Revel POS Customer Service — Expert Guide for Operators and IT Managers

Overview: what to expect from Revel customer service

Revel Systems (founded in 2010, headquartered in San Francisco, CA) is a cloud-native iPad and Android-based point-of-sale platform used by restaurants, retail stores, and enterprise chains. Customer service for Revel covers onboarding, daily technical support, hardware RMA, software updates, API/integration assistance, and account management. Support scope varies by plan: standard SMB subscriptions typically include email and portal support plus limited phone-hours, while enterprise contracts add dedicated account managers, custom SLAs, and on-site assistance.

This guide explains the practical details operators need: response and resolution expectations, the information to collect before contacting support, typical troubleshooting steps with rough timing, escalation paths, and how to minimize downtime. Where exact numbers are shown they are presented as practical industry norms or example SLAs; confirm precise terms in your Revel contract or at https://revelsystems.com/support.

Support channels and service levels

Revel’s documented support channels usually include: a web-based support portal (ticketing), in-app support links, email, and phone for higher-tier customers. Many merchants use the portal for non-urgent items and phone for production outages. For enterprise accounts, expect a named account manager and phone-based 24/7 escalation coverage — for SMB plans phone hours are often business-hours only (for example, M–F 8am–8pm local time is a common arrangement in the POS industry).

Typical SLA examples (your contract may differ): Severity 1 (system down, sales stopped) — initial phone acknowledgement in 15–30 minutes and target resolution or workaround within 4–8 hours; Severity 2 (partial outage) — acknowledgement in 1–2 hours and resolution within 24–48 hours; Severity 3 (non-urgent) — acknowledgement within 24 hours and resolution within days or in a future release. Always confirm the actual SLA in your signed agreement.

Onboarding, training, and account setup

Onboarding with Revel generally includes software setup, menu and inventory import, payment processor configuration, and optional on-site installation. Standard onboarding packages often run from a few hundred to several thousand dollars depending on complexity — for a single-location restaurant expect $500–$2,500 for professional services if you use Revel’s onboarding team; multi-site rollouts and custom integrations push that number higher. Training sessions commonly include 1–3 hours per store for manager training plus shorter 30–60 minute sessions for staff.

Revel’s support documentation and knowledge base (publicly at https://revelsystems.com/support or via the merchant portal) provide step-by-step guides for menu imports (CSV), user-role setup, and PCI compliance checklists. For enterprise customers, Revel often provides custom training materials, API workshops, and developer support to integrate third-party systems like accounting, payroll, and online ordering platforms (e.g., integrations with third-party gateways and services require API keys, webhook endpoints, and test environments during the integration window).

Troubleshooting common issues and practical fixes

About 70–80% of POS incidents are network, power, or peripheral (printers, cash drawers, card readers) related. Practical first-level troubleshooting that reduces ticket time includes: verify internet/WAN connectivity and router logs (2–10 minutes), restart the Revel terminal app and device (a controlled reboot usually takes 30–90 seconds), and confirm card terminal firmware and payment gateway status (checking provider status pages can take 1–5 minutes). These simple steps resolve many incidents immediately.

When contacting support, provide concise diagnostics to speed resolution: terminal ID, serial number, time window, screenshots of errors, whether the issue is persistent or intermittent, and recent changes (new network, new router, recent software update). If a hardware RMA is needed, expect shipping and replacement windows: overnight or 2–3 day RMA options are common for enterprise plans; standard RMAs can take 5–10 business days depending on inventory and shipping.

What to prepare before contacting Revel support

• Store account ID, merchant ID (MID) and terminal serial numbers — these are required to locate logs quickly.
• Description of the problem, exact timestamps (with time zone), steps to reproduce, and any recent changes to network/router, firewall rules, or third-party integrations.
• Network details: public IP, SSID, DHCP/static config, VLAN setup, firewall outbound rules (ports 443/80/5228 commonly required), and screenshots of router logs if possible.
• Payment processor and gateway used (processor name, last 4 digits of a failed transaction if relevant), plus any error codes shown on-screen or in reports.

Escalation, enterprise support, and contract considerations

Enterprise customers should negotiate clear escalation paths and RTO/RPO metrics in their Master Services Agreement. Useful contract items include guaranteed uptime percentages (e.g., 99.9% or better for cloud services), credits for downtime, defined on-site response windows, and hardware replacement lead times. Ask for a local contact or regional escalation manager if you operate multiple sites across time zones.

Before signing, validate total cost of ownership: subscription fees (monthly per terminal), payment processing fees (swipe/interchange), hardware costs (tablets $300–$1,000; printers $200–$500; integrated terminals $600–$1,500), onboarding fees, and any custom development hourly rates. Clarify cancellation terms and data ownership — ensure you can export full sales and customer data (CSV, API access) at contract termination without penalty.

Best practices to minimize downtime and streamline support

Maintain a local network diagram and backup internet (4G failover or secondary ISP) for critical locations; a tested failover reduces Severity 1 incidents by over 50% in many multi-site operations. Schedule and document regular backups and confirm your Revel plan’s data retention policy. Use staged rollouts for software updates: pilot on one terminal during off-hours before a full-site update.

Finally, create a runbook for staff with step-by-step instructions for common failures (printer jam, card reader offline, app restart). Keep a single, well-maintained support contact and a documented list of credentials and MID details so issues can be resolved faster when you contact Revel support through the portal or your account manager.

What is the phone number for Revel POS support?

If you prefer the phone, you can give Support a call at +1 (415) 744-1433 or at your location-specific number listed below.

Who bought Revel POS?

Shift4
Revel Systems is an iPad-based point of sale system co-founded by Lisa Falzone and Christopher Ciabarra. In June 2024, it was announced that the company was acquired by Shift4.

Does Revel refund?

Overview. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it.

How much does Revel POS cost?

$99/monthly
How Much Does Revel POS Cost?

Revel POS Software Costs	Implementation	Revel Advantage
Price Starts from: $99/monthly/terminal	Price On-boarding starts from: $674.00	Price Flat Fee of 2.49% plus $0.15

How do I contact Revel customer service?

Contact Revel directly at [email protected] or send a text to 855-651-1612. The Platform may contain links to third party websites, applications or services. These links are provided for your convenience only.

Is Revel support 24 7?

Internal support is available at +1 800 846 447 2 (24/7).