Who Is This For?
StoreHub merchants who need to reach StoreHub Support by live chat, phone, email, WhatsApp, or in person.
Overview
This article shows every way to reach StoreHub Support and points you to the right help article for the most common questions. Use live chat for most product questions, phone for urgent issues like account lock-out or payout problems, and email outside Support hours.
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 |
Subscription, plan change, renewal, or cancellation | |
POS device, printer, hardware not working | |
Payment, refund, or invoice question | How to Manage Your StoreHub Subscription (for billing) or contact Support by phone (for payout/refund) |
Cannot log in to BackOffice or POS | |
Order didn't come in / customer paid but no order | Contact Support by phone; see below |
Anything else, or your topic isn't listed | Continue reading; chat options below |
Before You Begin
You know whether your question is about POS and hardware, Beep Delivery, billing, subscription, or something else, chat routing will ask you to pick a topic.
For BackOffice live chat, you can log in at your store URL in this form:
yourstoreabc.storehubhq.com(replaceyourstoreabcwith your actual store name).Have your store name and any error screenshots ready before starting a chat.
If you think your BackOffice account was compromised, read Emergency Guide If Your Account Is Compromised first.
Step-by-Step Guide
Need to speak with someone urgently?
For time-sensitive issues - you are locked out, you see payout bank details you did not authorize, or an active delivery crisis - call the Support number for your country first so the team can act quickly.
Support Phone and Email by Country
Support is available Monday to Sunday, 9:00 AM to 9:00 PM local time, unless StoreHub publishes a different schedule on the Help Center.
Country | Phone | |
Malaysia | +603 9212 6688 | |
Thailand | +66 02 171 2526 | |
Philippines | +63 2 8626 3739 |
You can reach Support on WhatsApp for live chat style help:
Open Live Chat from the BackOffice
1. In your browser, go to your BackOffice URL (youraccountname.storehubhq.com) and sign in.
2. Click the chat bubble at the bottom right of the screen.
3. Click 'Send us a message', or search the Help Center for an article first.
4. Choose the topic that matches your issue: 'Point of Sale (POS) Hardware & Software' or 'Beep Delivery'.
5. Start the conversation. Use the paper clip icon to attach files, photos, or short videos.
Open Live Chat from the StoreHub Manager App
1. Install StoreHub Manager from the Google Play Store or Apple App Store.
2. Sign in with your StoreHub account name, email, and password.
3. Tap the chat bubble.
4. Tap 'Send us a message'.
5. Select 'POS Hardware & Software' or 'Beep Delivery'.
6. Chat and use the picture icon if you need to send images.
Open Live Chat from the POS App
1. On your POS register, open the StoreHub POS app and sign in.
2. Open the menu, then tap 'Support'.
3. Tap the chat bubble.
4. Open the 'Messages' tab at the bottom, then tap 'Send us a message'.
5. If prompted, confirm you are a merchant (for example tap 'Yes I Am').
6. Choose 'Live Chat with us' to start a chat with an agent.
7. Pick 'POS Hardware & Software' or 'Beep Delivery', then start chatting.
Visit StoreHub Headquarters
Level 7, KYM Tower 8, Jalan PJU 7/6,
Mutiara Damansara, 47800
Petaling Jaya, Selangor,
Malaysia
Troubleshooting
Issue | Solution |
I cannot find the chat bubble | Confirm you are on the latest app or browser version, zoom is not hiding the widget, and no extension is blocking scripts. Try another browser or device. |
I need help outside Support hours | Email your regional care address above with details; Support will reply when the team is online. For suspected fraud on payouts, still send email with subject URGENT as described in the emergency guide. |
My POS device is not working, not charging, or offline | This is a hardware issue, not a contact-support question. See How to Set Up and Manage POS Hardware. If urgent, call the Support number for your country. |
I want to downgrade, cancel, or renew my plan | See How to Manage Your StoreHub Subscription. For renewal payment issues, email the care address for your country. |
I cannot log in to my account, or I forgot my login email | See How to Set Up and Access BackOffice. For password reset help, contact Support by phone — you will need to verify your identity. |
I have not received my refund, or my customer's payment did not come through | This is a payment question, not a contact-support question. Contact Support by phone with your store name, customer order number, and payment date. |
FAQs
1. What is the fastest way to get help during business hours?
Live chat from BackOffice or the StoreHub app is usually fastest for product questions. Use phone if you cannot sign in or the issue is urgent.
2. Which email should I use?
Use the care address for your country from the table (Malaysia, Thailand, or Philippines). Use [email protected] only for commercial or sales enquiries.
3. Does WhatsApp replace live chat?
WhatsApp is another channel to reach the team. If you already use BackOffice chat, you do not need both for the same issue.
4. I want to downgrade or cancel my subscription. Where do I go?
See How to Manage Your StoreHub Subscription. For changes that need an agent (e.g., partial-month refunds), contact Support by phone or live chat.
5. My POS or printer is not working. Where do I go?
See How to Set Up and Manage POS Hardware or How to Troubleshoot Common StoreHub Printer Issues. If your device is dead or won't charge and you need urgent help, call the Support number for your country.
6. I asked about something specific (payment, refund, invoice, login) and the chat sent me here. What should I do?
Type your specific question again in plain words - for example "I want to downgrade my plan" or "I haven't received my refund." Give clear context (your store name, the date, what you expected vs. what happened). The clearer the question, the better the answer.
7. Can I get a phone callback instead of calling?
No- Support does not do scheduled callbacks. For urgent issues, call the Support number for your country directly.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].