FAQs

General support is available through the website at https://commerce.toshiba.com/support

Links to the knowledgebase and/or customer community can be found on the relevant products support page.

If you have a TGCS web ID you may open a service request here

Please call Toshiba Global Commerce Solutions directly at 1-855-247-4844

Apply here to become a Toshiba reseller.  Thank you for your interest.

Business partners and customers with current maintenance agreements and current installations may request an Enterprise ID (EID).  After approval and provisioning you will gain access to:

• Opening product support service requests (with iSupport)
• Use of product documentation & downloads
• Ask Pre-sales questions (with iSupport)

CUSTOMERS:
Please remember that to be approved, the company must have a current maintenance agreement or be registered in the install base. Be sure to select support role to get iSupport access.
Request Enterprise ID
 

BUSINESS PARTNERS:
Partners should have an Authorized Program Administrator (APA) who can assign EIDs and support roles. Please contact that person (or email [email protected]) for assistance.

 

SUPPLIERS:
Contact the Procurement Customer Support Center

Customers can reach out to their Toshiba representative or contact [email protected].

Business Partners and suppliers can reach out to their Toshiba representative or email [email protected].

TGCS employees and contractors will be able to contact the TGCS IT Service Desk.

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Business partners and customers with Toshiba POS Hardware Terminals which are covered under a standard product warranty or an extended warranty agreement may submit a RSMP Account and User Creation request.

*Please note “RSMP” access is independent to your Toshiba EID Account access.

After approval, you will be provided with further details on systems setup and sent account and user access details, upon gaining access to the RSMP platform you will have access to:

• A dedicated server instance containing an individual account, allowing access to only your connected device information.

CUSTOMERS AND BUSINESS PARTNERS:
Please remember that to be approved, the company requesting must have Toshiba POS Terminal hardware covered under a current warranty or an extended warranty agreement.

When you place an order for a system unit TGCS can ship it to you with a copy of Microsoft Windows already installed on the hard drive or SSD.  This is referred to as a 'preload'. If you experience a problem and cannot use the recovery partition on the drive to restore the original OS image then you can request that we send you a recovery image instead.

You will need to open a General Support SR and supply the serial number and machine type of the unit with the problem

Once we check manufacturing records and confirm that the system unit was shipped with an operating system on it we'll give you the recovery image for the operating system that was on the machine when it was built. 

We cannot provide newer versions of the operating system, only what was on the machine originally - if you want to upgrade your version of Microsoft Windows you can't do it using this process. For those situations you need to contact your business partner or TGCS sales representative

Please note
1) If this is a self checkout lane we need the serial number of the self checkout lane itself, not the PC inside it
2) If this is a Pro-X Hybrid Kiosk we need the serial number of the system unit (TCx 800/810), not the serial number of the base unit.
3) This won't do anything to replace the HD or SSD inside the system unit; if the unit is under warranty or you have a hardware maintenance agreement you'll still need a Hardware SR to replace the defective media (replacing the physical media and the OS image on it are 2 distinct unrelated steps)

You can submit a service request here

Latest service packs of TCx Sky are posted for download on the website. Visit the support home page at https://commerce.toshiba.com/support and select the TCx Sky option from the list of software products on the right hand side of the page.

For all other service pack/software upgrade requests please open a Software SR.  If you are a business partner please make sure you specify what customer you are requesting the upgrade for.

If you already have an ID but need to change something about your account (name, phone number, email address etc)

CUSTOMERS:
Contact your sales representative or solution architect. They can forward the request onto the IT department.

BUSINESS PARTNERS:
Partners should have an Authorized Program Administrator (APA) who can resolve these kinds of problems. Please contact that person for assistance (or email [email protected] if you don't know who your APA is)
 

SUPPLIERS:
Contact the Procurement Customer Support Center