Escalation process - Teya CR


When things go wrong, you need reassurance that you'll have the support you need to get everything back up and running. And fast!

QR merchants:

The following steps explain how to raise any issues with the Teya Loyalty & Rewards Dashboard (formerly Engage Dashboard):

  1. Send an email to explaining your issue in as much detail as possible, and include a screenshot of the problem wherever appropriate. This will help us to understand and resolve your issue with immediacy.

  2. Use the word “Urgent” in the subject of the email and mark the email as important.

  3. CC your CSM in the email (if you have one).

If you are unable to use Teya Rewards at the till, first check the following:

  • Are you experiencing issues with the internet? If yes, you will need to contact your internal IT Support Team or internet provider.

  • Are you receiving the error message “Teya Rewards unavailable at Tender”?

    This is an EPOS issue and you will need to contact your EPOS provider.

Teya Acquiring Customer:

If you are having any issues with your terminal or any of your Teya products please reach out the the Teya CR team, who’s number can be found on the home screen of your terminal or follow some of the troubleshooting steps on the Help Centre.

Teya Telephone Number: +441283896876