Frequently Asked Questions

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We currently work from two offices – one in Milton Keynes and one in Walsall. 

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95% of our customers give us a 5/5 for customer service. Please speak to us today about arranging a reference call and hear it from them yourselves! Alternatively, have a read through our case studies to see some of our successful work with a number of the UK’s most popular visitor attractions.

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The support desk is open Monday-Sunday from 8am-6pm. If you have an issue or would like to speak to a member of staff for support, you can email us on supportuk@vennersys.co.uk or feel free to give us a call on 01922472003 (option 2). Our helpdesk is based in the UK and available 8am to 6pm, 364 days a year to answer and log your calls, respond to emails, and perform basic troubleshooting related to the issue. We offer this as a fully managed service, complete with 3 levels of support which is equipped to help resolve any issues you may have.

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Sometimes we all forget our passwords! That’s why we’ve made it super easy to reset your password if you ever forget it! Simply click ‘Reset Password’ on the login screen or click here to be redirected.

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The first thing to do is check the power cord is fully plugged into the wall socket, and it’s switched on (hey, we all make mistakes!). If you’re using a plug strip, then ensure that it’s completely plugged into the wall, and the power strip is turned on. Some plug strips have built-in circuit breakers (this looks like a black or red button that’s near the power switch). Reset it to see if that turns your computer on.

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Tills can run slow for a number of reasons, the first thing to try is to reboot the till. This will reload everything and may resolve your issue. If the issue still occurs, this could be down to temporary window files, pending windows updates or other applications running in the background. If a device is still running slowly after a reboot, please contact us and we can investigate further!

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Sometimes the card machines can crash, to fix this all that is required is to power off/on the card machine. If this doesn’t work, or if you cannot locate the cables as there tied away, please contact us and we can remotely connect and resolve the issue for you.

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Our EPOS solution is easy to use and to configure. The system has been built in-house by our own development team which allows us to seamlessly connect with all channels of your business, such as your online ticketing. 

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Vennersys have a customer portal where you can readily access support tickets and training documentation to help you with managing VenposCloud.

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If you would like to chase an existing ticket, please contact us quoting the ticket reference which usually starts with ‘IN’. You can find this in the email subject of the original support ticket. Can’t find your reference? Not a problem! – Please give us a call and we will find the incident and will provide you with an update and an estimated time of completion.

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All of us at Vennersys love to hear your ideas! So feel free to raise any ideas/recommendations for changes to our support team. Whilst there are no guarantees, this will then be added to our wish list area for a possible feature in a future release.

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If you would like a till updating, please contact us and we will do our best to update the device at a time which is suitable for your business.

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Through our VenposCloud, you can customise tickets bought online with barcodes and/or QR codes which can be scanned by an EPOS, turnstile or our mobile app in order to fast track admission.

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Yes. Our VenposCloud software supports date and time-based ticketing, allowing you to manage capacity whilst ensuring you always have access to real-time data for live admissions.

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By using integrated online ticketing, EPOS and visitor attraction software such as VenposCloud, you can integrate seamlessly into 3rd party travel agents and TXGB. This allows you to diversify ticket distribution and extend your marketing reach to new audiences.

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Yes. Our CRM and membership management modules are integral to our VenposCloud system, enabling visitor upgrades and data capture at every point of contact. Our CRM contacts can be tagged for marketing segmentation meaning that you can target individuals with relevant news, promotions and events to encourage revisits.

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Yes. By partnering with Vennersys, you have the capability to integrate with third-party partners. We offer reserved seating functionality through a direct integration to our partner seats.io. A seat can only be considered “used” once per event, regardless of the number of interactions, such as selections, status changes (e.g. bookings) on it.

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By integrating all your visitor touchpoints through integrated online ticketing, EPOS and visitor attraction software such as VenposCloud, there is no need for many of the manual processes experienced by attractions across the UK. System users have visibility and access to the same information that enables efficient operation. For example, users report that our table-ordering module can improve staff efficiency by up to 80%, while increasing food orders by up to 20%. We are also able to integrate to 3rd party systems, enabling timely and accurate flow of data into any of your systems.

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The cost of the system will depend on the needs and requirements of your attraction. However, the system is modularised so you can build it to your specific needs. Please watch our video explaining how you can customise your system or contact us to speak to a sales representative if you have any further questions.

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We do not charge for hosting – VenPOS Cloud is hosted on AWS. This makes us incredibly reliable and secure, as it can work offline if internet connectivity drops out, without losing any data.

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A contract with us typically lasts 3-5 years.

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Once you have signed up for our ticketing system, the prices remain the same for the entire length of your contract. 

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There is no concrete timeline for the launch date of our system as it will depend on the services your attraction needs. We will work closely with you to ensure the you are up to date with the process and have you set up as quickly as possible.

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The VenposCloud CRM can accommodate up to 2.5million contacts and members, while the “my portal” service can personalise the experience with news, updates, offers, renewal notices and more.

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Yes, we have an analysis and reporting feature that allows you to do just that.   An added enhancement to our solution is Microsoft Power BI. With this tool you will be able to make your own reports and analytics dashboards with the rich data you gather in our system. You can choose from a range of premade dashboards, or customise one to suit your needs. However, if you would prefer to deliver your own tailored reports, we can send you the data in a raw format so you can configure your own dashboards. 

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We have over a hundred out-of-the-box reports in the system. All our reports are highly customisable and can be configured to achieve specific results such as restricted dates, payment type, till operator and more!  If we do not have a report that you require, our specialist data team can produce a Power BI dashboard tailored to you. Please speak to our team about our comprehensive list of reports.

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VenposCloud can be configured for each individual till point, meaning that you can decide what you want to be visible on each EPOS. Furthermore, mobile EPOS can be used to serve customers at tables, in queues or during events.

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With our Membership Management Module, you will be able to track customer activity (how frequently they use their membership) and customer purchase history (what they buy when they come to your attraction). You can then utilise this data for targeted marketing, such as sending customers personalised offers and discount codes based on their previous purchases. 

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We provide a 99.9% up-time as we host with AWS, which makes our servers incredibly reliable! One of the best features of our EPOS solution is that it can work offline if internet connectivity drops out, and all transactions will be banked and restored to the cloud once connectivity has resumed. 

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Yes, we offer an online only package which can be used in isolation.

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Yes. We recognise that at certain times you will need additional tills to serve customers at event and offer the option to short term hire EPOS terminals.

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Yes, we integrate with multiple access control providers. Our Access Management module will allow you to validate tickets and memberships at the entrance for effective capacity control at your attraction. 

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To use the Tesco Clubcard module, you will need to arrange a partnership directly with Tesco who will enable customers to exchange Clubcard loyalty points for a “reward partner code”. This code can be recognised by the VenposCloud platform as full or part payment for admission.

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VenposCloud can be run on any hardware that meets the minimal specification requirements.

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Yes. We can populate your new systems with products, prices, suppliers, CRM contacts.

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Yes. We are able to provide standard integrations into a wide variety of 3rd party systems to support a digitalisation strategy. Integrations typically take 5 working days to complete.

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Our clients regularly comment on how easy and intuitive the user interface is to operate. However, we want to be sure that you get the maximum value from the system and offer three different levels of comprehensive training. This includes super user training for those wanting to be an expert on the system, end-user training by role, which can be face-to-face or virtual to suit your attraction, and training through a digital adoption platform, which provides lessons through videos available 24/7 on our platform.