Revel Customer Care: How to Reach the Right Team and Get Fast Resolutions

Why “Revel customer care” can mean two different teams

“Revel” commonly refers to two distinct U.S.-based companies with very different products and support paths: Revel Transit (the New York–based electric mobility company behind the blue electric rideshare and public fast-charging “Superhubs”) and Revel Systems (the point-of-sale platform used by restaurants and retailers). Choosing the correct customer care channel up front is the single biggest time-saver. Their official websites are gorevel.com (Transit) and revelsystems.com (POS).

If you used a consumer mobile app for transportation or EV charging in New York City, you want Revel Transit. If you manage a restaurant or retail POS, terminals, kitchen displays, or back-office reporting, you’re looking for Revel Systems. Transaction descriptors are also a clue: mobility or charging charges typically reference Revel or “GoRevel” alongside a New York locality, whereas merchant processing and POS references appear on business statements tied to your merchant account.

Both organizations have mature support playbooks, but their intake criteria, identity verification, and case routing differ. Starting with the right brand prevents rerouting delays and avoids sharing sensitive data with the wrong recipient. When in doubt, use the websites above to navigate to “Support” or “Help” from the primary domain and sign in before submitting a request.

Revel Transit (GoRevel) customer care for riders and EV charging

Revel Transit launched in 2018 and is focused today on an all-electric rideshare service in New York City and a growing network of public fast-charging sites. The company phased out its shared moped program in 2023, but customer care continues to support historical billing inquiries, lost-item claims, and account questions from former moped riders. Active support now centers on rideshare trips, charging sessions, account access, and payments.

The fastest contact method is in-app: sign in to the Revel app, then go to Profile → Help & Support to open a ticket or chat. This securely attaches your account, device, and trip/session metadata so agents can locate logs without multiple back-and-forth messages. For web access, start at gorevel.com and follow the Help/Support links to the Help Center; you’ll typically be asked to sign in before submitting details. For safety emergencies during a live trip, call local emergency services first; use the in-app help for post-incident reporting with timestamps and locations.

Revel Transit support can assist with billing holds or duplicate charges, tolls and surcharges on rideshare trips, damage/cleaning fee reviews, lost-and-found coordination, account verification, and charging-session issues (e.g., connector errors, interrupted sessions, receipt requests). For refunds or charge reversals, expect standard banking timelines: pending authorizations usually release automatically within 1–3 business days, and completed-charge refunds generally post in 3–10 business days depending on your card issuer. Always include the trip or session ID, the last 4 digits of the card used, the exact date and time (with time zone), and the station or pickup/dropoff location to expedite resolution.

Tips to speed up Revel Transit resolutions

When reporting a rideshare issue, attach the in-app receipt or trip details and note any promo codes applied. If you’re disputing a cleaning or damage fee, include clear photos taken immediately after dropoff if you have them. For lost-item claims, include a reliable callback number and a 2–4 hour window for coordination; drivers cannot always re-route in real time.

For EV charging support, note the station name, stall number, connector type (e.g., CCS), vehicle make/model, and a photo of any on-screen error. If a charging session failed to start but you see a pending hold, provide the authorization amount shown by your bank; most pre-auths void automatically if no energy is dispensed, but having the amount and timestamp helps agents verify settlement status faster.

Revel Systems (POS) customer care for restaurants and retail

Revel Systems is a cloud POS platform with iPad-based terminals, kitchen displays, inventory, and analytics, serving SMBs and enterprises since the early 2010s. Contracted customers typically receive 24/7 support access, along with onboarding/implementation resources, depending on plan and region. If you’re evaluating the product rather than seeking support, use the “Request a Demo” flow at revelsystems.com to reach Sales rather than Support.

For active customers, start at revelsystems.com and use the Support or Client/Management Console login to submit or manage cases. Logging in associates your store ID(s), account tier, and POS version, which speeds triage. For multi-location brands, your Customer Success Manager (CSM) or Implementation Manager can escalate issues affecting multiple stores (for example, payment gateway configuration or menu sync failures) and coordinate rollbacks or hotfixes as needed.

Common POS support topics include terminal provisioning, printer and kitchen display configuration, menu programming and price updates, tax and service charge rules, integrated payments and batch settlement reconciliation, gift card and loyalty setup, inventory counts, and data exports to accounting systems. For hardware RMAs, have serial numbers and photos of cabling and indicator lights ready; advanced exchange options may be available under certain support plans to reduce downtime.

Stability and payments best practices for Revel Systems

To minimize service interruptions, document your standard operating procedures: the exact steps to bring terminals online, restart receipt and kitchen printers, and verify gateway status after a network blip. Train managers to check Wi‑Fi or Ethernet, router, and modem status in sequence before escalating; many “terminal offline” cases stem from local network equipment or ISP issues rather than the POS.

For payment reconciliation, close batches daily at a consistent local time and export settlement reports to accounting. If a batch appears stuck or duplicated, capture the batch ID, the terminal IDs involved, and the time window (e.g., 18:00–23:00) before opening a case; this helps support quickly match gateway logs to the transaction set.

Prepare this before you reach out (saves 1–2 back-and-forths)

Having precise identifiers ready can reduce resolution time significantly. Avoid sending sensitive data over email unless the portal explicitly provides a secure upload. Support will never need your full card number, CVV, or full government ID numbers; the last four digits and masked screenshots are sufficient.

• Account identifiers: the email/phone tied to your Revel app (Transit) or store/account ID (Systems), plus your full name and contact number.
• Exact event details: trip or session ID, receipt or invoice number, date/time with time zone, pickup/dropoff or charging location, or terminal ID.
• Payment info: last 4 digits of the card, card brand, and the posted or pending amount shown by your bank; include screenshots with sensitive data masked.
• Device and environment: phone model and OS version (Transit), or terminal model, POS app version, printer model, and network details (Systems).
• Evidence: photos of error screens, connector ports, cabling, and any printed receipts; for disputes, include before/after condition photos where relevant.

If multiple people manage support, keep a shared, access-controlled document with your store IDs, terminal names, payment processor merchant IDs, and standard maintenance steps. This lets any manager open a high-quality ticket, even after hours, without waiting for a specific admin.

For enterprise accounts, align on severity definitions (for example, Sev‑1 for full payment outage vs. Sev‑3 for a single printer) and include business impact (locations affected, revenue impact per hour) in the ticket. Clear impact statements help support prioritize and staff escalations appropriately.

Common issues you can fix yourself in minutes

Self-service often resolves the most frequent problems faster than a ticket queue. The official Help Centers linked from gorevel.com and revelsystems.com provide step-by-step articles and videos; always verify steps against your app or POS version, as UI labels can change with updates.

• Revel Transit: reset a password via the app’s login screen; update an expired card in Profile → Payments; retrieve receipts from trip history; for a pending pre-authorization, wait 1–3 business days for automatic release; for charging errors, re-seat the connector firmly, lock the vehicle if required by the OEM, and retry after moving to a different stall.
• Revel Systems: power-cycle terminals and printers, confirm the POS device time and time zone are correct, verify the network SSID and that printers are on the same subnet, re-run payment gateway credentials if recently changed, and check that daily batches are closed. For menu updates, schedule changes during off-peak hours and sync terminals after publishing.

If a problem recurs after a successful quick fix, capture logs or screenshots immediately and open a ticket. Intermittent issues are hardest to diagnose without time-stamped artifacts; a single screenshot of an error dialog with the exact time can save hours of log-scrubbing.

When you encounter an outage you can’t self-clear, include your fallback plan in the ticket (e.g., “Operating in cash-only mode; average hourly volume $1,200; three terminals affected”). This helps support weigh urgency and recommend safe workarounds while engineering investigates.

Security and fraud prevention when contacting Revel

To avoid phishing, initiate support only from the official domains: gorevel.com for Revel Transit and revelsystems.com for Revel Systems. Do not trust unsolicited emails, texts, or phone calls that ask for payment, one-time passcodes, or full card numbers. If you receive a suspicious message, navigate directly to the website or app and contact support from there, referencing the message as a potential security incident.

Share only what’s necessary: last 4 digits of a card, masked screenshots, and non-sensitive IDs (trip/session, store/terminal). For files with PII, use the secure upload the portal provides rather than regular email attachments. Keeping communication inside the authenticated app or customer portal not only protects your data but also speeds resolution because agents can view logs tied to your account activity.