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  • INDUSTRIES
    • GROCERY
    • Convenience
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    • Food Service
    • Grocery

      Toshiba’s total solutions accelerate the future of Grocery by providing flexibility, scalability, and innovation.

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    • Gas & Convenience

      Toshiba’s total solutions deliver very high customer throughputs without compromising staffing and resource levels, making them perfect for both large- and small-scale environments.

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    • Specialty Retail

      From browsing a retailer’s full product catalog, to performing omnichannel returns, to closing transactions with multiple fulfillment requirements - Toshiba’s technology makes complex transactions appear effortless for both customers and retailers.

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    • Restaurant & Food Service

      Toshiba leverages key business partnerships to create best-of-breed solutions designed to work in the toughest of retail environments.

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  • HARDWARE
    • POINT OF SALE
    • SELF-SERVICE
    • DIGITAL SIGNAGE
    • PRINTERS
    • PERIPHERALS
    • DISPLAYS
    • TCx® 810
    • TCx® 810E
    • TCx® 800
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    • Self Checkout System 7
    • Pro-X Hybrid Kiosk
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    • Digital Signage

      More than just an interactive touch screen, digital signage is another opportunity to tell your brand’s story. Creatively fuse digital content and physical shopping to create an unforgettable experience that entertains and engages your customers.

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    • TCx® Single Station Printer
    • TCx® Dual Station Printer
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    • Keyboards
    • Cash Drawers and Tills
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    • TCx® Display
    • Toshiba SurePoint™ Display
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  • SOFTWARE
    • COMMERCE PLATFORMS
    • ELERA PLATFORM SOLUTIONS
    • POS APPLICATIONS
    • OPERATING SYSTEMS
    • SYSTEMS MANAGEMENT
    • TCX ELEVATE SOLUTIONS
    • ELERA™
    • TCx® Elevate
    • TCx® Elevate EcoSystem
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    • ELERA Platform Solutions
    • ELERA® Produce Recognition
    • ELERA™ Point-of Sale
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    • SurePOS ACE
    • VisualStore Suite
    • ANTARA
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    • TCx® Sky

      A retail-optimized operating system that’s designed to excel in the high-availability, high-stakes retail environment, giving you the peace of mind to operate your stores reliably and securely.

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    • Retail Enterprise Management Service (REMS)
    • McAfee® Security Solutions
    • Netop® Remote Control
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    • TCx® Vector
    • In-Lane Lottery
    • TCx® Elevate Mobile Operations Manager
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  • SERVICES
    • IMPLEMENT
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    • Implement

      From generating new ideas to fine-tuning technology solutions, our team is focused on empowering retail that supports your business needs and make the most of your investments. Using our extensive retail and technology expertise, we work with you to understand your businesses, then create tailored solutions, blueprints and strategies to help you meet your goals.

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    • Manage

      When you don’t have to spend time worrying about the complex, time-consuming tasks that keep your business moving, you can spend more time dreaming bigger, solving enterprise-wide problems and anticipating your customers’ needs. Whether you need installation services, loss prevention analytics, helpdesk services or more, our experts can help.

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    • Maintain

      Keeping your systems up and running is mission-critical. Whether you need traditional hardware break/fix support, multi-vendor wall-to-wall maintenance or proactive availability services, we’re here to keep your stores operating smoothly.

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    • Financing

      With our financing options, you can invest in new retail technology solutions on a flexible, pay-as-you-go basis. When you enroll in monthly payments, you can free up capital to invest in other parts of your business, stay current with the latest technology and update services as your needs change.

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  • COMPANY
    • NEWS
    • EVENTS
    • ABOUT US
    • THOUGHT LEADERSHIP
    • BLOG
    • EDUCATION
    • CAREERS
    • PATENTS & PUBLICATIONS
    • PriceSmart Announces Joint Technology Platform Project with Toshiba Global Commerce Solutions
    • PopID and Toshiba Global Commerce Solutions Partner to Deliver Biometric Enabled Point-of-Sale and Self-Checkout Systems
    • NRF 2023: Guests Will Be Immersed in How Toshiba Global Commerce Solutions is ‘YOUnifying Experiences’ at Retail’s Big Show in Booth #3323
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    • MURTEC 2023
    • NGA 2023 Show
    • EuroShop 2023
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    • About Us

      Toshiba Global Commerce Solutions is the global market share leader in retail store technology. Together, with a global team of dedicated business partners, we advance the future of retail.

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    • Thought Leadership

      An established, trusted voice in retail technology solutions.

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    • Blog

      Every day we’re witnessing inspiring moments across our industry and together we believe we can create moments that inspire retail. Check out our new blog for stories that will keep you informed & inspired with our perspective about the evolving retail industry.

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    • Education

      Keep your skills current and competitive with our extensive self-paced learning catalog.

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    • Careers

      We're always looking for fresh perspectives. Explore our open positions.

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    • Patents & Publications

      At Toshiba, innovation is at our core. To us, that means using the power of our innovative and creative teams to create new ideas that will revolutionize the way retailers deliver shopping experiences and make them a reality today. Read more about our innovations from our Intellectual Property Portfolio.

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  • Industries
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  • Hardware
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      • TCx® 810
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      • Label Printers
    • Peripherals
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    • Toshiba Displays
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  • Software
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    • ELERA Platform Solutions
      • ELERA Platform Solutions
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      • ANTARA
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      • TCx® Sky
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  • Home
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FAQs

At Toshiba Global Commerce Solutions, we believe in cutting-edge, end-to-end solutions. We also know that delivering those solutions with our support means you will be able to provide exceptional customer service and optimize your business operations.

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I have forgotten my password to login. What can I do?

No problem; please select "Forgot Password" using the Self Service function beneath Sign In.

How do I get general product support?

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

 

How do I submit a service request if I have purchased a maintenance plan?

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

I am interested in joining your reseller program. Where do I apply?

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

I don't have a Toshiba Enterprise ID. How can I get one?

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

I have forgotten my Enterprise ID (EID). What can I do?

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.

How can I subscribe & unsubscribe to documents?

Navigate to Content Central or link directly to a folder:
Communications

Downloads

Publications
Select the Action Icon Action ICON  next to the folder name.
Select Subscribe.

Tip: Users can navigate into subfolders and subscribe to subfolders within the hierarchy.  Announcements and alerts are categorized into folders by products.

 

Unsubscribe

Navigate to Content Central or Share Files.  
Click on My Content Server
Click on My Subscriptions
Unsubscribe from content or folders.

 

How do I request a RSMP Account and User Creation?

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.

My hard drive crashed, how do I request recovery media so I can re-install Microsoft Windows?

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

How do I request the latest software upgrade of my Toshiba application?

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.

 

I have an ID but need to change something

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

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