We’re thrilled to announce an exciting update: starting July 7, 2025, TouchTunes will be upgrading to a new business management platform that will help simplify how you manage orders, payments and account access across both Arachnid and TouchTunes — bringing both brands together in one streamlined experience. These FAQs are designed to answer common, and not-so-obvious questions you may have about the upgrade:
🕒 SYSTEM TRANSITION & OPERATIONAL IMPACT
Q: When is the shipping cut-off?
A: Friday, June, 27th @ 12PM Central Time
Q: Will my order ship during the transition week?
A: Yes — we will continue to ship high-priority emergency warranty replacement orders during the transition. All other non-emergency orders will ship starting the week of July 7.
Q: Can I return parts or equipment ordered before July 7 through the new system?
A: Yes, returns for pre-July 7 orders will still follow the same return authorization process. Please contact Tech Support or your rep for assistance.
Q: Will there be a backlog of orders once the system goes live?
A: While we’re taking every precaution to ensure a smooth launch, we recommend placing non-urgent orders before June 27th cut-off or after July 7 to avoid any unexpected delays.
Q: When exactly will Arachnid parts start appearing in the new parts store? Will I be notified?
A: While we don’t have an exact launch date yet, we plan to begin adding Arachnid parts—starting with the most frequently purchased—over the coming months. You’ll receive a formal notification as soon as they become available in the online store.
Q: Will I be able to view my TouchTunes parts order history in the new store, or will that be reset?
A: Historical order data from the old store will unfortunately not be visible in the new store interface. Please refer to your previous invoices in Tempo or reach out to your billing representative for previous order info.
Q: How will warranty submissions work for Arachnid products now?
A. In the short-term, you will contact the Arachnid Parts Line and they will process all Arachnid dartboard warranties in-house; no need to go through your distributor. In the near future, we will migrate all warranty calls to TouchTunes Tech Support for processing the same way as jukebox warranty parts are handled.
Q: Will order shipping timelines change with the new system?
A: No, outside of the change-over window, shipping times will be the same as they always have been.
Q: Will parts from both brands be shipped together if they’re ordered at the same time?
A: While both brands will use the same ordering interface, fulfillment may occur separately depending on warehouse location and inventory availability.
Q: Can I still call in orders, or is the store now the only way to order parts?
A: Yes, outside of the system transition period, you can still place orders by calling your regular representative. The new online store simply adds another convenient option—it does not replace phone ordering!
Q: Will tracking emails or shipping confirmations look different after the transition?
A: Arachnid orders will now use the same shipping confirmation and tracking process already in place for TouchTunes orders—bringing consistency across both brands. If you're already familiar with the TouchTunes format, nothing will change for you.
Q: Will Tech Support hours or contacts change during the switchover?
A: No, Tech Support hours and contact details will remain the same throughout the system transition—there will be no disruption to support availability.
👥 TEMPO ACCESS & PERMISSIONS
Q: Who at my company will have access to the new parts store at launch?
A: Only Tempo Admins will have immediate access to the new parts store.
Q: I’m not sure who our Tempo Admin is — how do I find out?
A: If you're unsure, please contact your TouchTunes account representative and they can identify your Admin.
Q: What permissions are required in Tempo for staff to place orders?
A: A new store permission management role in Tempo is being added shortly after go-live. We’ll notify you and send instructions as soon as it’s ready, after which time you will be able to manage all store access directly in the Tempo > Users section.
🧾 BILLING & PAYMENT DETAILS
Q: Can I get sample invoices or a billing guide to help my accounting team prepare?
A: Yes, you can reach out to your billing representative, and once the formatting is finalized, they can share a sample invoice.
Q: Is it possible to have one payment method (e.g., ACH) for TouchTunes and another (e.g., CC) for Arachnid?
A: Unfortunately, payment terms are set at the Operator account level. However, you can request a different payment method (e.g. CC) on a per-order basis as needed.
Q: If I place an Arachnid order now, will it follow the new payment remittance rules?
A: Any invoices generated on or after July 7 for Arachnid will reflect the new remittance details. Be sure to update your accounts payable system to avoid delays.
Q: Will I receive separate invoices for TouchTunes and Arachnid orders?
A: Invoices for both brands will now follow a standardized format, but whether they are combined or separate depends on how your account is set up. Please contact your Credit & Collections rep for specifics.
Q: How will I know which parts orders were included in each ACH sweep?
A: All invoices will have the sweep date listed on them and will be accessible in Tempo for easy management. You can always call your billing representative for details if you need further assistance.
🤝 PARTNERSHIP AND SUPPORT
Q: What happens to my existing distributor relationship?
A: Your relationship remains valued and intact. However, for warranty claims, you will now interact directly with TouchTunes.
Q: Will I be trained on how to use the new store or system?
A: The system is designed to be intuitive, and no special training is required. You can always call your sales representative if you need further assistance.
Q: What if I have additional questions?
📞 Sales: Reach out to your account representative
📞 Credit & Collections: 888-338-5853 ext. 4
📞 Touchtunes Tech Support: 847-353-1954
📞 Arachnid Parts / Warranty: 815-654-0212 ext. 2