Your FoodGenius support
Got questions? We've got Matthias!
Matthias has been with us for over ten years. He and his team are here to help, with humour, expertise and patience.
Support is available 24/7 on every plan. It’s included during your trial and with POS Genius. On Starter and Pro, you can use our paid emergency support service.
Your direct line to us.
Trying FoodGenius? For your first 30 days, you can reach us around the clock by phone, chat and video.
After the trial. Support to match your plan.
POS Starter
Monday to Friday, 9 am–6 pm
POS Pro
Phone and chat
Monday to Friday, 9 am–6 pm
POS Genius
Phone, chat and video
Around the clock
For priority S1 incidents: 24 hours with Starter, 8 hours with Pro and 4 hours with Genius. Response times refer to the first reply, not a guaranteed resolution time. Pro includes 60 minutes of live onboarding; Genius gives you priority support.
24/7 on every plan.
24/7 support is included during your trial and with POS Genius. On Starter and Pro, you can use our paid emergency support service outside regular service hours.
A flat fee of €89 plus €25 for every 15 minutes of work or part thereof.
Emergency support: 06858 / 9797 110
There are no emergency support charges for problems caused by bugs in the FoodGenius software.
So you can get on with your day.
Bring your data with you.
Our AI can import almost any data that FoodGenius can process and use. We’ll help you along the way. You check the imported information and fill in anything that’s missing.
Connect your devices.
FoodGenius checks whether it can connect to your existing devices. Our team helps you get them set up. You buy any new devices separately if you need them.
Get help with day-to-day questions.
Need help with a feature, or is something not working as expected? Our team helps you use FoodGenius and identify the cause.
Data import and help connecting your devices are included.
Good to know.
Can I get support during the trial too?
Yes. Our 24/7 support is included for your first 30 days. Our team helps you get set up and answers questions about using FoodGenius.
Do I need a finished menu to get started?
No. All you need to get started is your email address. You can then upload your menu directly to FoodGenius. If your menu isn’t ready yet, you can add your items one by one.
Which devices and operating systems does the POS run on?
FoodGenius runs on devices and operating systems with an up-to-date browser. The layout adapts to your screen size, whether you’re using a computer, tablet or smartphone.
We help you connect existing printers and payment terminals. You buy new devices separately; they aren’t included in the software price.
What happens after the 30-day trial?
You subscribe to your chosen modules directly in FoodGenius. You can do this during the trial; billing only starts afterwards. If you don’t subscribe, only the “Modules” section remains accessible from day 31. You can choose and subscribe to your modules there.
Which printers and payment terminals are supported?
The following printers have been tested with FoodGenius:
- METAPACE T-3 via a Raspberry Pi print client
- Sunmi 80mm Kitchen Cloud Printer
- Adyen S1F2, which can also be used as a printer
Adyen S1F2 and Adyen S1F4 are supported as payment terminals.
What happens if my internet connection goes down?
FoodGenius needs an internet connection. You can’t continue using the POS without a connection to the server.
Adyen terminals have a built-in Lifelong SIM. Where mobile coverage is available, they can keep working over the mobile network if your business’s internet connection goes down. Other devices still need their own internet connection.
How are orders and payments synchronised after a connection drops?
Orders are stored centrally on our servers and retrieved from there. Payments are also processed on the server. If the connection drops, orders already saved and records of payments already processed remain available on the server. FoodGenius accesses this data again once the connection is restored.
Where is my business data stored, and how is it backed up?
Your business data is hosted by Hetzner at its Nuremberg, Falkenstein and Helsinki locations. We back it up continuously. An additional backup is stored at a different location in a separate VSE NET data centre.
Automatic recovery is checked regularly through automated restore tests.
Hetzner and VSE NET have ISO/IEC 27001:2022-certified information security management systems for their hosting and data centre services. See the Hetzner ISO certificate (PDF) and the VSE NET ISO certificate (PDF).
Meet FoodGenius. And the people behind it.
Try FoodGenius in your business for 30 days. Our team helps you get started.