Tips from the team: our support share their best advice

At Teya, we believe that small, local businesses are the heartbeat of every community. We're here to simplify, support, and celebrate the people who serve others every day. A huge part of that support comes from our dedicated team, who are on the front lines helping our members make their businesses smoother and simpler.

We know that when you're running a business, every minute counts. So, we sat down with our customer support experts to gather their best advice. These are the tips and tricks they share with members every day to help them solve problems quickly, get the most out of their tools, and build a stronger partnership with us. Think of this as your inside guide to service excellence, straight from the people who know it best.

Advice from our support team

Our support team is more than just a help desk; they're problem-solvers, listeners, and your biggest advocates. They're genuinely invested in your success. They wanted to share some insights into how you can help them help you, making every interaction faster and more effective.

Come prepared with the details

When you get in touch, having a few key pieces of information ready can dramatically speed up the problem resolution process. Before you call or message, try to have this on hand:

• Your Member ID: This is the quickest way for us to pull up your account and see all your details.

• A clear description of the issue: What happened? What were you trying to do? What did you expect to happen? The more specific you can be, the better.

• Any error messages: If you saw an error message on your screen, write it down exactly as it appeared. This is a huge clue for our technical team.

• Timestamps: Knowing the approximate date and time the issue occurred can help us pinpoint the problem in our systems.

Having this information ready helps us skip the basic questions and get straight to finding a solution. It’s a simple step that fosters great team collaboration between you and our support specialists.

Trust our expert advice

Our team members go through extensive support training and have a deep understanding of our products and services. When they offer a suggestion or a troubleshooting technique, it’s based on experience and proven methods. We're committed to giving you factual, helpful information to enhance your user experience. We’ll never ask you to do something unnecessary. Our goal is the same as yours: to get your business running smoothly again as quickly as possible.

Get the most from your tools

Your Teya card machine and portal are powerful tools designed to make your life easier. A little bit of know-how can go a long way in preventing common issues and making sure you're using them to their full potential. Here are some of our team's top tips for managing your Teya toolkit.

Keep your card machine happy

Your card machine is a vital piece of hardware, and just like any technology, it benefits from a little care.

• Restart it regularly: One of the simplest yet most effective troubleshooting techniques is to turn your device off and on again. We recommend restarting your card machine at least once a week. This clears its memory and can resolve many minor glitches before they become bigger problems.

• Check your connection: Most payment issues are related to the internet connection. If you're having trouble, check that your Wi-Fi or mobile network is working correctly. Sometimes, simply moving the machine to a spot with a stronger signal can make all the difference.

• Keep it clean and dry: Gently wipe down your card machine with a soft, dry cloth to keep it free from dust and grime. Make sure to keep it away from liquids to avoid any damage.

Explore the Teya portal

The Teya portal is your command centre. It’s packed with features to give you insights into your business. Our support team often finds that members aren't aware of everything it can do. We encourage you to log in and have a look around. You can view detailed sales reports, track your transactions in real-time, and manage your account settings. Understanding these features can answer many of your questions without you even needing to contact us. It’s one of the best ways to improve your client satisfaction with our service—by empowering you to find the answers you need, when you need them.

Stay updated

We sometimes release software updates for our card machines and apps to introduce new features or improve security. These updates are important. Make sure your devices are set to update automatically or accept updates when prompted. Running the latest software version is a key part of our help desk strategies, as it ensures you have the best and most secure experience.

Tips from the Teya experts

Beyond day-to-day troubleshooting, our team has a wealth of knowledge that can help you run your business more efficiently and securely. These are some of the broader customer service insights they’ve gained from working with thousands of members just like you.

Understanding your statements

We believe in being honest and transparent, especially when it comes to fees. Your monthly statements are designed to be clear and easy to understand. We recommend taking a few minutes each month to review them in the Teya portal. If you ever see a charge you don’t recognise or have a question about your rates, please ask us. Our team is happy to walk you through your statement line by line, so you feel completely confident about what you’re paying. This transparency is a cornerstone of the trust we build with our members.

Protecting your business from fraud

Security is a top priority for us, and it should be for you too. Our support experts recommend a few best practices to keep your business and your customers safe:

• Be vigilant with suspicious transactions: If a transaction seems unusual or a customer is acting strangely, it’s okay to be cautious. Trust your instincts.

• Train your staff: Make sure your team knows the basic signs of payment fraud and what your procedures are for handling suspicious situations. Effective communication within your team is your first line of defence.

• Never share your login details: Your Teya portal login details are for your eyes only. Our team will never ask you for your password.

By taking these simple steps, you can help protect your business from potential threats.

Leverage your data

The Teya portal doesn’t just show you transaction data; it offers valuable insights. You can see your busiest times of day, your average transaction value, and trends over time. Use this information to make smarter business decisions. For example, if you see that you're busiest between 12:00 and 14:00, you can make sure you have enough staff on hand. This is the kind of expert advice that goes beyond simple support; it’s about helping your business thrive.

Helpful hints from our team

Building a strong, positive relationship with our members is what we're all about. We see ourselves as an extension of your team. Here are a few final hints from our support crew on how we can work together for the best possible experience.

Communication is a two-way street

We love hearing from you. Your feedback is incredibly valuable. If you have an idea for a new feature or a suggestion on how we can improve our service, please let us know. Many of our best service improvements have come directly from member feedback. When you share your thoughts, you're not just helping your own business; you're helping the entire Teya community. This kind of engagement is what makes our community so strong.

Let us know when things go right

While we're always here to help you solve problems, we also love to hear about your successes. Did a member of our team provide you with excellent service? Let us know. Positive feedback helps our team members feel valued and motivated. It also helps us understand what we're doing well, so we can make sure we keep doing it. Celebrating wins together strengthens our partnership.

Use our online resources

We've built a comprehensive online help centre filled with articles, guides, and answers to common questions. Before you pick up the phone, it’s often worth taking a quick look here. You might find the answer you need in just a couple of clicks, saving you valuable time. These resources are part of our commitment to providing helpful, accessible support solutions 24 hours a day.

We hope these tips from our support team have been helpful. We're proud to serve you and are always here to support you and your business. We are truly invested in your success, because we know that when your business flourishes, so does our community.