Getting Help & Support
Need assistance with Lemat Stock? Here's how to get help and access support resources.
When to Contact Support
Technical Issues
- App crashes or freezes
- Login problems or account access issues
- Data sync problems between devices
- Payment processing errors
- QR code scanning not working
- Performance problems
Feature Requests
- Need additional store categories
- Request new product attributes
- Want custom payment methods
- Need additional report types
- Suggest new features or improvements
- Integration requests
Business Setup Help
- Complex inventory setup assistance
- Multi-branch configuration guidance
- Employee role customization
- Advanced analytics interpretation
- Integration with other business systems
- Custom workflow setup
Account & Billing
- Subscription questions
- Account upgrades or downgrades
- Billing inquiries
- Data export requests
- Account deletion or data removal
- Payment method updates
How to Contact Support
Method 1: In-App Support
- Go to "More" tab
- Under "Support" section
- Tap "Contact Support" or "Help Center"
- Choose your issue category
- Submit your request with details
Best for:
- Technical issues
- Account problems
- Feature questions
- Quick inquiries
Method 2: Email Support
Support Email: support@lematstock.com
Include in your email:
- Your account phone number or email
- Store name
- Detailed description of the issue
- Screenshots (if applicable)
- Steps you've already tried
- Device and app version
Response Time: Within 24-48 hours
Best for:
- Detailed issues
- Attachments needed
- Complex problems
- Feature requests
Method 3: Phone Support
Support Hotline: [Contact number to be added]
Hours: Monday - Friday, 9:00 AM - 6:00 PM EAT
Best for:
- Urgent issues
- Account access problems
- Real-time guidance
- Complex setup help
Method 4: WhatsApp Support
WhatsApp Business: [Number to be added]
Available: 24/7 for urgent issues
Best for:
- Quick questions
- Screenshot sharing
- Follow-up on existing tickets
- Status updates
Self-Help Resources
Documentation
This Guide:
- Comprehensive user manual
- Step-by-step instructions
- Best practices
- Troubleshooting tips
Location: [Your documentation site URL]
Video Tutorials
Topics Covered:
- Getting started walkthrough
- Adding products and variants
- Processing sales
- Managing credit
- Reading analytics
- Multi-branch operations
Access: [YouTube channel or video platform]
FAQ Section
Find answers to common questions:
Account & Setup:
- How do I reset my password?
- Can I change my store type?
- How do I add more branches?
Products & Inventory:
- What's the difference between items and variants?
- How do I transfer stock between branches?
- Can I import products in bulk?
Sales & Payments:
- How do I process a credit sale?
- What payment methods are supported?
- How do I revert a sale?
Analytics & Reports:
- How do I view branch performance?
- What does receivables mean?
- Can I export reports?
Troubleshooting Common Issues
Cannot Login
Possible Solutions:
- Verify phone number is correct
- Check internet connection
- Try password reset
- Clear app cache
- Reinstall app
- Contact support if issue persists
App Crashes
Steps to Try:
- Force close and restart app
- Restart your device
- Check for app updates
- Clear app cache
- Reinstall app
- Report to support with details
Sync Issues
What to Check:
- Internet connection stable?
- App is up to date?
- Sufficient storage space?
- Force sync from settings
- Log out and log back in
QR Code Not Scanning
Troubleshooting:
- Clean camera lens
- Ensure good lighting
- Hold steady and focus
- Check QR code quality
- Try manual ID entry
- Verify camera permissions
Payment Processing Error
Steps:
- Verify payment method is configured
- Check network connection
- Retry transaction
- Use different payment method
- Contact payment provider
- Report to support
Feature Limitations
Current Limitations:
Store Type:
- Cannot be changed after initial setup
- Contact support for exceptions
Employee Roles:
- Only two role types (Manager/Employee)
- Custom roles not yet available
Categories:
- Must request new categories from support
- Cannot create completely custom categories currently
Reporting:
- Export options may be limited
- Custom reports require support request
Workarounds:
We're constantly improving Lemat Stock. If you need functionality not currently available, contact support to:
- Check if feature is coming soon
- Request feature prioritization
- Discuss alternative approaches
- Get custom solutions
Providing Effective Support Requests
Include These Details:
-
Account Information:
- Phone number or email
- Store name
- Number of branches
-
Issue Description:
- What you were trying to do
- What happened instead
- When it started
- How often it occurs
-
Steps to Reproduce:
- Step 1: ...
- Step 2: ...
- Step 3: ...
- Result: ...
-
Screenshots:
- Error messages
- Unexpected behavior
- Relevant screens
-
Device Information:
- Phone model
- Operating system version
- App version
- Internet connection type
Better Support Requests:
❌ Bad Request: "App not working. Fix it."
✅ Good Request: "I'm trying to create a variant for item ID 123 at Main Branch, but when I tap 'Add Variant' the app crashes. This started today after updating to version 2.1. I'm using Samsung Galaxy A12 with Android 11. Screenshots attached."
Community Resources
User Forum
[Forum link to be added]
Connect with other Lemat Stock users:
- Share tips and tricks
- Ask questions
- Learn best practices
- Share success stories
Social Media
Facebook: [Page link] Twitter: [Handle] Instagram: [Handle]
Follow for:
- Product updates
- Tips and tutorials
- Success stories
- Community highlights
Training and Onboarding
Need Help Getting Started?
We offer:
Free Onboarding:
- Initial setup assistance
- Basic training for you and your team
- Best practices guidance
- Q&A session
Advanced Training:
- Multi-branch setup
- Team training sessions
- Custom workflow design
- Ongoing support packages
Contact: training@lematstock.com
Feedback and Suggestions
We Want to Hear From You!
Feature Requests:
- What features would help your business?
- What integrations do you need?
- What reports are missing?
User Experience:
- What's confusing?
- What could be easier?
- What do you love?
Business Impact:
- How has Lemat Stock helped?
- What results have you achieved?
- Success stories to share?
Submit Feedback:
- In-app feedback form
- Email: feedback@lematstock.com
- User surveys (when sent)
Service Level Agreement
Response Times:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Cannot use app, business stopped | 2 hours |
| High | Major feature broken | 4 hours |
| Medium | Feature issue, workaround available | 24 hours |
| Low | Questions, minor issues | 48 hours |
Support Hours:
- Standard: Monday - Friday, 9 AM - 6 PM EAT
- Emergency: 24/7 for critical issues
- Holidays: Limited support, emergency only
Privacy and Security
Your Data is Safe:
- Encrypted transmission
- Secure storage
- Access controls
- Regular backups
- Privacy policy compliance
Need Data Export?
Contact support for:
- Complete data export
- Specific report extraction
- Backup copies
- Migration assistance
Emergency Situations
Critical Issues:
If you experience:
- Complete app failure during business hours
- Data loss
- Security breach
- Payment processing completely down
Call Emergency Hotline: [Number]
Available: 24/7 for true emergencies
What Qualifies as Emergency:
✅ Emergency:
- Cannot process any sales
- Major data loss
- Security incident
- Complete app failure
❌ Not Emergency:
- Single feature not working
- Questions about usage
- Training requests
- Non-urgent bugs
Updates and Maintenance
Staying Current:
App Updates:
- Check regularly for updates
- Install promptly for new features
- Read release notes
- Report issues with new versions
Scheduled Maintenance:
- Announced in advance
- Usually during off-peak hours
- Minimal disruption
- Emergency contact available
Communication:
- In-app notifications
- Email announcements
- SMS for critical updates
- Social media posts
Thank You!
We're committed to your success with Lemat Stock. Don't hesitate to reach out - we're here to help you manage your inventory, grow your sales, and run your business effectively!
Lemat Stock Support Team Supporting your retail success
Quick Reference
| Need | Contact Method | Response Time |
|---|---|---|
| Emergency | Phone hotline | Immediate |
| Technical Issue | In-app support | 2-24 hours |
| Question | Email/WhatsApp | 24-48 hours |
| Feature Request | Feedback form | Varies |
| Training | training@lematstock.com | 2-3 days |