Customer Service

Auto-Star’s customer service team can help with POS troubleshooting, configuration questions, upgrades, hardware connections, report setup, pricing and promotion configuration, and general “how do I…?” workflow questions. If the issue requires deeper technical investigation, our support analysts and development team work together to find a resolution.

Yes. Auto-Star includes an AI-powered HelpBot built right into the software to give users instant, on-demand assistance. Staff can quickly search “how do I…?” questions, access step-by-step instructions, and get guidance without leaving the POS screen or waiting on a support call. This assistant helps new employees get up to speed faster, reduces training time, and supports everyday problem solving so your team can stay focused on serving customers.

Our call center is available Monday through Friday, 7:00 am – 4:30 pm (MST) to help you troubleshoot daily operations issues. Auto-Star’s technicians can also be available for emergency calls 24 hours a day, 7 days a week to ensure your business experiences as little downtime as possible should an unexpected, major problem arise.

Auto-Star is proud to provide some of the fastest response times in the industry. Most support calls are handled within 20 minutes of being placed.

To ensure no customer is left waiting unnecessarily, Auto-Star uses a callback queue system. If all agents are assisting other customers, you can leave your number, and you’ll receive a return call before the next live caller in line.

Auto-Star’s support stands out because of our “total control” business model. We keep the development, support, and maintenance of Auto-Star products fully in-house, which means the people helping you understand the software are closely connected to the people building it. This tight integration allows us to respond faster, understand real-world retail challenges more deeply, and continuously improve based on direct customer feedback. The result is industry-leading POS customer support that feels more like a long-term technology partnership than a generic help desk.

Yes. Auto-Star provides POS training for new staff, new stores, and new features, delivered through live remote sessions, on-site training in some regions, and recorded resources where available. Training can cover day-to-day use at the till, back-office functions, inventory, pricing, and reporting so your team can make the most of Star-Plus.

If you have an idea for a new feature or improvement, share it with our support team or your Auto-Star account manager. Customer feedback is a key part of our product roadmap, and many enhancements to Star-Plus begin as real-world requests from retailers like you.

Yes. Auto-Star hosts regular iteration demos every month, where customers can join live sessions to see features currently in development, ask questions, and provide direct feedback. This customer-centric process means our roadmap is shaped by real retail needs, not just internal ideas. By involving customers early and often, we ensure new features are practical, intuitive, and aligned with how stores actually operate.

Absolutely, yes. Auto-Star’s dedicated Customer Service and Implementation teams are here to help you navigate every step of the process when:

• New Location Rollouts
• POS Terminal Additions
• Hardware Replacements/Upgrades

Our comprehensive support process includes:

• Hardware Requirements: Consulting on necessary specifications and compatibility to ensure smooth operation.
• Coordinated Setup: Working with your team to schedule and manage the installation and deployment.
• System Integration: Ensuring your new devices are correctly connected and configured with your Auto-Star POS software and central database.

IMPORTANT NOTE: While we provide complete consulting and integration support, Auto-Star does not supply or sell hardware. You will need to purchase hardware from your preferred vendor.

Customers can access user guides, quick-start documents, and knowledge base articles directly through the Help options within the Star-Plus software.

For additional resources, Auto-Star also provides an online knowledge base at wiki.auto-star.com