Support
Factor4 support
Factor4 support is staffed in-house in the United States seven days a week. Call 1 (484) 471-3963 during the hours below and you reach the team that knows your POS integration — not a ticket queue. After-hours support monitored as needed.
Support hours
Live support runs early mornings through evenings on weekdays and shorter windows on weekends, covering opening and closing shifts for restaurants and retail.
| Days | Hours |
|---|---|
| Monday – Thursday | 6:30am – 8:00pm EST |
| Friday | 6:30am – 7:00pm EST |
| Saturday | 8:30am – 2:30pm EST |
| Sunday | 10:00am – 3:00pm EST |
How to reach support
Phone is the fastest path for anything happening at the register. Use the form for program changes, new locations or anything that isn't blocking a sale.
- Phone: 1 (484) 471-3963 · also 1 (844) 444-4013 · 1 (484) 421-3788
- Email: [TODO: verify] — confirm the public support address before launch.
- In writing: the contact page form
Self-service
Some answers don't need a phone call. Card balances, common POS behaviour and integration details are all available without waiting on hold.
Check a gift card balance
Cardholders can check a balance at the merchant's register, through the merchant's Factor4 gift card app or online storefront where enabled, or by calling the merchant directly. [TODO: verify] — confirm the public balance-check URL and phone line before launch.
Common POS questions
A gift card won't activate at the terminal
Confirm the terminal is online and that the card number scans or keys correctly. If the card was issued under a prior provider, it may not have been included in a migration batch. Support can look up the card and confirm which program it belongs to.
The balance on the receipt doesn't match the app
Balances are held in one real-time ledger, so a mismatch usually means one transaction was voided or run offline. Support can pull the transaction history for the card and reconcile it.
We added a new register or location
New terminals and locations need to be added to the program before they can issue or redeem. Call support and they will provision the device against your existing account.
We're switching POS systems
Card balances stay with the program, not the POS. Support and the onboarding team coordinate the move so existing cards keep working on the new hardware.
Not sure whether your system is supported? See the POS and terminal integration list or read how setup works.
Reach a specialist
For migrations, multi-location pooling, corporate card orders or API work, ask for a specialist when you call, or send the form and note the topic.