Customer Care

Welcome to NCR Silver!

We want your experience with NCR Silver to be as easy and smooth as possible so we've given you back-office and point of sale access to Online Help and Quick Tips. These tools will get you up and running quickly so you can Run your Business, Connect with Customers, and Sell Anywhere.

Customer Care Topics

Details Getting Ready for NCR Silver

Installing and using NCR Silver is a piece of cake.
To ensure things go smoothly, we advise you take a few minutes to make sure that you have everything you need in front of you before getting started.

First time with iPad, iPhone or iPod Touch?
Make sure you have an iTunes Apple Account ID and that your device is set up as instructed by Apple before installing NCR Silver.

Get connected.
Make sure you're connected to Wi-Fi or that your device is connected to the Internet via your carrier's data plan. If you plan to use a Wi-Fi connection with multiple devices such as a second "iDevice" or wireless receipt printer, be sure to make note of your network's login and password as this will be the same for every device. We recommend that if you plan to use Wi-Fi that you use a connection dedicated only for business purposes.

Think about location.
Where do you plan to interact with your customers? If your NCR Silver device needs to be in a specific location make sure you have room for your equipment, consistent Internet connectivity and sufficient electrical outlets for powering and charging your equipment.

If your plan is to be more mobile, be sure to test that you have good connectivity from any area in and around your store or where you plan to use the NCR Silver device.

For accessing the NCR Silver Back Office, we recommend that you use a laptop or desktop computer separate from your transaction device and that it also has consistent Internet connectivity. It also helps to ensure you are using the most current version of your Internet browser of choice.

Now you're ready to go.
Login to your iTunes account, search for NCR Silver, select "Install" and follow the instructions on screen for download.

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Details Hardware Warranty and Maintenance

We are so confident in the quality of our hardware we support it as part of your subscription.
Plus we give you 30 days to try it out. If you don’t like it send it back in good condition with no questions asked (return shipping is not included). We have a feeling that you will love it. To ensure you stay satisfied, all NCR Silver equipment comes with a whole unit replacement maintenance plan as part of your monthly NCR Silver subscription fee.

Simply contact our Customer Care team if you are having any issues with your NCR Silver equipment. If we can't fix the problem, we'll replace it for free as long as your subscription is in effect.

Problems with your NCR Silver hardware?
Contact Customer Care and tell them what the problem is. If Customer Care determines your hardware is not working properly, you will receive a replacement item free of charge.

  • If new hardware is requested before 6:00 P.M. EST: Replacement will be shipped the same day for overnight delivery
  • If new hardware is requested after 6:00 P.M. EST: Replacement will be shipped the next day for overnight delivery

To return your non-functioning hardware item:

  • Simply pack up your old hardware using the box and packaging from your new replacement item
  • The carrier will make three attempts to pick up your item, after that you will be responsible for arranging shipment back to NCR at your own expense

We know you're busy, but timing is important to this process. To ensure you are not charged for your replacement hardware you must complete this process within 60 days of your replacement item ship date or your payment method on file will be charged.*

*This process is for customers located in the United States. Please contact NCR Silver Customer Care if you are located outside of the United States.

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Details Troubleshoot your Wi-Fi Connection

To give you the ultimate flexibility to run your business, connect with customers and sell anywhere, NCR Silver works with either a Wi-Fi connection or with a data plan from your wireless provider of choice. If you are using a Wi-Fi network we highly recommend that you use a connection dedicated only for business and that you ensure your connection is configured for privacy. Your wireless router manufacturer should have provided instructions for ensuring appropriate set-up.

Having trouble connecting to Wi-Fi?

First verify that you can find your wireless network:

From a PC or Laptop:

  • Your PC or laptop should display a list of all available local wireless networks
  • Find the name of your wireless network and select it to connect
  • If your wireless network doesn’t appear after several minutes verify that you are in range of your router or modem by moving closer to the device
  • If your network still doesn’t appear, disable and re-enable your Wireless Network Adapter:
  • Look for your laptop or MacBook's Network Adapter on/off switch and switch it to off, wait a few seconds and turn it back on
  • If you can't find the switch or are using a PC, go to Windows > Device Manager, turn it off then turn it back on
  • If you are using an external wireless adapter, either PCMCIA or USB, remove it and reinsert it while your computer is on

If your wireless network still doesn’t appear it could be that your wireless router is configured to not broadcast a network name.  If so, follow the directions provided by your laptop or PC for manually adding a network to your list of preferred networks.

From an iOS device:

  • Tap on Settings > Wi-Fi  to ensure that Wi-Fi is "ON"
  • Under "Choose a Network..." find the name of your wireless network and select it to connect
  • If your wireless network doesn’t appear after several minutes verify that you are in range of your router or modem by moving closer to the device
  • If your network still does not appear on the list try turning the Wi-Fi off and back on by touching the blue "ON" button to turn it off, and then touch the gray "OFF" button to turn it back "ON"



Still can’t connect to a Wi-Fi Network?

  1. Verify that you’ve entered your Wi-Fi password correctly.
    If you can see the name of your wireless network on your list of available networks but are having trouble connecting, make sure that you entered your password correctly. Most passwords are lengthy and a combination of uppercase letters, lowercase letters, numbers and symbols. It’s easy to make a mistake so give it another shot.
  2. Try connecting to the Wi-Fi network with another device.
    If you are still having trouble, try connecting another device, such as a smart phone, tablet or laptop, using the same password. If the second device won’t connect, check that your Wi-Fi network is working properly and that your password is correct.
  3. Verify that your Wi-Fi network modem and wireless router are working correctly.
    • Verify that the power cord is connected and that all the device indicator lights on your wireless router and/or your modem are on as illustrated in the manufacturer’s documentation
    • If the indicator lights are not on or not blinking properly you may have to reset your wireless router and/or modem as instructed in the manufacturer’s documentation



I forgot my password, now what?
It happens to the best of us. Fortunately, this can be fixed. Reset your Wi-Fi password by connecting your computer directly to your wireless router and using your wireless router’s "Web User Interface" as instructed in the manufacturer’s documentation. Follow the instructions from the manufacturer for resetting the password.

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Details Pricing Information

What do I get with my monthly NCR Silver subscription fee?
Your monthly subscription fee from NCR includes use of the NCR Silver service, as well as support from our Customer Care team. You also get a whole unit replacement maintenance plan for any NCR Silver equipment you purchase from NCR.

How does the monthly subscription fee work?
Each month you will be charged a flat fee of $79 for your first device.  Additional devices can be added to your plan at a rate of only $0.10 per transaction with a maximum charge of $29 per additional device, per month. Your monthly subscription fee from NCR does not include any ongoing credit card processing fees from your merchant services provider.

If I want to use multiple devices why do I have to pay by transaction fee?
To provide you the ultimate flexibility to run your business wherever and whenever, we recognize that you may need additional transaction devices. We also recognize that you may not use these additional devices all the time. To ensure you receive the greatest value from your NCR Silver solution, we charge these additional devices on a per-transaction basis. You will never pay more than $29/month per additional device.

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Details Ordering Information

The NCR Silver team can help you with ordering any hardware you need. Simply call them at 1-877-630-9711. Orders placed by 12:00 P.M. ET are shipped FedEx ground and will leave our facility that day. Orders placed after 12:00 pm ET. will be shipped FedEx ground and leave our facility the next business day. Please allow 5- 7 business days to receive your new equipment.

How do I add a device to my NCR Silver monthly plan?
The NCR Silver team can help you with that too. Give them a call at 1-877-630-9711.

After your additional device is added to your account, you will need download the NCR Silver app from the App Store and activate it using your back-office login ID, password, and NCR Silver Customer Account Number.

How do I get additional receipt printer paper for the NCR Silver point-of-sale printer?
Our printers use standard receipt paper which you can get from www.ncr-direct.com. Receipt paper for the desktop receipt printer is found here while paper for the mobile belt printer is located here.

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Details Billing and Account Information

How do I update my billing and credit card information?
To change your billing address or credit card information, contact the Customer Care team at 1-877-270-3475.

How do I replace an existing device with a new one?
If you are replacing your existing device with a new one you will need to contact the Customer Care team at 1-877-270-3475 to let them know you are replacing your device. Then you will need to download the NCR Silver App from the iTunes App Store and activate it using your back-office login ID, password and NCR Silver Customer Account Number.

How do I cancel my Silver service?
We hate to see you go, but if you wish to cancel your NCR Silver service please contact our Customer Care team at 1-877-270-3475 for assistance.  We will credit your payment method on file for the pro-rated amount based on your date of cancellation.

If you are cancelling within the first 30-days of registration, we will refund you the amount paid for any NCR Silver Hardware as long as it is returned to us in good working condition within 30 days of your cancellation notice.

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