Frequently asked questions
Short answers to the questions that come up most, grouped by topic. Each answer links to the page that covers the subject in full.
Signing up
Signup says the email address is already taken — what now?
The address is already known to the platform, and the exact message says what to do. "A workspace registered with this email address is awaiting platform approval" — that workspace was created for you by a platform administrator and is waiting to be approved; wait for the approval rather than signing up again. A workspace you create yourself never reaches this state: it opens as soon as you confirm your email address. "An account with this email address already exists" — you already have an account, so sign in at your organisation's workspace address instead of signing up. "This email address is already in use by an account on the platform" — the address is held by another account; contact your administrator. See Create your workspace.
Roles and consoles
What is the difference between all the consoles?
One platform, three working surfaces: the management console for organisation admins (workspace-wide configuration and oversight), the location manager console for a single branch — its settings, live overview, and reports, open to the branch's manager and to any organisation admin — and the operator console for serving the queue at a window. Daily operations tours the last two; Configuration covers the first.
Can one person hold several roles?
One account, one sign-in — with one limit: an account holds either the Organisation Admin level or the Location Manager level, never both. Operator is independent and can sit on top of either. Anyone who reaches more than one console moves between them with the Switch console control. Change the roles on the existing account instead of re-inviting the same email address; see Team.
Why is a branch missing from a manager's console?
They are not assigned to it. An organisation admin assigns branches to location managers on the Users page — see Team. This only affects managers: an organisation admin reaches every branch of the workspace.
An invitation expired or never arrived — now what?
Invitations are valid for 7 days; check spam first. While the person still shows as Invited, resend or cancel the invitation from their row — see Invite your team.
Queues and tickets
A client closed the ticket page — is the ticket lost?
No. The ticket link keeps working on any device until the visit ends; reopening it shows the live state. Even without the link, the TV display still shows their code. See The live ticket page.
A client scanned the QR and got "QR code expired"?
They opened a stale code — an old photo or a slow scan. Scanning the current kiosk QR again fixes it. See Join the queue by QR.
The client was called but never came to the window?
The operator can repeat the call, skip the ticket (it returns to the queue), or mark a no-show — and a no-show client rejoins by simply scanning the QR again. See the operator console.
Why can clients join outside working hours?
By design: outside working hours on a normal day, clients can still join — they are just not called until the branch opens. On a holiday or closure date, joining is blocked. See Holidays and closures.
Operators
Why does an operator never get clients?
Their profile is missing a window, language, or service; an absence is active; or they simply have not opened the console, or ended their shift in it. The branch readiness checklist points at profile gaps — see Team.
Why is the Complete button greyed out?
No visit reason is selected yet — every completed visit must carry at least one. See Visit reasons.
Appointments
A day shows no bookable times?
The date is beyond the booking window, the branch is closed, or no assigned operator is scheduled and free then. See Book an appointment.
A client's "I'm here" is not accepted?
They are outside the check-in window: more than 30 minutes early, or past the branch's grace period — at which point the appointment is handled as a no-show. See Manage an appointment and arrive.
Why did no reminder email arrive?
The appointment was booked less than 24 hours ahead, was cancelled before the reminder was due, or the client opted out of emails. See Manage an appointment and arrive.
Displays and kiosks
"Pairing code is invalid or expired"?
Codes are single-use and last 10 minutes. Generate a fresh one and enter it promptly. See Set up displays and kiosks.
The TV display has no sound?
The one-time enable-sound button (the crossed-out speaker at the top of the screen) was never tapped on that TV, audio call-out is switched off for the branch, or the TV's own volume is down. See Announcement and audio call-out.
A language or service is missing on the kiosk?
The language's Tablet kiosk toggle is off in the branch's language settings, or the service is not active at the branch. See Register at the kiosk.
How do I stop clients leaving the kiosk page?
The kiosk is a web page and cannot lock the tablet by itself — the tablet has to, and it can for free: Guided Access on an iPad, and on Android, app pinning together with the free Fully Kiosk Browser app. Keep the screen from sleeping too. An Offline badge on the Tablets page shows a tablet that has left the page. See Lock down the kiosk tablet.
Languages and notifications
Why is the console still in English after adding a language?
The console UI is translated into a fixed set of languages; your workspace catalogue controls client-facing surfaces — tickets, kiosks, displays, emails — not console chrome. See Languages.
Why do some clients receive emails in English?
Their language has neither your own email copy nor a platform default, so the fallback chain ends at English. Write copy for that language in the email templates — see Notifications.
Why did a client get no email at all?
The ticket was anonymous (no email to send to) or the client opted out. The ticket page itself still keeps them informed. See Notifications.
Analytics and SLA
Why do no SLA alerts arrive?
The service has no threshold set — unset means monitoring is off for that service — or the alert went to another manager: only managers assigned to the breached branch are notified. See the manager's day.
Why does Satisfaction show "—"?
No clients rated their visit in the selected range; the rating is optional. See Analytics.
Why do the branch overview numbers look stale?
The location manager overview loads its data when the page opens — refresh the page for a current snapshot. Historical reporting lives in Analytics.
Data privacy
What personal data do clients have to provide?
None, by default. A walk-in client is never asked to sign in or hand over personal data — at most a name or any word at the kiosk, or contact details they choose to give when booking an appointment. The TV display shows ticket codes — and, only where a branch chooses to show client names on the TV, the name in place of the code (operators still see both). See Client experience.
How long is client data kept?
Personal data stays for 90 days after a visit, then the platform automatically removes the identifying details. The anonymised records — counts, timings, ratings — are kept, which is why your Analytics history survives intact.
Can we export a client's personal data (subject access)?
Yes, in workspaces where clients sign in with verified identity: a organisation admin exports everything the platform holds on one client — tickets, appointments, feedback, notes — as a single downloadable file from the management console. Every export is recorded in the audit log.
Can we erase a client's personal data (right to erasure)?
Yes, under the same conditions: an organisation admin erases a client, which immediately and irreversibly removes the identifying details from every record of them — the anonymous records and your statistics remain. Erasure waits until the client has no active ticket or upcoming appointment, and the act itself is recorded in the audit log.