Welcome to the BioTrackTHC Help Desk!

Stay updated with announcements, get answers from the community, and share your feature suggestions with us.

Simply click on "Submit a Request" above to get started.
You can also submit a request by sending an e-mail to: support@BioTrackTHC.com.

Normal support support requests are processed Monday through Thursday 11:00am - 10:00pm and Friday 11:00am - 8:00pm Eastern Time.
Emergency server and network related connectivity requests are also processed over the weekend.



Christopher Jun 29 Announcements

Attention all Washington State BioTrackTHC retail locations:

The State of Washington has passed a bill that affects the tax structure of ALL I-502 licensees. Among other things, it accelerates the effective timeline of these changes to July 1st, 2015.

This immediately affects all Washington Recreational Retailers. The type of tax now implemented will now be a Sales Tax, as opposed to the previous Excise Tax and, as previously stated, the implementation date has been shortened to July 1st, 2015.  These two changes, in combination with one another, mean that all I-502 retailers will need to amend their prices, ALL OF THEIR PRICES, for marijuana products, effective July 1st, 2015 (but not before), to correctly submit data to Traceability.

New sales tax = 37 %

A new update, version 358, will be pushed to all Washington i-502 retailers Monday, June 29 and Tuesday June 30, 2015. This update is for Washington State ONLY. The new update will not become active until after 12:00 am Wednesday July 1, 2015. There will be a tool under administration with multiple pricing methodologies to quickly price all inventory with the new tax rate.

Producer/Processors are also affected in a different manner but not until August, 2015. We will have multiple videos to show the retailers how to use the tool.

The following video shows how to set up your system on July 1, 2015.  It is VERY IMPORTANT that clients do not follow the steps in this video until AFTER they have reported all data to Traceability for June 30,2015.  http://stme.in/6kw2OLdzG

As always, should you have any questions and/or concerns, please do not hesitate to contact us at (800) 797-4711.

Christopher Apr 22 Tips & Tricks

Our video training portal provides a wealth of information and demonstrations on how to use your BioTrackTHC system.

Please click on the following link to access the videos at any time: https://biotrackthc.com/helpdesk .  Simply click on the tab for which ever category would like to view.

Christopher September 19, 2013 Announcements

Software support request are processed Monday through Thursday between the hours 11:00am and 10:00pm and on Friday between the hours of 11:00am and 9:00pm Eastern Time.

Emergency cases will still be addressed over the weekend.