Support

Help with your node or order.

Find setup and troubleshooting steps, or send a question to a person. For an order, return or refund, include your order reference. For a device problem, tell us what you tried and what happened.

Start here

Find the next step for your problem.

Start with the symptom you can see. These guides explain what to check and when to stop and ask for help.

It will not come up, or the light is wrongCheck power, the status light and the node address before changing settings.It prints garbage, blank paper, or cuts shortCheck paper orientation, printer language and the result of a small test print.It restarts itself with nobody near itCheck power and USB connections, then read the recovery state. Repeated restarts can have more than one cause.An API call came back with an error codeLook up the error code and recovery advice. Check an uncertain print before retrying so you do not produce a duplicate receipt.It is new and I cannot get it onto Wi-FiJoin the setup network, enter your 2.4 GHz Wi-Fi details and find the node on your local network.It answers 401, or I have lost the keyCheck the API key and access mode first. Read the reset instructions before using the button: API keys, Wi-Fi and account ownership are separate.

All documentation →

Talk to a person

Get help with your node or order.

For setup, compatibility, a damaged shipment or an order question, send your details here. Support replies by email.

We answer here, and send a private link back to this conversation.
What happened, what you expected, and — for a node — its firmware version and a paste of its /status.
First reply
In writing, by email — usually Within one business day.
Hours
Monday–Friday, 8 a.m.–5 p.m. Eastern. AI support and the FAQ are available any time (America/New York time). Support is handled through this form and email.
Not staffed for
Emergency or immediate-response support. Keep a working fallback for service while you troubleshoot a failed printer or node.

Put these four things in it

  1. The node ID — the serial or nickname on its boot slip, or on your fleet page.
  2. The firmware version — fw in GET /status, or the badge on the node's own page. What it is running, not what it shipped with.
  3. A paste of /status — curl -s http://<node-ip>/status, or the copy button on the node's own page. It carries the peripheral bindings, the USB recovery state, and whether a reading is real or unknown, which is most of the diagnosis.
  4. What you did and what happened — the request you sent and what came out of the printer, if anything.

For an order, a return, or a warranty claim, the order reference is enough — and if you have an account, ask from your account so we can see the order. See also returns and warranty.

AI assistant

Where to ask

The assistant can suggest checks using the documentation and details you provide. This website does not connect to your node or change its settings. Paste a status report if useful, or open the node's own Help tab on its local network. Do not include passwords, API keys or payment details. For an order or an unresolved problem, use the contact form above.

Two ways to get an answer about a node specifically, not printers in general:

  1. Open the node's own page and use its Help tab — it attaches live state automatically.
  2. Paste its /status output below.
Paste a node's status
curl -s http://proxynodes-pn-7f3a.local/status
Open http://proxynodes-pn-7f3a.local/status in a new tab

Describe the problem — “my printer won't print” is a fine start.

If our side is down

What a cloud outage affects.

Local printing can continue without the Proxy Nodes cloud when your POS, local network, node and printer are working. Cloud-dependent features need an internet connection and an available service.

Unaffected: printing, raw ESC/POS on port 9100, live status, the drawer pulse, scans, weight, the local API, and discovery on your LAN. These run locally; your POS may have its own internet requirements.

Affected: this website, the shop, your account and fleet view, the assistant above, telemetry ingest, unattended firmware pulls, and composing a receipt from a description.