page
Before contacting us, please consult our live Status Page to verify if there's an ongoing incident:
The status page is also available on Smeetz Chatbot.
We update this page in near real-time with information on current issues, affected systems, and progress updates. We highly recommend subscribing to receive notifications. In case of an incident, a pop-up will also appear in your Back Office.
Evaluate the situation carefully. It’s often only a portion of the platform that’s affected. Consider some workaround when possible, for instance:
Delayed confirmation emails? Notify clients via your website or on-site.
Slow POS? Guide customers to book online using a QR code you’ve prepared in advance.
📞 Who and how to contact us
If your issue isn’t listed on the status page or if you need immediate help, reach our Customer Support team by:
Phone:
BE service +32 2 808 29 56
CH service +41 21 588 17 12
FR service +33 7 57 91 62 28
UK service+44 7400 818530
Email: support@smeetz.com
Please include in your message:
A clear description of the issue.
Affected sales channels and accounts id, available on the top right of near your initials.
Relevant time stamps, booking references, links.
Any screenshots, videos, or error messages is appreciated, especially for odd cases.
For issues occurring during the week, please contact the Smeetz Support Team via email or phone.
For weekend emergencies, we recommend calling directly to ensure a prompt response.
Urgent Issues are defined as anything that:
Blocks you from processing customer onsite, such as scanning.
Disrupts the ability to perform sales transactions at all or at the correct price.
Severely impacts app performance.
If a ticket is critical or requires special attention, feel free to escalate it through your Account Manager.
🖥️ Point of sale downtime – What to do
If your Point of Sale (POS) system is not working properly, Smeetz POS app has offline capabilities to diminish the probability of an actual downtime.
Useful Resources:
Use the App Scanner (if POS check-in is impacted):
Any device with a camera and a browser can access the scanner via scanner.yourcompany.com
Notify staff & redirect to online purchase:
If necessary, guide visitors to QR-code-based purchase.
🌐 Online booking downtime
If your online booking flow is unavailable:
If possible, open all POS stations and help people to get their tickets on KIOSK if you have such hardware.
(Make sure these are set up in advance under your marketing tools)
Inform your customers via social media or on-sitwe signage.
✉️ Emails Not Being Sent (Confirmation, Reminder, etc.)
If emails are not being sent:
Contact Support to investigate.
Note: Emails sent via the Smeetz system are queued and will be dispatched as soon as service resumes.
💡 Proactive Tips
Bookmark the Status Page and subscribe to our automated email list.
Keep a simple emergency workflow printed at the counter.
Ensure your staff knows who to contact in case of system issues internally.
🧘 Keep Calm, We’ve Got Your Back
Downtime is rare – but when it happens, our team acts fast. Your operations matter to us, and we’re committed to resolving issues as quickly and transparently as possible.
Still have questions or suggestions for improving this guide? Let us know at support@smeetz.com