Support
Last updated: 27 September 2026
A service that stops in the middle of a rush can't wait. Here's how to reach us, and what helps us answer you quickly.
Contact us
By e-mail
For any question, configuration request or issue that doesn't block service.
contact@softorderglobal.com →By phone or WhatsApp
For an issue that blocks the till, the kitchen or order-taking.
+225 07 99 64 23 74 →We respond Monday to Friday. Support is provided by the Next Gen Consulting team, who design and operate the platform.
To help us move faster
Tell us in your first message:
- the establishment's name and the site concerned;
- the screen or workstation used (till, kitchen, server, front desk, administration);
- what you were trying to do, what happened, and at what time;
- a photo or screenshot, if possible.
Never send us a password or a PIN code: we will never ask you for one.
Frequently asked questions
A staff member has forgotten their password or PIN code.
The establishment's administrator can reset it from staff management, in the admin area. If it's the administrator themselves who has lost access, write to us.
The internet is down: can we keep serving?
Yes, if your site is equipped with the local Hub: order-taking, the kitchen and printing continue on the establishment's network, and everything resynchronises with the platform once the connection returns. Without a Hub, devices need internet.
A printer has stopped printing tickets.
Check that it's switched on, that it has paper, and that it's properly connected to the establishment's network. If the problem continues, call us and tell us which workstation is affected (kitchen, bar, till).
How do I add a staff member or change their rights?
From the admin area, in staff management: each person is given a role (server, kitchen, till, front desk, manager…) that determines what they can see and do.
Are our standardised electronic invoices (FNE) being transmitted correctly?
In Côte d'Ivoire, the platform sends invoices to the tax authorities. If a transmission fails, it is automatically retried. If an invoice stays pending, write to us with its number.
How do I add a site, activate an option, or change plan?
Write to us: we'll adjust your subscription and confirm the new price before it applies. The rules are described in the general terms.