Loading…
Your privacy matters
SalonQube uses only essential cookies for authentication and security. No advertising, analytics, or third-party tracking.
AuthenticationSecurityNo trackers
Maintenance & Support
How we keep SalonQube running and what to do when something breaks.
Support hours, response times, how to report bugs effectively, planned maintenance windows, and the offline billing system that keeps your tills working even when the connection drops.
Last updated 21 August 2026
01
Support channels
SalonQube support is available through the channels below. The fastest way to get help is the in-app Report a Bug form — it captures your browser, version and session context automatically, so we can reproduce the issue without asking you to re-describe it.
| Channel | Where to find it | Best for |
|---|---|---|
| Report a Bug (in-app) | Top-right menu → Report a Bug, or any page's footer | Technical issues, errors, broken functionality, printing problems |
| info@salonqube.com | Account questions, billing disputes, data requests, general enquiries | |
| Phone | +92 329 8699994 | Urgent issues affecting live billing — call during business hours |
02
Response times
We aim to respond to every support request within one business day. Business days are Monday to Friday, 9 AM to 6 PM PKT, excluding public holidays in Pakistan.
| Priority | Examples | Target first response | Target resolution |
|---|---|---|---|
| Critical | Billing is down at a live till, data loss, security breach | 2 hours during business hours | 4 hours or a workaround applied |
| High | Printing stopped working, a feature is broken but billing still functions | 4 hours during business hours | 1 business day |
| Normal | How-to questions, feature requests, non-urgent bugs | 1 business day | 3–5 business days |
| Low | Cosmetic issues, documentation suggestions | 2 business days | Best effort, prioritised behind the above |
These are targets, not guarantees. We will always tell you if something is taking longer than expected and what we are doing about it.
03
Reporting bugs effectively
The Report a Bug form auto-fills most of the technical context. To help us fix things faster, add a short description of what you expected to happen, what actually happened, and the steps to reproduce it.
- What were you trying to do? (e.g. 'Print an invoice for client Ahmed')
- What happened instead? (e.g. 'The print dialog opened but the receipt was blank')
- When did it start? (e.g. 'After the latest browser update' or 'Suddenly today')
- Is it reproducible? (e.g. 'Happens every time' or 'Only happened once')
- Which device and browser? (The form captures this automatically if you report from in-app.)
If the issue involves printing, also tell us the printer model and whether you are using the thermal printer setup or the browser print dialog.
04
Planned maintenance
We schedule maintenance during low-traffic hours to minimise disruption to salons that may be billing during those times.
| Maintenance type | Typical window | Impact | Notice given |
|---|---|---|---|
| Routine database maintenance | Sundays, 2:00 AM – 4:00 AM PKT | Read-only mode: existing data is visible, but new invoices, bookings and edits are queued until maintenance completes. | 48 hours in-app notice |
| Infrastructure upgrades | Sundays, 2:00 AM – 6:00 AM PKT | Brief window of full unavailability (typically under 5 minutes). The app reconnects automatically. | 72 hours in-app notice |
| Emergency patches | As needed | Minimal — deployed behind the existing offline queue so active tills are unaffected. | As soon as the patch is deployed |
During maintenance, the offline billing queue keeps your tills working. Invoices created offline sync automatically once the connection is restored.
05
Platform uptime
We aim for 99.9% uptime measured monthly, excluding planned maintenance windows. Actual uptime history is published quarterly.
- Planned maintenance windows are excluded from the uptime calculation so you see the real reliability of day-to-day operation.
- Unplanned downtime is logged internally and reviewed in our weekly engineering meeting.
- If uptime falls below 99.5% in any month, we publish a post-mortem explaining what happened and what we are doing to prevent it.
SalonQube's point-of-sale billing is designed to survive connectivity loss. Even if our servers are unreachable, your tills keep billing locally and sync when the connection returns.
06
Offline billing and connectivity
The offline billing system is built into every SalonQube till. If your internet drops, the product does not stop — invoices are created in a local queue, receipts print normally, and everything syncs back to the server when the connection is restored.
- Offline billing covers invoicing, payments and basic client lookup.
- Reporting, stock adjustments and multi-branch features require a live connection.
- The sync indicator in the sidebar shows whether you are online and whether there are pending invoices waiting to sync.
- Do not clear browser storage while there are unsynced invoices — they will be lost.
07
Frequently asked questions
Quick answers to the questions we hear most often from salon owners and staff.
Go to Company Settings → Printing and run the Printer Setup Wizard. It walks you through pairing a USB or network thermal printer, printing a test receipt, and saving the configuration. You need the printer connected and powered on before you start. If the wizard cannot detect the printer, check that the correct driver is installed and that no other application has exclusive control of the port.
SalonQube's offline billing keeps your tills working without an internet connection. Invoices are created in a local queue on the device, receipts print normally, and payments are recorded. When the connection returns, everything syncs to the server automatically. The sync indicator in the sidebar shows your online status and any pending invoices. Do not clear browser storage while there are unsynced invoices — they will be lost.
On the login page, click 'Forgot your password?' and enter the email or phone number registered on your account. You will receive a one-time code to verify your identity and set a new password. If you no longer have access to the registered email, email info@salonqube.com from an address we can verify and we will help you recover the account.
From the owner panel, go to Branches → Add Branch. Enter the branch name, address and gender scope, then save. The new branch appears immediately in the sidebar and you can assign staff, set up its till, and configure printing. Billing adjusts from the next subscription cycle — you are not charged mid-cycle.
Yes. Each branch login can be active on as many browsers or devices as you need. Multiple tills at the same branch share the same inventory and client database in real time. Each device must be online for live stock and reporting — offline billing operates independently per device.
From the owner panel, go to Statements, Invoices or Salaries and use the export button to download records as CSV or PDF. You can filter by date range, branch and payment channel before exporting. For a full company-wide export, email info@salonqube.com and we will prepare a complete data package within five business days.
Yes. SalonQube runs continuous automated backups of the production database. Backups are stored in a separate geographic region and are tested regularly. In the unlikely event of data loss, we can restore your account to any point within the last 30 days. Backups are encrypted at rest.
From the owner panel, go to Branches and select the branch you want to secure. Under Security, toggle on Two-Factor Authentication. Staff at that branch will be prompted to set up an authenticator app (Google Authenticator, Authy, or similar) on their next login. We strongly recommend enabling 2FA on any branch that handles cash.
08
Data and account requests
For requests related to your data — exports, corrections, deletions, or account closure — email info@salonqube.com from the address on the account. We respond within one business day and complete most requests within five business days.
- Data exports: We can provide a full export of your company data in a portable format. You can also export most records yourself from Statements, Invoices and Salaries.
- Corrections: Tell us what is wrong and we will fix it, or you can edit most records directly in the app.
- Deletions: Account deletion is initiated from the owner panel. We process it within 90 days and notify you when it is complete.
- Billing disputes: Email us with the invoice or transaction reference. We aim to resolve billing disputes within 3 business days.
09
Security disclosures
If you discover a security vulnerability in SalonQube, please report it responsibly to info@salonqube.com. We ask that you:
- Give us reasonable time to investigate and fix the issue before disclosing it publicly.
- Do not access or modify data that belongs to other users.
- Provide enough detail for us to reproduce the issue.
We will acknowledge your report within 24 hours, provide an initial assessment within 3 business days, and keep you updated until the issue is resolved. We are happy to credit researchers who report vulnerabilities responsibly.
10
Feature requests
We welcome feature requests and use them to shape the product roadmap. The best way to submit one is through the Report a Bug form (select 'Feature request') or by emailing info@salonqube.com.
- Describe the problem you are trying to solve, not just the feature you want. Often there is a simpler solution.
- Tell us how often you would use the feature and how many branches it would affect.
- We review feature requests monthly and prioritise based on demand and alignment with the product direction.
11
Getting in touch
| Details | |
|---|---|
| info@salonqube.com | |
| Phone | +92 329 8699994 (business hours, Mon–Fri 9 AM – 6 PM PKT) |
| In-app | Report a Bug form (top-right menu on any page) |
| Company | Smarties & Cookies Technologies Pvt. Ltd |
For billing or subscription issues, always email from the address registered on your account so we can verify ownership quickly.