Who is this for?
StoreHub merchants who need to activate their trial account, manage their subscription plan, renew their services, update payment details, or cancel their subscription. This guide is for business owners in F&B, retail, or service industries.
Overview
This guide is your complete resource for managing your StoreHub subscription. It shows you how to activate your account (from trial or self-activation), check your plan details, upgrade your subscription, add or remove extra licenses, manage your credit card information, renew your subscription, and cancel it if needed.
Before You Begin
Access to your StoreHub BackOffice.
A stable internet connection.
Your preferred payment method (credit card or online banking details).
Note:
If you are a Malaysian merchant, some self-activation features are only available within the first 90 days of your account setup.
Quick Help by Topic
If you started a chat and landed here, your question may have a faster, more specific answer. Pick the topic closest to your question:
Your question is about... | Go to this article |
How to upgrade or change my plan in BackOffice | See the Upgrade Your Subscription Plan section below |
I want to downgrade or remove a license | Not self-serve , see the Downgrade Your Subscription section below. You'll need to contact Support. |
I just paid but my POS is still locked / red banner showing | See the Reactivate a Locked Account After Bank Transfer section + the FAQs below |
I need a renewal quotation or invoice (Malaysia) | |
Cannot log in to my BackOffice or POS | How to Set Up and Access BackOffice - login is different from subscription |
POS device, printer, or hardware not working | How to Set Up and Manage POS Hardware - hardware issues are separate from subscription |
How to add a new register after buying an extra license | See FAQ 4 below (activating register on POS) |
Step-by-Step Guide
Check Your Current Subscription Details
1. In your BackOffice, go to 'Billing' in the left-hand menu.
2. Review the 'Subscription Details' section to see your current plan, number of products, activated registers, and stores.
If you see a feature 'Greyed Out' in your 'BackOffice', it is likely because it is not included in your current plan. Below is a comparison of our main plans:
Feature | 'Starter' | 'Advanced' | 'Pro' |
Core POS | Included | Included | Included |
Inventory Management | Basic | Advanced | Advanced |
Food Delivery Integration | Not Included | Included | Included |
Engage (Loyalty) | Add-on | Add-on | Included |
Priority Support | Standard | Standard | Priority |
Click here to learn more.
Activate Your StoreHub Account
This section covers how to activate your StoreHub account, whether you're moving from a trial or using the self-activation feature (for Malaysian merchants). The activation process typically takes up to 2 working days, but efforts will be made to expedite it when possible.
Activate a Trial Account with Credit Card or Online Banking
1. From the reminder banner on your BackOffice dashboard, click 'Renew Now'.
2. Select your preferred plan (Starter, Advanced, or Pro).
Optional: Purchase an 'Extra Store License' if you have multiple outlets.
Optional: Purchase an 'Extra Register License' if you need more POS devices.
Optional: Subscribe to 'StoreHub Engage' for customer engagement features.
3. Choose your preferred payment method: 'Credit Card' for automatic renewals or 'Online Banking' for manual renewals.
4. Review the 'Plan Summary' and click 'Pay Now'.
5. A 'Payment Confirmation' pop-up will appear. Check the details carefully, then click 'Confirm Payment'.
6. You will see a confirmation message once the payment is completed. Your account is now activated.
Self-Activate Your Account (Malaysia Only)
Note: This feature is only available to Malaysian merchants within the first 90 days of their account setup. It allows you to set up your store and products without immediate subscription charges.
1. Go to your BackOffice 'Dashboard' and find the 'Activate Your Account' button.
2. Click the button. You will be redirected to the 'Billing' section, where your 'Plan Status' will show 'Pending Activation'. Click 'Activate Your Account' again to proceed.
3. You will then have two activation options: 'Activate Now' or 'Schedule Activation'.
Option 1: Activate Now
1. If you choose 'Activate Now', your plan details will appear.
2. Confirm that all details are accurate by ticking the box, then click 'Confirm'.
3. Your account will now be activated, and your 'Plan Status' will change to 'Active'.
What Happens If Activation Fails?
A technical error might occur due to server issues or internet loss. If this happens, you can either:
Retry: Click the 'Try Again' button (this will restart the process).
Get Help: Click the link in the pop-up to 'Contact Your Onboarding Manager' for assistance.
Option 2: Schedule Activation
1. If you prefer to activate your account on a specific date (to complete your setup first), choose 'Schedule Activation'.
Note:
You can only select a date within 90 days of your account creation.
2. Once you select a date, the scheduled activation date will be displayed on your 'Billing' page and 'Dashboard'. Your 'Plan Status' will show 'Scheduled Activation'.
3. If you want to activate immediately before the scheduled date, or reschedule, go to the 'Billing' page and choose 'Activate Now' or 'Reschedule Activation'. The process is the same as explained above.
How to know if Scheduled Activation Failed
If your scheduled date arrives but the activation fails (e.g., due to payment issues), you will see these signs:
Sign | What you will see |
In BackOffice | A banner will inform you that the activation attempt failed, and your Plan Status will display Activation Failed. Note:
|
On POS Register | You cannot make sales. The POS Register will notify you that your account has expired. |
In Email | An email will be sent to the account owner's email address, informing you that the activation attempt was unsuccessful. |
Solution | Log in to the BackOffice and click 'Activate Now' or 'Reschedule Activation' to try again. |
Notes:
Not all accounts may be eligible for self-activation. If your account does not meet the eligibility criteria, you will need to contact your Onboarding Manager to request activation.
By clicking on the Contact Us Now button, you will be redirected to the Onboarding WhatsApp chat. If your account is not eligible for self-activation, the accounts team will assist with the activation process after verifying your details.
Why is My Activation Delayed?
If you have clicked 'Activate Now' but your 'Plan Status' has not changed to 'Active', consider the following:
'Bank Verification': If you paid via 'Online Banking', the transaction can sometimes take up to 24 hours to be verified by the bank.
'3D Secure Failure': If your 'Credit Card' requires a 'TAC' or 'OTP' code and the pop-up was closed too early, the activation will stay 'Pending'.
'System Refresh': Occasionally, the 'BackOffice' needs a hard refresh. Log out and log back in to see the updated status.
Manage Your Subscription Plan
This section explains how to upgrade your subscription and add extra features like additional store or register licenses. It also clarifies the difference between license types and how pricing works when you add items mid-subscription.
Upgrade Your Subscription Plan
Note:
Subscription downgrades cannot be done through the BackOffice. Please contact our Customer Care team via Live Chat for assistance with downgrades.
1. In the BackOffice, click on 'Billing'.
2. On the 'Billing' page, you will see an option to 'Change Plan'. Click the button.
3. Select your desired higher plan (e.g., from Starter to Advanced).
Note:
Only subscription upgrades are supported in the BackOffice. However, you may downgrade your plan by contacting our Customer Care team via Live Chat.
4. Select your payment method. If you need to add or change a credit card, refer to the 'Manage Your Payment Methods' section below.
Note:
StoreHub accepts two payment methods:
Credit Card
Subscribing using a credit card will enable auto-billing for your account.
You will not be required to renew whenever your current subscription term ends.
Online Banking
Online banking is mainly used for one-time payment.
5. Under 'Plan Summary', click 'Update Subscription'.
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6. A 'Payment Confirmation' pop-up will appear. Ensure the details are correct, then click 'Yes, Confirm'.
Note:
If you have prorated credits from your previous subscription term, they will be automatically applied here.
7. You will see a confirmation message once the payment is completed.
Add Extra Store or Register Licenses
Refer to this section when you need to expand your business. It is important to know which license you need:
Notes:
All StoreHub subscription plans include 1 store license, with 1 register license assigned to each store by default.
'Extra Store License': Allows you to manage multiple physical store locations under one StoreHub account.
'Extra Register License': Allows you to use more POS devices (registers) within a single store.
1. In the BackOffice, go to 'Billing'.
2. On the 'Billing' page, you will see an option to 'Edit Store / Register License'. Click the button.
3. Increase the quantity for 'Extra Store License' or 'Extra Register License' as needed.
4. Proceed to select your payment method and confirm the update as described in the 'Upgrade Your Subscription Plan' steps above.
Note:
If you add extra Store/Register licenses in the middle of a previously paid subscription period, a prorated amount will be charged to reflect the remaining portion of the subscription term. This means that you only pay for the time left until your next renewal date. You do not have to pay for a full 12 months upfront.
Add StoreHub Engage
StoreHub Engage is an add-on that provides customer engagement features for loyalty programs and marketing campaigns. It automates SMS campaigns like birthday promos, cashback reminders, and win-back messages.
Note:
'StoreHub Engage' is an add-on that provides customer engagement features, such as loyalty programs and marketing campaigns.
1. In the BackOffice, go to 'Billing'.
2. On the 'Billing' page, you will see an option to 'Edit Store / Register License'. Click the button.
3. Scroll to the 'Additional Add-ons' section.
4. Select 'StoreHub Engage' to add it to your subscription.
5. Proceed to select your payment method and confirm the update as described in the 'Upgrade Your Subscription Plan' steps above.
Manage Your Payment Methods
This section guides you on how to update your credit card details for your StoreHub subscription.
Important Note:
If you subscribed with a credit card, your subscription will renew automatically. 3D Secure Authentication (3DS) is mandatory for all new credit card payments in StoreHub to comply with regulatory requirements in Malaysia.
Add a New Credit Card
1. In your BackOffice, go to 'Billing'.
2. Under the 'Payment' section, click 'Manage Payment Info'.
3. Under 'Payment Method', choose 'Credit card'.
4. Insert the details for your new credit card.
5. Under 'Plan Summary', click 'Update Subscription'.
6. When the 'Update Confirmation' pops up, make sure the details are correct, then click 'Yes, Confirm'.
Change an Existing Credit Card
1. In your BackOffice, go to 'Billing'.
2. Under the 'Payment' section, click 'Manage'.
3. Under 'Select payment method', click 'Change card'.
4. Insert the details for the new credit card.
5. Under 'Plan Summary', click 'Update Subscription'.
6. When the 'Update Confirmation' pops up, make sure the details are correct, then click 'Yes, Confirm'.
Remove a Saved Credit Card
To remove a saved credit card, you need to use the 'Cancel Subscription' feature.
This will remove your credit card information and prevent automatic renewal for the next term. Your current subscription will remain active until its term ends.
If you wish to stay subscribed to StoreHub, remember to renew your account before it is cancelled!
Renew or Reactivate Your Subscription
This section explains how to renew your subscription, whether it's an early renewal or reactivating an expired account. Reactivation usually takes 2-3 working days.
Important Notes:
If your account is currently active, you cannot edit the subscription plan for the next term in your BackOffice.
If your account has expired, the subscription plan will remain the same as your previous term when reactivating.
For assistance with changing plans for active or expired accounts, contact our Customer Care team via Live Chat.
Services will become inactive if subscriptions are not renewed by the expiry date.
For reactivation, the Account Manager team will assist you after verifying your account details.
Auto-Renewal Functionality
If your subscription is set to auto-renew (typically with a saved credit card) and the payment is successful, no action is required from you. An invoice confirming the renewal will be issued once payment is validated.
Manual Renewal / Reactivation (Using a Personal Bank Account)
1. In the BackOffice, go to 'Billing'.
2. Under the 'Payment' section, click 'Renew Subscription'.
Note: You must use a desktop or laptop computer to renew in Backoffice. The 'Renew Now' button will not appear if you use a mobile phone browser.
3. Select your payment method. If you need to add or change a credit card, refer to the 'Manage Your Payment Methods' section above.
4. Under 'Plan Summary', click 'Renew Subscription'.
5. When the 'Payment Confirmation' pops up, make sure the details are correct, then click 'Confirm Payment'.
6. Payment will be charged based on your chosen method. Your 'Order Status' will appear as 'Successful' once payment is completed.
Manual Renewal / Reactivation (Using a Corporate Bank Account)
1. After clicking 'Renew Subscription', select 'Business Account' to make payments from a corporate banking account.
Note: A reminder to approve Business Account Transactions within the approval window will appear below the Business Account section.
2. Under 'Plan Summary', click 'Renew Subscription'.
3. When the 'Payment Confirmation' pops up, make sure the details are correct, then click 'Confirm Payment'.
4. Payment will be charged based on your chosen method.
5. Your order might show as 'Pending' if payment hasn't been made or is awaiting approval. Click the tooltip icon next to 'Pending' to see the reason.
Note: If payment is made using corporate bank account transfer, the transaction must be approved within 5 days (120 hours) to prevent automatic cancellation.
6. If you need to cancel a pending payment, click the 'Cancel Payment' button and confirm in the pop-up.
Note: We highly recommend checking the transfer status with the approver before cancelling a transaction. If the approval occurs after the cancellation, we will automatically refund the amount to your bank account.
7. Once the transaction is approved, your 'Order Status' will appear as 'Successful'.
What Happens When Your Subscription Expires?
If your subscription ends and is not renewed, all functions and access will be locked:
POS Register is locked: Your POS register will show a 'Your Storehub Subscription Has Expired’' message, and you will not be able to process sales anymore.
Backoffice is locked: You will still be able to log in to the 'BackOffice', but you will only be able to access the 'Billing' page to make a payment.
Data Retention is guaranteed: StoreHub will keep your transaction data and product lists safe. Once you reactivate your subscription, all your data will be immediately available again.
There is no 'Grace Period' for sales. To avoid business disruption, we recommend renewing at least 3 days before your expiry date.
Note: If your store is operating and you need immediate access, complete your payment and then contact our 'Live Chat' to request a Temporary Trial Activation. This lasts for 2 days while your payment is being verified.
Understanding Account Status
Knowing your account status helps you avoid unexpected shutdowns.
Status | What Happens? |
Temporary Trial Mode | You have full access to all features. A banner shows how many days you have left to use the system before renewal is due. |
Expired | All access is restricted, except for the Billing section in Backoffice. |
Reactivation with Existing POS Hardware
If you are reactivating your account while reusing existing POS hardware, additional requirements must be met:
Hardware Usage: Only existing hardware will be used; no new hardware will be delivered.
Regulatory Compliance: Ensure the POS hardware is cleared with relevant authorities (e.g., RDO in Makati) and that the PTU Permit is canceled with the BIR. This is necessary because the BIR system does not allow a device to be registered more than once.
Device Functionality: Verify that the device is fully functional to avoid operational issues.
Subscription Period: The subscription period will begin immediately upon reactivation. If payment has been made but activation is pending, your account can be placed in trial mode temporarily, allowing continued use of the POS system while payment validation is completed.
Downgrade Your Subscription
Subscription downgrades are not self-serve. You cannot downgrade your plan or remove licenses yourself through the BackOffice.
To request a downgrade, contact our Customer Care team via Live Chat or email care@storehub.com. You can request to downgrade the following items:
Your plan tier (e.g., moving from 'Advanced' to 'Starter')
Extra store or register licenses
The 'StoreHub Engage' add-on
You must submit your request before your next renewal date to avoid service disruption. The process may take up to 2 working days.
Note:
StoreHub only offers annual subscription plans. Monthly payment options are not available.
If you have any prorated credit from unused time on your current plan, it will be applied to your next invoice after the downgrade is processed.
Cancel Your Subscription
This section explains how to cancel your StoreHub subscription.
Important Notes:
This feature applies to subscriptions set for auto-renewal with a credit card.
Upon cancellation, your subscription term will not end immediately. Your credit card information will be removed, and your subscription will not be renewed automatically for the next term. Your services will continue until the end of your current paid term.
If you do not have a credit card saved in your BackOffice, your subscription will automatically cancel at the end of your current active term, and you do not need to manually cancel it.
2. Under 'Subscription Details', click on 'Cancel Subscription'.
3. Expand the dropdown menu and select a reason for cancellation.
4. Click 'Yes, Cancel'.
5. Once cancellation is scheduled, you will see a confirmation message.
Subscription Refund Policy
If you have made a payment in error or wish to request a 'Refund', please review the criteria below.
1. Determine eligibility. 'Refunds' are generally only processed for duplicate charges or technical errors during the 'Activation' process.
2. Contact 'Customer Care'. You must submit a 'Refund Request' via 'Live Chat' or email '[email protected]' within 7 days of the transaction.
3. Provide 'Payment Proof'. Include your 'Invoice Number' and a screenshot of your bank statement or credit card charge.
4. Wait for 'Verification'. The 'Finance Team' will review your request. If approved, the 'Refund' will be processed back to your original payment method within 7 to 14 working days.
Understanding StoreHub Billing Invoices
It is important to know the difference between the documents you receive for your records.
Quotation/ Proforma: This is a document sent to you that shows how much you need to pay for your subscription. It lists the services and the total cost.
Invoice: Once your payment is successful, StoreHub issues an invoice. This is your proof of payment.
Tax Implications: Your receipt will show any applicable taxes based on your region (like SST in Malaysia or VAT in the Philippines).
Reactivate a Locked Account After Bank Transfer
If you paid via bank transfer and your POS register screen is still locked, it is because our Finance team must manually validate and record the payment. This is not an automatic process. Even after you pay, your POS register may still show an 'Account Expired' or 'Subscription Ended' screen while the system waits for this manual check.
To speed up the process, follow these steps to submit your payment slip:
1. Take a clear screenshot or photo of your bank transfer slip.
2. Send the photo via WhatsApp to our official billing verification number: +6011 5939 2788.
Note: Do not send proof to outdated WhatsApp numbers (+60) 17 - 6973374, as this will cause delays.
3. Include your 'Storehub Account Name', 'Total Amount Paid', and payment purpose in your message.
4. Wait for validation from the relevant team. This typically takes 2–4 business hours. If you pay on a Saturday or Sunday, the Finance team will process it on the following Monday.
5. After the payment is validated and account is renewed, you may click ‘Unlock’ on your POS register screen.
Note:
If your payment is still not reflected in your BackOffice after 2 full business days, please contact our Customer Care team via Live Chat to escalate the issue.
If you are in the middle of business hours and cannot wait for validation, contact our Customer Care team via Live Chat. They can grant a Temporary Trial Activation (grace period) to unlock your registers while Finance verifies your payment.
Troubleshooting Payment Errors
Subscription / status issues
Issue | Solution |
I renewed but the red 'subscription expiring' banner is still showing on BackOffice | The BackOffice cache may be stale. Hard refresh: log out, then log back in. If banner persists after 1 hour, contact Live Chat with your renewal payment date and confirmation number. |
I paid 3 days ago but my POS is still locked | Bank transfer payments are not auto-validated - Finance must verify. Follow the Reactivate a Locked Account After Bank Transfer steps above. If you have not sent your payment slip to WhatsApp +6011 5939 2788 yet, do that first. |
I added an extra license but my new register says "Can't find a register to activate" | After payment verification, system may take a few hours to sync. Go to 'Billing' and confirm the new license shows. If still not visible after a few hours, contact Live Chat with your payment receipt. |
I uploaded payment proof but the system says my subscription is expiring in X days | Payment proof is reviewed manually by Finance. Until verified, the system shows the original expiry. Verification typically takes 2-4 business hours. If urgent, contact Live Chat for a Temporary Trial Activation. |
Credit Card Payment Errors
Issue | Solution |
A payment issue has occurred. Please try again. | This is a general error. Try the payment again. If it persists, try a different credit card or contact your bank. |
Sorry, your card was declined. Do try a different card and make payment by today to avoid potential service disruptions. | Your bank declined the transaction. Try using a different credit card. You may also contact your bank to understand why the card was declined. |
Oops! The security code you entered is incorrect. Do check your CVV code and proceed to make another payment by today to avoid potential service disruptions. | Double-check the 3- or 4-digit CVV (Card Verification Value) code on the back of your credit card and re-enter it carefully. |
Oops! Your card has insufficient funds. Do contact your bank, but in the meantime, we advise using another credit card. Make payment by today to avoid potential service disruptions. | Your credit card does not have enough money to cover the payment. You can either add funds to your card, use a different credit card, or contact your bank. |
Oops! Your card has expired. Do contact your bank, but in the meantime, we advise using another credit card. Make payment by today to avoid potential service disruptions. | The expiry date on your card has passed. Use a different, valid credit card or contact your bank for a new card. |
Oops! There was a problem processing your credit card. Do try a different card and make payment by today to avoid potential service disruptions. | There was a technical issue with processing your card. Try using a different credit card. If the problem continues, contact StoreHub Customer Care. |
One-Time-Invoice Dunning email for failed 3D Secure payments. | If your 3D Secure authentication failed, you will receive an email. Click the 'Pay Now' button in the email to retry the authentication process. |
Online Banking Payment Errors
Issue | Solution |
Order status is 'Pending' with message: "Awaiting order completion - You have an incomplete order detected. Either refresh to check your order status, or cancel to receive a refund and make a new payment. | Your online banking payment is still in progress or incomplete. Refresh the page to see if the status updates. If it remains pending, you may need to cancel the current order (if possible) and make a new payment. |
Order status is 'Processing' with message: "Kindly contact our Customer Care team for assistance if you are experiencing an unusual length of delay with the processing of your current order. | Your payment is taking longer than expected to process. Contact StoreHub Customer Care via Live Chat for help. |
Order status is 'Failed' with message: "An error has occurred during the transaction, we are processing a REFUND to the same bank account which you will receive in 1-3 working days. Kindly contact our Customer Care team for further inquiries. | The transaction failed, and a refund is being processed. You will receive the refund in 1-3 business days. You will need to make a new payment. Contact StoreHub Customer Care if you have questions. |
Order status is 'Failed' with message: "An error has occurred. Please proceed to make a new payment. | The transaction failed. Please try making the payment again. |
Order status is 'Expired' with message: "Your order has expired after taking too long to process your payment, do try again. | The payment window for your online banking transaction timed out. Please try making the payment again. |
FAQs
1. How do I change my StoreHub Subscription plan in BackOffice?
Downgrade (Click to expand)
Downgrade (Click to expand)
Subscription downgrades cannot be done via BackOffice. To downgrade your plan or remove an add-on:
Contact our Customer Care team via Live Chat or email your country's support team.
Downgrades take effect at the start of your next billing cycle - your current plan remains active until then.
Any prorated credit from unused time on your current plan will be applied to your next invoice.
Upgrade (Click to expand)
Upgrade (Click to expand)
1. In the BackOffice, go to Settings, select Plan billing.
2. Select Change Plan
3. Select the desired Plan, Subscriptions terms and perks & any add-on if needed.
4. Select Payment Method.
5. In Plan Summary (right side of the page), select Update Subscription & proceed with payment.
Note:
If you upgrade your subscription in the middle of a previously paid subscription period, a prorated amount will be charged to reflect the remaining portion of the subscription term.
Change Subscription terms (Click to expand)
Change Subscription terms (Click to expand)
Subscription terms cannot be changed in the BackOffice currently. If you require assistance, feel free to contact our Customer Care team through Live Chat.
2. How do I Add Extra Store/Register License in the BackOffice?
1. In the BackOffice, go to Settings, select Plan Billing.
2. Select Edit Store/ Register License
3. Add the desired amount of Store/Register Licenses by clicking on the + button.
4. Select Payment Method.
5. In Plan Summary (right side of the page), select Update Subscription & proceed with payment.
Note:
If you add extra Store/Register licenses in the middle of a previously paid subscription period, a prorated amount will be charged to reflect the remaining portion of the subscription term.
3. How do I Remove Store/Register License in the BackOffice?
Store/Register Licenses cannot be removed from BackOffice currently.
If you require assistance, feel free to contact our Customer Care team through Live Chat.
4. How do I activate my register after adding an extra Store/Register License?
Adding Registers in BackOffice
1. In the BackOffice, go to Settings, select POS Registers.
2. Add POS Register, Select Yes to confirm on adding new register.
3. Enter the desired POS Register Name, Assign Store & POS Layout to the register.
4. Then, click on Save.
Activating Register on POS
Ensure your register is connected to Internet before conducting steps below.
1. Go to your POS App on Android/iPad Registers.
2. Tab on Activate Your Register option.
3. Enter your credentials when prompted (Store Name, Email & Password)
4. Then, tab on Continue.
5. What is the difference between credit card and online banking subscriptions?
Credit card subscriptions automatically renew, meaning your card will be charged at the end of each term. Online banking subscriptions require manual renewal before or when they expire.
6. What happens if my self-activation fails?
If 'Activate Now' fails due to a technical error, you can 'Try Again' or 'Contact Your Onboarding Manager'. If 'Scheduled Activation' fails, you'll be directed to the 'Billing' page with an 'Activation Failed' banner, your POS will be inactive, and you'll receive an email notification. In all cases, contact your Onboarding Manager or Customer Care for assistance.
7. Not all accounts are eligible for self-activation. Why?
Some accounts may not meet specific criteria for self-activation. If you don't see the option, please contact your Onboarding Manager to request activation.
8. My account is still locked after I paid via bank transfer. What should I do?
If you paid via bank transfer (online banking) and your account is still locked:
1. Submit your payment slip: Send it via WhatsApp to +6011 5939 2788 or email your country's support team. Include your StoreHub account name and invoice number.
2. DuitNow (Malaysia) - If you paid via DuitNow, use StoreHub's DuitNow ID to ensure faster matching. Contact support for the current DuitNow ID.
3. Expected reactivation time - Accounts are typically reactivated within 1 business day after payment verification. Payments made on weekends or public holidays will be processed on the next business day (e.g., Saturday payment = Monday reactivation).
4. You’ve made a payment and need access urgently? Contact Customer Care via Live Chat to request a temporary trial activation while the finance team verifies your payment.
9. How do I request a quotation or invoice before payment?
Malaysia: You can generate renewal quotations and proforma invoices yourself through the Billing Operations Portal. See [MY] How to Get Renewal Quotations and Upload Bank Transfer Proof for step-by-step instructions.
Thailand & Philippines: Contact your account manager or reach out via Live Chat to request a quotation.
10. What is the difference between a Store License and a Register License?
Store License = A new physical location (outlet). Each store license lets you operate a separate store with its own settings, menu, and reports.
Register License = An extra POS device at the same store. Use this when you need multiple counters or terminals within one location.
Prorated pricing example:
If you're 6 months into a 12-month Advanced plan and add 1 extra register license:
You only pay for the remaining 6 months of your current term, not the full 12 months.
The prorated amount is calculated automatically at checkout.
11. I added a new license but get "Can't find a register to activate." What do I do?
This can happen when you've paid for a new store or register license via bank transfer, but the system hasn't reflected it yet.
1. Verify in BackOffice: Go to Billing and check that the new license appears under your subscription details.
2. Wait for system sync: After payment verification, it may take up to a few hours for the license to become available.
3. Still not showing? : Contact Customer Care via Live Chat with your payment receipt so the team can manually verify and apply it.
12. Does the Advanced plan give me 2 stores?
No. The 'Advanced' plan includes 1 store, which comes with 1 register license (allowing 1 POS register in 1 store). If you need a second physical location, you must buy an 'Extra Store License'.
13. My new store was added as a sub-account by mistake. What do I do?
If the system created a separate sub-account instead of a standalone store, do not process any sales. Contact StoreHub Support via live chat or email at [email protected] for further assistance
14. Do I need an Account Manager to add extra license?
No. You can add extra store and register licenses yourself through the BackOffice 'Billing' section. Account Managers usually help for accounts with a customized subscriptions.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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