# Choose your operating market
Source: https://help.tapp.shop/en/get-started/choose-operating-market
Select Great Britain or Germany during signup to continue with the right business setup.
Choose the country where your business operates before setting up your first shop. Tapp offers Great Britain and Germany, with different setup requirements for each market.
## Who can do this?
The **Owner** chooses the market during signup. Team members joining an existing shop do not choose a separate operating market for that shop.
## Where to do it
In the web app, complete your email and phone confirmation. The next screen is **Select your market**.
## Choose the market in the web app
1. Open the market selector.
2. Choose **United Kingdom** or **Germany** to match your business location.
3. Check the displayed choice. **United Kingdom** is the default when no earlier choice is available.
4. Select **Continue**.
5. For Germany, complete the platform billing step that opens next. For Great Britain, continue into the app and start your shop setup.
The choice carries into the remaining setup steps. Take a moment to check it before continuing, especially if you changed the language of the signup screen.
## Language and operating market
Your interface language and your business's operating market serve different purposes. Choosing German text does not replace selecting Germany for the business. Likewise, you can use English guidance while setting up a German business.
Check the market again when entering your business details. An existing business's saved market takes priority over this signup choice; selecting a country here does not change an existing business.
## Platform notes
In the mobile app, phone verification leads to **Where will you operate?** Open **Country**, choose **United Kingdom** or **Germany**, then select **Continue**. The app shows your earlier selection if one is saved; otherwise it starts with **United Kingdom**. Check this choice even if you have used the app before.
Germany opens **Activate your subscription**, where you request an email link to complete billing in your browser. Great Britain continues into the app. Selecting a market does not complete your business or shop details. These signup instructions do not describe changing an existing business’s market.
In the later mobile **Tell us about your business** step, enter your legal business name using 2–100 characters and check the country before **Next**. Wait for existing details to load. Although the country selector remains editable, submitting another country does not change an existing business’s saved market and can lead to the wrong next screen. Contact Tapp support if the saved market is wrong. If saving stalls, check whether the business or shop was already created before retrying. A failure may show no message.
## Market notes
Germany includes a platform billing step before you enter the app. Great Britain continues into the app after you select the market. Business verification and the remaining shop setup still need to be completed afterward.
## Troubleshooting
If **Continue** does not move you forward, check your connection and try again. If you chose the wrong market and cannot correct it in the current flow, contact Tapp support before proceeding with the remaining business details.
If you leave the German billing step unfinished, return to it to continue setup. Do not choose a different market simply to avoid that step.
## Related guides
* [Complete German platform billing](/en/get-started/complete-german-platform-billing)
* [Choose VAT for menu items](/en/menu/choose-vat-for-menu-items)
# Complete German platform billing
Source: https://help.tapp.shop/en/get-started/complete-german-platform-billing
Complete the billing step for your German business and continue setting up your shop.
Complete platform billing to continue setting up a German business in Tapp. The signup screen shows the plan and the terms that apply before you continue to payment details.
## Who can do this?
The business **Owner** completes this step. It applies to businesses operating in **Germany**. If you joined an existing German business by invitation, use its existing subscription. Even an invitation with the shop Owner role does not let you start a separate subscription for that business.
## Where to do it
After selecting Germany during signup in the web app, the billing page opens automatically. If you already have a shop and its billing needs attention, Tapp directs the Owner to the billing settings.
## Complete billing in the web app
1. Review the plan, displayed price, included services, trial information and billing terms.
2. Select the button to begin. The signup screen currently labels it **Start 30-day free trial**; check the terms displayed with it before continuing.
3. Complete the requested payment details on Stripe's billing page.
4. Return to Tapp using the link provided after completion.
5. Keep the page open while Tapp confirms the result.
6. Continue into the app once confirmation finishes.
Returning from Stripe is one part of the process. Wait until Tapp has confirmed completion before assuming the billing step is finished. The start button is unavailable while this confirmation is running.
## Platform notes
In the mobile app, selecting Germany opens **Activate your subscription**. Review the displayed plan and terms, then select **Continue**. This sends a billing link to your account email address; it does not open payment inside the app.
On **Check your email**, check the displayed address and open the link from your inbox in a browser. Complete the requested details, then return to the mobile app yourself. Keep the billing screen open while it shows **Waiting for confirmation…** or **Finishing up…**. Tapp continues automatically after confirmation and the app finishes loading.
If the email is missing, check your spam folder and use **Resend email**. If sending fails, the app displays **Could not send the email**; check your connection and try again. If you already completed payment but the screen remains waiting, use **contact support** before requesting another subscription. The browser’s completion message alone does not confirm the app has finished.
Completing platform billing does not finish your shop details, menu or business verification. Continue with those tasks in the setup checklist afterward.
## Germany notes
Use the price and conditions shown during your actual signup. A trial is available only to eligible first-time subscribers; returning after an earlier subscription does not grant another trial. This guide does not set subscription prices or guarantee that a displayed offer applies to every business. Great British businesses do not follow this German billing step.
## Troubleshooting
If you cancel before completing Stripe's page, return to the same billing screen to try again. If you completed it but Tapp shows a confirmation error, contact Tapp support through the help link on the billing page before attempting another subscription.
Do not create another owner account to resolve an incomplete billing step. Keep using the account for the business you are setting up.
## Related guides
* [Set up your business and first shop](/en/get-started/set-up-business-and-first-shop)
* [Manage German platform billing](/en/settings/manage-german-platform-billing)
# Create an owner account
Source: https://help.tapp.shop/en/get-started/create-owner-account
Create your Tapp login and confirm your email address and phone number.
Create an owner account to start setting up your business in Tapp. You will confirm your email address and phone number before choosing your operating market.
## Who can do this?
This signup creates an **Owner** account. If you are joining an existing team, use your invitation instead. You do not need to create another business to work in someone else's shop.
## Where to do it
Open signup in the web app and choose the option for starting your own business. Have access to your email inbox and a phone that can receive text messages.
To switch between English and German, open the **EN** or **DE** language menu at the top right. This changes the signup language, not your operating market.
## Create and verify in the web app
1. Enter your first name, last name, email address and date of birth.
2. Create a password and enter it again to confirm it. Use at least eight characters, including uppercase and lowercase letters, a number and a special character.
3. Read the linked terms and privacy policy and confirm acceptance, then select **Continue**.
4. On **Verify your email**, enter the six-digit code sent to your email address and select **Verify**.
5. Select the correct country code, then enter the rest of your phone number in the adjacent field and continue. Do not repeat the country code in that field.
6. On **Verify your phone**, enter the six-digit text-message code and select **Verify**.
7. Continue to **Select your market** and check the country where your business operates.
Paste the six-digit verification code into a code box. Check the displayed digits, then select **Verify**; pasting does not submit the code.
Wait for each confirmation before moving on. Registering your login does not complete your shop setup or business verification.
## Platform notes
In the mobile app, select **New shop** from signup. Enter your first name, last name, email, password and password confirmation together. This first form does not ask for date of birth. Use the password rules above. Read **Terms of Service** and **Privacy Policy**, select the acceptance checkbox and choose **Continue**. Opening a document does not select the checkbox.
Keep your details unchanged while the app processes the request. After the account is created, enter the emailed six-digit code on **Verify your email** and choose **Verify**. Enter your mobile number with its country code, then **Continue**. On **Verify your phone**, enter the separate text-message code and choose **Verify**. Wait for market selection to open.
In mobile verification, returning to the screen can automatically request a new code and clear the entered digits. Use the newest message, and replace any old digits after resending. The countdown can restart before delivery succeeds; it is not proof that a message arrived. Joining a team uses a separate flow.
## Market notes
Email and phone confirmation apply in both Great Britain and Germany. After market selection, German businesses continue to platform billing. Great British businesses continue into the app.
## Troubleshooting
If your email or phone number is already registered, use your existing account. If a code does not arrive, check the displayed destination and select **Resend code** when the countdown finishes. Use the newest code: requesting another replaces the previous code. In the web app, use **Change number** on phone confirmation to correct a mistake; a new code is sent after saving. The mobile verification form does not show that control. Contact Tapp support if its displayed destination is wrong.
If **Continue** is unavailable, fill all fields, check matching passwords and select the acceptance checkbox. Follow any validation message.
If phone confirmation succeeds but market selection does not open, check your connection and try signing in with the account you just created. Confirmation may already have finished. Contact Tapp support if you remain stuck; avoid creating duplicate accounts. Returning to the signup form is not a reliable way to change an already-created account’s name or password.
## Related guides
* [Sign in or reset your password](/en/get-started/sign-in-and-reset-password)
* [Choose your operating market](/en/get-started/choose-operating-market)
* [Set up your business and first shop](/en/get-started/set-up-business-and-first-shop)
# Get started with Tapp
Source: https://help.tapp.shop/en/get-started/index
Create your account and prepare your business, first shop, menu and team.
Start with an owner account, then work through the setup tasks for your business. Choose the country where you operate and use the checklist to see what remains. If you are joining an existing team, follow your invitation instead of creating another business.
Return to your account or recover access with an email code.
Confirm your email and phone number.
Select Great Britain or Germany.
Review the plan and complete the billing step.
Add your business details and location.
Import a file or add categories and items yourself.
Choose each person’s contact details and role.
Return to the next unfinished task.
Complete the verification steps shown for your business.
# Invite team members during setup
Source: https://help.tapp.shop/en/get-started/invite-team-members-during-setup
Invite your first team by email or phone and check who has joined your shop.
Invite the people who will work in your shop while you finish its setup. You can send invitations by email or phone, or skip this step and invite your team later.
## Who can do this?
The setup checklist is for the **Owner**. Owners and Managers can also manage invitations from **Staff**. This guide describes the Owner's setup flow.
## Where to do it
Open **Set up your shop** in the web app. After entering your shop description, continue to **Invite your team**.
## Send invitations in the web app
1. Choose email or phone for the first person.
2. Enter their email address or phone number. For a phone invitation, check the country code.
3. Select the person's role. Check this carefully: the form initially selects Owner and keeps your chosen role for the next person.
4. Add the person to the invitation list.
5. Repeat for the rest of your team and review each contact and role.
6. Remove any incorrect entry and add the corrected details.
7. Select **Send invites**.
8. After setup, open **Staff** to check the invitations and team members for this shop.
Adding someone to the list does not send the invitation. Use the send button after reviewing the list. A new user follows the invitation to finish signup. If the contact matches an existing account that is not yet in this shop, that account is added directly; do not wait for a new signup invitation.
## Check the result
Some invitations can succeed while others fail. The setup screen may advance when at least one invitation succeeds, so reaching the completion screen does not confirm that everyone was invited. Check the team list and any pending invitations before sending again.
In the web app, if every invitation fails, the form stays open and shows an error. A failed email or text-message delivery can still leave a pending invitation saved. Check **Staff** before retrying, even when every row failed. Sending another invitation to a pending person replaces their code; it does not change their existing role.
## Platform notes
In mobile setup, choose **Email** or **Phone number**, enter the contact and role, then **Add team member**. Review the cards and remove mistakes with their close icon. The role resets to **Owner** after adding each person or switching contact type; check it every time. The phone country code also resets after adding a person.
Select **Send invites** after reviewing everyone. The mobile screen can advance even if every invitation failed individually. Check the team and pending invitations afterward. If sending reports an error, keep the same check-before-retry approach. **Skip** continues without sending the list, but it does not cancel a request already sent.
On **You're all set!**, select **Go to dashboard** and wait to return to the app. This saves setup completion. **Copy shop link** and **View shop page** do not finish that save; check the link opens the intended shop before sharing. If the final button leaves you on the same screen, check your connection and retry, or contact support. A failure may show no message.
Invitations grant access to the selected shop, not every location.
## Market notes
The same setup invitation flow is available for Great Britain and Germany. Choose the role for the person's responsibilities in this shop.
## Troubleshooting
Check contact details and existing invitations if someone cannot find their invitation. Avoid repeatedly inviting a person who is already listed. You can skip this step and finish invitations from **Staff** later. Entries added to the setup list are not sent when you skip.
## Related guides
* [Invite a team member](/en/staff/invite-team-member)
* [Understand roles and permissions](/en/staff/understand-roles-and-permissions)
# Resume the setup checklist
Source: https://help.tapp.shop/en/get-started/resume-setup-checklist
Return to unfinished setup tasks for your shop and see what to do next.
Use the setup checklist to continue preparing your shop without starting again. It shows the next unfinished task and helps you return to shop details, your menu or business verification.
## Who can do this?
The checklist is shown to the **Owner**, including a new owner who has not created a first shop yet. Managers and Staff use the usual app pages for the work their roles allow.
## Where to do it
Sign in to the web app and look for the setup button near the bottom of the page. Its wording changes to match the current task.
## Resume your setup
1. Check that you are working in the intended shop.
2. Open the setup button and review the completed and remaining tasks.
3. Select the main action for the current task.
4. For shop details, continue from the saved step that still applies to this shop.
5. Save your changes and follow the next step shown.
6. Before stopping, save the current form and wait for it to succeed. Then close the panel and return to the setup button later.
Remembering a step does not save every field you typed. Closing the panel can discard unsaved form entries; check the saved details when you reopen it.
The usual order is required billing, shop details, menu, business verification and an onboarding call when one is required. A completed menu task needs at least one category and one item. An empty category alone does not complete it.
## While a menu import is running
You can close the setup panel while Tapp imports a menu. The setup button continues showing the import progress. When processing finishes, Tapp can reopen the result so you can review what was created. Check the menu before adding a duplicate upload.
## Platform notes
The mobile app uses its own prompts. **Finish setting up your store** can return you to a saved setup step. If you are adding a shop after another shop is already configured, it returns to industry selection instead.
An older saved setup can reopen screens asking you to describe the shop’s atmosphere and **What makes you unique?** These are not part of the current direct logo-to-description flow. If they appear, choose one to five truthful options on each screen. Tap a selected option again to remove it, then use **Next** to save and continue.
On the second screen, **Next** also requests a generated description, which can replace your saved wording automatically. Keep a copy of any wording you want to preserve before continuing. Reaching the menu screen does not prove generation succeeded: check the description afterward in **Shop → Shop profile**, correct inaccurate claims and save your preferred wording. If options fail to load or save, check your connection and retry; contact Tapp support if you cannot continue.
## Market notes
Germany includes platform billing and fiscal setup. An onboarding call appears only when required for the business. It is normally required for Great Britain and not for Germany. Follow the actual task shown in your account.
## Troubleshooting
If the setup button is missing, check your role and selected shop. It also disappears when the relevant tasks are complete. A booked call can still leave a reminder to check your inbox while the remaining review is outstanding. The inbox action opens your computer's default email app. If nothing opens, check your email directly; do not book again just because that button did nothing.
If a task appears incomplete, open it and check its result rather than starting another shop. Contact Tapp support if saved information is not reflected in the checklist.
## Related guides
* [Set up your business and first shop](/en/get-started/set-up-business-and-first-shop)
* [Set up your menu](/en/get-started/set-up-menu-during-onboarding)
* [Update shop information](/en/shop-overview/update-shop-information)
* [Book your onboarding call](/en/kyc/complete-due-diligence-call)
# Set up your business and first shop
Source: https://help.tapp.shop/en/get-started/set-up-business-and-first-shop
Add your business details and prepare the first location your team and guests will use.
Set up your business and first shop with the right location details. Follow the steps for your operating market, then complete menu setup and business verification.
## Who can do this?
The **Owner** completes initial shop setup. If you are setting up an additional shop, Tapp can skip business details that have already been completed.
## Where to do it
In the web app, open the setup checklist and choose **Set up your shop**.
## Complete your shop details
1. Enter the legal business name and check the operating market before saving. Once your business exists, this form keeps its market fixed. Complete the additional business fields shown for your market.
2. For Germany, complete **Fiscal registration** when it appears. Enter the requested tax number and, if applicable, your VAT identification number. Tapp can skip this step if it is already complete.
3. Choose the industry that describes your business.
4. Enter the shop address and contact phone number. Check any address filled from a search suggestion. You can also type the address manually if suggestions are missing or incomplete.
5. Enter the shop name you want to use.
6. Upload a logo, or skip this optional step.
7. Add a description of your shop.
8. Invite your team, or skip invitations until later.
9. On the final screen, choose **Go to dashboard** and wait for setup to finish. Closing the panel does not complete this final save.
The shop name may start with your legal business name. Replace it if needed. Check the address country and phone country code.
On the final screen, you can also use **View shop page** to open your guest page in a new tab, or **Copy shop link** to copy its address when available. These actions do not replace **Go to dashboard**.
## Continue later
Reopen the checklist to resume shop setup. Complete each save before leaving; unsaved text does not complete a step.
## Platform notes
The steps above follow the web app. In mobile setup, use **Search industries** on **Choose your industry** to find and select one result, then **Next**. The list stays empty until you search. Changing the search does not replace your selection until you choose another result. If nothing matches, try a shorter search without extra spaces.
In the address step, check country, address, city, postal code and phone country code. A second address line is optional. Germany requires **Bundesland** and a five-digit **PLZ**. Type at least three characters in **Address** for suggestions, or enter details manually. Check all filled fields; changing country does not clear earlier details. Wait for existing details to load, recheck the country, then select **Next**. Correct highlighted errors even if the button was enabled.
On **What's your shop name?**, check or replace the suggested name and select **Looks good!** Use 2–100 characters: letters, numbers, spaces, apostrophes or hyphens, without leading or trailing spaces. Tapp may return to missing industry or address details before the logo step. Wait for each save. If industry saving stays on the same screen without an error, check your connection and reopen setup before retrying; contact support if it persists.
## Market notes
Germany has additional billing and fiscal setup steps. Enter the tax details requested by the form using your business records. If the fiscal step asks you to complete platform billing, [complete billing](/en/get-started/complete-german-platform-billing), then return to continue fiscal setup.
## Troubleshooting
For a field error, correct the highlighted information and submit the current step again. If creating the shop reports an error, refresh the web app and check whether the shop already appears before trying to create it again. Some details may already have been saved. If a completed step reappears, reopen it after the shop details have loaded. If the final save fails, stay on the final screen and try **Go to dashboard** again. Contact Tapp support if setup remains stuck or your saved operating market is wrong.
## Related guides
* [Invite team members during setup](/en/get-started/invite-team-members-during-setup)
* [Resume the setup checklist](/en/get-started/resume-setup-checklist)
# Set up your first menu
Source: https://help.tapp.shop/en/get-started/set-up-menu-during-onboarding
Import a menu or create your first category and item from the setup checklist.
Prepare your first menu by importing a file or adding items yourself. The setup task is complete when your shop has at least one category and one menu item.
## Who can do this?
The **Owner** opens menu setup from the checklist. Owners and Managers can continue editing the menu from the regular **Menu** page afterward.
## Where to do it
Open the setup checklist in the web app and choose the menu task after completing your shop details.
## Import a menu
1. Choose a supported menu file on the upload screen.
2. Start the import and wait while Tapp processes it.
3. Review the resulting categories and items, including their names, prices and VAT choices.
4. Correct anything that needs changing from **Menu**.
You can close the setup panel during processing. The setup button continues showing import progress and can reopen the result when it is ready. Avoid uploading the same menu again while it is still processing.
## Add the menu yourself
1. Select **Skip, I'll add manually**.
2. Enter a unique category name of up to 50 characters and add it with the plus button or Enter. Create at least one category, then continue.
3. Select a category for the first item.
4. Enter its name, price and VAT choice. Add a photo, cost, duration, tags, variations or description if needed.
5. Save the item. Check that it appears in the list of added items.
6. Add more items or finish the menu setup.
The optional item cost helps with margin reporting. Leave it blank if you have not recorded that cost; do not enter zero just to fill the field.
Enter amounts without a currency symbol or thousands separators. Item price and cost accept a decimal point or comma with up to two decimal places. Use a decimal point for variation amounts, then add the variation to the item before saving. A variation left in its entry fields is not yet part of the item.
For an item photo, use JPG, JPEG or PNG up to 5 MB. After each save, check the category, VAT and duration before adding the next item: these values stay selected. New items start as available and visible to guests; review them promptly on Menu.
The X beside a category in setup deletes that category and its items immediately, without a confirmation. Inspect existing items on Menu before removing a category, especially when returning after an import.
If you reopen the item step, its added-item counter starts again. Check Menu for previously saved items instead of adding duplicates just to enable the finish button.
## Platform notes
These steps describe the web app. Saved items become part of this shop's menu. Review their guest visibility on the Menu page before relying on how the menu appears to guests.
## Market notes
Choose VAT from the options shown for your shop's market. Review imported VAT values as well as manually entered ones.
## Troubleshooting
If an import fails, review its error or use the manual flow. If setup remains incomplete, check that both a category and an item exist. If a photo fails after saving an item, the item can still be saved successfully; add its photo from **Menu** instead of creating it again.
## Related guides
* [Import a menu with AI](/en/menu/import-menu-with-ai)
* [Manage categories](/en/menu/manage-categories)
* [Add and edit a menu item](/en/menu/add-and-edit-menu-item)
# Sign in or reset your password
Source: https://help.tapp.shop/en/get-started/sign-in-and-reset-password
Access your existing Tapp account or use an email code to set a new password.
Use your existing account. If you forgot your password, request an email code to reset it; do not create another account.
## Who can do this?
Owners, Managers and Staff can recover their own account using its email inbox. Staff should use the mobile app for their work. The web app can refuse access when your completed account has shops but only Staff roles; resetting a password does not change your shop access or role.
## Where to do it
Open sign-in in the web or mobile app. You need access to your account’s email inbox. For team invitations, use the joining guide below.
## Sign in
When reopening the mobile app, you may see the Tapp logo while it restores your saved sign-in. Wait for the next screen. If the welcome screen appears, choose login and use your existing account.
1. Enter your account’s email address and password.
2. In the web app, review **Keep me signed in**, then choose **Sign in**. In the mobile app, choose **Login**.
3. Wait for the app to open. If setup is unfinished, complete the steps shown. If your expected shop is missing, check your account and contact the person who manages your team’s access. The mobile home screen can appear before shop setup is complete.
## Reset in the web app
1. Choose **Forgot password?** on the sign-in screen.
2. Enter your account email and select **Continue**.
3. On the next screen, check the displayed email address and enter the six-digit **Recovery code** from your email.
4. Enter **New password** and repeat it under **Confirm password**. Use at least eight characters, with uppercase and lowercase letters, a number and a special character such as **!**.
5. Choose **Reset password** and wait for confirmation.
6. Use **Back to login**, or wait for the automatic return, then sign in with your new password.
## Platform notes
In the mobile app, choose **Forgot your password?**, enter your email and select **Request password reset**. Wait for confirmation before changing the email address. When the sent-email message appears, choose **Understood** to open **Update password**. Enter the six-digit email code, your new password and its confirmation, then select **Update password**. The password rules are the same as above. Success returns you to **Login**; sign in again.
Despite wording about a link on the mobile request screen, this flow uses an email code. The code is valid for 15 minutes. Requesting another code replaces the previous one, so use the newest email. A successfully used code cannot be reused.
In the mobile app, a temporary connection problem while renewing your sign-in does not itself sign you out. Check your connection and try again. If the login screen appears, sign in with your existing account.
## Market notes
The same account recovery steps apply in Great Britain and Germany. Resetting your password does not create a shop or complete business setup.
## Troubleshooting
* If no email arrives, check your inbox and spam folder, then verify that you entered the address used for your account. The sent-email confirmation alone does not establish that the address has an account.
* To request a fresh code, return to the password-request screen and submit your email again. In the mobile app, wait for the displayed countdown before resending; it can run even after a failed request.
* If the code fails, check all six digits and whether you requested a newer code or waited more than 15 minutes. A generic reset error may not explain which of these happened.
* If the update button is unavailable, fill both password fields and all six code digits. Check that the passwords match and meet the displayed rules.
* If requesting a reset leaves you on the same web screen, check your connection and try again; a request failure may not display a message. A mobile sign-in error can also reflect a connection problem, rather than incorrect credentials.
* If access remains unavailable, contact Tapp support. Never send your password or recovery code to another person.
## Related guides
* [Create an owner account](/en/get-started/create-owner-account)
* [Join your team from an invitation](/en/staff/join-team-from-invitation)
* [Switch shops](/en/shop-overview/switch-shops)
# Find and filter guests
Source: https://help.tapp.shop/en/guests/find-and-filter-guests
Find a guest in the selected shop by name or guest number.
Use the guest list to find someone before opening their history or attaching them to an order. Each shop has its own guest list. The same person may have a separate profile at another location.
## Who can do this?
Owners, Managers, and Staff can search and view guests for their shop. Editing an existing profile or deleting it requires an Owner or Manager. Seeing a profile does not give Staff permission to make those changes.
## Where
Select the shop in the web app and open **Guests**. Each row shows a name, email, phone, and review information where available. Select a row to open the guest’s details.
## Find a guest
1. Check the selected shop before searching.
2. Enter part of the guest’s name or the beginning of their guest number in the search field.
3. Wait for the results to update.
4. Compare the contact details in the matching rows to identify the correct person.
5. Use the page controls below the list to see more results. The list shows up to twenty guests per page.
6. Select the correct row to review the profile.
Searching changes the results across the shop’s list, not just the current page. A new search returns you to the first page. Contact details help distinguish similar names, but email and phone are not currently supported search terms in this list.
## Sort the results
Select **Name** or **Review** to sort by that column. Select it again to reverse the direction. Sorting returns to the first page. Use these supported choices if you need a predictable order; sorting by email or phone is not currently supported, even though those column controls are visible. If you selected either one, choose **Name** or **Review** to load a supported result order.
## Platform and market notes
These steps describe the web app in both supported markets. Guest selectors during ordering and bookings use the selected shop’s guests too. A guest from another shop will not automatically appear as the same profile here.
In the mobile app’s **Guests** list, **Known guests** is selected initially. This hides entries created for unidentified walk-in guests. Choose **All** to include them. The web list includes those entries by default, so the two lists can differ even in the same shop. Scroll down in the mobile list to load more guests, or pull down to refresh. Changing the search or the guest filter restarts the list.
## Troubleshooting
If nothing appears, clear the search, confirm the shop, and try a shorter part of the name. A deleted guest is no longer in the active list. An unsuccessful load can look like an empty list or leave earlier results on screen. Reload after checking your connection and shop membership. In the mobile app, also check whether **Known guests** is hiding the entry. Contact Tapp support if the correct shop and account still cannot load guests.
## Related articles
* [View a guest profile and history](/en/guests/view-guest-profile-and-history)
* [Create or attach a guest at POS](/en/guests/create-or-attach-guest-at-pos)
# Guests and online ordering
Source: https://help.tapp.shop/en/guests/index
Manage guest profiles as a team member, or find help with ordering, payment, receipts and bookings as a guest.
Manage guest profiles as a team member, or find help with ordering, payment, receipts and bookings as a guest. Owners and Managers can also correct guest profiles or remove them from active use.
Find a guest in the selected shop by name or guest number.
Review contact details, orders, bookings, and spending for a guest in your shop.
Choose the correct guest for an order or add their details during checkout.
Correct a guest’s name, email, or phone in the selected shop.
Remove a guest from active lists while keeping existing order and booking history.
Choose an available digital tip and check its payment result.
Check the same order after a payment interruption.
Choose your visit and check whether it is confirmed.
Request or download a copy of your order receipt.
Review quantities and options before checkout.
Open the location in maps or share the shop page.
# View a guest profile and history
Source: https://help.tapp.shop/en/guests/view-guest-profile-and-history
Review contact details, orders, bookings, and spending for a guest in your shop.
Open a guest profile to review the person’s contact details and activity at your shop. Check their name and contact information before using the history, particularly when several guests have similar names.
## Who can do this?
Owners, Managers, and Staff can view guest profiles and linked activity for their shop. Editing or deleting the profile requires an Owner or Manager. A profile in another shop is separate, even if it represents the same person.
## Where
In the web app, select the shop, open **Guests**, and choose a row. The guest details open in a panel beside the list.
## Review the profile
1. Check the **About** information, including name, guest number, email, and phone where available.
2. Use the phone or email control only if you want to open the corresponding contact app.
3. Review the order count and **Total spent**. Spend is shown separately for each currency and includes paid or completed orders.
4. Choose the last 30, 90, or 365 days to change the order list and order totals. The panel initially uses 365 days.
5. Select an order to open its details in **History**.
6. Review the booking dates, times, party sizes, and statuses. Select a booking to open it in **Bookings**.
The order period does not filter the booking list in this panel. Each list shows at most 50 entries. Use **History** or **Bookings** to look for older or missing activity rather than treating the panel as a complete record.
## Understand the figures
The order count includes more than paid orders, so it need not match the number contributing to spending. The rating is based on order feedback. If the chosen period has no rating, the panel can show the guest’s broader shop rating or zero; that display does not prove a zero-rated review was received.
The order period uses the date the order was created. Paying or completing an older order does not move it into a newer creation period. The order count and spending totals cover all matching orders in the selected period, including those beyond the 50 entries loaded in the panel.
## Platform and market notes
These steps describe the web app in both supported markets. Check the currency beside each amount. A guest association helps find activity; opening the profile does not change an order or booking.
## Troubleshooting
If an item is missing, check the shop, order period, and list limits. Find the item directly in **History** or **Bookings** and check its guest. Contact Tapp support if an expected association remains missing.
An empty activity list or a dash in the totals can also appear while information is loading or when loading fails. Check the connection, reload the page and reopen the guest before concluding that there is no activity.
## Related articles
* [Find and filter guests](/en/guests/find-and-filter-guests)
* [Edit guest information](/en/guests/edit-guest-information)
# Cancel an unpaid online order
Source: https://help.tapp.shop/en/history/cancel-an-unpaid-online-order
Cancel an eligible guest order from History and check that the cancellation succeeded.
Use this action when a guest order should no longer be fulfilled and payment has not started. Check with your team before cancelling, especially if someone else is serving the guest or taking payment.
## Who can do this?
**Owners, Managers and Staff** can cancel eligible orders for their shop. You must be signed in to that shop and able to find the order in History.
## Where to do it
In the web app, open **History** and choose **Online orders**. This list shows orders placed through the guest ordering page. Search by order number and adjust the dates if needed.
The list offers **Cancel** for submitted unpaid orders and orders marked **Pay later**. It does not offer this action once payment has started, for paid orders or for orders already cancelled.
## Confirm the cancellation
1. Check the selected shop, order number and current payment status.
2. Select **Cancel** beside the order.
3. Read **Cancel guest order?** and check the order number again.
4. Choose **Keep order** to leave it unchanged, or **Cancel** to submit the cancellation.
5. Wait for the result, then check the order in History. Confirm that its status is **Cancelled** before treating the request as finished.
An open confirmation has not cancelled anything. While cancellation is being processed, wait for the response instead of repeatedly selecting the action.
## Troubleshooting
If an error appears, refresh the same order and check its current status. A Pay later order can change back to an unpaid submitted order even if the final cancellation fails. Do not assume that an error left everything unchanged.
If the guest reports a charge or another team member has started payment, check the payment result first. Cancellation is not a refund. For a paid order, follow [Refund an order](/en/history/refund-an-order).
Contact Tapp support with the order number and displayed message if the result remains unclear. Avoid creating a replacement order until you understand what happened to the original.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. They cover the cancellation action in Online orders; other payment screens have different controls. Use a working internet connection and check the saved result after any interruption.
## Related guides
* [Search and filter order history](/en/history/search-and-filter-order-history)
* [Understand order details and statuses](/en/history/understand-order-details-and-statuses)
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)
# Complete an offline order's sale details
Source: https://help.tapp.shop/en/history/complete-offline-order-details
Review a terminal payment and record what was sold without charging the customer again.
Use **Offline orders** to complete missing sale details for payments started on a payment terminal. Saving records the goods or services already sold. It does not collect another card payment or retry a declined one.
## Who can do this?
Owners and Managers can review and complete offline orders for their shop. Staff cannot use this management page.
## Where to do it
In the web app, choose **Offline orders** from the side menu. Select the correct shop. These steps concern the offline-order list, not a new terminal activation or a new checkout.
## Review the payment
1. Leave **Needs attention** selected to focus on records that need work. Clear it when looking for an already completed record.
2. Select the terminal sale. Check its amount, currency, terminal and payment references against the sale you are reviewing.
3. Read the payment status and any explanation. Pending, declined or conflicting payments cannot be marked paid through this form.
4. Use **Refresh payment evidence** when details are missing or may have changed.
5. Continue only when **Complete sale details** is available.
A record can return to Needs attention after it was completed if later payment information requires review. An empty filtered list is not proof that no terminal sales exist. Use the page controls to check other results when needed.
## Record what was sold
1. Enter a clear **Description** for the goods or services on each line.
2. Enter the **Amount including VAT** and select the applicable **VAT** choice for each line. Use your shop's agreed tax treatment; do not guess a rate to make the form save.
3. Use **Add another line** when the payment covers more than one group of goods or services. Remove unnecessary lines.
4. Enter positive amounts with a decimal point and at most two decimal places. This form does not accept a decimal comma or a currency symbol.
5. Check **Sale total** and **Remaining to allocate**. The line amounts must match the payment exactly, with nothing remaining.
6. Review all lines, then choose **Reconcile order**. This saves the details directly without another confirmation dialog.
7. Wait for **Reconciled**, then use **View in order history** to check the resulting order.
The recorded order is completed using the existing payment. Do not create another order or take payment again just because it was previously missing from ordinary History.
## Changed information and errors
If payment information changes while the form is open, saving can be refused. Before refreshing, note any unsaved descriptions, amounts and VAT choices: updated payment information can reset the form. Review the latest result and re-enter the lines if needed before trying again. Do not reuse an old amount after a refund, adjustment or conflicting payment notice.
If saving fails or the connection drops, check whether the sale already appears as Reconciled or in History. A completed record cannot be rewritten through this form. Contact Tapp support if its details are wrong or the payment needs review.
## Platform notes
These steps describe the web app. The name Offline orders does not turn on offline payment acceptance on a device. This page receives terminal payment information and fills in missing sale details.
## Market notes
The workflow supports shops in Great Britain and Germany. Currency and available tax choices follow the shop and payment. A mismatch needs investigation rather than a manually changed total.
## Troubleshooting
If the page cannot load, refresh with a working connection. For pending, declined or conflicting outcomes, check the payment with your shop's payment administrator or Tapp support. Provide the displayed payment reference and explain whether goods were already supplied.
## Related articles
* [Understand order details and statuses](/en/history/understand-order-details-and-statuses)
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
# Complete a Pay later order
Source: https://help.tapp.shop/en/history/complete-pay-later-order
Return to an unpaid order, review any changes, collect payment and mark it complete.
A **Pay later** order remains unpaid until payment is collected and recorded. Reopen the existing order to keep its items and payment under the same number.
## Who can do this?
**Owners, Managers and Staff** can edit unpaid orders and take payment for their shop in Great Britain and Germany.
## Where to do it
In the web app:
1. Open **History** and select the order. Check its shop, number, guest, items and total.
2. Select **Take pay later payment**, choose a method and follow the instructions.
3. Confirm cash only after receiving it. For a QR code, link or another device, wait for successful payment.
4. When paid and service is finished, select **Mark complete**. Send or print a receipt if needed.
Choosing Pay later again leaves the bill unpaid. Sending a payment link does not confirm payment.
## Change items in the web app
Select **Edit** to open the order in Point of sale. This replaces the displayed basket, so finish any separate basket you want to keep first.
Opening the editor refreshes menu prices and removes unavailable items. Each item keeps its original price list if active; archived lists fall back to standard prices. Check options, quantities and totals, correct missing lines, then continue to payment using the same order number.
You cannot remove the final item with the minus button. To abandon unsaved changes, navigate to another web-app section before continuing to payment. The app attempts to restore Pay later and clears the basket. Failure leaves you in the editor with an error. This does not undo prices refreshed on opening.
On the success screen, **Mark order complete** completes the order. **Skip, next order** closes without completing; finish it later in History. The large amount excludes a separate tip. Check the receipt’s tip and total-paid breakdown.
## Platform and market notes
In the mobile app, open the unpaid order from the order list. On **Your order**, select **Choose payment** to open the payment choices, or **Modify order** to change its items. These controls appear when the order has items. If a guest name appears, tap it to open the linked profile.
Item changes are saved as you make them. Before selecting a payment method, use the editor’s Back button to discard them. Wait for the app to restore the earlier items and unpaid status; on failure, check the order before retrying. Prices are recalculated during restoration, so check the total again. Returning from payment does not undo edits already kept when choosing the method.
After an interrupted edit or app restart, reopen the same order and verify items, options, notes, prices and status. Automatic recovery is not guaranteed. Contact Tapp support if anything is wrong before collecting payment.
## Troubleshooting
In the web app, send payment only to a registered shop device. The sent message can appear despite delivery failure; check that device and History before retrying.
Reopen the order after choosing Pay later: the web confirmation can appear even if saving failed. Closing the payment-method picker leaves an existing link active; choosing another method does not prove the old attempt was cancelled. Resolve uncertainty with Tapp support before collecting again.
If another order is already being paid in Point of sale, resolve that payment first.
If continuing to payment fails after web editing, check History before retrying. Saving replaces items in separate steps, so only part of the basket may be saved. Leaving does not restore those changed items. Another person may also have changed the status. Keep the order number and contact support if items or totals are wrong.
Retry a failed payment from the existing order. If the customer reports a charge but payment remains unclear, contact Tapp support before charging again.
## Related guides
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
# Order history
Source: https://help.tapp.shop/en/history/index
Find orders, check payments, finish unpaid orders, arrange refunds and send receipts.
Use **History** in the web app to find a shop’s orders and check what needs attention. Open an order to review its items and payment before taking the next step.
Narrow the list to the order you need.
Read payment, completion, cancellation, and refund information.
Review the refund amount, including any refundable tip, and follow its progress.
Print or send a receipt using an available delivery method.
Use the existing payment or choose another payment method.
Edit the items if needed, review the total and collect payment.
Use the mobile app to return an eligible tip and check its refund result.
Record goods and services against an existing terminal payment.
Review the guest order and confirm cancellation before payment starts.
Check the latest order status before collecting or returning money. If the outcome of a payment or refund is unclear, refresh the order and contact Tapp support before trying again.
# Print, email or text a receipt
Source: https://help.tapp.shop/en/history/print-email-or-text-receipt
Send a receipt by email or SMS, or print it using your shop's receipt printer.
Check the order number and recipient before sending or printing, including any prefilled contact details.
## Who can do this?
**Owners, Managers and Staff** can send and print receipts for orders in their shop. Printing needs a working receipt printer and print station configured for that shop.
## Where to do it
In the web app, open **History** and select the order. **Send receipt** appears once the order is completed.
**Print receipt** works for submitted, paid, completed and refunded orders, and while a refund is processing or has failed. It also appears on cancelled orders, but printing those orders from History currently fails. Contact Tapp support if you need that copy. The button does not prove that an unpaid order has been paid.
## Send by email or SMS
1. Select **Send receipt**.
2. Choose **Email** or **SMS**. The form starts with email if the guest has an address, otherwise SMS. Switching restores saved contact details and discards your typing: recheck the recipient.
3. Check the recipient or enter a new address or number. For SMS, use the complete international number beginning with **+** and the country code. Do not rely on a local number being interpreted for the correct country.
4. Send the receipt and wait for the confirmation. If the app reports an error, check the details before trying again.
Entering a different recipient here does not update the guest’s saved contact details.
Email includes a PDF receipt. SMS contains a link to download the receipt. The send confirmation means the send request succeeded; it does not confirm that the customer has opened the message.
## Print a copy
Select **Print receipt** and wait for the result. History uses the shop’s configured printer without asking you to choose one. If the preferred printer is no longer active, another active shop printer may be used. Check which printer produced the copy before handing it to the customer.
If printing fails, check the printer's connection, paper and the shop's print station. Keep the print station running. A timeout does not prove that nothing printed, so check the printer before requesting another copy.
Email and SMS do not need a receipt printer. They can be useful when the printer is unavailable and the order offers Send receipt.
## Read tips and refunds on a receipt
A receipt can show the order total, a collected **Tip** and **Total paid** separately. Do not add the tip to Total paid again. A selected but uncollected tip is not proof of payment. A tip added later can be labelled **Tip (added after payment)**.
After refunds, check the confirmed money breakdown when shown: **Originally collected**, **Tip returned**, **Total returned** and **Remaining paid**. Other refund receipts can show **Tip refunded** or **Tip (not refunded)**. These labels distinguish returning the tip from keeping it after an order refund.
**Amount unknown** or **Tip refund status unknown** means the refund amount or tip result is not confirmed. Do not replace that uncertainty with a calculation from the original total. Refresh the order and contact Tapp support if needed. Printing again does not complete a pending refund.
## Platform and market notes
These steps cover web History in Great Britain and Germany. Changing app language does not change recorded amounts or prove receipt language changed.
In the mobile app, choose **Send receipt** where offered. For SMS, select the country code and enter the remaining number; check the code especially after cash payment. Sending clears the typed recipient, so re-enter it after failure. The cash receipt form closes immediately, which does not confirm sending. The payment-result screen shows success or error. If uncertain, check with the customer before resending.
## Troubleshooting
If Send receipt is missing, check whether the order is completed. Do not collect payment again merely to obtain a receipt.
For a missing email, ask the customer to check spam and confirm the address. For SMS, verify the international number. If the download link no longer opens, send the receipt again from the same order. Contact Tapp support if sending continues to fail.
## Related guides
* [Configure receipt printing](/en/settings/configure-receipt-printing)
* [Complete a Pay later order](/en/history/complete-pay-later-order)
* [Refund an order](/en/history/refund-an-order)
# Refund only the tip
Source: https://help.tapp.shop/en/history/refund-a-tip-only
Return an eligible collected tip in the mobile app while keeping the order payment in place.
Use **Refund tip only** when the guest should receive their tip back while the payment for the order remains in place. This returns the eligible tip amount shown by the app; it does not offer a custom partial amount.
## Who can do this?
Owners and Managers can use this action for their shop. Staff cannot issue a tip-only refund, even if they can refund a full order.
## Where to do it
In the mobile app, open **History**, select the paid or completed order and choose **Refund tip only**. The action opens a check of the tip and payment. A visible button does not guarantee that this particular tip is refundable.
## Review and confirm
1. Check the selected shop and order number.
2. Wait for the refund details to load. Review the amount and currency displayed.
3. Read any message explaining why the refund is unavailable. Do not estimate the amount or use another refund action to bypass a restriction.
4. For cash, return the displayed tip amount to the guest first. Then select **I have already handed this tip amount back in cash.** Only confirm this after the actual handover.
5. Choose **Confirm tip refund** once.
6. Use **Refresh refund status** to check the result. Wait for **Tip refund confirmed** before treating it as complete in Tapp.
If refreshed details clear the cash-return switch, check the displayed amount against the cash already handed back before confirming again. A cleared switch is not a request to return more cash.
For card payments, submitting the request does not confirm that the refund has reached the guest's account. A cash confirmation records the handover; it does not transfer money.
## Understand unavailable refunds
The app can block the action when there is no eligible collected tip, another refund is pending, the amount cannot be confirmed, or the payment details have changed. A reserved card amount alone is not enough: this action requires a confirmed collection and cannot cancel a card reservation.
Tips with shares already marked as paid out cannot be returned through this action. Other records may also require review. Refresh when the app asks you to review updated details, and contact Tapp support if the restriction remains.
## Handle an uncertain result
When you reopen this screen, wait for its checks of earlier attempts. A previously saved result does not replace a fresh status check.
If the result is unconfirmed, keep checking the same order. Automatic checks stop after five minutes or a loading error; use **Refresh refund status** to check again. Closing the screen, losing the connection or seeing an unchanged order status does not prove failure.
A tip-only refund leaves the order paid or completed. Check the tip refund result and money breakdown rather than waiting for the whole order to become Refunded. **Tip returned**, **Total returned** and **Remaining paid** help distinguish returned money from the remaining order payment when confirmed amounts are available.
If the app says the refund needs review, do not issue another refund. If it confirms failure, refresh the current details before making another deliberate attempt. For cash, check the earlier handover before giving any money back again.
## Platform notes
These steps describe the mobile app. The web app's full-order refund is a different action. Changing a pending checkout tip is also different from returning a tip already collected.
## Market notes
The action is available subject to the payment and record checks for shops in Great Britain and Germany. Some fiscal records do not support a tip-only refund; follow the message and ask Tapp support for help. Check the currency shown for this order.
## Troubleshooting
If details cannot load, choose **Refresh refund status** and check your connection. When contacting Tapp support, provide the order number and the message shown. Do not promise a bank arrival time from the app's status alone.
## Related articles
* [Refund an order](/en/history/refund-an-order)
* [Review tip shares](/en/overview/review-your-tip-shares)
* [Collect a tip at checkout](/en/point-of-sale/collect-a-tip-at-checkout)
# Refund an order
Source: https://help.tapp.shop/en/history/refund-an-order
Review a full refund, confirm the amount including any refundable tip, and follow its progress in History.
In the web app, use **History** to refund a paid order, including any refundable tip. This dialog does not let you enter a partial amount or keep the tip.
## Who can do this?
**Owners, Managers and Staff** can refund orders for their shop. Follow your shop's approval process before refunding.
## Where to do it
In the web app, open **History** and select the order. A new refund is available for paid or completed orders and for confirmed failed refunds. An order with a refund already in progress must be checked for its result first.
## Review and confirm
1. Confirm the shop, order number and items.
2. Select **Refund** and wait for the refund amount to load.
3. Review the amount and currency. If a tip is included, the dialog says so. Use this displayed amount rather than adding a tip to the order total yourself.
4. Select **Confirm Refund** when ready.
5. Follow the refund status in History until its result is confirmed.
If another person changes the payment or tip while this dialog is open, close it, refresh the order and review the amount again. The refund is recalculated when confirmed, so an older preview may no longer match. Check the resulting refund amount in History.
A cash refund records the return in Tapp; it does not transfer money to the customer. Arrange the actual cash return as part of your shop's refund process. For other payments, submitting the request starts processing and does not mean the money is already back in the customer's account.
If the card payment is still only reserved, a full refund cancels that reservation. The customer may see the pending payment disappear rather than a separate credit. Check the confirmed result in Tapp; the app does not promise when the bank will update the account.
## Understand the result
**Refund initiated** means the request is still awaiting confirmation. You can close the dialog and check the order again later. Closing it does not cancel the refund.
**Refunded** confirms that the refund has completed in Tapp. **Refund failed** means the attempt failed. Refresh the order before using an offered retry, especially if another team member has also been checking it.
This screen stops automatic checks after five minutes; refund confirmation can still arrive later. If the result is unconfirmed, choose **Refresh refund status**. A connection error or an unchanged screen does not prove that the refund failed. Do not start another refund while the outcome is unclear.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. Refunds need an internet connection. Check the selected order's currency and shop before confirming.
## Mobile tip choice
In mobile full-order refunds, **Also refund the tip** starts on. Switch it off only if the app permits keeping the tip, then review the total. A locked switch means the tip must be returned; changed payment details can impose this requirement after opening.
Mobile refund checks stop after five minutes or a loading error. Use **Refresh refund details** to check again; a stopped check does not prove failure. Refund alerts are hidden in terminal mode; check History for the result.
To return only the tip and keep the order payment, use the separate [Refund tip only](/en/history/refund-a-tip-only) action. That action requires an Owner or Manager.
## Troubleshooting
If the amount cannot be loaded, refresh the refund status before proceeding. Do not estimate an amount from memory.
If the app says the request was not authorized, check that you are signed in to the correct shop and ask its Owner to check your access. Refresh after access is restored.
If the refund remains unconfirmed, contact Tapp support with the order number and message. If a later alert says the refund needs review, contact support even if History still shows Refunded. Do not issue another refund to resolve conflicting results. The status does not promise a bank arrival time.
## Related guides
* [Understand order details and statuses](/en/history/understand-order-details-and-statuses)
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
* [Refund only the tip](/en/history/refund-a-tip-only)
# Resume a payment or unfinished order
Source: https://help.tapp.shop/en/history/resume-payment-or-unfinished-order
Find an unpaid order in History, continue its payment or choose another payment method.
Reopen the existing order when a customer still needs to pay. Check its number, items and total, especially after another person or device handled payment.
## Who can do this?
**Owners, Managers and Staff** can take payments for orders in their shop.
## Where to do it
In the web app, open **History** and select the order. Actions depend on payment status. Paid, completed, cancelled or refunding orders do not offer another payment here.
## Continue the payment
1. Check that you have selected the correct shop and order.
2. If payment has not started, select **Take payment**. For an order left unpaid for later, select **Take pay later payment**. After a failed attempt, select **Retry payment**.
3. Choose QR code, payment link, SMS, cash or a registered device. **Pay later** leaves the order unpaid.
4. For cash, confirm only after receiving the money. For other methods, wait for the order to show that payment succeeded.
5. Once service is finished, mark the paid order complete.
A failed attempt may reopen its previous payment screen. Check the message there before retrying or changing the method.
## When a payment is already active
History shows the existing QR code or payment link when it is available. The customer can continue with that payment. Copying an existing link does not create another order.
Select **Change payment method** to choose another method. Before creating an SMS payment link, the app finds and expires any active link. Give the customer the latest message. After a sending error, check the order: the old link may already be disabled or the message delivered.
If the link will not load, refresh the order and check for payment elsewhere. A missing link or expired-or-cancelled message can reflect a loading error. If still unpaid, select **Create a new QR code** or **Create a new payment link**, as offered. SMS orders request the recipient’s number instead. These actions request a new link.
On the success screen, **Mark order complete** completes the order. **Skip, next order** closes without completing it; finish later in History. The large amount excludes a separate tip. Check the receipt’s tip and total-paid breakdown.
## Platform and market notes
The web steps apply in Great Britain and Germany. Device delivery can show confirmation despite failure; check the device and History before retrying. For SMS, select the country code separately and enter the national number without repeating it. Pasting a full international number can duplicate the code.
These phone-entry instructions also apply to the mobile app. Check the recipient before every send: the mobile form keeps it afterward. A sent confirmation does not prove delivery or payment. After an error, check the same order before resending.
## Resume in the mobile app
Open the existing order from the order list. An active QR payment opens its QR screen; a link or SMS payment opens the payment-link screen. Use the displayed link or QR code when available.
Back from a payment opened through the order list returns without cancelling it. **Done** returns to the register without recording payment or completing the order. From checkout, Back may instead ask you to confirm cancellation; read the prompt before confirming.
Select **Change payment method** for another method. Closing the choices does not itself cancel payment. Switching can continue even if cancelling the previous link fails, so the new screen does not prove the old payment stopped. Recheck the same order and contact Tapp support if the result is unclear before charging again.
## Troubleshooting
In the web app, reopen the order after Pay later: confirmation can appear despite a saving error. Closing the method picker leaves an existing link active. Choosing another method does not prove cancellation. Contact Tapp support if uncertain before collecting again.
Resolve any other order already being paid in Point of sale before reopening this one.
If the customer reports a charge but the order still appears unpaid, contact Tapp support with the order number before asking them to pay again.
## Related guides
* [Complete a Pay later order](/en/history/complete-pay-later-order)
* [Take payment in Point of sale](/en/point-of-sale/take-payment)
* [Understand order details and statuses](/en/history/understand-order-details-and-statuses)
# Search and filter order history
Source: https://help.tapp.shop/en/history/search-and-filter-order-history
Find an order by number, date range, and ordering channel.
History shows submitted orders for the selected shop across payment states. Drafts not yet submitted and terminal payments awaiting order reconciliation are excluded. Open an order for its current details.
## Who can do this?
Owners, Managers, and Staff can view order history for shops they belong to. Staff see orders they completed and orders linked to a guest; other team members’ orders without a guest may be absent. Ask an Owner or Manager to find an order outside your list. Payment, refund and reporting actions have separate access rules.
## Where
Open **History** in the web app and confirm the selected shop. Use its search field, date selector, and online-orders control to narrow the results.
## Find an order
1. Enter the order number or its first digits. For example, entering 123 finds order numbers beginning with 123. Use digits without a leading number sign; names, email addresses, and item descriptions are not supported by this search.
2. Pause briefly for the results to update. Changing the search returns you to the first page.
3. Open **All dates** and choose the date or range you need. Clear the selection to restore the default range, which runs from the start of 2020 through today.
4. Select **Online orders** for orders placed through the guest ordering page. Select **All orders** to return to all orders available to your account.
5. Sort by order number, order date, total, payment method, or status where those headers are visible. Select the same header again to reverse the direction. Sorting applies across matching results and returns to the first page.
6. Use the page controls to browse the remaining matches. The web list shows up to 20 orders per page.
7. Select an order to open its side panel. Close the panel to return to the list and continue reviewing the same search.
Older orders may have no recorded ordering channel and show a dash in that column. They will not appear under **Online orders**. Switch to **All orders** and search by order number when looking for an older purchase; a missing channel does not indicate a failed payment.
## Sorting and dates
Selecting **Items** or **Served by** currently causes a loading error. Select a supported heading, such as **ID**, to restore the list. Date filtering uses the time the order was submitted, while the order-date sorting uses its creation time. These can differ for an order prepared earlier and submitted later.
Clearing a date selection updates the current list but can leave the old dates saved in the page address. After a refresh, check the date selection again. Clearing dates also keeps your current page; use the previous-page control if you need to return to earlier results.
## Platform and market notes
Check the shop and currency in both markets. For an order near midnight, widen the date range if it does not appear where expected.
In the mobile app, **Sell → Recent orders** shows up to eight active orders, newest first. It excludes completed orders and drafts. Staff see active orders they created or that have a guest attached; history instead uses who completed the order. Choose **View all** to open **All orders**, or **Open orders** for active work. Tap a row to open its order or payment screen. Pull down to refresh. An empty card can also appear before loading finishes or after a failed first load; check your connection and refresh before assuming no orders exist.
## Troubleshooting
Mobile history starts with the current month through today. Widen the dates for older orders. Check that the end date is not before the start; reversed dates can produce an empty list.
If no result appears, clear the online-only filter and date selection, then search by order number. Check the selected shop before assuming the order is missing. An unfinished draft may still be in checkout; an unreconciled terminal payment belongs in the separate offline-order review. If the list fails to load, refresh and contact Tapp support if the problem persists.
## Related articles
* [Understand order details and statuses](/en/history/understand-order-details-and-statuses)
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)
# Understand order details and statuses
Source: https://help.tapp.shop/en/history/understand-order-details-and-statuses
Read an order’s current payment state, recorded items, and available next steps.
Check the order number, shop, status and amounts before acting.
## Who can do this?
Owners, Managers, and Staff can read order details for their shop. Individual payment, refund, and tip-reporting actions have their own access rules. A visible order does not mean every action is available to your account.
## Where
In the web app, open **History** and select an order. Its side panel shows the order number and status before the remaining details.
## Read the status
| Status | What to check |
| - | - |
| Submitted | The order has been submitted; payment may still be needed. |
| Pay later | The order remains open for later payment. |
| Payment initiated | A payment is in progress. Check its result before starting another payment. |
| Paid | Payment is recorded, but the order has not yet been marked complete. |
| Completed | The order is marked complete. Receipt actions may be available. |
| Cancelled | The order is cancelled. Do not treat cancellation as proof of a refund. |
| Refund initiated | A refund has started; wait for its result. |
| Refunded | The order shows a completed refund state. Review separate tip information as needed. |
| Refund failed | The refund did not complete successfully. Check the current result before retrying. |
A failed payment may show an untranslated status. Use the offered retry only after checking that the customer has not already paid. If a status is unfamiliar or the result is unclear, refresh the details before choosing an action. A draft still being built is normally handled in checkout rather than the history list.
## Check the recorded details
Review the linked guest when present, item names and quantities, subtotal, discount, tax, and total. The panel also shows available payment, team-member, comment, rating, and tip information. Owners and Managers can see the listed recipients, their tip shares and the sharing rule when available. Staff see their own share instead of other team members’ shares. A collected tip is not the same as the amount assigned to one person.
The **Paid with** field names the payment method, even before payment succeeds. Check the order status to confirm payment.
Item images can come from the current menu, while the order keeps its recorded item quantities and amounts. Do not use a changed menu image as evidence that the historical purchase changed. Check the order’s own lines and totals. Clicking an item can open its current menu details; this is not an editor for the historical purchase.
## Compare payment and refund amounts
**Total** shows the order amount before a separate tip. When shown, **Total to collect** includes the tip but does not confirm payment; **Total paid** describes the recorded collection.
After a refund, check the breakdown instead of subtracting from the order total yourself:
* **Originally collected** is the original payment amount.
* **Tip returned** is the confirmed tip refund, already included in **Total returned**.
* **Total returned** combines confirmed refunds for the order.
* **Remaining paid** is the amount still paid after confirmed refunds.
**Not available** does not mean zero. Amounts can be unavailable while a refund is pending or its outcome needs checking. Refresh the order and contact Tapp support if the result stays unclear before arranging another refund.
## Platform and market notes
These steps describe the web side panel. Mobile, guest-page and terminal actions can update the same order; refresh afterward. In Great Britain and Germany, check currency and shop before comparing amounts.
In the mobile app, receipt and Pay Later order cards show a saved order note beneath the order number when one is present. This displays the note; it does not edit it.
The mobile amount summary shows separate tax rows when the order has multiple tax rates. Read these with subtotal and total.
## Troubleshooting
If an action disappears, refresh: available actions depend on order status. Check an in-progress payment before another attempt. If the order is not found, confirm the shop and number. Contact Tapp support if the current payment or refund result remains unclear.
In the mobile app, an action on an unavailable order can fail and clear its selection. This confirms neither payment, cancellation nor refund. Check the shop and saved status before retrying.
## Related articles
* [Complete a Pay later order](/en/history/complete-pay-later-order)
* [Refund an order](/en/history/refund-an-order)
# Tapp Help Center
Source: https://help.tapp.shop/en/index
Find help with setting up your shop, serving guests, and managing your team in Tapp.
Find practical guides for the web app, mobile app, and your guests' ordering experience. Each guide explains who can use a feature, where to find it, and what to do if something goes wrong.
Create your account, set up your shop, and add your menu and team.
Build an order, take payment, and send a receipt.
Create reservations, manage requests, and update guest plans.
Set up payments, receipts, booking preferences, and more.
Seat guests, review table visits, and manage table orders.
Invite team members and manage their shop access.
Plan shifts, manage requests, and review attendance.
Complete verification and find help with your next setup step.
Choose a topic from the menu to find the task you need. You can switch between English and German; guides explain any differences that apply to shops in Great Britain or Germany.
# Add and edit a menu item
Source: https://help.tapp.shop/en/menu/add-and-edit-menu-item
Create an item or change its name, price, category, tax choice and optional details.
Add an item to your shop's menu so it is ready for ordering, or open an existing item to update it. Review the selected shop and category before saving, especially when similar items appear in several locations.
## Who can do this?
**Owners and Managers** can create items and edit their details. Staff can change stock availability but cannot make these full menu changes.
## Where to do it
Open **Menu** in the web app. Select **Add item**, or select an existing item in list or grid view.
## Add or edit the item
1. Enter the item name and choose its category.
2. Enter the customer price, including the applicable tax, and select the VAT option shown for your shop.
3. Add a description, tags, preparation duration or variations if needed.
4. Enter the optional cost per item if you want to use it in margin reporting.
5. Add a photo if needed. The item editor accepts JPG and PNG images up to 5 MB.
6. Review guest visibility to decide whether guests should see the item online.
7. If price lists are available, review the separate prices for those lists.
8. Save and check the item on the Menu page.
Use a decimal point for the standard price, item cost and variation amounts, for example 12.50. Do not include currency symbols or thousands separators. Check the saved amounts: a decimal comma can be read incorrectly in these fields.
Press Enter after typing each tag to add it. Tags need 2–25 characters, and the editor accepts up to ten. Give each variation a name; unnamed variation rows are not saved.
Changing an existing item's category moves it to that category when you save. Review the destination category's guest visibility as well as the item's own setting.
## Check partial saves
The item, photo and price-list amounts can have different save results. If a photo or price-list save error appears, the item itself may already be saved. In that case, reopen the existing item to correct that part. Do not create it again.
## Platform notes
These instructions describe the web app. Saved menu changes are used when ordering from the mobile app and guest ordering page. An already-open menu may need to refresh before showing the new information.
In the mobile item editor, price and cost accept either a decimal point or comma, with up to two decimal places. Enter amounts without currency symbols or thousands separators. Reopened amounts follow the shop currency, for example 7.50 for pounds or 7,50 for euros.
In the mobile editor, add each variation with its **+** button before saving; enter a name and an amount, including 0 for a free option. A cost-above-price warning does not prevent saving. Scroll through the form to reach the remaining fields and Save.
If the mobile editor reports a save error, check whether the item already exists before trying again. Its details may have saved even if the photo upload or category move failed. Reopen that item and check its photo and category instead of creating a duplicate.
## Market notes
Select the VAT option for the shop's operating market. Item cost and customer price are separate fields; adding a cost does not change what a guest pays.
## Troubleshooting
If the main save fails, keep the form open and check the item name, category, standard price and any price-list fields marked invalid. Some fields depend on your menu display settings. If the name field is missing and you cannot save a new item, contact Tapp support. After any partial-save message, inspect the existing item before retrying. Contact Tapp support if a saved change still does not appear after refreshing.
## Related guides
* [Choose VAT for menu items](/en/menu/choose-vat-for-menu-items)
* [Change item availability](/en/menu/change-item-availability)
# Change item availability
Source: https://help.tapp.shop/en/menu/change-item-availability
Use the mobile app to mark items out of stock or available again.
Use **Update stock** in the mobile app when an item temporarily runs out or becomes available again. This changes its stock status while keeping its other menu details.
## Who can do this?
**Owners, Managers and Staff** can update stock for their shop. Creating items or changing their full details requires an Owner or Manager.
## Where to do it
In the mobile app, choose **Stock** from your shop tools. Staff can also use **Update stock** from the home screen's quick actions. The screen heading is **Update stock**.
## Mark an item out of stock
1. Confirm that you are working in the correct shop.
2. Choose the item's category using the category buttons.
3. Find the item by name and photo. Check its current stock label.
4. Tap the item card to change it from **In stock** to **Out of stock**.
5. Wait for the updated label before continuing.
6. Select **Continue** to leave the stock screen when you are finished.
The change is sent when you tap the item. Continue returns to the previous screen; it is not a separate save button. Avoid tapping repeatedly while waiting for the update, because the next tap can reverse the status.
## Restore availability
Return to the same category when stock is available again. Tap the item marked **Out of stock** and check that it returns to **In stock**. You do not need to recreate the item or re-enter its price.
## Check orders after a stock change
This is an availability switch, not a count of units remaining. Restore the item manually when it can be sold again; the screen does not ask for a restock time or automatically count sales down from a quantity.
Out-of-stock item cards cannot be selected in the mobile ordering menu. An already-open basket can still show an item that has since run out. Availability is checked again when the basket is submitted, and unavailable items can be removed. Check the final items and total before charging, especially when another team member is updating stock. If all items are unavailable, the empty order cannot be submitted.
Marking an item out of stock does not cancel or refund orders already placed. Handle an existing customer's order separately if it can no longer be fulfilled.
## Platform notes
These steps use the mobile app's current stock screen. Its labels can appear in English. Use Menu in the web app for item details and price lists. Use the mobile app for the stock changes described here.
Stock status and guest visibility are separate. Hiding an item or category from guests is not the same as marking it out of stock.
## Market notes
The stock action works for both Great Britain and Germany. It does not change the item's price, tax choice or category.
## Troubleshooting
An empty category view can also appear while items are loading. Wait for the items to appear before treating it as an empty category.
If the label does not change, check your connection and reopen the category before retrying. Refresh another already-open ordering screen to check its latest availability. Contact Tapp support if the item repeatedly returns to the wrong state.
## Related guides
* [Find products and switch menu views](/en/menu/find-products-and-switch-views)
* [Add and edit a menu item](/en/menu/add-and-edit-menu-item)
# Choose VAT for menu items
Source: https://help.tapp.shop/en/menu/choose-vat-for-menu-items
Review the tax option and tax-inclusive price when creating or editing a menu item.
Select the VAT option for an item when you add it or change its details. Tapp shows the choices for your shop's operating market alongside the customer price.
## Who can do this?
**Owners and Managers** can change an item's tax choice. Staff stock updates do not change the item's VAT or price.
## Where to do it
In the web app, open **Menu** and select an item, or choose **Add item**. Find the price and VAT fields in the item editor.
## Review the tax choice
1. Check the shop selected in the shop picker.
2. Enter the price the customer should pay, including the applicable tax.
3. Open the VAT menu and read the descriptions of the available options.
4. Select the option appropriate for the item.
5. Check any separate price-list tax choice if you use one.
6. Save the item.
7. Reopen it to confirm the saved selection, particularly after importing a menu.
Do not assume that a preselected option is correct for every product. The item name and category do not determine which tax treatment you should choose. Use the business's tax information when making that decision.
## Imported and existing items
Review imported prices and tax choices against your intended menu. If an older item needs correcting, select the current option shown in the editor and save it. Moving an item to another category is a separate change; review its VAT explicitly if needed.
A price list can have its own tax choice. In the item editor, find the list and use its VAT selector beside the price. You can leave its price blank to use the standard price while selecting a separate VAT option. The first VAT option follows the item’s own rate; it is shown as a percentage. Select that first option to remove a separate VAT choice, then save and reopen the item to check it.
Changing or clearing a list price directly in the menu table also removes its separate VAT choice. Use the item editor when you need to keep a separate VAT option, and review price and VAT together after saving.
## Platform notes
The saved choice is used for the item's ordering and receipt information. A Fast Charge has its own tax selection when it is created. Editing a menu item does not replace reviewing a separate Fast Charge.
## Market notes
Great Britain and Germany have different available choices. Confirm the shop before selecting an option. Ask your tax adviser if you are unsure which treatment applies to your product; this guide explains the controls, not how to classify a sale.
## Troubleshooting
Wait if the VAT options are still loading. If no valid option appears, check the shop and retry. Contact Tapp support if the selector remains unavailable rather than entering an unrelated option just to save. Price-list VAT choices show only percentages, so different choices can look identical. If you cannot distinguish the option you need, ask Tapp support before changing it.
## Related guides
* [Add and edit a menu item](/en/menu/add-and-edit-menu-item)
* [Create and manage price lists](/en/menu/manage-price-lists)
# Choose where price lists apply
Source: https://help.tapp.shop/en/menu/configure-price-list-defaults
Set guest prices and decide whether your devices share one active price list.
Choose the price list used by guests and decide whether your team's devices should share a selection. These are separate settings, so a change at the till does not have to change the guest ordering page.
## Who can do this?
**Owners and Managers** can configure these settings. Owners, Managers and Staff can select available lists while taking orders, according to the device setup.
## Where to do it
In the web app, open **Menu**, select **Price lists**, then find **Where price lists apply**.
## Set prices for guests
1. Open **Guest app prices**.
2. Select the list guests should use, or choose **Standard prices**.
3. Wait for the setting to save automatically; there is no separate Save button.
4. Review the guest ordering page and check a priced item.
Guests do not choose a price list themselves. If the selected list has no separate price for an item, that item keeps its standard price.
## Choose shared or separate device selections
1. Find **Use the same list on every device**.
2. Turn it on to share the active list across devices.
3. Choose **Staff app default** to set the shared starting list.
4. Check the list shown at the till before taking a new order.
With sharing on, a team member changing the list at the till also updates the shared selection. With sharing off, each device remembers its own last-used list. The shared-default selector is unavailable while sharing is off.
Turning sharing off clears the shared default. If you later enable sharing again, review and select the intended default rather than assuming the old one will return.
## Platform notes
Configure the settings in the web app. Check the selected list in the mobile app or web till before adding items. Open the list picker to see the available names; choosing one applies it immediately and closes the picker. There is no separate confirmation. Long names may be shortened in the mobile header, so check the full name in the picker. These settings choose prices; they do not create an automatic time-based promotion.
## Market notes
Lists belong to the selected shop and use its currency. Check the location before setting guest prices, especially when you manage shops in different markets.
In the web app, items added through the options screen currently use standard menu prices plus their options, even with another price list selected. Check the basket before charging. See [Build the basket](/en/point-of-sale/start-order-and-build-basket).
## Recheck after switching shops or archiving a list
The mobile app clears a remembered list when it is no longer available in the selected shop and returns to standard prices. Wait for the menu to finish loading and check the list shown before adding items.
Changing the selected list applies to newly added items; it does not move every existing basket line to that list. Review separate lines and prices if you changed lists during an order. A draft does not lock in its prices. When it is submitted, each line uses the current amount from its original list, or the current standard price if that list was archived. Changing the guest default does not move existing lines to the newly selected list.
With shared selection enabled, a change must reach the other devices before they follow it. After a connection or save problem, check each till's current selection instead of assuming they all match.
If adding an item fails because its selected list is no longer valid, the mobile app can clear that selection. Check the list and price before retrying.
## Troubleshooting
After changing a setting, check that the intended selection is still shown. If it does not save, check your connection and retry. When changing the shared list in the mobile app, do not rely on an error message: check the selection on the other tills before continuing. If you archive the list used by a default, that default is cleared. Review the current settings and choose an active list or standard prices.
## Related guides
* [Create and manage price lists](/en/menu/manage-price-lists)
* [Add and edit a menu item](/en/menu/add-and-edit-menu-item)
# Find products and switch menu views
Source: https://help.tapp.shop/en/menu/find-products-and-switch-views
Search your menu, sort items and switch between list and grid layouts.
Use the Menu page to find an item and choose a useful way to view it. Search and layout controls help you work through a large menu without changing what your guests see.
## Who can do this?
**Owners, Managers and Staff** can view menu categories and items. Full item editing and price-list changes require an Owner or Manager.
## Where to do it
Choose **Menu** in the web app and check the shop in the shop picker.
## Find an item
1. Choose **All** to look across categories, or select a category to narrow the list.
2. Enter your search text. You can search item names, descriptions, categories, tags and standard prices. For a price search, use a decimal point, such as 12.50, without a currency symbol.
3. Clear the search to return to the full selection.
4. Move between pages if there are more than 20 results.
5. Select the item you want to inspect or edit, subject to your role.
If a familiar item is missing, check both the selected category and search text. Items with similar names can belong to different categories or shops.
## Choose a view
Use the list and grid buttons near the search field. Grid view emphasizes photos and item cards. On a wider screen, list view shows separate columns and lets you sort by name, description, category, price or margin. Select a sortable heading again to reverse the order.
List view also shows recorded item costs and separate columns for active price lists. Margin is the standard price minus the recorded item cost; changing a price-list amount does not change this column. Items without a recorded cost show no margin and sort last in either direction.
Wait for price-list amounts to finish loading before interpreting blank cells. Once loaded, a blank amount means the item uses its standard price for that list. If amounts stay unavailable, reload or check the item before assuming a list has no special price.
An eye-off indicator means the item or its category is hidden from the guest website. That does not necessarily make it unavailable for your team to sell.
## Platform notes
These controls belong to the web app. On a narrow screen, list view uses compact cards without the sortable column headings or price-list columns. Use a wider window to see the full table. Changing the list layout, sort order or search does not rearrange the guest ordering page or edit the mobile app's menu.
## Market notes
Prices use the selected shop's currency. Check the shop before comparing amounts or making price changes across locations.
## Troubleshooting
Allow a large menu to finish loading, or select one category to narrow the view. If an item is still missing, clear the search, check other pages and confirm the shop. Contact Tapp support if the menu fails to load after retrying.
## Related guides
* [Add and edit a menu item](/en/menu/add-and-edit-menu-item)
* [Manage categories](/en/menu/manage-categories)
# Import a menu with AI
Source: https://help.tapp.shop/en/menu/import-menu-with-ai
Upload your menu and review the categories and items Tapp creates from it.
Use AI import to turn an existing menu into categories and items for your shop. Review the results before using them for sales: an import can create menu items, but it cannot check every business decision for you.
## Who can do this?
**Owners and Managers** can upload, process, cancel and remove menu-import files. Staff cannot manage imports.
## Where to do it
Open **Menu** in the web app and choose its AI import action. Owners can also import a menu from the setup checklist.
## Import your files
1. Check the selected shop.
2. Choose one or more JPG, JPEG, PNG, WebP, PDF or DOCX files.
3. Keep each file at or below 10 MB. A PDF can contain multiple pages; use separate files when your menu is saved as individual images.
4. Wait for uploading to finish, then select the action to process the files with AI.
5. Watch the result for each file while it is waiting or processing.
6. When processing completes, continue to review the created menu.
7. Correct item names, categories, prices, tax choices, descriptions, variations and guest visibility as needed.
Adding files and starting processing are separate steps. If a file is rejected because of its format or size, replace it with a supported file before starting.
## Check each file's result
The rotating messages during processing are an animation, not a live stage or percentage. Use each file’s status to check whether it finished.
Files can finish independently. One failed or cancelled file does not mean that every file failed. A completed file can already have added items to the shop's menu. **Imported** does not guarantee that every item was created: compare the result with the original menu, including missing items.
Use the X beside a waiting or processing file to request cancellation. For an uploaded file that is ready to process, the X removes the file. Completed files have no remove button. A failed file may still show an X, but removal can be rejected; contact Tapp support if it cannot be removed. Closing the import window does not cancel processing or remove created items. Check and edit the menu separately.
The window focuses on recent uploads rather than a complete import history. Starting processing includes all unprocessed uploads for the shop, including older files that may not be shown. If you are unsure whether old files are still waiting, check with Tapp support before starting another import.
## Import in the mobile app
While editing the menu, tap the upload icon in the top bar. In **Upload menu**, choose **Take photo**, **Upload photo** or **Upload document**. You can select up to five photos from the photo library at once. Use clear images, PDF or DOCX files; keeping each file within 10 MB also lets you use the web flow above.
The picker closes before uploading finishes. After the selected files upload successfully, processing starts automatically: there is no separate processing button in this flow. **Menu upload started** means processing was requested, not that the menu is complete. Review the resulting items before sales.
If an upload fails, other files may already be saved but still waiting to process. Check the import files in the web app before uploading them again. Starting another successful import can also process older waiting files for the shop.
## Platform and market notes
Created items can become part of the menu used by the mobile app and guest ordering page, so check their visibility promptly.
Review VAT and prices for the selected shop's market in both Great Britain and Germany. Importing a document is not confirmation that every recognized value is correct.
## Troubleshooting
If processing fails, check that file's status and inspect the menu before uploading the same pages again. This helps avoid duplicates from files that succeeded. Use the manual menu editor if you need to continue while an import problem is unresolved.
## Related guides
* [Add and edit a menu item](/en/menu/add-and-edit-menu-item)
* [Choose VAT for menu items](/en/menu/choose-vat-for-menu-items)
# Manage your menu
Source: https://help.tapp.shop/en/menu/index
Organize items, set prices, record costs and keep availability up to date.
Build your menu in the web app, then keep it ready for your team and guests. Use the mobile app to update stock. Price lists let you offer different prices without duplicating menu items.
Search your menu, sort items and switch between list and grid layouts.
Create, rename or hide categories and check their items before deleting them.
Create an item or change its name, price, category, tax choice and optional details.
Choose another category for an item or remove it from the menu after reviewing the confirmation.
Use the mobile app to mark items out of stock or available again.
Upload your menu and review the categories and items Tapp creates from it.
Review the tax option and tax-inclusive price when creating or editing a menu item.
Set different prices for named groups while keeping a standard price for each item.
Set guest prices and decide whether your devices share one active price list.
Add a cost per item and understand the margin shown on the Menu page.
# Manage menu categories
Source: https://help.tapp.shop/en/menu/manage-categories
Create, rename or hide categories and check their items before deleting them.
Organize your menu into categories so your team and guests can find the right items. You can rename a category or change its guest visibility without deleting the items inside it.
## Who can do this?
**Owners and Managers** can manage categories. Staff can view categories but cannot create, rename or delete them.
## Where to do it
In the web app, open **Menu** and choose **Manage categories**.
## Create or rename a category
1. Enter a category name in the add field.
2. Select **Add category** and check that the category appears. A blank name cannot be saved.
3. To rename a category, select its edit action.
4. Enter the new name and save it, or cancel to keep the previous name.
5. Return to Menu and check the category labels.
Use a clear name that helps your team recognize the items inside. A category is a way to group items; each item keeps its own price and tax choice.
## Set guest visibility
Use the category's visibility switch to show or hide the whole category on the guest ordering page. Hiding it does not delete its items or necessarily prevent your team from selling them.
An item's own guest-visibility setting also applies. Turning a category on does not make an individually hidden item visible. Check both settings if an item does not appear to guests.
## Delete a category
1. Move any items you want to keep into another category first.
2. Select the category's delete action.
3. Wait for the item check to finish. Read the confirmation and compare its item count with the category you just reviewed.
4. Confirm only when you want to delete the category and those items.
If only one category remains, its delete button is hidden. Create another category first if you need to move items or replace the remaining category.
Deleting a category also deletes its contained menu items. For temporary online changes, use visibility instead.
## Platform notes
These instructions describe the web app. Refresh any already-open menu in the mobile app or guest ordering page when checking the result of a change.
In the mobile app, choose **Products** from the shop screen, then **Add Category**. Enter a name and select **Create new category**. Wait for the saved category to appear. If saving fails, check the category list before entering it again. On Android, Back closes the category panel before leaving the screen.
Open a category in the mobile app to edit its name with the pencil, then select the tick to save. Use **Done** to return. The bin opens a deletion confirmation, including for the last category, but does not show an item count. Check and move any items you want to keep before confirming; deleting the category also deletes its items. If deletion fails, check the category again before retrying.
## Market notes
The category controls work the same way in Great Britain and Germany. They do not choose or recalculate an item's VAT for you.
## Troubleshooting
If the deletion message calls a category empty when you expect items, cancel and check the category itself before continuing.
If a change fails, reopen the category list and check its current state before retrying. Another team member may have edited it. Before deletion, check the displayed item count and move anything that should remain available.
## Related guides
* [Move or delete a menu item](/en/menu/move-or-delete-menu-item)
* [Find products and switch menu views](/en/menu/find-products-and-switch-views)
# Create and manage price lists
Source: https://help.tapp.shop/en/menu/manage-price-lists
Set different prices for named groups while keeping a standard price for each item.
Create a price list when you want a named set of prices, such as a different menu for a particular service. Each item keeps its standard price, with optional prices for the lists you create.
## Who can do this?
**Owners and Managers** can create, rename and archive price lists and edit their prices. Staff can use available lists at the till but cannot manage their contents.
## Where to do it
Open **Menu** in the web app and select **Price lists**.
## Create or rename a list
1. Enter a clear, unique name of up to 100 characters for the list.
2. Select the plus button or press Enter.
3. Close the price-list window and use Menu's list view in a wide window to find the new column.
4. Enter the list price for each item that should differ from its standard price.
5. Press Enter or leave the field to save the amount.
6. To rename a list, reopen **Price lists**, select the pencil icon and save the new name with the checkmark or Enter.
Enter a positive amount with up to two decimal places, using a decimal point or comma and no currency symbol. A blank price-list cell means the item sells at its standard price. Clearing a saved amount returns it to the standard price; it does not make the item free.
Changing or clearing a price in the menu table also removes any separate VAT choice for that item in the list. If you need a separate VAT choice, edit the price and VAT together in the item editor and check both after saving.
## Archive a list
Open **Price lists**, select the archive action beside the list and read the confirmation. Archiving removes it from active choices. Orders already submitted keep their recorded prices. Draft baskets are different: when submitted, their items are priced again using current prices. If the saved list was archived, those draft lines can return to standard prices. Check the final basket and total before payment. Review the guest and device defaults afterward if they used that list.
## Platform notes
Manage lists in the web app. How they apply to guests and devices is configured separately under **Where price lists apply**. Giving a list a name such as Happy hour does not create an automatic schedule.
## Market notes
Amounts use the shop's currency. Review any separate VAT choice for the shop's market before using the list for sales.
## Troubleshooting
If a name is already used, choose another name or edit the existing active list. Archived lists still reserve their names. If saving a price fails, check the amount and retry. A below-cost warning asks you to review the price before saving; cancel if you entered the wrong amount.
## Related guides
* [Choose where price lists apply](/en/menu/configure-price-list-defaults)
* [Record item costs and read margins](/en/menu/record-item-costs)
# Move or delete a menu item
Source: https://help.tapp.shop/en/menu/move-or-delete-menu-item
Choose another category for an item or remove it from the menu after reviewing the confirmation.
Move an item when you want to organize it under another category. Delete an item when it should be removed from the menu. Check its name, price and current category before choosing either action.
## Who can do this?
**Owners and Managers** can move and delete items. Staff stock changes do not include these actions.
## Where to do it
Open **Menu** in the web app and select the item in list or grid view.
## Move an item
1. Open the category selector in the item editor.
2. Choose the destination category in the same shop.
3. Review the item's other details and guest visibility.
4. Save your changes.
5. Return to Menu and open the destination category to check the item.
To move an item, the destination category must already exist. If it is missing, close the editor, create it under **Manage categories**, then reopen the item.
Moving uses the existing item. You do not need to create a copy and delete the original. The destination category's visibility affects whether guests can see the item, even if the item's own visibility is on.
Review the saved result if a message appears during the move. Other edited details may already have been saved, so check the existing item before repeating the whole edit.
## Delete an item
1. Open the item you want to remove.
2. Select the trash icon at the top of the item editor.
3. Read the item name and the permanent-deletion warning.
4. Cancel if you meant to make only a temporary change, or confirm to delete it.
5. Return to Menu and check the result.
Use stock availability when an item has temporarily run out. Use guest visibility when it should remain available to the team but be hidden online. Those changes do not require deletion.
## Platform notes
These steps describe the web app. Check the current menu in the mobile app or guest ordering page after a move or deletion. Refresh a view that was already open before the change.
## Market notes
Moving an item does not automatically choose a new VAT treatment. Review the item's tax setting separately if it needs to change. Check the selected shop before editing similarly named items across locations.
## Troubleshooting
If an item cannot be found in its expected category, clear Menu's search and check other categories. Another team member may have moved it. If saving or deleting fails, reload the current item before retrying instead of creating a replacement immediately.
## Related guides
* [Change item availability](/en/menu/change-item-availability)
* [Manage menu categories](/en/menu/manage-categories)
# Record item costs and read margins
Source: https://help.tapp.shop/en/menu/record-item-costs
Add a cost per item and understand the margin shown on the Menu page.
Record an item's cost to make the menu's margin information more useful. Cost is optional and separate from the price your customer pays. Leaving it blank means the cost has not been recorded.
## Who can do this?
**Owners and Managers** can edit item costs. Staff cannot change the full item details.
## Where to do it
In the web app, open **Menu**, select an item and find its optional cost field. You can also enter the cost when creating an item.
## Record the cost
1. Check the selected shop and item.
2. Enter the cost for one unit using a decimal point, such as 3.50. Use a nonnegative amount with no currency symbol. Check the saved value because a decimal comma can be read incorrectly.
3. Keep the customer price in its separate price field.
4. Save the item and return to Menu's list view in a wide enough window to see the cost and margin columns.
5. Check the cost displayed beneath the standard price and the margin column.
6. Reopen the item when its cost changes.
Leave the field blank if you have not recorded the cost. Use zero only when zero is the value you intend to record. An unknown cost and a recorded zero have different meanings in the reports. To remove a recorded cost, clear the field and save the item.
## Understand the menu margin
The Menu list subtracts the recorded unit cost from the standard selling price. It also shows a percentage when the standard price is above zero. If cost is missing, the margin appears as a dash.
This is a quick item-level comparison. It is not the shop's net profit and does not include all operating expenses. It uses the standard price, so it is not a separate margin calculation for every price-list amount in the row.
Analytics provides more detailed menu reporting. In the mobile menu report, select **All categories** to see the missing-cost notice when available. It lists up to five items without a calculated margin, ordered by revenue, with a count of further items. **Add costs on the menu page** opens the product menu, not an individual item editor. An absent notice does not prove complete costs: it is hidden with a category filter, missing data or no matching rows. Read the report notes before comparing it with the Menu column.
## Platform notes
Edit costs in the web app. When you change a price-list amount to below a recorded cost, Tapp asks you to review it. You can cancel an accidental entry or confirm an intentional price. In the item editor, cancelling that warning skips the price-list change; it does not undo item details already saved. A warning that the item cost exceeds the standard price is advisory and does not prevent saving. No below-cost warning can be based on a cost you have not entered.
In the mobile app, open **Products** from the shop screen and choose a category. Each item card shows **Margin** beneath its price: the standard selling price minus the recorded unit cost, with a rounded percentage when the price is above zero. A dash means no margin can be shown. These cards do not calculate separate margins for each price list.
## Market notes
Enter cost in the selected shop's currency. Do not copy an amount from a shop using a different currency without reviewing it.
## Troubleshooting
If margin shows a dash, check whether cost is blank. If a new cost fails to save, reopen the item and confirm its stored value before relying on a report.
## Related guides
* [Create and manage price lists](/en/menu/manage-price-lists)
* [Explore Analytics](/en/overview/use-advanced-analytics)
# Understand Staff access to reporting
Source: https://help.tapp.shop/en/overview/analytics-access-for-staff
Learn which reporting access requires an Owner or Manager and what to check when a report will not open.
Your shop role determines which reports you can use. Advanced Analytics is available to Owners and Managers. Staff access to individual performance figures does not include every report for the business.
## Who is affected?
This guide is for **Staff** and for Owners helping a team member with access. Check the role for the selected shop, because one person can have different roles at different locations.
## Where to see it
In the web app, you may see **Overview** in the side menu even when some of its information is unavailable to your role. The **View analytics** entry leads to reports that require Owner or Manager access.
## Check your reporting access
1. Confirm the shop selected in the shop picker.
2. Check your role for that location with an Owner.
3. If you are Staff, use the performance information available to your account and the operational pages for your work.
4. Ask an Owner or Manager to review business-wide Analytics when those reports are needed.
5. If your responsibilities have changed, ask an Owner to review whether your role should change.
A visible menu item or a saved link does not change your access. An access message also does not mean that the shop had no sales. Check the message before treating a missing figure as zero.
## Personal and shop-wide figures
Some reporting available to Staff is limited to their own work. For example, the daily sales series counts completed orders recorded as completed by the signed-in Staff member. An order you helped create or serve may be absent if someone else completed it. Do not assume it shows the whole shop or compare it directly with an Owner's total without checking its scope.
Advanced Analytics and voice-ordering analytics require Owner or Manager access. Staff cannot gain access to those reports by selecting a different reporting period.
## Platform and market notes
These navigation notes describe the web app. In the mobile app, Staff can also review their own tip shares. That summary shows assigned shares, not every tip collected or proof of a payout. It does not grant access to shop-wide Analytics. The role requirements apply in both Great Britain and Germany; changing language does not change your permissions.
## Troubleshooting
If access remains unavailable after a role change, sign in again and check the selected shop. If the same problem continues, contact Tapp support with the report name and the message shown. Use your own account when working in Tapp.
## Related guides
* [Navigate and switch shops](/en/overview/navigate-and-switch-shops)
* [Review your tip shares](/en/overview/review-your-tip-shares)
* [Explore Analytics](/en/overview/use-advanced-analytics)
# Compare category sales in Analytics
Source: https://help.tapp.shop/en/overview/compare-category-sales
Read category quantities and revenue shares, open an item breakdown and understand differences between reporting views.
Compare categories to see which parts of your menu contribute item sales and revenue. Check what each column counts before comparing it with an order total.
## Who can do this?
**Owners and Managers** can view the breakdown for their shop. Staff access to personal reporting does not include these shop-wide comparisons.
## Where to do it
1. In the web app, open **Analytics** and choose **Menu & Products**.
2. Check the shop, select **All categories** and choose the main reporting period.
3. Scroll to **Breakdown** and the category table beside it.
4. Choose **Transactions** or **Revenue** above the ring chart. The rows reorder from largest to smallest for that measure.
5. Read the percentage columns and the figures under **Amount / Revenue**. The slash separates a count and a money amount; it is not a division or average.
The chart starts with **Transactions** selected. Changing the measure, category, period or loaded results can reset the selection to the first row. The center rounds percentages to whole numbers; table percentages show one decimal place.
## Understand the All categories figures
In this web view, **Transactions** and **Txns** refer to item quantities, not distinct orders. An order containing three coffees contributes three units to the coffee category. The transaction percentage is the category’s included units divided by included units across all categories.
**Revenue** uses the included items’ recorded line totals. Its percentage compares each category with the sum of those included category totals. These figures include items from orders currently paid or completed, using completion time when available, otherwise submission or creation time. Orders in a refund state are excluded.
The report uses current category membership. Moving items between categories can change historical comparisons. Items that can no longer be matched to a current menu item and category are omitted. Categories with the same title are combined in this view.
Use [order statistics](/en/overview/understand-order-statistics) for order counts and averages. Category quantities are a different measure, and their item revenue is not necessarily the whole order total.
## Open a category’s items
Click a category’s chart segment or table row. When its name matches a current category, the report selects that category and shows its item breakdown. You can also use the category selector at the top of the page.
In the item view, selecting a row or segment highlights that item and displays its percentage; it does not open the item editor. Choose **All categories** to return to the category comparison and restore the whole-menu charts above.
The item view uses separately prepared figures. Its matching period label does not guarantee the same update time or totals as the All categories view. Check the view before comparing amounts or assuming the same meaning for a count.
## Platform and market notes
These steps describe the web breakdown. In the mobile app, the breakdown has its own period selector, initially seven days. Tapping a segment selects its percentage; use the category control to switch to items.
Mobile category figures are also prepared separately from the web All categories figures. Do not assume identical totals or refresh timing. The web All categories calculation filters to the shop’s currency; check the shop and currency when comparing locations.
## Troubleshooting
Use retry when the web chart or table shows an error. If a category segment does not open its items, select the category from the page’s category control.
An empty ring or **Awaiting your first sale** message does not prove that the shop has never sold anything. The selected period or measure may have no positive total. A zero or placeholder during an incomplete load is not a confirmed result. Refresh, check the period and contact **Tapp support** if figures remain unexpected.
## Related guides
* [Compare menu item performance](/en/overview/review-menu-item-performance)
* [Explore Analytics](/en/overview/use-advanced-analytics)
# Choose dashboard periods and read key figures
Source: https://help.tapp.shop/en/overview/dashboard-reporting-periods-and-kpis
Set the Overview time window and understand its totals, averages and comparison values.
Choose a reporting period on Overview to review your shop's recent performance. Keep the same shop and period selected when comparing figures, and read each card's label before drawing a conclusion.
## Who can do this?
**Owners and Managers** can use the complete dashboard. Staff may see some figures but do not have access to every shop-wide report.
## Where to do it
Open **Overview** in the web app. The period selector appears near the top of the dashboard.
## Select a reporting period
1. Confirm the selected shop.
2. Open the current period control.
3. Choose **Last 7 days**, **Last 30 days**, **Last 90 days** or **Last 365 days**.
4. Wait for the cards and charts to finish loading.
5. Hover over a chart point to read its value and displayed day or week label.
6. Read the comparison displayed beside a figure together with the main value.
Overview starts with the last 30 days. If you leave it open overnight, reload the page before reviewing the new day; its date range does not automatically advance at midnight. The Analytics area has its own period selector, so check it again when moving into a more detailed report.
Chart points remain daily values even when the 90-day and 365-day views label them with week numbers. A repeated week label does not mean the points are weekly totals.
## Read the main figures
* **Sales volume** and **Orders** count orders that are currently completed, using their completion date. An order that is paid but not completed is not included. Refunded orders are excluded from these headline totals.
* **Tips collected** shows collected tips separately, using the date they were collected. This is not a payout total.
* **Average order value** shows the sales total divided by the corresponding order count.
* **Bookings** counts bookings that are currently confirmed and were created in the selected window. It does not count visits scheduled to take place in that window.
* **Ratings** summarizes the available order ratings; it does not mean every order received a rating.
The headline totals and comparisons do not always use the same calculation. Sales comparisons account for refunds. Order-count and average-order comparisons use submission dates for completed orders, while their headline values use completion dates. An order submitted one day and completed another can therefore affect them differently. Do not use the comparison to reconstruct a previous headline total.
A percentage next to a total describes a comparison, not that figure's share of all sales. An average can change even when the total rises, because the number of orders also changes.
## Platform and market notes
This selector changes the web dashboard's reporting window. It does not change a guest's order or filters on another page. Amounts use the selected shop's currency. Check the currency as well as the period when comparing locations.
In the mobile **Analytics** revenue report, the chart uses its selected period. The **Turnover** cards keep their own **Today**, **This week**, **This month** and **This year** windows, based on the shop’s calendar; the week starts on Monday. Changing the chart period does not change those windows. A selected chart point shows that point’s amount instead of the whole chart total, so read the date beneath it. Turnover card footers can show an average per transaction; they are hidden when a category name is selected.
## Troubleshooting
A zero value or +0.00% comparison can also appear when information is missing after a failed load. Refresh and compare with the relevant detailed report before treating it as a measured result.
A loading dash is not a finished result. Wait for the relevant card to load. If a period is empty, check the shop and try a longer period. Open **History** to inspect specific orders behind your sales activity.
If an access message appears, check your role before treating the missing information as zero business activity.
## Related guides
* [Search and filter order history](/en/history/search-and-filter-order-history)
* [Explore Analytics](/en/overview/use-advanced-analytics)
# Overview and analytics
Source: https://help.tapp.shop/en/overview/index
Review your shop’s activity and open detailed reports.
Start with the correct shop and reporting period. Overview brings together recent figures and pending bookings; Analytics provides more detail for Owners and Managers.
Find your way around the web app and choose the right shop before you make changes.
Review sales, orders, tips, ratings, team information and pending bookings for your shop.
Set the Overview time window and understand its totals, averages and comparison values.
Open detailed reporting for revenue, demand, menu, guests, bookings, voice ordering and activity.
Learn which reporting access requires an Owner or Manager and what to check when a report will not open.
See how your shop uses voice ordering and where recognition or manual corrections need attention.
Understand personal and team totals, reporting periods and reversals.
Compare sales, recorded margins and recent item revenue changes in the web and mobile apps.
Compare hourly revenue, completion times and weekday trends in the web and mobile apps.
Check which guests count as returning and how guest links and reporting periods affect the rate.
Compare cancellation, no-show, advance-booking and estimated response figures.
Understand seating-revenue, offered start times and table-session duration summaries.
Read average order value, included orders and refund-related counts in the web and mobile apps.
Understand item quantities, revenue shares and selecting a category in the web breakdown.
Inspect points, grouped periods, category quantities and the moving average.
# Navigate the web app and switch shops
Source: https://help.tapp.shop/en/overview/navigate-and-switch-shops
Find your way around the web app and choose the right shop before you make changes.
Use the side menu to move between your daily tasks and the shop picker to choose a location. Always check the selected shop before editing information, taking payment or reviewing its results.
## Who can do this?
The web shop picker lists locations where you are an **Owner or Manager**. Shops where you only work as Staff can be available in the mobile app. Your role can differ between locations.
## Where to do it
In the web app, open the side menu. The shop picker appears at the bottom of the side menu.
## Navigate and switch shops
1. Select a section such as **Overview**, **History**, **Menu** or **Point of sale**.
2. To change location, open the shop picker.
3. Choose the shop you want to work in.
4. Wait for the page to load that shop's information.
5. Check the displayed shop name before continuing your task.
The menu also provides access to bookings, guests, team members, shifts, notifications and other available tools. Administration links include shop details, settings, rooms and tables, devices and tipping settings where your role allows them.
The menu shows **Settings** to Owners. Owners and Managers see **Edit rooms and tables**, **Devices**, **Tipping** and **Offline orders**. A link appearing in the menu does not guarantee access to every action on that page.
If an **Unsaved changes** prompt appears, choose **Stay on this page** to return and save your edits first. **Leave without saving** discards those edits and continues to the selected page or shop. Save any work you want to keep before switching; not every screen shows this prompt.
## Use quick search
Choose **Search** at the top of the side menu, or press **Command+K** on a Mac or **Ctrl+K** on Windows. Type a page name, shop name or street address, then select a result. **Current** marks the selected shop under **Switch Shop**.
This menu searches its shortcuts and your available shops, not order contents or every app page. For a missing destination, use the side menu. Most shortcut labels are currently English. **Settings** appears for Owners; **Devices** and **Offline orders** appear for Owners and Managers.
Under **Actions**, **Toggle sidebar** collapses or expands the side menu. **Log out** signs you out. Save work before switching pages, changing shops or signing out; closing the search menu does not save your edits.
## Platform notes
This guide describes the web app. The mobile app uses a different navigation layout. Check the selected shop there too before starting a task.
Switching shops selects an existing membership. It does not invite you to a new location or change your responsibilities. Ask an Owner if a shop you need is missing.
For Owners and Managers, the mobile home screen offers shortcuts such as **Bookings** and **Live floor**. **Work** opens a choice between **Manage shifts** for the team and **My work** for your own work. Available shortcuts can vary.
If **Explore the web dashboard** appears, it opens an information panel. Open the displayed address on your computer; the address is selectable text, not a button that opens the web app on your phone.
## Market notes
Each shop keeps its own currency and business settings. When moving between Great Britain and Germany, review the shop details and the amounts shown before editing prices or taking payments.
## Troubleshooting
If the previous shop's information remains visible, wait for loading to finish. Before refreshing, save any edits you want to keep, then check the picker again. If access is unavailable, confirm your role for this specific shop with an Owner. Repeatedly switching locations does not change that role. Deactivated shops are also excluded from the shop list.
## Related guides
* [Switch between shops](/en/shop-overview/switch-shops)
* [Understand the Overview dashboard](/en/overview/understand-overview-dashboard)
* [Understand Staff access to reporting](/en/overview/analytics-access-for-staff)
# Read the Analytics revenue chart
Source: https://help.tapp.shop/en/overview/read-revenue-chart
Inspect revenue points, understand grouped periods and distinguish order volume from category item quantities.
Use the revenue chart to compare sales over time. Read the period and selected category alongside the amount: moving over the chart changes what the headline represents.
## Who can do this?
**Owners and Managers** can open this shop-wide report. Staff access to personal reporting does not include this analysis.
## Where to do it
1. In the web app, open **Analytics** and choose **Revenue & Orders**.
2. Confirm the shop and select **All categories** for the whole-shop chart.
3. Choose the reporting period at the top of the page.
4. Move the pointer across the chart. The headline changes to the selected point’s amount, with its date or date span underneath. The detail box shows **Total turnover** and **Volume**.
5. Move the pointer outside the chart to restore the total for the selected reporting period.
Changing the period or loading new points clears the selection. Hovering shows information; it does not open orders or change any sales records.
## Understand the time groups
For **All categories**, the chart groups its included data as follows:
| Reporting period | Each point combines |
| - | - |
| Last 7 days or Last month | One day |
| Last 3 months | One Monday-based week |
| Last year | One calendar month |
| All time | One calendar month, with the date-label limitation below |
The first and last groups may cover only part of the week or month because the selected reporting period cuts through them. A full week or month shown beneath the headline does not add sales from outside that period.
This differs from the Overview dashboard, where repeated week labels can still refer to daily points. All categories also omits intervals with no returned sales rows; a connecting line does not supply a missing daily result.
## Read amounts and volume
With **All categories**, amounts sum the recorded totals of orders currently paid or completed, filtered to the shop’s currency. **Volume** counts those orders. Orders in a refund state are excluded, so later refunds can change earlier periods. The order’s completion time is used when available, otherwise submission or creation time.
Selecting a category changes both measures: revenue uses that category’s included item-line totals, while **Volume** counts item quantities. Three coffees in one order count as three units in the category view. Current item-category membership is used, so moving items can change earlier comparisons.
The category view can include zero-filled intervals that the All categories view omits. Its **All time** grouping can also change from months to years when the included order history spans more than three years. Do not compare chart shapes without checking the view and period.
## Understand the moving average
**Moving average** smooths nearby plotted revenue amounts to make the shape easier to follow. It is not a forecast, an extra revenue total or a fixed number of calendar days. Read the selected point’s turnover for the actual plotted amount, rather than estimating it from the smoother line.
## Platform and market notes
In the mobile app, tap near a plotted point, or press and hold then slide across the chart. Read the selected amount and date; release a drag to restore the period total. Labels and the moving-average line appear during selection. Mobile **Turnover** cards keep their own [reporting periods](/en/overview/dashboard-reporting-periods-and-kpis).
Check the shop and currency before comparing locations. The All categories reporting boundaries use UTC, while daily revenue is grouped by the shop’s local date; boundary-day comparisons can therefore differ from local calendar totals.
## Troubleshooting
In **All time** with **All categories**, monthly points can show weekday labels and a date span extending to year-end. Use **Last year** for monthly date comparisons instead of relying on that span.
A dash during loading or an error is not a zero result. Use retry when an error appears. If the chart is empty, check the period and category, refresh and contact **Tapp support** if the result remains unexpected.
## Related guides
* [Understand order statistics](/en/overview/understand-order-statistics)
* [Compare category sales](/en/overview/compare-category-sales)
# Review booking capacity and table time
Source: https://help.tapp.shop/en/overview/review-booking-capacity-and-table-time
Read seating-revenue, booking fill and table-duration figures in the mobile app, with their calculation limits.
Use the capacity figures to compare your configured seating and booking schedule with recorded activity. These are summary measures; they do not show which seats or tables are occupied right now.
## Who can do this?
**Owners and Managers** can open this report for their shop. Staff access to bookings or the live floor does not include this Analytics report.
## Where to do it
In the mobile app, open **Analytics** and choose **Bookings & Capacity**. Check the selected shop.
## Review the capacity figures
1. Choose the main reporting period for the booking cards.
2. Read **RevPASH** and its seat-hours count. Use the explanation below before comparing shops.
3. Read **Booking fill rate** together with its booking and slot counts. Use a period no longer than one year for this comparison.
4. Scroll to **Table turn time**. Check its displayed period and update date separately.
5. Read the information notes and any small-sample warning. Refresh the report when checking recent changes.
## Revenue per available seat-hour
**RevPASH** divides included revenue by available seat-hours. Seat-hours are the current total seats configured on the shop’s tables multiplied by opening hours across the selected dates.
Revenue includes paid or completed orders in the reporting currency, excluding refunded orders. It is not restricted to orders linked to a table. Opening hours account for the configured schedule and its exceptions; overnight opening is attributed to the day it starts.
The calculation applies today’s configured seat count throughout the period. It does not reconstruct earlier floor layouts. Changing table seats can therefore change comparisons for earlier periods. A missing value can result from unavailable opening-hours information or no available seat-hours. Check [tables and seats](/en/rooms-and-tables/manage-tables) and shop hours if it is unexpected.
## Booking fill rate
The numerator counts bookings currently **Confirmed** or **Archived** with visit dates in the selected period. The denominator counts the distinct offered booking start times on those dates. Several bookings can share a start time, so this percentage can exceed 100%.
This is not seat or table occupancy. Archived bookings may include cancelled visits. The filled bar stops at 100%, so read the printed percentage and counts. Booking intervals, visit durations and opening hours affect how many start times are offered. Missing schedule information can make the comparison incomplete.
For periods longer than 366 days, only the first 366 days contribute start times, while the booking count covers the whole period. Avoid using a longer period to judge this rate. A dash means there are no usable start-time totals, not proof that no bookings exist.
## Table turn time
This section uses nightly updated table-session summaries and ignores the main period selector. Read its own displayed window. It groups sessions by party size: **1–2**, **3–4**, **5–6** and **7+ guests**.
Read **Typical turn time**, **Table sessions** and the duration beside each group. The durations combine middle times from the underlying groups, weighting groups with more sessions more heavily. They are not exact medians of all individual visits. Missing groups have no counted sessions in the returned summary; the bars do not open booking details.
Check the nightly update date before relying on recent activity. This is a summary of recorded table sessions, not a promise that a particular table will become available after that duration.
## Platform and market notes
These steps cover the mobile report. Revenue uses the shop’s reporting currency. Booking fill and table-session durations are independent of currency. Compare only figures with compatible periods and configuration.
## Troubleshooting
Use retry when a section shows an error. Check the selected shop, reporting period, configured seats and opening hours. An unavailable or limited sample does not establish zero activity. Contact **Tapp support** if the settings look correct but the figures remain unavailable or inconsistent.
## Related guides
* [Review booking outcomes and timing](/en/overview/review-booking-outcomes-and-timing)
* [Configure booking settings](/en/bookings/configure-booking-settings)
# Review booking outcomes and timing
Source: https://help.tapp.shop/en/overview/review-booking-outcomes-and-timing
Understand cancellation, no-show, booking lead-time and estimated response-time figures in the mobile app.
Use the booking report to review requests and visit outcomes. The cards count different groups of bookings, so read their definitions before comparing percentages or totals.
## Who can do this?
**Owners and Managers** can open these reports for their shop. Staff access to managing bookings does not include this Analytics report.
## Where to do it
In the mobile app, open **Analytics** and choose **Bookings & Capacity**.
## Read the booking cards
1. Check the shop and select the main reporting period.
2. Read the figure and the counts beneath each card together.
3. Tap the information button for its explanation. Read any additional notes or small-sample warning.
4. Use the definitions below to distinguish bookings created in the period from visits scheduled in the period.
## Cancellation rate
**Cancellation rate** uses all bookings created in the selected period. Its cancelled count includes bookings currently **Denied**, plus requests still **Pending** whose reservation date is before today in the shop’s local time.
The calculation does not automatically cancel those pending requests. It also does not count every cancellation action: cancelling a confirmed booking in the web app archives it, and archived bookings are not included in this cancelled count. Read the [booking-status guide](/en/bookings/manage-booking-status) when checking individual cases.
## No-show rate
**No-show rate** uses reservation dates within the selected period that are before today in the shop’s local time. It divides bookings marked **No show** by past bookings currently **No show**, **Confirmed** or **Archived**. Pending and denied requests are excluded.
A visit earlier today is not yet in this calculation. Archived status does not prove attendance, so review individual booking histories before treating this rate as a complete record of who arrived.
## Booking lead time
**Booking lead time** shows the middle time between creating a booking and its scheduled visit. It uses bookings created in the selected period, excluding walk-ins and bookings entered after their scheduled visit time. It is not limited to bookings whose visit falls in that period.
The count labelled **same-day** means less than 24 hours ahead. It can include a booking made before midnight for a visit the following day. The figure measures advance notice rather than whether the guest attended.
## Estimated response time
**Response time (est.)** uses currently confirmed or denied bookings created in the selected period, excluding walk-ins. It measures creation to the booking’s latest recorded update, then shows the middle duration.
Later edits can increase that duration. Archived bookings are excluded. Treat the value as an estimate, rather than a precise timestamp of the first confirmation or rejection.
## Platform and market notes
These steps describe the mobile report. Booking counts and timing do not depend on currency. The selected period applies differently to each card; the nightly table-duration section uses its own displayed window.
## Troubleshooting
Use retry if the booking figures are replaced by an error. Refresh the report after checking the shop, period and saved booking statuses. A dash is unavailable data, not a confirmed zero; a missing warning does not establish complete records.
If a count seems wrong, check both the booking’s creation date and reservation date. Do not change booking status merely to improve a metric. Contact **Tapp support** if the recorded booking and report remain inconsistent.
## Related guides
* [Review booking capacity and table time](/en/overview/review-booking-capacity-and-table-time)
* [Manage booking status](/en/bookings/manage-booking-status)
# Review busy hours and service time
Source: https://help.tapp.shop/en/overview/review-busy-hours-and-service-time
Find revenue peaks, compare order completion times and read weekday trends in the web and mobile apps.
Compare when your shop earns revenue and how long orders take to complete before changing staffing or service arrangements.
## Who can do this?
**Owners and Managers** can open these reports for their shop. Staff access to personal reporting does not include this analysis.
## Where to do it
In the web app or mobile app, open **Analytics** and choose **Demand & Time**. Check that you have selected the right shop.
On the mobile Analytics overview, the small Demand chart shows order counts by hour, while **Peak hours** shows revenue. The highlighted hour can therefore differ. The overview’s headline order count follows the selected category; its small chart includes all categories. Tap the card to open the report rather than individual order details.
## Review hourly revenue
1. Choose the main reporting period.
2. In **Peak hours**, read **Total revenue** and **Total orders**.
3. Find the highlighted **Peak hour**. This is the hour with the highest revenue, which can differ from the hour with the most orders.
4. On the web, hover over a bar for that hour’s revenue and order count. On mobile, tap a bar; tap outside the detail card to close it.
Each bar combines the same hour across the dates in the report. Hours use the shop’s local time. Revenue is assigned to completion time when available, otherwise submission time or order creation time. The totals include orders currently paid or completed; refunded orders are excluded.
## Compare service times
Scroll to **Service speed**. Each bar shows the middle completion time for orders that started during that hour. The hour with the highest middle time is highlighted. Hover over a bar on the web, or tap it on mobile, for the middle time, **p90** and included order count. The p90 value is a time within which roughly nine out of ten included orders completed.
**Typical service time** combines the hourly middle times, giving more weight to hours with more orders. It is not the exact middle time of all orders together. Read the included order count alongside it.
Time runs from submission to completion, using creation time if submission time is missing. For table orders, this can span the whole visit. The report includes orders with a recorded completion in the selected period, even if they were later refunded. Negative durations and durations of 24 hours or more are excluded. Its order count can therefore differ from the revenue report.
## Read weekday changes
**Weekday vs baseline** uses nightly updated figures independently of the main period selector. It compares each weekday’s average from its latest four available daily totals with up to eight earlier totals for that weekday. For example, Mondays are compared with earlier Mondays.
Read the percentage beside each bar: positive means a higher recent average, negative a lower one. A dash means no comparison is available, not zero revenue. These rows do not open an order list.
Check the displayed update date and any limited-history warning. Missing daily records can make the comparison less representative of the calendar weeks named in the subtitle.
## Platform and market notes
Both apps use AM and PM for hourly labels, including in German: 12 AM is midnight and 12 PM is noon. Revenue uses the shop’s currency; service durations do not depend on currency.
## Troubleshooting
If the web charts are missing, return to **Revenue & Orders**, choose **All categories**, then reopen **Demand & Time**. A category selected elsewhere hides these web charts.
Retry a section showing an error. Refresh and check the shop and period. The main period does not change the weekday comparison.
The peak-hours section can be empty when no hour has positive revenue, even if zero-value orders exist. Service times need a recorded completion and an eligible duration. Treat an empty section or a small-sample warning as a reason to check the available data before drawing conclusions. Contact **Tapp support** if results remain unexpected.
## Related guides
* [Explore Analytics](/en/overview/use-advanced-analytics)
* [Choose reporting periods](/en/overview/dashboard-reporting-periods-and-kpis)
# Compare menu item performance
Source: https://help.tapp.shop/en/overview/review-menu-item-performance
Use the web or mobile menu report to compare sales, recorded item margins and changes in item revenue.
The mobile Menu overview’s small ring shows category revenue shares for the main period, across all categories. Tap the card to open the report. Its detailed breakdown has a separate period, initially seven days, and starts with transaction shares.
## Who can do this?
**Owners and Managers** can view these reports for their shop. Staff reporting access does not include this analysis.
## Where to do it
1. In the web app or mobile app, open **Analytics** and choose **Menu & Products**.
2. Check the shop and choose **All categories**. Selecting a category hides the product-mix chart and item-revenue comparison.
3. Choose the main reporting period for **Product mix**. **Avg basket size** shows the average number of items per included order, with item and order totals underneath.
4. Find **Menu engineering**, the chart comparing items. Read the vertical-axis label and the cost-coverage note before interpreting it.
5. Hover over a dot on the web, or tap it on mobile, for the item, category, units sold, value and group. On mobile, tap again to clear the selection.
6. Use **Expand chart**. Scroll to zoom on the web; pinch to zoom on mobile. Drag to move around. **Reset zoom** restores the full view; close it to return.
## Read the item comparison
Each dot represents an item sold in the period. The horizontal axis shows units sold; the vertical axis depends on recorded costs:
* **Profitability (margin)** uses the item’s current base price minus its recorded cost per item. This is a per-item amount, not total profit for the period or the exact margin on every historical sale.
* **Revenue (period total)** shows the item’s revenue during the period. The whole chart uses this view if any included item lacks a recorded cost. A high revenue position does not establish a high margin.
The dividing lines mark the middle values. In this table, “High” means at or above the middle value; “Low” means below it:
| Group | Units sold | Margin or revenue |
| - | - | - |
| Star | High | High |
| Plowhorse | High | Low |
| Puzzle | Low | High |
| Dog | Low | Low |
Changing the period or recording costs can change an item’s group. Check prices and costs before acting.
## Check how often a category is ordered
Select a category in **Menu & Products**. **Orders with category items** shows the share of included paid or completed orders containing at least one item from that category. Each order counts once, even with several matching items. The counts beneath the percentage show matching orders out of all included orders.
This figure follows the main period. The breakdown below also follows it on the web; on mobile, the breakdown has its own period selector. Moving items between categories can change comparisons for earlier periods. Select **All categories** to restore the whole-menu charts. A dash is not a confirmed zero; use retry if an error appears.
## Compare recent revenue changes
**Item velocity** compares current and previous revenue from the latest nightly update. It does not follow the main reporting period. Read the percentage beside an item. Hover on the web, or tap on mobile, for current and previous revenue.
The first group includes increases and unchanged revenue; the second includes declines. Each shows up to ten items. The list is incomplete. Items without a percentage comparison are omitted, including those with no revenue in the previous window. Use the percentage and detail amounts rather than bar length alone when comparing changes.
## Platform and market notes
Check your shop’s currency before comparing locations.
## Troubleshooting
If the chart is missing, select **All categories**. An empty chart can also follow a loading failure; it does not confirm that no sales occurred. Refresh and check the shop and period. Use retry when a section shows an error.
Check the displayed update date before relying on nightly figures. If the chart uses revenue, review the cost-coverage note and [record item costs](/en/menu/record-item-costs). Contact **Tapp support** if figures remain unavailable or unexpected.
## Related guides
* [Explore Analytics](/en/overview/use-advanced-analytics)
* [Choose reporting periods](/en/overview/dashboard-reporting-periods-and-kpis)
# Review voice-ordering analytics
Source: https://help.tapp.shop/en/overview/review-voice-ordering-analytics
See how your shop uses voice ordering and where recognition or manual corrections need attention.
Use voice-ordering analytics to review how often your team uses voice capture and where the results need attention. The report combines usage, editing, recognition speed and a daily activity chart for the selected shop.
## Who can do this?
**Owners and Managers** can view the report. Staff cannot open these shop-wide voice analytics.
## Where to do it
In the web app, open **Overview**, select **View analytics**, then open **Voice orders**.
## Review voice ordering
1. Check the shop in the shop picker.
2. Choose a reporting period.
3. Read the usage card and the displayed counts of voice orders and total orders.
4. Review the cards for orders used without changes, manual edits and phrases that could not be matched to menu items.
5. Check recognition time and microphone time to understand the time spent capturing orders.
6. Hover over the daily chart to see voice-order counts and the available rate for orders used without changes.
Read the information notes beside the figures. The cards measure different parts of the ordering process; they are not interchangeable percentages that should add up to 100%.
## What the figures tell you
Manual edits include changes to recognized items and removals. An unmatched phrase means recognition could not connect some spoken wording to a menu item. It does not mean that every part of the order failed.
Recognition time measures successful attempts to interpret speech. The typical and slower-result values help distinguish normal processing from delays; they do not measure the whole checkout. Microphone time averages available recording durations for voice sessions submitted as orders, excluding abandoned or failed sessions.
Voice-order counts reflect submitted voice sessions, not successful payments. The total-order count excludes draft baskets but can include cancelled or unpaid orders. A voice count can remain after its linked order is deleted, so do not use these figures to reconcile revenue.
The edit rate includes recorded outcomes from abandoned sessions as well as submitted ones. The unmatched-phrase rate counts successful interpretation attempts with at least one unresolved phrase; it is not the percentage of individual words recognized incorrectly.
Daily groups use UTC dates. Activity near midnight can therefore appear on a different day from your shop's local reports. Retention cleanup removes speech content while keeping summary measurements, so older figures may remain after recordings and transcripts are unavailable. Cleanup also removes unmatched-phrase details while those attempts remain in the report’s total. The unmatched rate can therefore fall after cleanup without recognition improving. Avoid comparing this rate across periods with different amounts of retained speech data.
## Platform and market notes
This report is in the web app and summarizes voice ordering used in the mobile app. It is available to the same roles in Great Britain and Germany.
The longest voice-reporting window is 365 days. Selecting the maximum-history option uses this one-year limit; check the period shown on the report.
## Troubleshooting
A dash means there is not enough information to calculate that rate, rather than a measured zero. If the chart has no voice orders, check the shop and period. Use the retry action if loading fails. Confirm your Owner or Manager role if access is restricted.
## Related guides
* [Explore Analytics](/en/overview/use-advanced-analytics)
* [Understand Staff access to reporting](/en/overview/analytics-access-for-staff)
# Review personal and team tip shares
Source: https://help.tapp.shop/en/overview/review-your-tip-shares
Check your own tips or a team member's total and understand periods, refunds and missing amounts.
Use the tip summary to review amounts assigned to a person in the selected shop. The total includes recorded shares and subtracts reversals such as refunded tips. It does not confirm a payout to the person's bank account or a cash handover.
## Who can do this?
Staff can see their own total on the staff home screen. Owners and Managers can review a team member's total from that person's details. Staff cannot use this report to see other people's shares or the shop's unassigned tips.
## Where to do it
In the mobile app, Staff open the home screen and find **My tips**. Owners and Managers open **Team**, choose the person and find **Tips** in their details. Select the intended shop before comparing amounts.
## Choose a period
1. Find the tip summary and wait for it to load.
2. Select **7D**, **1M**, **3M** or **1Y**.
3. Read the amount in the shop's currency.
4. On **My tips**, check the comparison with the preceding period when a percentage is shown.
5. Revisit or refresh the screen to bring the period up to date.
The choices cover the last 7, 30, 90 or 365 days, ending when the period is refreshed. They are not calendar weeks, months or years. Use the same period and refresh time when comparing two views.
## Understand what the total includes
A share belongs to the period when it was assigned. A later reversal belongs to the period when that reversal was recorded. For example, a tip assigned last month and refunded this week can reduce this week's total even though the original positive amount is outside the selected period.
A manual assignment made today can appear in today's period even if the guest left the tip earlier. Unassigned tips do not count toward anyone's personal total until they are assigned.
A zero total can mean there were no shares, or that positive shares and reversals cancelled each other out. A negative total can occur when reversals outweigh new shares. Do not treat either result as proof that no guest left a tip.
## Read the comparison
**My tips** compares the selected window with the immediately preceding window of the same length. If the previous total was zero, no percentage is shown. The team member's detail summary does not show this personal trend comparison.
Changes in the sharing rule, assignments and refunds can affect the comparison. It is not a measure of payment success, hours worked or money paid out.
## Platform notes
### Review an employee in the web app
As an Owner or Manager, open the staff page and select a person. Under **Statistics**, choose a period and read **Tips**. This is the person's net assigned amount, with the same treatment of reversals described above.
Choose the last 7, 30, 90 or 365 days. These are rolling periods, not calendar months. Returning focus to the browser refreshes the end of the reporting window.
The web summary has no personal trend percentage. Managers review unassigned tips separately on the staff page. A tip collected for the shop and the share assigned to one person are different amounts.
## Market notes
These views apply in Great Britain and Germany. Check the currency and selected shop before comparing totals across locations.
## Troubleshooting
A person’s summary can become unavailable if the app cannot confirm them in the current shop team. Reopen their details and check the shop. This does not prove their recorded shares were removed.
If **Tips could not be loaded** appears, choose **Try again**. A loading error is not a zero balance. If a share is missing, check the period, shop, any later assignment and refunds. Ask an Owner or Manager to review an unassigned tip. Contact Tapp support if the amount remains unexplained.
## Related articles
* [Choose how tips are shared](/en/settings/configure-tip-sharing)
* [Collect a tip during checkout](/en/point-of-sale/collect-a-tip-at-checkout)
* [Understand the overview dashboard](/en/overview/understand-overview-dashboard)
* [Assign unallocated tips](/en/staff/assign-unallocated-tips)
# Understand order values and refund statistics
Source: https://help.tapp.shop/en/overview/understand-order-statistics
Check which orders contribute to average order value, order counts and the refund rate in Analytics.
Use the order statistics to compare your shop’s sales activity. Read the counts and dates alongside each percentage: these figures describe different groups of orders.
## Who can do this?
**Owners and Managers** can view these shop-wide reports. Staff access to personal reporting does not include this analysis.
## Where to do it
1. Open **Analytics** in the web app or mobile app.
2. Choose **Revenue & Orders** and confirm the selected shop.
3. Select **All categories** and choose the main reporting period.
4. Find **Order health** beneath the revenue chart.
5. Wait for **Avg order value**, **Refund rate** and **Realized orders** to finish loading, then read the counts beneath the first two figures.
These cards summarize the report; tapping a value does not open an order list. Use [History](/en/history/search-and-filter-order-history) to inspect individual orders.
## Read the order count and average
**Realized orders** counts orders that are currently paid or completed. Despite the label’s explanation in the app, payment is enough: an order does not need to be completed. Orders with a completed, pending or failed refund are excluded from this count.
Orders are assigned to their completion date when available, otherwise their submission date or creation date. The count includes each qualifying order once, rather than counting items or payment attempts.
**Avg order value** divides the total value of those included orders by their number and rounds the result for display. The count underneath shows how many orders contributed. It is an average across the whole selected period, not an average of daily averages. With no included orders, the average is unavailable rather than zero.
Because these figures use current order states, a later refund can change an earlier period’s count and average. They can differ from the web Overview dashboard’s completed-order totals.
## Understand the refund rate
**Refund rate** counts orders with completed, pending or failed refunds. The word “refunded” beneath the rate therefore does not confirm that every customer has received their money.
The percentage is the refund-related order count divided by that count plus the included paid or completed order count. For example, two refund-related orders and eight paid or completed orders give 20%. It is a share of orders, not of money.
Refund-related orders use the recorded refund completion date, otherwise the refund initiation date, otherwise the refund failure date. If none is recorded, the order’s completion, submission or creation date is used. A refund for an older sale can therefore enter the current period. Do not interpret the percentage as the successful refund rate of only the sales made during that period.
Check the individual order’s refund status if you need to establish whether a refund finished.
## Platform and market notes
The web app hides these cards when a category is selected. Choose **All categories** to restore them. In the mobile app, the cards remain visible and cover all categories even when the revenue chart is filtered.
Figures use the selected shop’s currency. Reporting date boundaries use UTC and can differ from the shop’s local calendar day. The apps can also choose different current dates near midnight. Check the displayed period and individual order times when reconciling a boundary-day difference.
## Troubleshooting
A loading dash is not a result. With no eligible orders, counts can be zero while averages and rates remain unavailable. If any of these statistics fails to load, the section shows an error; use its retry action.
Read any small-sample warning before drawing conclusions. A missing warning does not guarantee complete information. Refresh and check the shop, period and order statuses if figures remain unexpected. Contact **Tapp support** if you cannot resolve the difference.
## Related guides
* [Choose reporting periods](/en/overview/dashboard-reporting-periods-and-kpis)
* [Explore Analytics](/en/overview/use-advanced-analytics)
# Understand the Overview dashboard
Source: https://help.tapp.shop/en/overview/understand-overview-dashboard
Review sales, orders, tips, ratings, team information and pending bookings for your shop.
Overview brings your shop's main figures and pending bookings together. Use it for a quick check of recent activity, then open the relevant page when you need to act on an order, booking or team record.
## Who can do this?
The complete dashboard is available to **Owners and Managers**. Staff may see the Overview link and some information, but some reports are unavailable or limited to their own work.
## Where to do it
Choose **Overview** in the web app and confirm the shop shown in the shop picker.
## Review your dashboard
1. Select the shop you want to review.
2. Choose the reporting period near the top of the page.
3. Read sales and order totals alongside their charts. These headline totals cover completed orders, not every paid order.
4. Check the separate cards for collected tips, average order value, confirmed bookings and ratings.
5. Review the team section and pending bookings below the figures.
6. Open **History**, **Bookings** or **View analytics** when you need more detail.
The team section shows up to five members, prioritizing the highest ratings. If nobody has a rating, it shows the first available members instead. It is not a complete attendance record or a list of everyone currently at work. Use the team and shift tools for those tasks.
The pending-bookings list is an operational list and does not use the reporting period selected above. Do not assume that it has the same meaning as the confirmed-booking total above it. A pending booking still needs attention according to your booking workflow.
## Reading empty and loading states
Cards load separately. A dash can appear while data is loading or when no rating is available. An empty team section can mean no members were returned or the information could not be loaded.
Some failed loads can appear as zero sales, orders, tips or bookings, without a separate error message. A displayed zero or unchanged comparison is therefore not proof that no activity occurred. Refresh the page and check the relevant detailed report if a value is unexpected.
Check the shop, reporting period and any message shown before deciding that an empty section indicates a problem. A missing report because of your role is different from a report containing no activity.
## Platform and market notes
This layout belongs to the web app. The mobile app offers its own views of shop activity. Dashboard amounts and dates are formatted for the selected shop; switching locations changes which shop you are reviewing.
On the mobile home screen, pull down to refresh selected information. This does not reload every card. The spinner stopping does not prove the refresh succeeded. Check the relevant order, booking or report if a figure remains unexpected.
On the mobile home screen, **To do** links to **Pending bookings**, **Incomplete orders** and, when available, **Payments on this device**. Open the relevant list to review the actual records. The pending-booking badge covers up to 100 loaded bookings, so it may not show the full backlog. The device-payment badge can differ from the order list. A missing number does not prove nothing needs attention: loading or unavailable data can hide it. An **!** marks a setup task, not a record count.
## Troubleshooting
If a recent order is missing from the figures, check it in **History**, then refresh Overview. If the dashboard and a detailed report show different totals, compare their dates and metric descriptions before assuming they should match. Overview’s headline totals and comparison percentages can also use different date rules or refund handling; see the period guide below.
## Related guides
* [Choose dashboard periods and read key figures](/en/overview/dashboard-reporting-periods-and-kpis)
* [Explore Analytics](/en/overview/use-advanced-analytics)
# Understand your repeat guest rate
Source: https://help.tapp.shop/en/overview/understand-repeat-guest-rate
Read the mobile guest report and understand which guests and orders contribute to the returning-guest percentage.
Use the repeat guest rate to see how many guests in a reporting period had ordered from your shop before that period. The figure depends on orders being linked to guest profiles.
## Who can do this?
**Owners and Managers** can open this report for their shop. Staff access to guest profiles does not include this Analytics report.
## Where to do it
In the mobile app, open **Analytics** and choose **Guests & Retention**. Check the selected shop before comparing figures.
## Read the report
1. Choose the main reporting period.
2. Read **Repeat guest rate** and the returning and total guest counts beneath it.
3. Tap the information button beside the figure for its explanation. Read any additional notes or small-sample warning before relying on the percentage.
4. Change the period if you want another comparison. Refresh the report to request updated figures.
Each guest profile with an included order during the period counts once in the total. More orders from the same profile do not increase the guest count. A profile counts as returning only if it also has an included order from before the start of the selected period.
For example, if four guest profiles have included orders during the period and one also ordered before it, the repeat guest rate is 25%. A guest placing two orders for the first time during the selected period still does not count as returning for that period.
## Understand what is included
The report uses orders currently paid or completed, linked to a guest profile. Refunded orders and orders without a guest association do not contribute to the guest counts. Both the current-period orders and the earlier orders are checked for the selected shop and its reporting currency.
Changing the period changes the boundary between earlier and current orders, so the same guest can count differently. A refund can also change whether a guest has a qualifying earlier order.
The rate describes recorded guest profiles, not every person who visited. Orders without a linked profile leave gaps. Separate profiles for the same person can split their history. Use the existing guest profile when [attaching a guest to an order](/en/guests/create-or-attach-guest-at-pos), after checking their details.
## Platform and market notes
These steps cover the mobile report. Compare shops only after checking the period, currency and how consistently orders are linked to guests. The report does not combine a person’s history across shops.
## Troubleshooting
A dash means the percentage is unavailable; it is not a confirmed zero. Use the retry action if the report shows an error, or refresh and check the selected shop and period.
For an unexpected result, [review the guest’s profile and order history](/en/guests/view-guest-profile-and-history) and check the guest association and order status. Guest-profile history can use different periods and counting rules, so its totals need not match this report. Contact **Tapp support** if expected orders remain missing.
## Related guides
* [Explore Analytics](/en/overview/use-advanced-analytics)
* [Find and filter guests](/en/guests/find-and-filter-guests)
# Explore Analytics
Source: https://help.tapp.shop/en/overview/use-advanced-analytics
Open detailed reporting for revenue, demand, menu, guests, bookings, voice ordering and activity.
Explore your shop’s Analytics reports.
## Who can do this?
**Owners and Managers** can open these reports for their shop. Staff access to personal performance information does not include advanced Analytics or voice-ordering analytics.
## Where to do it
Open **Overview** in the web app and select **View analytics**. Check the shop.
## Explore a report
1. Choose the time window at the top of Analytics.
2. Open the card for revenue, demand, menu, guests or bookings.
3. Read the main figures and charts together with their explanations.
4. Expand the insight sections when available to read the observations for that area.
5. In revenue or menu reports, select a category if you want to narrow the view. Choose **All categories** to return to the whole-shop view.
6. Select the **Analytics** back link to open another card, including voice ordering or activity.
The period control offers seven days, one month, three months, one year and maximum history, initially seven days. A category selection can hide whole-shop figures and remains active on the Analytics overview, affecting revenue and order totals. For whole-shop comparisons, choose **All categories** in revenue or menu reports. Check each report’s scope and calculations.
## Understand the cards and insights
Cards introduce each subject. Read highlighted observations before making changes.
In mobile reports, tap the information button to read the explanation and **How it’s measured**. A small-sample warning means there is too little information to rely on the figures. No warning does not prove complete data. Menu margin reports also depend on recorded item costs.
**Insights** are separate from the chart period and category selection. Changing either filter does not recalculate these observations. Read the summary and expand the groups beneath it to see their explanations. An empty insight area does not establish that there are no issues with your shop.
The **Activity** view lists recorded shop changes separately from the reports. One edit can produce separate price and cost entries; multiple entries do not necessarily mean repeated edits. It does not use your selected report period. Select **Load more** to see older entries when that button is available. If the list fails to load, use the retry action before concluding that no changes were recorded.
## Platform and market notes
Mobile **Analytics** shares the main period selection across reports, but the [menu report](/en/overview/review-menu-item-performance)’s **Category breakdown** has its own period, initially seven days. Use the category button in the menu report to compare items within a category; **All categories** restores the category comparison. In the breakdown, choose **Transactions** or **Revenue**, then tap a chart segment to display its percentage. The cards below show both percentages. Check the breakdown’s own period before comparing it with another chart.
In mobile **Analytics**, open **Activity** to review shop changes. Scroll down to load older entries automatically and pull down to refresh. If an empty list shows an error, choose **Try again**. A later loading failure can leave existing entries visible without an error message; do not assume you have reached the complete history.
In mobile **Insights**, summaries start expanded and the groups below start collapsed. Tap a heading to open or close it. These observations use the latest available batch, independently of chart filters. Use **Try again** if loading fails. Missing badges on the overview cards do not prove there are no findings; open the report to check.
In mobile reports, a warning beside **Nightly data** means its timestamp is over 30 hours old. Check the displayed date before relying on the figures. No warning does not guarantee complete data.
## Troubleshooting
If a report is empty, check the shop, period and any additional filter. A failed load can leave the overview cards showing zero or a dash. Open the detailed report and check for errors before treating those values as confirmed results. Use the retry action where an error is shown. If access is unavailable, confirm that your role is Owner or Manager. Changing the period cannot grant access.
## Related guides
* [Understand the Overview dashboard](/en/overview/understand-overview-dashboard)
* [Understand Staff access to reporting](/en/overview/analytics-access-for-staff)
* [Review voice-ordering analytics](/en/overview/review-voice-ordering-analytics)
# Add a Fast Charge and VAT
Source: https://help.tapp.shop/en/point-of-sale/add-fast-charge-and-vat
Add a one-off amount to an order, choose its VAT rate and give it a clear description.
Use **Fast Charge** when you need to add an amount that is not a menu item. It adds a separate line to the current basket, alongside any products already selected. Adding the line does not take payment.
## Who can do this?
**Owners, Managers and Staff** can add a Fast Charge to an order for their shop.
## Where to do it
In the web app, open **Point of sale** and select the keypad button beside **Continue to payment**. Check that you are working in the correct shop before entering the amount.
## Add the amount
1. Enter the amount using the keypad. Digits fill the amount from the right: entering **1, 2, 3, 4** gives **12.34** in the shop's currency. Check the decimal position before continuing.
2. Use backspace to remove the last digit if the amount is wrong.
3. Select the displayed VAT rate to see the available choices. Check the selected rate for this sale; a rate may already be filled in.
4. Select **Add description** to explain what the charge is for. Enter a short, customer-friendly description, then press Enter or select outside the field.
5. Select **Add charge to tab**.
6. Review the new line and basket total before continuing to payment.
The amount you enter includes VAT. Choosing a rate splits this amount into the sale value and VAT; it does not add VAT on top.
The description is optional and can contain up to 120 characters. A clear description helps distinguish this charge from other items when you return to the order later.
**Check the amount again after editing the description.** Typing numbers or pressing Backspace while the description field is open can change the charge amount instead of editing the description.
## Leave without adding
Select **Back to order** to return to the basket without adding the amount. You can also use Escape. If you have already selected Add charge to tab, inspect the basket instead of entering the same charge again.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. The amount uses the shop's currency, and the VAT choices follow the shop's market. Fast Charge does not create a reusable menu product or offer that product's options.
For a regularly sold product, use its menu item so you can choose its available options. Follow your shop's agreed VAT treatment; the preselected rate is not a decision about what you are selling.
In the mobile app, the keypad also fills the amount from the right and shows a decimal point: entering 1, 2, 3, 4 displays **12.34**. Enter more than zero and no more than **9,999.99** in the order currency. Use backspace to correct the amount and **+** to add it to the basket. Mobile descriptions allow up to **64 characters**.
## Troubleshooting
If Add charge to tab is disabled, enter an amount greater than zero and make sure a VAT rate is selected. If the rate list has not loaded, wait or reopen the screen before proceeding.
If continuing to payment fails, check whether the charge is already in the basket before adding it again. Contact Tapp support if the order cannot proceed after you have checked the amount and rate.
## Related guides
* [Choose VAT for menu items](/en/menu/choose-vat-for-menu-items)
* [Start an order and build a basket](/en/point-of-sale/start-order-and-build-basket)
* [Take payment](/en/point-of-sale/take-payment)
# Apply a promotion or voucher
Source: https://help.tapp.shop/en/point-of-sale/apply-promotion-or-voucher
Choose an offer or enter a code, review the discount and confirm the final order total before payment.
Add an offer to the basket before collecting payment. You can choose an available promotion or enter the customer's code. Only one offer applies; another choice in the web picker replaces the previous selection.
## Who can do this?
**Owners, Managers and Staff** can apply eligible offers to their shop's orders. Creating and managing promotions is a separate task for Owners and Managers.
Browsing the promotion list currently requires an Owner or Manager. Staff can apply a valid code, but may be unable to load the list of offers. Ask an Owner or Manager to help when that list is unavailable.
## Where to do it
In the web app, open **Point of sale** and add products to the basket. Select **Add discount or code** below the order note to open the offer picker.
## Choose a promotion
1. Review the available promotions and choose the one intended for this sale.
2. If an offer requires a code, enter that code instead of trying to select the offer directly.
3. Check the discount name, amount and new total in the basket.
4. Review the products and quantities once more before selecting **Continue to payment**.
5. Wait for the payment choices and check the final amount before collecting payment.
An item-specific offer needs matching products in the basket. A promotion appearing in the picker does not guarantee that every basket qualifies.
## Enter a voucher or promotion code
Enter the code in the code field and select **Apply**. If it is accepted, the picker closes and the basket shows the discount. If it is rejected, read the message and check the code, current items and any minimum-spend requirement before trying again.
In the web app, the code discount is a preview based on the total when you checked it. After changing items or quantities, check the code again and compare the final amount at payment.
A code can have restrictions such as an active period or usage limit. Do not replace a rejected code with a guessed discount amount.
## Change or remove an offer
Open the picker to select a different offer. Use the **×** beside the basket's discount to remove it when that control is available. Check the updated total after either action.
Removing a newly selected offer can reveal an earlier discount already saved on the order. Check its name and total; remove the remaining discount too if it should no longer apply.
The offer is checked again when you continue to payment. If that check fails, the app shows an error and stops before opening the payment choices. Review the order again: the discount you saw earlier may no longer apply, and replacing an existing offer may already have removed the previous discount.
## Scan a voucher in the mobile app
In the basket, open **Add discount or code → Scan QR** and allow camera access. Scan one voucher QR. An accepted scan immediately applies the discount to the order. Check the basket’s discount and total. Remove an existing discount with the bin control before applying another.
If camera access is denied, choose **Open Settings**, allow access, then reopen the scanner. If no camera is available, enter the printed code manually. After a rejected or stalled scan, check the order before retrying or entering the code. Use a voucher QR, not a payment QR.
## Platform and market notes
Both apps support shops in Great Britain and Germany. Offers belong to the selected shop, and amounts use its currency. Check the shop when a code is unexpectedly unavailable.
If a payment has already started, return through the payment controls and verify its status before changing the offer. Do not ask the customer to use an earlier payment link after changing the total.
## Troubleshooting
If an offer cannot be selected or its details fail to load, check the basket and try again after the details load. If applying or removing it fails, inspect the current order total before taking payment. Contact Tapp support with the order number and displayed message if the amount remains unclear.
## Related guides
* [Start an order and build the basket](/en/point-of-sale/start-order-and-build-basket)
* [Take payment](/en/point-of-sale/take-payment)
# Add a guest or choose a table for an order
Source: https://help.tapp.shop/en/point-of-sale/attach-guest-or-table
Select a guest for a new order and understand when a table choice links the order to a visit.
Choose a guest before taking payment so their details are available with the order. For table service, check how you started the order: choosing a table in the basket is different from starting an order from a table's active visit.
## Who can do this?
**Owners, Managers and Staff** can select guests and view tables for their shop while preparing an order.
## Where to do it
In the web app, open **Point of sale**. Use **Add guest** or **Add to table** above the basket. Confirm the selected shop before choosing a guest or table.
## Add a guest to a new order
1. Select **Add guest**.
2. Search for the guest and check the matching details.
3. Select the guest to return to the basket.
4. Check the guest name shown with the order before continuing to payment.
To change the selection, reopen the guest picker and choose another guest. Selecting the same guest again removes the selection. Removing a guest from the basket does not delete their guest profile.
A selected guest's contact details can be filled into later payment or receipt forms. Check the recipient before sending anything. These steps describe choosing a guest for a new basket; do not assume that changing the displayed guest changes an order already submitted for payment.
## Choose a table in the basket
Select **Add to table** and browse the tables by room. Individual and combined tables may appear. Choose one table to return to the basket. Selecting the same table again clears that selection.
The color indicator gives a simplified view of table activity. For a combined table, it shows booking activity if any member table has an assignment. A table hidden from online booking can still be selected by staff.
Use **Live floor** to check the current visit before seating guests or adding to a running bill. The indicator does not confirm that a table is available: if current floor information could not be loaded, the picker can still show the table without booking activity.
**The basket's table choice currently changes the displayed table only. It does not attach the saved order to an active table visit.** Do not rely on the table name in the basket as proof that the order will appear on that table's running bill.
## Start an order linked to a table visit
Open **Live floor**, select the occupied table and use **Add order to table**. This starts the order for that active visit. Finish any other basket first, because starting from the table replaces the current basket. After submitting, return to the table and check that the order appears there.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. The mobile app has different controls. The shop selection determines which guests and tables you can choose.
## Troubleshooting
If a guest or table is missing, check the shop and search again. If no tables have been set up, ask an Owner or Manager to configure them. For an order missing from a table, check History before creating another order and contact Tapp support if its connection to the visit is unclear.
## Related guides
* [Manage an order from the floor](/en/live-floor/manage-order-from-live-floor)
* [Start an order and build the basket](/en/point-of-sale/start-order-and-build-basket)
* [Create or attach a guest at Point of sale](/en/guests/create-or-attach-guest-at-pos)
# Build an order by voice
Source: https://help.tapp.shop/en/point-of-sale/build-an-order-by-voice
Dictate items, check uncertain matches and correct the basket before choosing payment.
Build the basket by voice in the mobile app. Check it before payment.
## Who can do this?
Owners, Managers and Staff can use voice ordering for their shop when it is enabled and available. An Owner or Manager manages the shop's voice settings.
## Where to do it
Open **Voice ordering** from the mobile app's home screen. Check the shop. Allow microphone access; if blocked, use **Open Settings** on your device.
Read and close any introductory tips. Reopen **Voice ordering tips** under **Support** in **Profile settings** when available.
## Dictate the order
1. Tap the microphone to start and wait for **Listening…**.
2. Say products, quantities and options clearly, such as “Two colas and a pretzel.”
3. Say corrections, then check quantities: repeated items with the same option can combine.
4. Tap **Stop dictating** when finished and wait for processing to settle.
5. Review each item, quantity, option, note, unit price and total. Spoken **Note** text is not saved as an item note. Add important instructions as an order note in the basket and check they saved.
**Built-in mic active** disappears automatically while recording may continue. Rotating status messages indicate activity; they do not confirm basket accuracy.
Audio is recorded for order review. How long audio and transcripts remain available depends on the shop's retention settings.
## Resolve uncertain or missing items
Check **Is this right?** or “Cola — 0.3 l?”. Choose **Confirm** only when the existing item and option are correct, or select an alternative. If a swap fails, both items or neither may remain. Check the basket before payment.
For **Not sure — tap the right one**, **Which variation?** or **Sold out — pick a swap**, select the intended match and check the resulting basket line. Selecting a suggestion attempts to add one item; adjust its quantity if the customer requested more. The suggestion disappears before the save finishes. If saving fails, check the basket and add the missing item manually.
A **not added** or **Needs a choice — add it manually** notice means the item is missing from the basket. Dismissing that notice or dismissing suggestions does not add anything. Use **Add more items** to find and add the correct product manually when necessary.
Payment can become available while uncertain suggestions remain. Its availability does not mean every spoken item was added or checked.
## Make manual corrections
**+** and **−** change quantities; zero removes a line. You can edit while speaking. Changes appear before saving finishes. After an error, a removed line or earlier quantity may return. Wait and check the refreshed basket before retrying.
Use the microphone to resume dictating if more is needed. A recording stops at five minutes and can be resumed where offered. If the app says the dictation has reached its length limit, finish with manual edits instead.
## Continue to payment
After recording and processing finish, choose the payment action and select a method. Opening the method sheet does not itself submit or pay the order. Continuing with a method prepares the order and opens its payment flow. Complete that flow and verify its result.
If preparation fails, inspect the current order before trying again. Do not assume a return to the basket means a payment succeeded.
## Platform notes
If suggestions stop but the transcript works, check and complete the basket manually using the text. Stop dictating and check the final text and basket before leaving or choosing **Add more items**. Leaving while speech is still processing can lose the final words. Leaving the voice screen does not cancel the order.
## Market notes
The flow supports Great Britain and Germany. Speak in the shop's configured capture language and check the displayed currency and total.
## Troubleshooting
* If the microphone is unavailable, check permission and ask your manager to check the shop setting.
* After an interruption, words still being processed can disappear. Check the remaining text and basket before resuming; repeat only what is missing.
* Contact Tapp support if incorrect or missing items cannot be resolved manually.
## Related articles
* [Configure voice ordering](/en/settings/configure-voice-ordering)
* [Build a basket manually](/en/point-of-sale/start-order-and-build-basket)
* [Take payment](/en/point-of-sale/take-payment)
# Leave a payment, complete an order and send a receipt
Source: https://help.tapp.shop/en/point-of-sale/cancel-complete-and-receipt
Check an unfinished payment, finish a paid order and provide its receipt without collecting payment twice.
Before leaving a payment, decide whether the customer will pay later or the order should be cancelled. After payment, complete the order when service ends.
## Who can do this?
**Owners, Managers and Staff** can manage their shop's orders and send receipts.
## Where to do it
Use the web app's **Point of sale** payment screens. Use **History** to check the result or return to an order later.
## Leave an unfinished payment
1. Use the back action on the QR code, payment link or SMS screen.
2. Read the payment cancellation message and check the amount.
3. Choose **Don't cancel** to return to the payment, or confirm if you intend to stop it.
4. Check the order in History afterwards.
This path attempts to stop the active payment and leave the order for payment later. The screen can close even when that change fails, so do not assume the payment was cancelled or the order was saved as Pay later until you check its status.
**Done** on a QR code, payment-link or SMS screen leaves the order open and any sent payment link active. It clears the basket so you can serve the next customer. Return to the same order in History to check payment.
Choosing **Pay later** also leaves the bill unpaid. It is different from cancelling the whole order. If the customer reports a charge, resolve the existing payment before collecting money again.
## Cancel an existing order you are editing
When editing an order from History in the web app, **Delete order** appears above the basket. Check the order number: this cancels the whole order immediately, without another confirmation.
For a paid order that needs money returned, use the [refund guide](/en/history/refund-an-order).
## Cancel in the mobile app
In the mobile app, press and hold a **Submitted** or **Pay Later** order to open its actions. Choose **View details** to inspect it, or **Cancel order** to cancel it. Check the order number and amount in the confirmation, then confirm once. Closing the actions menu alone does not cancel the order.
On mobile Pay Later details and remote-payment screens, confirming cancellation closes the screen before it finishes. Refresh History after success or failure before retrying. A failed Pay Later cancellation can change status, items or prices; verify the result. Paid orders need the refund process.
## Complete a paid order
Wait for **Payment received**, then select **Mark order complete** once service is finished. The completion records who finished the order.
**Skip, next order** clears the basket for your next customer without completing that paid order. You can return to it in History and mark it complete later. Skipping does not refund or cancel the payment.
In the mobile app, choose **Mark order completed** on a paid order's receipt screen and wait. Success can return you to sales automatically. **Return to sales** alone does not complete the order. If completion fails or another device completed it, check the saved status before retrying.
## Send the receipt
After completion, choose Email or SMS, check the recipient and send. Use the full international phone number for SMS. A successful send returns you to the next order. You can also choose **Done, next order** and send the receipt later from History.
To print, open the order in History and use the shop's configured receipt printer. Check the result before handing the receipt to the customer.
## Platform and market notes
The mobile differences are described above; other steps use the web app. Both apply in Great Britain and Germany. When payment is sent to another device, check that device and History for the result. Returning to an empty basket does not confirm payment or cancellation.
## Troubleshooting
If completion fails, refresh History before trying again. If sending a receipt fails, correct the recipient and resend the same order's receipt; do not charge the customer again. Contact Tapp support with the order number when payment or cancellation remains unclear.
## Related guides
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
* [Resume an unfinished payment](/en/history/resume-payment-or-unfinished-order)
* [Complete a Pay later order](/en/history/complete-pay-later-order)
# Collect a tip during mobile checkout
Source: https://help.tapp.shop/en/point-of-sale/collect-a-tip-at-checkout
Let a guest choose a tip, check the updated total and continue with payment.
Guests can choose a tip during supported mobile checkout. Saving a tip does not collect payment; wait for the payment result.
## Who can do this?
Owners, Managers and Staff can take payment for orders in their shop. The guest chooses whether to leave a tip. Owners and Managers control the shop's tipping settings.
## Where to do it
In the mobile app, prepare the order and choose a payment method. If the order and device qualify, **Add a tip?** appears before payment starts. Check the order and shop before handing the device to the guest.
## Let the guest choose
1. Ask the guest to review the displayed order amount.
2. Let them select a suggested amount, or choose **Custom** if available. Custom entry offers **Percent** and **Amount**; check the displayed limit and calculated amount.
3. Let them choose **Add tip** to confirm, or **No tip** to continue without one.
4. Wait while the choice saves. If it fails, follow the displayed message; **Try again** retries the choice. If the selection is no longer available, choose another amount.
5. Check the updated payment total and complete the selected payment method. Confirm the payment result on the same order.
Suggestions depend on the order amount; fixed suggestions above the limit are not offered. A changed total may require a fresh tip choice. Review it with the guest.
## Change a tip before payment
When **Change tip** is available in the payment choices, use it to remove the pending tip. Wait for the update, then choose the payment method again to make a new selection. Merely opening the payment choices does not remove the existing tip.
Changing a tip is unavailable while a payment request is active or the order cannot be edited. Follow the message and refresh the order; do not start another payment to bypass the restriction. A collected tip needs the appropriate refund process, not this control.
## Return the device to staff
The guest can choose **No tip**. To skip the prompt as staff, hold **Staff** and confirm the displayed question. Normal back or swipe-to-close actions do not dismiss this screen.
After inactivity, the handheld prompt can show **Still there?**. Hand the device back to staff and use the staff control to continue. The timeout does not automatically start payment.
## Why a prompt may not appear
If tipping settings cannot load or take too long, checkout can continue without showing the prompt. A missing prompt does not prove that the guest declined. Check the final amount before collecting payment.
The shop and device must permit prompts. The app also skips the prompt for orders without a positive amount, a pending or collected tip, or an already recorded prompt decision. Paid or cancelled orders do not receive a new checkout prompt.
Choosing **Pay later** or sending payment to another device does not prompt on the sending device. Cash only prompts when the shop permits cash tips. If a message says a tip was removed because cash tips are unavailable, collect the updated cash total.
## Platform notes
A terminal can show a full-screen tip prompt. Hold **Staff** and enter the staff PIN if requested to skip it without leaving terminal mode. The PIN entry can close after 10 seconds of inactivity; reopen it and wait for any lockout countdown. The tip prompt itself has no handheld inactivity timeout. The guest ordering page has a separate flow.
## Market notes
The flow applies in Great Britain and Germany. Check the displayed shop currency and final payment amount, including the tip.
## Troubleshooting
After an error saving or removing a tip, refresh the same order and check the tip and total. The change may already have saved.
If tipping becomes unavailable, the app may return you to payment choices. Check the current total before choosing again. If the guest reports a charge or the payment result is uncertain, check History and contact Tapp support before collecting money again.
## Related articles
* [Take payment](/en/point-of-sale/take-payment)
* [Control tip prompts on a device](/en/devices/control-tip-prompts-on-a-device)
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)
# Point of sale
Source: https://help.tapp.shop/en/point-of-sale/index
Build a basket, choose an offer, collect payment and finish the order.
Use **Point of sale** in the web app to serve a customer from their first item through payment and a receipt. Check the basket before charging and use History to resolve an unfinished order.
Choose products and options, adjust quantities and check prices.
Select a guest and learn how to start an order linked to a table visit.
Enter a one-off amount with a description and VAT rate.
Review the discount and final total before payment.
Choose a payment method and check the result.
Send the same order to a registered payment device.
Understand leaving a payment, cancelling an order and completing service.
Dictate items and check the basket before payment.
Read back the dictation and replay the available recording.
Let guests choose a tip in the mobile app and check the total before payment.
If a payment result is unclear, check the existing order in History before collecting money again.
# Review a voice-order transcript
Source: https://help.tapp.shop/en/point-of-sale/review-a-voice-transcript
Check a current voice order in the mobile app or review a saved transcript and available audio in web order history.
Compare the transcript with the basket. Spoken text does not prove that items or options were added or payment succeeded.
## Who can do this?
Owners, Managers and Staff using voice ordering can review their current dictation in the mobile app. This is separate from management access to saved recordings, which is restricted to Owners and Managers.
## Where to do it
The live text preview shows only the newest words, in up to two lines. Stay in the voice order, stop dictating and wait until recording finishes. Use the waveform button labelled **View order transcript** to open **Order transcript** when it becomes available.
Stop and review before leaving the voice order. Going back while speech is still processing can leave the final words out of the transcript or basket.
## Read and listen
1. Compare transcript product names, quantities and corrections with the basket.
2. Once available audio loads, use **Play** to listen or **Pause** to pause.
3. Tap or drag the waveform to seek. With VoiceOver or TalkBack, adjust it forward or backward in 5% steps. Tap a word from the latest recording to jump near that passage. The position can be approximate.
4. Close the transcript to return to the order and make any basket corrections there.
5. Recheck the complete order before continuing to payment.
Playback and text highlighting help you find a passage; they do not guarantee that every word was recognized correctly. Reading or replaying the transcript does not change the basket.
Scrolling does not move playback. Earlier recording segments cannot be played here. Seeking while paused keeps playback paused; choose **Play** to listen. Closing the transcript stops playback.
## Understand what can be replayed
If you stopped and resumed dictation, the transcript can include earlier speech while the available recording covers only the latest recorded segment. Do not assume the playback contains everything shown in the text.
**Audio unavailable** can appear when no playable recording is available. You can still read the text. It does not mean that the basket is empty or that the order was cancelled.
Resuming dictation closes the transcript view. This screen reviews the current dictation, so do not rely on leaving the order and reopening it later to recover the same local playback.
## Review a saved order in the web app
Owners and Managers can open **History**, select an order and choose **View transcript** when it appears. The dialog shows the recording date, the staff member's name when available, and the saved text. Use the audio player if a recording is available.
If several voice recordings are linked to the order, this view opens the newest one. It does not provide a selector for older recordings. Compare the text with the order details; reviewing it does not change the order or its payment status.
Text and audio can become unavailable separately as the shop's retention periods expire. A missing recording does not mean the order was cancelled. If loading fails, close and reopen the dialog. Reopening also refreshes playback access if an older playback link has expired, but cannot recover deleted recordings.
If **View transcript** is missing, check your shop and role, then reopen the order after checking your connection. A failed load can hide the button. If the dialog has no audio, close and reopen it once: temporary playback access problems can look like missing audio. Neither state proves that no recording was saved.
## Platform notes
The mobile app plays locally; web History requires a saved recording. Local playback does not confirm upload.
## Market notes
The flow applies in Great Britain and Germany. Check the shop's capture language if recognition repeatedly differs from what was spoken.
## Troubleshooting
* If the transcript button is missing, stop recording and wait for the review state.
* If audio will not play, check the device volume and review the text manually.
* If a recognized item is wrong, correct the basket before payment. Ask your manager to review learned phrases for recurring errors.
* Contact Tapp support if the transcript or order remains unclear.
## Related articles
* [Build an order by voice](/en/point-of-sale/build-an-order-by-voice)
* [Configure voice ordering](/en/settings/configure-voice-ordering)
* [Review learned phrases](/en/settings/manage-voice-phrases)
# Send payment to another device
Source: https://help.tapp.shop/en/point-of-sale/send-to-another-device
Send an existing order to a registered payment device and check the payment result.
Send the order to the device where payment will be taken. The receiving device works with the same order, so you do not need to build the basket again.
## Who can do this?
**Owners, Managers and Staff** can send orders for their shop to a registered Point of sale device in that shop.
## Where to do it
In the web app, review the basket and select **Continue to payment**, then **Other device**. You can also continue an unpaid order from History and choose another device there.
## Choose the device and send
1. Check the order number and amount.
2. Select the receiving device by name. Check the physical device too, especially if several devices have similar names.
3. Choose how payment should be taken. **Pick on device** lets the person using the mobile app choose the method there. Otherwise, select one of the methods offered for that device.
4. If the device is in terminal mode, choose from its available methods. Pick on device is not offered in this mode.
5. Select **Send to device**.
6. On the receiving device, open the order and follow the payment instructions.
After the send request, the web app can show a sent message and return to the basket even if delivery failed. Keep the order number and check the receiving device. Background updates stop after 30 minutes; check History if an update is missing.
## Check the outcome
A delivered message means the order reached the device. An opened message means the order was opened there. Neither confirms payment. The web app can also show **Payment received** while payment has only started. Check the order’s actual status in History before treating it as paid.
Check for a paid or completed order before treating the bill as settled. If the device is still waiting for payment, continue the existing order there. Sending an order again does not itself collect or confirm payment.
## When the device is busy
If the app warns that the terminal is handling another order, check that order on the physical device. Only confirm replacing it when you intend to interrupt that work. Choosing not to send leaves you free to use another device or finish the existing payment first.
After replacing an order on a terminal, check the earlier order in History as well. Do not assume its payment was completed or cancelled merely because a different order now appears on the device.
## Send from the mobile app
In the mobile payment choices, choose **Send to another device**. Check the amount and device name before tapping its card: tapping sends immediately, without a separate Send button. The current device is excluded. **Online** means the device was seen recently; check the physical device before relying on it.
After **Order sent**, the sending sheet closes and the app returns to the register; returning may take a moment. Neither confirms payment. Check the same order in History if the device does not respond or no payment message arrives. A connection warning does not prove the payment was cancelled.
## Platform and market notes
You can send from the web or mobile app to another device running the mobile app or terminal mode. They apply to shops in Great Britain and Germany. Available payment choices depend on the receiving device and shop setup.
The payment-request notification uses German for a business configured for Germany and English otherwise. Changing the receiving device’s app language does not change this notification’s language.
## Troubleshooting
If no device appears, check that it is registered for the correct shop and enabled for Point of sale. On the receiving device, sign in and select the same shop before sending. A handoff waiting more than five minutes can be dropped; check History and the device before resending the same order. If sending fails or the device does not respond, check its connection and the existing order in History before retrying. Contact Tapp support with the order number if the payment outcome remains unclear.
## Related guides
* [Register a team device](/en/devices/register-team-device)
* [Mark a device for Point of sale](/en/devices/mark-pos-device)
* [Resume an unfinished payment](/en/history/resume-payment-or-unfinished-order)
# Start an order and build the basket
Source: https://help.tapp.shop/en/point-of-sale/start-order-and-build-basket
Find products, choose options, adjust quantities and review the order before taking payment.
Build the customer's order in **Point of sale**, then review the basket before opening payment. Check the selected shop first so you use the right menu and currency.
## Who can do this?
**Owners, Managers and Staff** can create orders for their shop.
## Where to do it
Open **Point of sale** in the web app. Select a category or search by name, description or tag. Search stays within the selected category; select **All** to search across the menu. Clear the search text to see every item again.
## Add products and options
1. Tap an item's card to add one to the basket. Tapping the card adds it without options, even when options are available.
2. To choose options, select the **+** on the item card instead. In the details screen, select the options the customer wants and adjust the quantity.
3. Select **Add to cart** to add that selection and return to the menu.
4. Repeat for the remaining products. Review separate basket lines carefully when the same product has different options or prices.
5. Use the basket's **+** and **−** controls to change quantities. Reducing a new order's line to zero removes it.
6. Add an order note if needed, then check all items, quantities, discounts and the total.
7. Select **Continue to payment** and wait for the payment choices to appear.
Adding items and continuing to payment do not themselves confirm a payment. Follow the selected payment method through to its result.
## Check prices and availability
Sold-out items cannot be added from the menu cards. If a price list is selected, check each basket line before charging. Items added through the options screen currently use the standard menu price plus the selected options, even when a different price list is selected. If that is not the price you intend to charge, resolve it before payment and contact Tapp support if needed.
Choose the price list before adding products. Changing the selection does not update prices already shown in the basket. The same product can appear on separate lines when added under different price lists. Check the final order total again after continuing to payment.
When editing an existing order opened from History, the basket does not let you remove its last remaining item. Use the order's cancellation action if you need to cancel the whole order.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. Check the shop's currency and total whenever you switch shops.
Product cards are unavailable while the payment screen is open. Return through the payment controls and check the order's status before changing its contents.
In the mobile app, the basket opens as a sheet on iPhone and a full-screen view on Android. Use the close button to return. Wait for quantity updates to finish before tapping **+** or **−** again. The note field is temporarily unavailable while its text is being saved.
In the mobile menu, use **+** for options and quantity. The subtotal uses the selected price list plus options. **Add to cart** closes the sheet immediately. Quantities can change before saving finishes and revert after an error. Wait and check the basket before retrying. If adding failed, reopen and reselect: each opening starts with one item and no options. A new order may already exist even if its first item failed to add.
When editing a basket item, select **Confirm** once and wait. It is unavailable while saving. A failed save leaves this screen open; check the basket before retrying. Review the final basket price before payment.
## Troubleshooting
If Continue to payment is unavailable, check that a shop is selected and the basket contains an item. Wait if the app is already preparing the order.
If preparation fails, inspect the basket and any existing order number before retrying. If saving the note fails, the order may still have proceeded to payment: check the note separately instead of creating another order.
## Related guides
* [Attach a guest or table](/en/point-of-sale/attach-guest-or-table)
* [Add a Fast Charge](/en/point-of-sale/add-fast-charge-and-vat)
* [Take payment](/en/point-of-sale/take-payment)
# Take payment
Source: https://help.tapp.shop/en/point-of-sale/take-payment
Choose how the customer will pay, check the result and complete the order after service.
Check the basket’s items, quantities, discounts and total. Keep this order open until payment is resolved.
## Who can do this?
**Owners, Managers and Staff** can take payment for orders in their shop.
## Where to do it
In the web app, open **Point of sale**, build the basket and select **Continue to payment**. Wait for payment choices. If preparation or a discount fails, check the message.
## Choose how to pay
* **QR code:** show the customer the code to open the payment page.
* **Payment link:** choose **Copy**, then paste and send the link to the customer, or choose **Share**. If Share reports that the link was copied, paste and send it yourself.
* **SMS:** select the country and enter the number without its country code. The form adds it automatically. Check the recipient before sending.
* **Cash:** receive the money, check the amount and confirm the cash payment in the app.
* **Other device:** choose a registered device to take payment for the same order. Follow [Send payment to another device](/en/point-of-sale/send-to-another-device).
* **Pay later:** leave the order unpaid so you can return to it from History.
Copying, sharing or sending a link does not prove receipt or payment. Wait for the order to show successful payment.
## Finish the order
On the web QR, link and SMS screens, **Done** clears the basket and leaves the order open; it does not cancel the payment request. Return to it in History.
After payment and service, select **Mark order complete** for receipt options. A paid order may still need completion.
With Pay later, check History before handing over to a teammate. The order still needs payment; an empty basket does not prove settlement.
## Change the payment method
Choose **Change payment method** when the customer wants to pay another way. Wait for the response and check the order before collecting again.
Closing the payment screen or returning to the method choices does not by itself prove that a previous payment was cancelled. If the customer has already tried to pay, check the existing order before sending another link or accepting cash.
## Platform and market notes
These web steps apply to shops in Great Britain and Germany. Direct Tap to Pay needs a compatible mobile device; choose Other device to send the order there. The shop determines its currency.
In the mobile app’s payment choices, tap a method, then **Continue**. Tapping the method only selects it. **Send to another device** opens the device flow directly. Check the amount and any included-tip caption before continuing.
Tap to Pay, QR code, payment link and SMS require at least £1 or €1 before tips for those currencies. Tips do not meet this minimum. Wait for the total to load. Cash is unavailable when disabled by the shop. Tap to Pay also depends on the device; its appearance does not prove readiness.
For mobile cash, check **Total to collect** when a tip is shown. Add a comment if needed and select **Confirm** only after receiving the money. The form closes before confirmation finishes; wait for the order’s result. If saving the comment or confirming payment fails, check the same order before retrying.
## Troubleshooting
If the mobile app reports a changed amount and reopens payment choices, check the refreshed total before choosing again. If refreshing fails, check your connection.
A payment-failed warning can disappear after a few seconds without the payment succeeding. Check the order status in History.
Retry failed payments from the existing order. Reopening an active QR or link payment can retrieve the existing link.
If the customer reports an unexpected amount, possible second charge or charge on an unpaid order, refresh History and contact Tapp support with the order number before collecting again or refunding. A paid status alone does not resolve a discrepancy. If cash confirmation fails after receiving money, check the order before recording it again.
## Related guides
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)
* [Complete a Pay later order](/en/history/complete-pay-later-order)
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
* [Collect a tip at checkout](/en/point-of-sale/collect-a-tip-at-checkout)
# Activate, pause or end a promotion
Source: https://help.tapp.shop/en/promotions/activate-pause-or-end-promotion
Make an offer available, pause it temporarily or end it permanently.
Use the promotion's controls to decide whether customers can use an offer. Activate it when it is ready, pause it for a temporary stop, or end it when you no longer want to use it.
## Who can do this?
**Owners and Managers** can change a promotion's status for their shop.
## Where to do it
Open **Promotions** in the web app, check the selected shop and open the offer. Review its discount, eligible products, dates, times and code requirements before changing its status.
## Activate an offer
For a draft or paused promotion, select **Activate** and wait for confirmation. Check the updated status in the list.
Activation makes the offer available within its configured schedule. It can still show **Scheduled** if it is outside that schedule. Even when it shows Live now, an order must meet the offer's conditions before receiving the discount.
Offers managed as part of a plan cannot be activated directly here. If activation is refused for that reason, contact Tapp support with the offer’s name. You can still pause an active plan-managed offer or end it here. After pausing it, the direct Activate control remains unavailable for resuming that offer, even if the button is displayed.
## Pause temporarily
For an active promotion, select **Pause** and wait for the status to change to **Paused**. This keeps its settings while stopping new uses of the offer.
When you are ready to resume a manually managed offer, open it and select Activate again. Recheck its dates first: pausing does not move the original end date or extend the offer's schedule.
## End permanently
1. Open the promotion and select **End promotion**.
2. Check the name in the confirmation and read the message.
3. Confirm only when you want to end this offer permanently. While the request is pending, both buttons are disabled and clicking outside the confirmation does not close it. Wait for the result.
4. Return to Promotions and expand **Show ended** to find the record.
An ended promotion cannot be activated again or edited. If you want to run a similar offer later, create a new promotion and review its settings. Use Pause when you only need a temporary stop.
Active and paused offers are also automatically marked as ended after their end date, using the shop’s local time. This status update can happen later than the date cutoff; the offer cannot be newly applied after its schedule expires. Draft offers are not automatically ended by this cleanup. Review a draft’s dates before activating it.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. Schedules use the shop's local time zone. A status change is separate from whether an offer is shown to guests; review guest visibility when deciding how to share it.
Pausing or ending an offer does not remove discounts already saved on existing orders and does not refund an order. Check existing orders separately if a customer needs money returned.
## Troubleshooting
If a change fails, read the message, refresh the promotion and check its current status before retrying. Another manager may already have changed it. Confirm the shop and your access if the action is unavailable. If the detail page says the promotion does not exist, return to the list and try opening it again: a loading or access error can produce that message too. Contact Tapp support if the offer's saved status remains unclear.
## Related articles
* [Find and review promotions](/en/promotions/understand-promotions-hub)
* [Choose scope and schedule](/en/promotions/choose-promotion-scope-and-schedule)
* [Control guest visibility](/en/promotions/control-guest-visibility)
# Answer Wingman questions and share feedback
Source: https://help.tapp.shop/en/promotions/answer-wingman-questions
Add context about your shop and share your reaction to a promotion without confusing feedback with approval.
Wingman can ask about patterns in your sales and invite feedback after a promotion has a measured result. Your answers help inform later suggestions. They do not themselves approve a promotion or change a measured result.
## Who can do this?
Owners and Managers can answer for their shop. Coordinate with other managers before submitting because each question or promotion feedback entry accepts one answer.
## Where to do it
Open **Wingman** in the web app and check the selected shop. Open a question marked **Wants your answer**, or expand a linked question inside a promotion's details.
## Answer a question
1. Read the question and all available answer choices.
2. If its meaning is unclear, type in the question box and use the upward-arrow button (**Ask**). Wait for the reply before deciding.
3. Review any text left in the question box. Clear unfinished text that you do not want included with your answer.
4. Select the answer that best describes the shop. Tapping the choice submits it immediately; there is no separate confirmation.
5. Check the **Answered** state and displayed answer.
Your own messages in the conversation, plus any unsent text still in the box, are combined as context when you select an answer, up to 2,000 characters in total. Keep important details near the start; a long conversation may not be saved in full. Asking a question alone does not select an answer. Closing the detail without selecting a choice leaves the question unanswered.
Already answered or expired questions cannot be answered again through this screen. If an answer was incorrect, contact Tapp support rather than expecting a second selection to overwrite it.
After two follow-up replies in the open conversation, Wingman asks you to choose an answer instead of continuing the discussion. You can still select one of the choices. This reminder has not submitted an answer.
## When the assistant cannot reply
If the assistant cannot phrase the question or respond, the provided answer choices can remain available. Read the fallback question carefully and answer only if you understand it. Otherwise, return later. An expired question is no longer open for a response.
If a follow-up fails, its text can return to the question box. Review or clear it before selecting an answer, because text left there can still be included. After an answer error, refresh and check the saved state before trying again.
## React to a promotion's result
Open a promotion with a measured result. Read the reported outcome separately from the question about how the promotion felt to you.
Choose **Happy with it**, **Not sure** or **Not happy**, add a note if useful and use the send button. Check the note before sending. This records your reaction; it does not rerun, approve or stop the promotion, and it does not change the measurement.
Only one feedback entry is accepted for a promotion. After an error, refresh and check whether feedback was already recorded before trying again.
## Platform notes
Use the web app for questions and result feedback. The mobile app can show a question card, but tapping it currently does not open an answer view. It also does not offer the result-feedback controls described here. Your answer is shared shop context, not a private personal preference. Use the promotion's own approval controls if you intend to launch an offer.
## Market notes
The flow applies in Great Britain and Germany. Describe the selected shop's circumstances, especially if you manage shops in several locations.
## Troubleshooting
* Standalone question cards disappear after an answer or expiry. If an expected question is missing while suggestions still appear, refresh Wingman; the questions may not have loaded.
* If another manager answered first, refresh to see the saved state.
* If result feedback is unavailable, the promotion may not yet have a measured outcome or may already have feedback.
* Contact Tapp support if the saved answer or feedback remains unclear.
## Related articles
* [Review Wingman suggestions](/en/promotions/review-wingman-suggestions)
* [Read promotion performance](/en/promotions/read-promotion-performance)
# Choose how a promotion is applied
Source: https://help.tapp.shop/en/promotions/choose-promotion-application-mode
Let an offer be selected at checkout, redeemed with a code, or used either way.
Choose how people apply the offer separately from when it is available. A schedule controls timing; it does not mean the discount is automatically added to every qualifying order.
## Who can do this?
**Owners and Managers** choose the application method when setting up a promotion for their shop.
## Where to do it
In the web app, open **Promotions**, select **New promotion** and complete the offer and schedule steps. Choose the application method in the launch step before starting the promotion.
## Choose the method
* **Staff applies at POS:** the offer can be selected in the checkout offer list without a code. This method does not allow a voucher code to apply the offer.
* **Staff applies + shareable code:** the offer can be selected without a code, and you can also provide a campaign code for sharing. Adding a code does not make it compulsory.
* **Code required:** the offer must be applied using a valid code. It cannot be selected directly from the checkout offer list.
The labels describe the application method. Access still matters: browsing the current web checkout offer list requires an Owner or Manager. Staff can apply a valid code but may be unable to load that list. Despite the staff-focused labels, guests can also select a no-code offer from their basket when guest visibility is on and the order qualifies.
## Set up a code
For Code required, enter a campaign code before launching. For Staff applies + shareable code, the code is optional in this step.
Use 8–64 characters from A–Z and 0–9, without spaces or punctuation. Codes are not case-sensitive. Check the form's validation message before continuing.
If you set a maximum number of uses per code, enter a positive whole number. Leaving that limit blank allows unlimited uses of that code, subject to the promotion's other limits and conditions.
## Check before launch
Review guest visibility as a separate setting. Turning it off prevents guests from using the offer, including through a shared code. When visibility is on, a code-required offer still needs a code and does not become a browsable offer.
Check the dates, daily times, eligible products and minimum spend too. A valid code does not bypass a paused or ended promotion, an expired schedule or an exhausted limit. Only one offer applies to an order.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. The selected shop determines the offer's currency and local schedule. Choose the correct shop before creating or sharing a code.
## Troubleshooting
If launch is unavailable for a code-required offer, check that the code is present and follows the format shown. If a code cannot be redeemed, check that the chosen application method supports codes, then review the promotion's status and conditions. If launching fails, check the Promotions list before starting again. The promotion may already have been saved even if its code could not be created or activation failed. Open that record and check its status and codes before sharing anything. Contact Tapp support if the saved settings do not match the intended method.
## Related articles
* [Control guest visibility](/en/promotions/control-guest-visibility)
* [Apply an offer at checkout](/en/point-of-sale/apply-promotion-or-voucher)
* [Generate and share voucher codes](/en/promotions/generate-share-and-deactivate-vouchers)
# Choose which items and times a promotion covers
Source: https://help.tapp.shop/en/promotions/choose-promotion-scope-and-schedule
Choose eligible menu items, set dates and hours, and limit how often an offer can be used.
Choose eligible items and when the discount applies. The promotion must be active, and each order must qualify.
## Who can do this?
Owners and Managers can create and manage promotions for their shop. Staff cannot change these settings.
## Where to do it
In the web app, select the shop and open **Promotions** > **New promotion**. Choose items first, then the schedule, then spending and usage limits.
## Choose the items
1. Enter the promotion name and discount.
2. Under **Applies to**, choose **Whole menu**, **By category**, or **Specific items**.
3. For a category offer, select at least one category. For individual items, search the menu and select at least one item.
4. Review the selection before continuing. You choose either categories or individual items in this form.
A targeted promotion discounts only matching items in the order. Adding an eligible item does not make the other items eligible. An order with no matching items cannot use that offer. **Whole menu** covers the whole order, including Fast Charge entries. Category and specific-item offers do not discount Fast Charge entries.
## Set the schedule
1. Choose **Always available** to remove weekday and daily time restrictions. Any enabled start or end date still applies.
2. For a restricted schedule, select **Every day** or the required weekdays. Choose **All day**, or enter start and end times.
3. Keep the end time later than the start time. A single time window cannot run across midnight.
4. Turn on **Start date** or **End date** when needed, then enter the date. The end date can be the same as the start date or later. Both dates are included, subject to the weekday and time settings.
5. Review the dates as well as the daily schedule before launching.
With no start date, the promotion can be used once launched if its other conditions are met. With no end date, there is no automatic date cutoff.
## Set spending and usage limits
In the final step, enable **Min spend** if the order must reach a minimum amount before discounts. This checks the order value, while your item selection still determines which items receive the discount.
The form initially has **Max redemptions (promotion total)** enabled with 200 uses. Review that value or turn the limit off if it is not intended. Enter a positive whole number. Reserved uses on unfinished orders also count toward this limit, so it is not a count of completed purchases alone. A separate code limit may run out before the promotion total does.
For an enabled minimum spend or usage limit, enter a positive value. A blank or zero value can be saved without that restriction. Check the summary and the saved promotion; the switch alone does not confirm a limit.
## Platform and market notes
These steps describe the web app. Schedules use the shop's local time in both Great Britain and Germany; check the selected shop when working from another time zone. Prefilled dates use your browser’s current day, which may differ from the day at the shop, so confirm the dates yourself. Spending amounts use the shop's currency. Guest visibility and the chosen way of applying the promotion also affect whether guests can use it on the guest ordering page.
In the mobile app, switching between categories and individual items clears the previous selection. Search filters the visible items without clearing selected items. Review your selections before continuing. The final summary omits chosen items, dates and hours; go back to check them before launching. Mobile usage limits start blank. Confirm dates carefully: the date controls have no clear-date action.
## Troubleshooting
* If you cannot continue, check for an empty item selection, no selected weekdays, an end time before the start time, or reversed dates.
* If an active offer is rejected, check its dates, hours, eligible items, minimum spend and remaining uses. Being within the schedule does not mean every order qualifies.
* If the offer remains unavailable, give Tapp support its name and the message shown.
## Related articles
* [Create a percentage or fixed promotion](/en/promotions/create-percentage-or-fixed-promotion)
* [Choose how a promotion is applied](/en/promotions/choose-promotion-application-mode)
* [Control guest visibility](/en/promotions/control-guest-visibility)
# Control whether guests can use a promotion
Source: https://help.tapp.shop/en/promotions/control-guest-visibility
Make an offer available to guests or keep it for staff to apply at checkout.
Use **Visible to guests** to decide whether customers can access a promotion from the guest ordering page. Turning it off hides the offer from guests and prevents them from applying it with a code, even if someone has already shared that code.
## Who can do this?
**Owners and Managers** can change guest visibility for their shop's editable promotions.
## Where to do it
Open **Promotions** in the web app, confirm the shop and select the promotion. Find **Visible to guests** in its details. You can also choose guest visibility while creating a promotion.
## Change the setting
1. Review the offer name and conditions so you change the correct promotion.
2. Turn **Visible to guests** on to allow guest use, subject to the offer's other conditions.
3. Turn it off when the offer should only be applied by the team during checkout.
4. Wait for the save confirmation. The switch saves immediately; there is no separate Save step for this setting on the detail page.
5. Reopen the promotion to check the saved setting before sharing it.
An ended promotion cannot be changed. Offers controlled by a plan may also reject changes from this page. Contact Tapp support with the offer’s name if that happens.
## What guests will see
Guest visibility is separate from activation and timing. Turning it on does not activate a draft, resume a paused offer or change its schedule.
A currently available offer may appear on the guest ordering page when its application method allows browsing. An offer that requires a code remains code-only: making it visible to guests does not add it to the browsable offer list. Guests need a valid code and must meet the offer's conditions.
Turning visibility off prevents new guest applications by code or voucher link as well as hiding the offer. This setting does not remove discounts already saved on orders or refund payments. The team can still apply an eligible offer through the supported checkout controls, subject to their access and the promotion's application method.
The menu banner describes offers and can say whether the offer covers selected items or requires a minimum spend. It does not apply the discount when a guest merely views it. In the basket, guests choose **Apply** beside an available offer or enter a code and apply it. A shared voucher link can also try to apply its code automatically once the guest has a basket. A banner saying a code is saved or will be applied does not confirm success. Guests should check the applied discount and total before paying.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. Check the selected shop before changing visibility or sharing an offer. Guest access should be checked from the guest ordering page, rather than inferred from the management list.
## Troubleshooting
If a recently hidden offer remains on a guest's open page, refresh that page. A stale display does not make the offer redeemable.
If a visible offer cannot be used, check whether it is active, within its schedule and eligible for the current basket. Check code requirements and remaining uses too. If saving visibility fails, reopen the promotion and inspect the saved value before assuming it changed. Contact Tapp support if the result remains unclear.
## Related articles
* [Choose how a promotion is applied](/en/promotions/choose-promotion-application-mode)
* [Generate and share voucher codes](/en/promotions/generate-share-and-deactivate-vouchers)
* [Activate, pause or end a promotion](/en/promotions/activate-pause-or-end-promotion)
# Create a percentage or fixed promotion
Source: https://help.tapp.shop/en/promotions/create-percentage-or-fixed-promotion
Set up an offer with a percentage or money discount, choose its conditions, and launch it for your shop.
Create a percentage or fixed discount for eligible orders or menu items, with a schedule and conditions for use.
## Who can do this?
Owners and Managers can create promotions for their shop. Staff cannot create or manage them.
## Where to do it
In the web app, select the correct shop, open **Promotions** and select **New promotion**.
## Set up the offer
1. Enter a clear name that you would be comfortable showing to guests, such as “Weekday lunch offer”.
2. Choose a percentage or fixed amount and enter a value greater than zero. A percentage cannot exceed 100. Use no more than two decimal places for the value and check the saved discount. For a money discount, check the shop's currency.
3. Choose **Whole menu**, **By category**, or **Specific items**. For a targeted offer, select at least one category or item.
4. Select **Continue** and set the days, hours and optional start and end dates. **Always available** removes weekday and daily time restrictions; enabled date limits still apply.
5. Continue to the final step and choose how the promotion is applied. You can choose an offer selected at the point of sale, an offer with an optional shareable code, or one that requires a code.
6. If a code is required, enter it before launching. Use 8–64 characters from A–Z and 0–9, without spaces or punctuation. For an offer with an optional shareable code, you can leave the code blank.
7. Choose whether the offer is **Visible to guests**. When this is off, guests cannot use it on the guest ordering page, even with a code.
8. Review the limits: the form starts with a promotion-wide limit of 200 uses. Change it or turn it off as needed. Add a minimum spend if required, then review the summary before selecting **Launch promotion**.
## Check the result
After a successful launch, Tapp opens the promotion's details. Check the name, discount, selected items, schedule, limits and any code before sharing the offer. An enabled minimum-spend or usage-limit switch can still save no restriction if its value is blank or zero. A promotion scheduled for a later date or time will not be usable immediately.
Launching an offer does not apply it to every order automatically. It still needs to be selected or redeemed in the chosen way, and the order must meet its conditions. See [how promotions are applied](/en/promotions/choose-promotion-application-mode) for the available choices and access at the point of sale.
## Platform and market notes
These steps describe the web app. Guest visibility controls use on the guest ordering page. Fixed discounts and minimum spending amounts use the shop's currency in Great Britain and Germany. Schedules follow the shop's local time, even if you create the offer from another time zone.
In the mobile form, usage limits start blank. Leave optional limits or minimum spend blank for no restriction; entered values must be positive, and usage limits must be whole numbers. Review pasted values: punctuation is removed from usage limits, and percentages above 100 become 100. Codes become uppercase without spaces or punctuation.
For mobile time restrictions, the end must be later than the start on the same day. After a launch error, check the offer and code before retrying: the promotion can already be active when code creation fails.
## Troubleshooting
* If **Continue** is unavailable, check the name, discount amount and selected items. On the schedule step, check the days, times and dates.
* If you cannot launch, check any required code and its format. Enter positive whole numbers for usage limits.
* If launch reports an error, return to **Promotions** and refresh the list before trying again. The promotion or code may already have been created. Open any matching offer and inspect its status and codes to avoid duplicates.
* If the result is unclear, contact Tapp support with the promotion name and the message shown.
## Related articles
* [Choose items and times](/en/promotions/choose-promotion-scope-and-schedule)
* [Choose how a promotion is applied](/en/promotions/choose-promotion-application-mode)
* [Activate, pause or end a promotion](/en/promotions/activate-pause-or-end-promotion)
# Create, share and deactivate voucher codes
Source: https://help.tapp.shop/en/promotions/generate-share-and-deactivate-vouchers
Create a reusable campaign code or individual single-use codes, share them and stop a code when needed.
Use voucher codes to share an offer with customers. Choose a campaign code when several customers should use the same code, or generate individual codes when each should be used once.
## Who can do this?
**Owners and Managers** can create, view and deactivate codes for their shop's promotions.
## Where to do it
Open **Promotions** in the web app and select the offer. Find its code section. Before creating codes, check that the offer's application method supports codes; creating a code does not change that setting.
## Create a campaign code
1. Select **Campaign code**.
2. Enter your chosen code, or leave the code field blank to have one generated.
3. For a custom code, use 8–64 letters A–Z or digits 0–9, without spaces or punctuation. Letter case does not matter.
4. Enter a positive whole-number usage limit if needed. Leave the limit blank for unlimited uses of this code.
5. Generate the code, then check its entry and limit in the list before sharing it.
The promotion's overall limit and conditions still apply. The list shows completed redemptions, while the limit also counts uses reserved on unfinished orders. A single-use code can therefore be unavailable even when its completed-use count is zero. An unlimited code does not make the entire offer unlimited.
## Create individual single-use codes
Open the bulk-code option, enter a whole number from 1 to 1,000 and select **Generate bulk codes**. Each generated code can be used once. Wait for the result and review the codes in the list before distributing them.
If creation reports an error, refresh the list before trying again so you can check whether any codes were created.
## Share a code
Select a code to open its sharing controls. Use **Copy code** to copy the text, **Download QR** to save a PNG image with the QR, code and Tapp logo, or **Share link** to open your device's sharing options. If sharing is unavailable, the link may be copied instead; check the message shown. Cancelling the sharing options does not copy the link automatically. A copied link still needs to be pasted into your chosen message.
In the mobile app, open the promotion and select a code. Wait for its QR to appear. On iPhone or iPad, **Download QR** opens sharing options; choose a destination and check the saved image. On Android, the mobile action currently does not attach the image: use **Download QR** in the web app for a PNG. Mobile **Share link** has no automatic clipboard fallback. If it fails or you cancel, use **Copy code** and paste the code yourself. Reopen the promotion if the QR or sharing controls do not load.
Copy, download and sharing controls can remain available for an inactive code. Check its state and remaining uses before distributing it.
The link takes the customer to the guest ordering page with the code. It does not guarantee a discount: the offer must allow guest use and meet its schedule, status, product and usage conditions.
## Deactivate a code
Select **Deactivate**, check the code in the confirmation and confirm. This stops new use of that code. It does not stop other codes, end the promotion, remove an existing order discount or refund a payment. To stop the whole offer, pause or end the promotion instead.
## Platform and market notes
Codes work in Great Britain and Germany. Codes belong to the selected shop. A QR image or shared link does not bypass the offer's restrictions, including guest visibility.
## Troubleshooting
If the code list appears empty unexpectedly, reopen the promotion and check again; a failed load can look like an empty list. If a custom code is rejected, check its format and whether it already exists in the shop. If a customer cannot redeem it, check its active state, remaining uses and the promotion's conditions. If deactivation fails, refresh the code list and inspect its state before assuming it stopped working.
## Related articles
* [Choose how an offer is applied](/en/promotions/choose-promotion-application-mode)
* [Control guest visibility](/en/promotions/control-guest-visibility)
* [Activate, pause or end a promotion](/en/promotions/activate-pause-or-end-promotion)
# Promotions and vouchers
Source: https://help.tapp.shop/en/promotions/index
Create offers, choose their conditions, and share codes with your guests.
Use promotions for percentage or money discounts on the whole order or selected items. Choose when an offer is available and whether staff or guests can select it, or a code is required. The order must meet the promotion’s conditions.
Check which offers are live, scheduled, paused or ended.
Choose a percentage or money discount and launch the offer.
Set eligible items, dates, hours and usage limits.
Choose direct selection by staff or guests, or require a code.
Control when an existing promotion is available.
Decide whether guests can use the offer on their ordering page.
Generate codes, share a link or QR code, and stop individual codes.
Add an eligible promotion or code before taking payment.
Understand redemption counts and estimated sales results.
Review proposed offers, save adjustments and decide when to approve.
Add shop context and give feedback on measured results.
Owners and Managers create and manage promotions. Staff can redeem eligible codes at the point of sale; browsing the web app’s offer list currently requires Owner or Manager access. Guests can only use offers that are visible to them and meet the conditions.
# Read promotion performance
Source: https://help.tapp.shop/en/promotions/read-promotion-performance
Review offer use and estimated impact without confusing redemptions with completed sales.
Check what each figure measures.
## Who can do this?
**Owners and Managers** can review promotion details for their shop.
## Where to do it
Open **Promotions** in the web app. Select the offer; check **Redemptions** and **Promotion impact**.
## Read the headline figures
Redemptions includes uses through codes and offers applied without a code. It also includes uses reserved on orders that are not yet finished. Do not treat this number as a count of completed sales or unique customers.
A total limit appears beside the count; otherwise, there is no cap. Minimum spend is an offer condition, not customer spending.
Individual code counts cover completed redemptions. They exclude reserved uses and offers applied without codes, so they need not match the headline.
## Read the impact report
The report can show separate results for **Net revenue** and **Order count**. Review each available result together with its comparison dates and freshness information. Revenue and order count can have different latest evaluation dates. The card’s freshness badge describes the reporting data update; it does not confirm that both results were evaluated on the same day.
An estimated effect is shown with a range. Read the range alongside the estimate; the number is not an exact amount caused by the promotion.
**Within normal variation** means the analysis did not identify a measurable effect beyond ordinary variation for that metric. It does not prove that no customer used the offer.
When a result cannot be measured, read the reason shown. There may be too little history, insufficient accuracy or another change that makes the comparison unclear.
## Check timing and costs
The impact card shows discount cost, redemptions and the evaluated period alongside each result. Keep those dates in mind: the card is a periodic report, while the headline count can reflect more recent activity.
If the report says it has not been evaluated yet, do not read that as zero impact. The report uses overnight updates, so check again after a later update and read any notice about missing or older data. No report is a promise of increased sales.
## Compare Wingman results
Approved Wingman suggestions contain the impact card. Its short result label summarizes net revenue, not order count. Review both measurements.
The running summary can describe a negative effect as above normal, an unmeasurable result as normal, or unavailable data as too early to judge. Check the detailed estimate's sign, range and notices. The day counter measures a reporting window, not offer activation.
Read chart values: bars retain a small fill at zero and meters stop visually at full. Colour alone does not distinguish positive from negative effects.
**No effect we could confirm** means the analysis could not establish a measurable effect. **Couldn't measure this one** means there is no usable conclusion. **Something else overlapped this window** means other activity made the comparison unclear. None of these labels proves the promotion was unused.
For a promotion within a plan, the headline can reflect several overlapping offers measured together. The card does not always identify that shared measurement. Do not attribute the headline result to one offer alone. If the headline and detailed figures differ, check their dates and ask Tapp support to clarify the comparison before drawing a conclusion.
In Wingman, open the suggestion with measured results. When feedback is offered, choose **Happy with it**, **Not sure** or **Not happy**, optionally add a note, then select **Send to the agent**. Selecting a reaction alone does not send it. The detail closes after success. Only one reaction can be recorded per suggestion. Feedback does not change the measured effect or restart the promotion.
## Platform and market notes
These web-app steps apply in Great Britain and Germany. Check shop, currency, comparison period and peer context before comparing figures.
## Troubleshooting
If the impact card fails to load, use its retry action. A loading error is different from a report saying the effect cannot be measured. Contact Tapp support if results remain unavailable or the dates and figures appear inconsistent; include the promotion name and period you were reviewing.
## Related articles
* [Find and review promotions](/en/promotions/understand-promotions-hub)
* [Activate, pause or end a promotion](/en/promotions/activate-pause-or-end-promotion)
# Redeem an offer at checkout
Source: https://help.tapp.shop/en/promotions/redeem-promotions-as-staff
Apply a customer's code or select an available offer, then check the saved discount before payment.
Apply the offer to the customer's existing basket before taking payment. Check the final total with the customer after the discount has been accepted. Do not treat a code preview as confirmation that the order is ready to charge.
## Who can do this?
**Owners, Managers and Staff** can apply valid codes to orders in their shop. The current web offer list requires an Owner or Manager to load. If you use a Staff account and cannot browse offers, ask an Owner or Manager for help.
Managing campaigns and creating codes are separate tasks for Owners and Managers.
## Where to do it
Open **Point of sale** in the web app and build the basket. Select **Add discount or code** below the order note. You do not need to open the promotion management page to enter a customer's code.
## Apply the offer
1. Confirm the shop and the customer's products and quantities.
2. Enter the supplied code and select **Apply**. If you have access to the offer list, you can instead select an offer that does not require a code.
3. Read any rejection message. A code-required offer cannot be applied by simply selecting its name.
4. Check the discount name, amount and updated total in the basket.
5. Select **Continue to payment**. Wait for the final check to finish and verify the amount before collecting payment.
For an offer limited to certain products, only qualifying items receive the discount. A code can look valid during the initial check but fail when the full order is checked. Review any error instead of subtracting the expected amount yourself.
For a code, the basket amount is a preview based on the total when you checked it. After changing products or quantities, check the code again and compare the final amount at payment.
## Replace or remove a discount
Only one offer applies to an order. Selecting another replaces the current choice; discounts do not add together. To remove a discount, use the **×** beside it when available and check the updated total.
Removing a newly selected offer can reveal an earlier discount already saved on the order. Check its name and total, and remove the remaining discount too if it should no longer apply.
If replacing an offer fails, recheck the order. The previous discount may already have been removed, so do not assume either offer still applies.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. Codes belong to a shop, and offer schedules use that shop's local time. Guest visibility controls the customer's ability to redeem an offer themselves; a staff checkout follows its own access rules.
Do not use a previous payment link after changing the offer or total. Check an already-started payment before collecting money another way.
## Troubleshooting
Check the code, promotion status, dates, minimum spend, eligible items and remaining uses when an offer is rejected. If too many attempts are reported, wait before trying again. Do not guess further codes.
If payment has started or the order is no longer editable, inspect it in History before attempting changes. Contact Tapp support with the order number and message if the final discount remains unclear.
## Related articles
* [Apply a promotion or voucher](/en/point-of-sale/apply-promotion-or-voucher)
* [Choose how an offer is applied](/en/promotions/choose-promotion-application-mode)
* [Take payment](/en/point-of-sale/take-payment)
# Review and approve Wingman suggestions
Source: https://help.tapp.shop/en/promotions/review-wingman-suggestions
Inspect a suggested promotion, save adjustments or approve it with a clear understanding of what will run.
Wingman suggests promotions from sales patterns, without promising extra sales or profit.
## Who can do this?
Owners and Managers can decide suggestions for their shop.
## Where to do it
In the web app, open **Wingman** and check the shop. Suggestions appear under **New for you**, **In progress** or **Done**. Open a card to inspect its details.
If Wingman is missing, use **Promotions** to manage offers manually.
## Review a suggestion
1. Read the sales pattern Wingman identified and check the affected products or category.
2. Check the proposed discount, dates, weekdays and any redemption limit shown.
3. Review cost and measurement notices. Mobile percentages are rounded; a missing change percentage does not mean zero.
4. Check the related promotion's details before deciding. A measurement threshold describes a change the report could detect; it is not a forecast of what you will earn.
An empty feed shows no suggestions; it does not prove that Wingman checked everything or found no opportunities.
## Adjust before deciding
Choose **Tweak this offer**, describe the change you want and use the upward-arrow button (**Send**). Wait for the response, then review **What changes**. Asking a question or discussing an adjustment does not itself activate the offer.
If Wingman suggests a different adjustment, **Yes, let's go with that.** continues the conversation about that suggestion. Review the resulting change summary before using either save action:
* **Save changes** updates the draft and leaves the proposal awaiting a decision.
* **Lock it in** saves the adjustment and approves the promotion. Treat it as a launch decision.
To rename directly in the web app, select the pencil, enter a nonblank name and use the checkmark (**Save name**) or Enter. **×** or Escape cancels. This saves the name without approval.
In either app, you can ask Wingman for a new name. Review it and choose **Save changes** to keep the draft. Discount or weekday adjustments can also generate a new name; check it before saving.
In both apps, a failed follow-up restores your text and may show the previous change summary again. It may exclude your latest request. Review it before saving or approving, or retry and wait for a new response.
## Approve or decline
Choose **Approve and run** only after reviewing the offer. This button submits approval directly; there is no extra confirmation screen. A standalone promotion is activated as part of approval, with its configured dates and eligibility determining when customers can use it.
For a future step in a broader plan, approval can be recorded before activation. That promotion waits for its scheduled start. Check the promotion's actual status and dates instead of relying only on the proposal's **Running** label.
If you do not want the suggestion, choose **Not now**, select a reason, optionally add a note and confirm **Decline this one**. This records a decision, rather than postponing the same card for later. Declining leaves the linked draft promotion in place. Decided or expired suggestions cannot be reopened here.
## Platform notes
These steps describe the web app. In the mobile app, open **Wingman** from the shop home screen to review proposals, approve or decline them, and adjust or save an offer. Pull down to refresh the feed. Use the web app for detailed measured results and result feedback. Closing a detail submits no decision. During mobile approval, decline or saving, Back, swiping down and tapping outside cannot close the sheet. **Done** can contain declined or expired suggestions as well as promotions with results; it does not mean every card ran successfully.
## Market notes
The flow applies in Great Britain and Germany. Check the shop's currency and offer dates. Proposed discounts still need to meet the shop's promotion rules when saved or activated.
## Troubleshooting
* If an adjustment is refused, review the permitted discount and proposed limits instead of repeatedly sending the same change.
* After an approval error, refresh the proposal and promotion before trying again. Another manager may already have decided it.
* If the assistant is unavailable, leave the draft unchanged and return later or contact Tapp support.
## Related articles
* [Create a promotion](/en/promotions/create-percentage-or-fixed-promotion)
* [Activate, pause or end a promotion](/en/promotions/activate-pause-or-end-promotion)
# Find and review promotions
Source: https://help.tapp.shop/en/promotions/understand-promotions-hub
Open your shop's offers, understand their status and find the settings you need to change.
Use **Promotions** to review your shop's offers before changing or sharing them. The list shows each promotion's name, discount value, schedule summary and current status. Open the promotion for its full settings.
## Who can do this?
**Owners and Managers** can view and manage the Promotions page. Staff applying an offer at checkout use the Point of sale flow instead; that does not give them access to manage promotions.
## Where to do it
Open **Promotions** in the web app and confirm the selected shop. Offers belong to that shop, so switching shops changes the list you are reviewing.
## Review the list
1. Find the promotion by its name.
2. Read the discount value and schedule summary under the name.
3. Check the status badge, then open the row to review the full conditions, including dates, products, minimum spend and redemption limits.
4. Select **New promotion** to create a different offer.
5. Use **Show ended** to expand older promotions that have been ended. Use **Hide ended** to collapse them again.
An empty list means there are no promotions to show for the selected shop. A loading error is different: check the shop and your access before assuming offers have disappeared.
## Understand the status
* **Draft:** the offer has not been activated.
* **Live now:** the offer is active and its schedule currently allows it.
* **Scheduled:** the offer is active but is not currently shown as live. It may be outside its dates, weekdays or daily times; this label does not necessarily mean the offer starts in the future.
* **Paused:** the offer has been paused.
* **Ended:** the offer has been ended and appears in the expandable ended section.
Live now does not guarantee that every order qualifies. The order still needs to meet conditions such as eligible products, minimum spend and remaining uses. A code-only offer still needs its code even when it is live. The QR symbol beside an active promotion does not tell you whether a code is required. Open the promotion and check how it can be applied.
## Platform and market notes
These steps describe the web app for shops in Great Britain and Germany. Amounts use the selected shop's currency, and schedules use its local time zone. Open the full settings to inspect start and end dates; the list's short schedule summary is not the complete set of conditions.
In the mobile app, read the status text rather than relying on its color. An active offer can also appear Scheduled while its availability check is loading or unavailable. Open the offer to review its conditions; the short schedule summary omits start and end dates.
Whether guests can discover an offer is controlled separately. Do not assume that an offer shown in this management list also appears on the guest ordering page.
## Troubleshooting
If an active offer appears Scheduled unexpectedly, refresh the page and inspect its dates, weekdays and times. The schedule check updates periodically while the page is open, so a badge may lag behind a time change. If that check is still loading or fails, an active offer can appear Scheduled or keep an earlier badge even when the promotion list loads successfully. If the list does not load, ask an Owner to check your shop access and contact Tapp support if the problem persists.
## Related articles
* [Create a percentage or fixed promotion](/en/promotions/create-percentage-or-fixed-promotion)
* [Choose scope and schedule](/en/promotions/choose-promotion-scope-and-schedule)
* [Control guest visibility](/en/promotions/control-guest-visibility)
# Check in and out of your shift
Source: https://help.tapp.shop/en/shift-management/check-in-and-out
Record when you start and finish work, including a late check-out with an entered finish time.
Check in when you start working and check out when you finish.
## Who can do this?
Staff can record their own attendance for an assigned shift in their shop. Owners and Managers also have access to their own check-in actions. If you need a missing or incorrect record corrected, contact your Owner or Manager.
## Where to do it
In the mobile app's personal **Work** area, find **Check-ins**. A shift becomes available for check-in from one hour before its scheduled start until its scheduled end. An active check-in remains available to manage after the scheduled end.
## Check in
1. Open the shift's check-in card and check the date and hours.
2. Select **Confirm check in**.
3. In the confirmation message, select **Check in**.
4. Wait for the **Checked in** result and check the recorded start time.
Tapp records the current time when you confirm. You cannot enter an earlier start time in this flow. You must be assigned to the shift, and you can have only one active check-in in the same shop. A completed check-in for the same shift cannot simply be started again.
Checking in also closes any open offer you made for that shift and rejects pending requests to take it.
## Check out
1. Open **Manage check-in** for your active record.
2. If the scheduled end was no more than 15 minutes ago, choose **Check out now** and confirm **Check out**. This records the current time, including when you finish before the scheduled end.
3. If the scheduled end was more than 15 minutes ago, enter the time you actually finished and a reason under **Why are you checking out late?**
4. Check the displayed time, choose **Check out with entered time**, then confirm **Save**.
5. Wait for **Checked out**. Use **View all** in the check-in area to review your records.
Enter a finish time from your check-in up to the present; future times are not allowed. The form initially suggests the current time adjusted to the available range. If you finished earlier, change it to your actual finish time. The picker normally uses five-minute steps and can adjust a selection to the available range. Recheck its displayed value before saving, particularly after an overnight shift.
## Review your records
Select **View all** beside **Check-ins**. **Latest** shows available check-in actions or your active check-out. Those rows show scheduled hours; historical attendance rows show recorded times. **Missed** rows show the planned hours, not hours worked.
**Last week** groups recent records; **Last month** can include older records too. These headings are not exact calendar periods. Use each row's date and times. Select **Load more** for additional entries and pull down to refresh. If the list fails to load or appears incomplete after refreshing, reopen it before assuming a record is missing.
## Platform notes
Planning a shift is separate from checking in, and reaching the scheduled end does not mean you have checked out. If a record has been open for more than a day or the time picker cannot express your actual finish correctly, ask your Owner or Manager to help correct it.
## Market notes
The timing rules apply in Great Britain and Germany. The mobile check-in controls use the shop's time zone. Review dates as well as hours when working across midnight or away from that time zone.
## Troubleshooting
* If no shift is available, check your assignment, selected shop and whether you are within the check-in window. A loading error does not mean there is no assigned shift.
* If Tapp says you already checked in, inspect your current record before trying again. Do not create another record to work around an unclear result.
* If a late check-out cannot be saved, check the finish time and enter a reason. If the action fails, refresh and inspect your record before resubmitting it.
* For a missed check-in or incorrect time, contact your Owner or Manager. If the app keeps failing, contact Tapp support.
## Related articles
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
* [Offer your shift](/en/shift-management/offer-your-shift)
# Collect your team's shift preferences
Source: https://help.tapp.shop/en/shift-management/collect-shift-preferences
Open a month for staff preferences, review responses and correct desired hours or working days.
Collect the hours and days your team would like to work before planning a month. Saving preferences does not assign shifts or approve time off.
## Who can do this?
Owners and Managers can open and close collection periods and edit team members' preferences. Staff submit their own preferences while registration is open.
## Where to do it
In the web app, select the shop, open **Shifts** and choose **Preferences**. The **Shift preferences** panel has **Periods** and **Preferences** tabs. Mobile instructions are below.
## Open a month in the web app
1. Open **Periods**. **Plan** lists unopened months from this month through the next eleven. Use **View all** to expand a section.
2. Select **Open** for the intended month and confirm. Wait for the success message and check that registration is open.
3. Open **Preferences** to check the submitted count and each person's response.
Period totals can include responses from people no longer in the current staff list. Check each current team member under **Preferences** instead of relying on the total alone.
## Review or edit in the web app
1. Under **Preferences**, find the person and month. Scroll up for later months or down for earlier months; older entries load as you scroll.
2. Select their row. **Filled** means submitted; **Unfilled** means a response is missing.
3. Enter **Desired hours** as a whole number from 0 to 360. Check the displayed number after pasting: punctuation and minus signs are removed.
4. Select **Desired working days**. A weekday toggles all matching dates; **All** toggles the month. Use the calendar to adjust individual dates.
5. Check the dates, choose **Save preferences**, wait for success and reopen to verify. Closing before saving discards your edits.
Saving with no days selected records availability for the entire month. Do not clear the calendar to mean “cannot work.” Discuss the intended availability with the person first.
A manager's save fills a missing response on the person's behalf. **Filled** does not prove that they submitted it themselves.
## Close or reopen registration
In the web app, choose **Close** under **Periods** and confirm. Staff can no longer complete or submit responses for that month. Owners and Managers can still correct them.
Reopen registration for missing responses. Submitted responses remain read-only for staff, even after reopening; a manager must correct them. Closed past months have no **Open** button. Opening or closing registration does not create or publish a schedule.
## Platform notes
In the mobile app, open **Work** and select **View all** beside **Preferences**.
* Under **Periods**, tap the closed-lock button to open a month or the open-lock button to close it. These actions happen immediately, without confirmation. Check the month first and pull down to refresh after an error.
* Under **Preferences**, find the month and tap a person. Months run newest first; scroll down for more. Enter hours and days, then choose **Save preferences** for a missing response or **Save changes** for a submitted one. Wait for confirmation and reopen to check.
* Manager edits remain possible after registration closes. The same hours limit and empty-calendar behavior apply.
A missing mobile response may start with that person's latest earlier submitted hours and days. Dates follow weekday position: the first Monday becomes the new month's first Monday. A fifth occurrence is skipped if the month has only four. Review every date; these starting values are not a new submission.
## Market notes
This flow applies in Great Britain and Germany. Confirm the shop and calendar month before saving.
## Troubleshooting
* Use whole hours from 0 to 360; do not leave the field blank.
* If staff cannot edit, check the month and whether they already submitted. Reopening does not unlock submitted responses.
* After a save error, refresh and reopen the entry before retrying. Contact Tapp support if the saved state remains unclear.
## Related articles
* [Submit your shift preferences](/en/shift-management/submit-shift-preferences)
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
* [Request time off](/en/shift-management/request-time-off)
# Compare planned and registered hours
Source: https://help.tapp.shop/en/shift-management/compare-team-hours
Review your team's scheduled hours alongside attendance recorded for a selected period.
Use the hour calculator to compare planned shifts with recorded attendance for each team member. A difference can come from a changed assignment, a missed check-in, an early finish or a check-in that is still running.
## Who can do this?
Owners and Managers can view the team's hours for their shop. Staff cannot access this team summary.
## Where to do it
In the mobile app's manager **Work** area, choose **Hour calculator** under the quick actions. Check the selected shop before comparing figures.
## Review a period
1. Check **From** and **To**. The initial period runs from the start of the current month through today in the shop's time zone.
2. Open either date, choose the day and select **Confirm**. The end must be on or after the start, and the range cannot exceed two years.
3. The summary reloads for the chosen dates; wait for it to finish.
4. Read each person's **planned** and **registered** hours.
5. Pull down to refresh after a check-out or a correction, then compare the figures again.
People appear when they have relevant planned shifts or attendance in the period. An empty result does not list every employee with zero hours. A former team member can still appear if they have matching shifts or attendance. Their presence here does not mean they are currently on your team.
## Understand the figures
**Planned** adds the full duration of shifts starting within the selected dates for which the person is currently assigned. Unpublished automatically planned shifts are excluded. Changes to assignments can therefore change this figure for the same period.
**Registered** adds recorded attendance whose check-in starts within the selected dates. Cancelled attendance is excluded. An ongoing check-in counts up to the time the summary is calculated, or the end of the selected period if that comes first. Refreshing can change this total while someone remains checked in.
The selected end date includes that whole day. For overnight work, the start determines whether the shift or check-in is included. A check-in that began before the selected start date is not included just because it continues into the period. Registered time is cut off at the end of the period, while an included planned shift contributes its full duration.
The display uses hours and minutes: **1h 30min** means one hour and thirty minutes. Attendance totals count whole minutes for each record; leftover seconds from separate records are not added together. Small differences can therefore remain when comparing with more precise timestamps.
## Investigate a difference
Compare the person's schedule with their check-in and check-out records. Check whether a record is still running and whether time off or a transfer changed an assignment. If a time is incorrect, correct attendance first and refresh the calculator. Changing planned hours alone does not correct recorded attendance.
## Platform notes
These steps describe the mobile app's team summary. The summary rows do not open individual records. Use **Team check-ins** to inspect and correct attendance. The figures can change as new attendance or corrections are saved; they are not a frozen copy of the schedule.
## Market notes
This flow applies in Great Britain and Germany. Dates use the selected shop's time zone. Pay particular attention to overnight work when comparing a single day or the end of a month.
## Troubleshooting
* If the date range is rejected, check its order and shorten it to two years or less.
* If figures look too high, check for a forgotten check-out before assuming all registered time was worked.
* If loading fails, refresh. A loading error is not a zero total. Contact Tapp support if the summary remains unavailable.
## Related articles
* [Check in and out](/en/shift-management/check-in-and-out)
* [Correct team attendance](/en/shift-management/correct-team-attendance)
# Review and correct team attendance
Source: https://help.tapp.shop/en/shift-management/correct-team-attendance
Check recorded attendance and correct a team member's start or finish time for a shift.
Check recorded attendance before correcting it.
## Who can do this?
Owners and Managers can correct their shop's team attendance. Staff can manage their own check-ins, but cannot change another person's records here.
## Where to do it
In the web app, select the shop, open **Shifts** → **Check-ins**, select the person for **Manage attendance**.
In the mobile app, open **Work** → **Team check-ins** → **View all**. The dashboard previews only three people. Choose **Today** or **History**, scroll for more and select the person. For a shift with one person, you can select the whole card.
Mobile **History** initially covers the previous 60 days. Narrow it with **From** and **To**; when both are set, keep them no more than 60 days apart. History excludes shifts ending today. Pull down to refresh. A scheduled duration or work-role label on a card does not prove someone attended; check the person's record.
A missing valid check-in shows **Late** from the scheduled start and **Missed** from the scheduled end. Verify actual attendance.
## Correct times in the web app
1. Check the person's name, shift date and hours.
2. Enter the actual start under **Check-in time**. A missing start may default to the scheduled time. Select **Modify check-in**, confirm and wait for **Check-in updated**.
3. Enter the actual finish under **Check-out time**. Without a saved finish, the suggested value is the earlier of the scheduled end and now. Check it carefully.
4. If **Why is this check-out late?** appears, enter a reason. Closing an active record more than 15 minutes after its scheduled end requires this explanation.
5. Select **Modify check-out**, confirm and wait for **Check-out updated**. Verify both saved times.
Save a missing start before entering a finish. Start and finish save independently. Neither can be in the future, and the finish cannot precede the start. Updating a completed record's start keeps its finish. Updating its finish does not request a new late reason or replace the existing reason shown in the web form.
## Platform notes
In the mobile app, under **Manage attendance**, choose **Modify check-in** or **Modify check-out**, select the actual time, choose **Confirm**, then confirm the person and time. Check the refreshed record after each action.
The picker uses five-minute steps and only enables confirmation when its value changes. If you need to save the unchanged suggested time or a time you cannot select accurately, use the web app. Do not enter an inaccurate time to enable confirmation.
A missing finish defaults to the scheduled end, which may still be in the future. For an unfinished record, the mobile form asks for a reason once the current time is over 15 minutes past the scheduled end—even when entering an earlier finish. Enter it before opening **Modify check-out**.
## Mark a record as missing
Choose **Mark as missing** and confirm only when the record should stop counting as valid attendance. This cancels an existing record, including a completed one, and keeps the shift assignment. Without a record, it creates nothing.
Adding the check-in again reactivates the cancelled record with a new start and clears its old finish and reason. Enter the actual finish separately if needed. Adding a missing check-in can also close the person's offer and reject requests to take that shift.
The mobile **Delete shift** action removes the whole shift. It is not an attendance correction; read [the deletion guide](/en/shift-management/review-and-delete-shifts) first.
## Market notes
Great Britain and Germany use the shop's local time. Check-in uses the shift's start date; an early-morning check-out can fall on the following day. If the form cannot represent the correct day, contact Tapp support.
## Troubleshooting
After an error or outdated result, reopen the refreshed entry and check what saved before retrying. If another active check-in blocks a correction, resolve the actual attendance with the person first. A loading error does not mean there are no records.
## Related articles
* [Check in and out](/en/shift-management/check-in-and-out)
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
# Create a shift and assign your team
Source: https://help.tapp.shop/en/shift-management/create-and-staff-a-shift
Set a shift's date, hours and staffing needs, then choose the people who will work it.
Plan working times and staffing needs. Places can remain unfilled. Staffing counts show assignments, not check-ins.
## Who can do this?
Owners and Managers can create shifts and assign people for their shop. Staff cannot create shifts or assign other team members.
## Where to do it
In the web app, select your shop and open **Shifts**. Choose **Day**, **Week** or **Month**, and use the arrows to reach the date you need. **Today** returns to the current date for the shop.
In **Day** or **Week**, drag an empty area in 30-minute steps. The form keeps the starting date; set overnight hours there. Save to create the shift.
## Create in the web app
1. Select **Add shift**. Check **Date**; it starts with the date selected in the calendar.
2. Enter **Starts** and **Ends**. Identical times are unavailable here. An earlier end time means the next day, such as 22:00–02:00.
3. Under **Roles needed**, choose the work role required or **Any role**. Work roles describe duties, not account permissions.
4. Set **People** with plus or minus: 1–99 per role.
5. Search for team members and select the people you want to assign. For a specific work role, the list includes people with that role. People already working an overlapping shift cannot be selected.
6. Check names and staffing needs, then choose **Save shift**.
7. Reopen the shift and check times, staffing count and **Assigned staff**.
Changing the required role clears the people selected for that role. Reducing the number of people can also remove selections. Recheck the names after either change.
The web staffing summary uses the total assigned and required people. Check each role’s filled and required places separately.
## Change an existing shift
In the web app, open the shift and choose the pencil button, **Edit**. Change its details and choose **Save shift**. Reopen it to check the result.
Saving through either app’s shift editor can cancel ongoing check-ins, even with the same people selected. Review attendance afterward and contact Tapp support if a record needs correction.
For time-only changes in the web app, the calendar’s resize controls keep assignments. Check saved times and attendance separately.
## Platform notes
In the mobile app, open **Work → Schedule** and choose **Create a shift** or **Add shift** under the intended date. The form keeps that date. Set **Start** and **End**, then **Confirm** changed times in five-minute steps. An end time earlier than or equal to the start means the following day. Identical times therefore create a full-day shift; check carefully.
Set **People needed?** (1–99) and **Required competence**, or **Any**. Search and select staff, then **Save shift**. Changing competence clears selections; reducing capacity removes excess selections. With one place, choosing another person replaces the selection.
To edit, open the shift, choose **Modify shift**, then **Save changes**. This editor supports one required role for the whole shift. Saving a shift with several role requirements replaces them with one, initially **Any**. Avoid saving here if those separate requirements must remain.
Manual shifts need no separate publish step after saving.
The mobile time picker rounds to five-minute steps. Check the displayed time before **Confirm**. Closing the picker without confirming keeps the form’s previous time; save the form separately.
## Market notes
In Great Britain and Germany, shifts use the shop’s local time. Check the date when planning from another time zone. Planned hours do not confirm hours worked.
## Troubleshooting
* If a person is missing, clear the search and check the required work role. If they are unavailable, check for another shift at the same time, including in another shop.
* For multiple filled places, remove someone or increase capacity before selecting another person.
* If saving fails, close the form, refresh and inspect the shift before retrying. A new shift may exist or an edit may have removed assignments. Check times and names; the old schedule may not be restored.
* If staff or shifts unexpectedly appear missing, reopen and refresh before saving. Contact Tapp support if the problem persists.
## Related articles
* [Shift management](/en/shift-management/index)
* [Find your team members](/en/staff/view-staff-details-and-performance)
* [Switch shops](/en/shop-overview/switch-shops)
# Generate and review a monthly shift plan
Source: https://help.tapp.shop/en/shift-management/generate-a-shift-plan
Build a draft from your templates and team preferences, check every assignment, then publish the plan.
Prepare a month's shifts from daily templates. Review the draft: assignments may exceed preferred hours or fall outside preferred working days.
## Who can do this?
Owners and Managers manage the shop’s monthly draft. Coordinate before replacing or discarding it.
## Where to do it
In the web app, select the shop, open **Shifts** and choose **Autogen**. Prepare your shift templates and collect the team's preferences first.
## Build the draft
1. Choose a month and select **Next**. This screen offers months with open preference registration. Open the month under **Preferences** if it is missing.
2. Choose the people to include. Everyone is selected initially; remove anyone who should not be scheduled. At least one person must remain selected.
3. Check who has submitted preferences. Missing responses do not exclude a person from planning.
4. Select **Next** and choose a template for every weekday. **Same template every day** applies one template to all seven days.
5. Choose **Generate** and wait for **Review the draft**.
Generating again replaces the month’s draft and its edits. Use **Review draft** to inspect it instead. Published shifts remain; check for duplicated staffing needs.
## Check the proposed assignments
Review daily shifts, assigned people, open places and **Assigned hours**. These hours cover the draft only; add already published shifts when checking monthly totals. Check approved time off, overnight shifts and commitments at other shops.
Preferences are not availability limits. Assignments can exceed desired hours, including zero, or fall outside selected dates. Exclude anyone who should not work.
For missing responses, planning can reuse earlier submitted hours and corresponding weekdays. Otherwise, planning starts with 160 hours and configured days. Confirm availability with the person.
Select a draft shift to edit it, or use its delete button and confirm. Every weekday needs a template. The hint suggests an empty template for closed days, but the template editor requires a time block. Delete unwanted shifts on closed dates before publishing.
When assigning people within a draft, overlapping draft shifts in the same shop also count as busy. Drafts in other shops do not reserve the person; coordinate those plans before publishing.
## Publish or discard
Check availability, time-off and assignment changes since generation. **Publish** uses the saved draft without replanning. Select it and confirm. The team sees assigned shifts, including those with unfilled places.
**Discard** and **Discard and leave** delete the monthly draft after confirmation. Published shifts remain. After an error, inspect the plan before retrying.
## Platform notes
To keep an unfinished draft, use the web app and avoid opening **Work** → **Autogen** in the mobile app. Opening or returning to that mobile screen can delete unpublished drafts for every month with open preference registration in the shop, including another manager’s draft, without confirmation. Published shifts remain.
For a new mobile plan, choose **Autogenerate shifts**, select the month and team, then **Next**. Check the selected names: **Clear all** can select everyone again. Assign all seven weekdays before **Generate**, even if the button becomes available earlier.
In the preview, tap a shift to edit and check assigned hours and **Missing staff**. **Approve** publishes after confirmation. **Discard draft** and **Leave and delete draft** delete the draft after confirmation; neither keeps it for later. Publishing does not record worked hours.
## Market notes
The flow applies in Great Britain and Germany. Review the selected shop's dates and working hours before publishing.
## Troubleshooting
* If generation is unavailable, check the open month, selected team and all seven weekday templates.
* If places remain open, review work roles, existing assignments and approved time off before changing the plan manually.
* If the draft cannot load or its saved state is unclear, refresh and contact Tapp support before regenerating or publishing.
## Related articles
* [Use shift templates](/en/shift-management/use-shift-templates)
* [Collect shift preferences](/en/shift-management/collect-shift-preferences)
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
# Shift management
Source: https://help.tapp.shop/en/shift-management/index
Plan shifts, manage team requests and compare scheduled work with recorded attendance.
Use **Shifts** in the web app to view your shop's schedule by day, week or month. Owners and Managers can create shifts, set staffing needs and assign team members.
Team members use the mobile app for their own shifts, requests, preferences and check-ins. Choose the guide for the task you want to complete.
On the mobile home screen, **Work** offers **Manage shifts** for team planning and **My work** for your own work. Owners and Managers can use **My work** to open their personal schedule and request offered shifts for themselves.
Owners and Managers also have a work overview in the mobile app. Under **Work**, swipe through **Today’s shift** cards or select **View all** to open the schedule. **Confirmed** means the required number of people is assigned; it does not confirm attendance. A card shows at most five people or empty places and only the first work role. Check the full schedule for details.
In the manager’s mobile **Schedule**, weeks start on Monday. Swipe the date row sideways to change weeks; tap a date to jump to its section. The list still contains the whole week. Tap a shift to open its details. Its staffing count shows assigned people out of the number needed, such as **2/3**. Today’s colored dot does not prove full staffing. If the schedule unexpectedly looks empty, pull down to refresh before creating another shift.
Choose dates, hours and people, and check the saved result.
Find scheduled shifts, adjust their times or remove shifts you no longer need.
Review the people in your shop before planning their work.
Use the mobile app to ask to take a shift or withdraw your request.
Approve or reject a request and check the resulting assignment.
Offer your assigned place to teammates or take back an open offer.
Record your start and finish, including a late check-out.
Review recorded times and correct missing or inaccurate attendance.
Decide requests and check the resulting staffing gaps.
Submit dates for approval and edit a pending request.
Set up the skills a shift needs and assign them to your team.
Reuse shift times and staffing needs on another day.
Compare planned shifts with registered attendance for a period.
Open a month for responses and review desired hours and days.
Share your desired hours and days before the month is planned.
Build and review a draft before publishing shifts.
A staffed shift means people are assigned. It does not confirm that they have checked in or worked the planned hours. Check attendance separately when reviewing actual work.
# Manage work roles for shifts
Source: https://help.tapp.shop/en/shift-management/manage-work-roles
Create work roles, assign them to team members and understand what happens when a role is removed.
Work roles describe the skills or duties a shift needs, such as barista or kitchen work. Tapp calls these **Competences**. They are separate from account permissions: giving someone a work role does not make them an Owner or Manager.
## Who can do this?
Owners and Managers can create, rename and remove work roles for their shop and assign them to team members. Staff cannot change these settings.
## Where to do it
In the web app, select the shop, open **Settings** and choose **Competences**.
## Create or rename a work role
1. Select **Add competence** and enter a clear name.
2. Choose **Save competence** and wait for the success message.
3. Check that the name appears in the list.
4. To rename a role, select its pencil button, change the name and save again.
Names cannot be empty and can contain up to 100 characters. Choose a distinct name instead of creating duplicates. Creating a role makes it available for shift staffing; it does not automatically give that role to everyone in your team.
## Assign roles to a person
Use the mobile app's manager **Work** area and choose **Competences** under the quick actions.
1. Select the team member from **Manage staff**.
2. In **Competences**, select the roles that person has. Clear a selection to remove that role from the person.
3. Select **Continue** to save the selection. Wait for saving to finish; the panel closes on success.
4. Reopen the person's selection and check the saved roles before using them in a shift plan.
Closing the selection before **Continue** discards your unsaved changes. Removing a role from a person does not remove their existing shift assignments. Review those shifts separately.
A shift that requires a particular role offers matching people when you choose staff. **Any role** does not require a specific skill assignment. If you need another work role, create it first and then check which team members should hold it.
## Delete a work role
In the web app's competence list, select the role's delete button. Read the confirmation, then choose **Delete competence** only if you intend to remove that role from the shop.
Deleting a role removes it from team members. Existing shifts and templates that required it change to **Any role**, while people already assigned keep their shifts. It is also removed from any tip-sharing groups that selected that role. Review affected schedules, templates and tip-sharing settings afterward.
Recreating the same name makes the role available again, but does not restore its earlier staff, shift, template or tip-sharing selections. Check and rebuild the requirements and staff assignments you still need.
## Platform notes
To edit the shop’s role list in the mobile app, open **Work** → **Competences**, then tap **+**. Choose **Add competence** for a new row, or edit an existing name. Tap **Save competences** to apply the list changes.
To remove a role, tap its **×**, confirm, then save. Do not leave an existing name blank: saving deletes that role too. Closing before saving abandons these list edits. After a save error, close the editor, pull down to refresh the list, then reopen it; earlier changes may already have saved.
In German, web settings use **Qualifikationen**, while the mobile work area uses **Kompetenzen**.
## Market notes
The flow applies in Great Britain and Germany. Roles belong to the selected shop. Check the shop before changing its list or deciding who can fill a shift there.
## Troubleshooting
* If a name is rejected as already taken, review the existing list before adding another role.
* If you cannot select a person for a shift, check their saved work roles and whether another shift overlaps.
* If saving a person's selection fails, reload it before retrying. Some additions or removals may already have saved.
* If a deleted role still appears in a plan, refresh and inspect the affected shift or template. Contact Tapp support if the result remains unclear.
## Related articles
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
* [Understand account roles](/en/staff/understand-roles-and-permissions)
# Offer your shift to a teammate
Source: https://help.tapp.shop/en/shift-management/offer-your-shift
Make your assigned shift available for a teammate to request, or take back an open offer.
If you want a teammate to take one of your shifts, offer it from your schedule. You remain assigned until someone requests it and an Owner or Manager approves the transfer. Offering a shift does not cancel it or remove you from the schedule.
## Who can do this?
Staff, Owners and Managers can offer their own assigned shifts from the personal work area. You cannot offer a shift after checking in while that attendance record remains valid. An Owner or Manager must approve a teammate's request before the assignment changes.
## Where to do it
In the mobile app, open **Work**, choose **Schedule**, then open **My schedule**. Find the shift you want to offer and tap its row.
Owners and Managers can start from the home screen: choose **Work → My work**, then **Schedule**. Choose your personal schedule to offer your own shift. **Manage shifts** opens team planning instead.
## Offer the shift
1. Check the date, hours and work role in the shift details.
2. Read the **Offer this shift** message. It explains that you stay scheduled until a teammate's request is approved.
3. Select **Offer to team** and wait for the result.
4. Return to your schedule and check that the shift is shown as **Offered**.
5. Wait for an Owner or Manager to approve a teammate's request. Check your schedule again to confirm a transfer; do not treat an open offer as permission to miss the shift.
This offers your assigned place to the team. It does not choose a particular replacement or automatically swap one of their shifts with yours.
## Take back an open offer
If you decide to keep the shift, open the offered shift again. Read **Take back this offer**, then select **Take back offer**. Once the action succeeds, the offer is no longer available for teammates to request. Pending requests for that offer are rejected, and you stay assigned.
If you later offer the shift again, teammates need to request the new offer. Previous requests do not carry over.
You can only take back an offer while it is still open. If a transfer has already been approved, speak to your Owner or Manager about any further change.
## Platform notes
These steps describe the personal schedule in the mobile app. Teammates request an offer from **Open shifts**, and managers review those requests separately. Checking in closes your open offer and rejects pending requests for it, so it cannot be transferred while you continue working under that assignment.
## Market notes
The flow applies in Great Britain and Germany. Compare the date and hours with your shop's schedule, especially when a shift ends the following day or you are viewing it from another time zone. Offering a shift does not itself record leave or change recorded working hours.
## Troubleshooting
* If Tapp says you already checked in, contact your Owner or Manager if the attendance record is incorrect. Do not change a valid record just to make the offer possible.
* If an offer cannot be taken back, refresh your schedule and check whether it has already been transferred or closed.
* If the action reports an error, reopen the shift before trying again. Check whether it is already marked **Offered** or whether the offer has disappeared.
* If the saved assignment remains unclear, speak to your Owner or Manager. Contact Tapp support if the app continues to show an error.
## Related articles
* [Request an offered shift](/en/shift-management/request-an-offered-shift)
* [How shift requests are reviewed](/en/shift-management/review-shift-requests)
# Request an offered shift
Source: https://help.tapp.shop/en/shift-management/request-an-offered-shift
Ask to take a teammate's offered shift in the mobile app, or withdraw your request before a decision.
Use open shifts to ask to take a shift that a teammate has offered. Sending a request does not put you on the schedule immediately. An Owner or Manager must approve it first.
## Who can do this?
Staff, Owners and Managers can use the personal work area to request an eligible offered shift in their shop. Owners and Managers decide whether to approve the request. You cannot request your own offer or take a shift that overlaps another shift you already have.
## Where to do it
In the mobile app, open **Work** and find **Open shifts**. Choose **View all** for the full list. You can also open **Schedule** and choose the **Open shifts** tab.
Owners and Managers can choose **Work → My work** from the home screen to reach their personal work area, then use **Open shifts**. Choose **My work** when requesting a shift for yourself; team request reviews are separate.
## Request a shift
1. Find the offered shift and read the date, hours, work role and person offering it.
2. Choose **Claim**. Review the shift shown in the confirmation sheet.
3. Select **Claim this shift** to send the request to an Owner or Manager.
4. Wait for a decision. While the request is pending, the offer lets you choose **Unclaim** to withdraw it.
5. After approval, check **Schedule** and **My schedule** to confirm the shift is assigned to you before treating it as yours.
You must have the required work role for the offered place. An offer appearing in the list does not guarantee that your request can be accepted: eligibility is checked when you request it and again at approval.
## Withdraw a pending request
Return to the offer, select **Unclaim**, then confirm **Unclaim** in the sheet. This removes your pending request. It does not remove a shift that has already been approved and assigned to you. If your plans change after approval, speak to your Owner or Manager about the assigned shift.
## Platform notes
These steps describe the personal work area in the mobile app. Managers review requests separately. The person offering the shift remains assigned until an approval transfers it. If several people request the same offered place, approving one request rejects the others.
## Market notes
The request flow applies in Great Britain and Germany. Read the offered date and hours carefully, especially for an overnight shift or if you are away from the shop's time zone. Check the confirmed schedule rather than relying on the time when you sent the request.
## Troubleshooting
* If you cannot request a shift, check whether it is still available, whether you already requested it, whether you have the required work role and whether another shift overlaps.
* If **Claim** appears again after you sent a request, refresh before trying again. A missing **Unclaim** button does not prove your request disappeared. If Tapp says you already requested the shift, ask your Owner or Manager to check its status.
* If the person or work role shown is unclear, confirm those details before requesting the shift.
* If a request was rejected, do not assume you can submit another request for the same offer. Speak to your Owner or Manager if you think the decision needs review.
* If withdrawal fails, refresh the list: a decision may already have been made. Check your schedule before assuming the request was removed.
* If the list shows a loading error, try refreshing it. A failed load does not mean there are no open shifts. Contact Tapp support if the problem continues.
## Related articles
* [How shift requests are reviewed](/en/shift-management/review-shift-requests)
* [Shift management](/en/shift-management/index)
# Request time off
Source: https://help.tapp.shop/en/shift-management/request-time-off
Send a time-off request from the mobile app and change its dates or note while it is pending.
Send a time-off request so your Owner or Manager can review the dates you want to be away. Submitting a request does not approve it or remove your scheduled shifts.
## Who can do this?
Staff can submit and edit their own pending requests in the personal work area. An Owner or Manager decides whether to approve them.
## Where to do it
In the mobile app, open **Work**, then choose **Time off**. The list shows your pending, confirmed and rejected requests.
## Send a request
1. Select **Ask time off**.
2. Choose the start date and end date in the calendar. The fields above only display your selection; you cannot type dates into them. Both dates are included. For one day off, use the same date for both.
3. Review both fields after selecting dates. Choosing an earlier end date swaps the range. Once both dates are set, the next calendar tap starts a new range; select its end date too.
4. Add an optional note of up to 500 characters to help your manager understand the request.
5. Select **Submit request** and wait for **Submitted**.
6. Return to the list and check that the dates are correct and the request is pending.
The calendar starts each week on Sunday. Faded dates belong to another month and cannot be selected here. Use the month arrows to reach them. You can choose a start in one month, move to another month and choose the end.
You cannot submit overlapping dates when you already have a pending or approved request for that period in the same shop. Review your existing requests before creating another one.
## Change a pending request
Open the request from the list, adjust the dates or note, then select **Submit request** again. Wait for the update confirmation and reopen the request to check the saved details. This updates the existing request; it does not create a second one.
Once the request has been decided, you can open its details but cannot edit them in this screen. There is no cancellation button in this personal time-off flow. If you no longer need the dates, speak to your Owner or Manager rather than submitting a duplicate request.
## Check the decision
A **Confirmed** request has been approved; a **Rejected** request has been declined. While it is **Pending**, keep checking your schedule and do not assume the time off is agreed.
After approval, review your assigned shifts with your Owner or Manager, especially around overnight work at the edges of the requested dates. Approval can remove affected assignments, but you should confirm the resulting schedule.
## Platform notes
These steps describe the personal work area in the mobile app. The manager's web app uses **Time off** to review requests. In German, the mobile app calls this area **Freizeit**, while the web app uses **Urlaub**.
## Market notes
The request uses calendar dates in both Great Britain and Germany. Check the selected shop and every requested date before submitting. The number of days shown is not the number of shifts you would have worked.
## Troubleshooting
* If submission fails because dates overlap, inspect the existing request and edit it if it is still pending.
* If an update fails, refresh the list: a manager may have decided the request while you were editing it.
* After a connection error, check whether the request already exists before sending it again.
* If requests fail to load, pull down to refresh. Contact Tapp support if the problem continues.
## Related articles
* [How time-off requests are reviewed](/en/shift-management/review-time-off)
* [Offer your shift to a teammate](/en/shift-management/offer-your-shift)
# Review your calendar and delete shifts
Source: https://help.tapp.shop/en/shift-management/review-and-delete-shifts
Find a shift, adjust its hours and understand what remains when you delete it.
Check staffing and attendance before deleting a shift.
## Who can do this?
Owners and Managers can review and change their shop's schedule.
## Where to do it
In the web app, select the shop and open **Shifts**.
## Review the calendar and change hours
Use **Day**, **Week**, **Month**, the arrows and **Today** to find a date. Weeks start on Sunday. Day and week views initially show around 08:00; scroll for other times. Open a shift to inspect people and hours.
In **Month**, select a day or its additional-shifts count for the full day list. Cards show hours, staffing and people; the pencil edits and the bin requests deletion. The **+** beside a date opens a new-shift form. Faded adjacent-month dates remain usable; check before adding.
Overnight shifts appear under their start date in the month list and across both dates in day/week grids. These blocks belong to one shift. A **+** beside initials counts additional assigned people.
Drag an empty grid area to prepare a new shift; review and save the form. Drag an existing shift’s start or end edge to save revised hours directly. Wait for success and reopen to check. Resizing keeps assignments and does not correct attendance.
You can focus either resize control and use up/down arrow keys for 30-minute changes. Each accepted step saves immediately; wait before another change.
If a resize is interrupted, reopen the shift and check its hours: interruption can still save the change.
Overlaps with an assigned person’s other shift can be rejected. Check saved hours after errors before retrying.
Web labels **Morning shift**, **Afternoon shift** and **Evening shift** follow the start time, not a custom name or attendance status. Check the exact hours.
## Delete a shift
In the web app, open the shift details, select delete and read the confirmation. Choose **Delete shift** to remove the whole shift. This cannot be undone in either app.
Deletion removes the shift, its staff assignments and related offers and requests to take the shift. It does not transfer those people to another shift. Check the remaining schedule and arrange any replacement work separately.
Recorded attendance is retained, but loses its link to the deleted shift. Deleting a shift does not check anyone out or correct their hours. If someone has started or completed work, review their attendance before deleting anything and use attendance correction for inaccurate times. Contact Tapp support if a remaining check-in cannot be managed after deletion.
Creating a new shift with the same date and hours does not restore the deleted assignments, offers or requests, or reconnect the retained attendance. Review staffing and attendance separately if you need to rebuild the schedule.
After a deletion error, refresh the calendar and check whether the shift still exists before repeating the action.
## Platform notes
In the mobile app, open **Work → Schedule**, find the date and tap a shift. The manager’s week starts on Monday. Review **Shift time**, **Assigned staff**, **Duration** and **Roles**. Mobile schedule cards round durations to whole minutes. The staffing count measures assignments, not attendance. Roles beneath a person’s name describe their work roles generally; check **Roles** for this shift’s requirements.
Choose **Modify shift** to open the editor, or **Delete shift** and then **Delete** in the confirmation. **Cancel** keeps the shift. After successful deletion, the details close and the schedule refreshes. Check attendance separately before deleting. Staff use their personal schedule; this manager deletion flow is unavailable to them.
## Market notes
The flow applies in Great Britain and Germany. Check the shop and date before making changes.
## Troubleshooting
If a shift is missing, check its start date and whether it is still an unpublished draft.
Missing details can reflect loading problems. The web day list falls back to assigned names when attendance is unavailable. Mobile **No one assigned yet** can also appear after a failed lookup. Close, refresh and reopen before acting on an unexpected empty list. Check team attendance separately; contact Tapp support if unclear.
## Related articles
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
* [Correct team attendance](/en/shift-management/correct-team-attendance)
* [Generate a shift plan](/en/shift-management/generate-a-shift-plan)
# Approve or reject a shift request
Source: https://help.tapp.shop/en/shift-management/review-shift-requests
Review a request to take an offered shift and check the assignment after your decision.
An Owner or Manager must approve a request before an offered shift transfers to another team member. This does not exchange two shifts automatically.
## Who can do this?
Owners and Managers can review requests for their shop. Staff can submit their own requests but cannot approve or reject them.
## Where to do it
In the web app, select your shop, open **Shifts**, then select **Claims**. The **Shift requests** panel has **Pending approvals** and **History** tabs.
## Review and decide
1. Open **Pending approvals**. Requests are ordered by the upcoming shift time. Scroll to load more if needed.
2. Read the shift date, hours, work role and the two names. Check who is offering the shift and who wants to take it.
3. Choose **Approve** to transfer that assignment to the person requesting it, or **Reject** to decline this request. The decision is submitted when you select the button; there is no separate confirmation step.
4. Wait for the result, then check **History** for the decision.
5. After approval, open the shift in the calendar and check **Assigned staff** to confirm who is now scheduled.
Approving one request also rejects other pending requests for that same offered place. Rejecting a request leaves the original person assigned and does not by itself close the offer to everyone else.
## If approval is refused
The offer must still be available and the original person must still hold the assignment. The person taking it must meet the work-role requirement and have no overlapping shift. Their availability can change between submitting the request and your decision.
Approval is also refused when the original worker has already checked in and that attendance record has not been cancelled. This includes a completed attendance record, not just someone currently checked in. Check what actually happened and contact Tapp support if attendance needs correction; do not cancel a valid record just to force a transfer.
## Platform notes
In the mobile app, open **Work** → **Pending approvals**. Swipe through the preview or select **View all** for **Shift requests**. Review both people and the shift details. Select **Approve** or **Reject**, then confirm. **Cancel** leaves the request unchanged. Wait for the result and check the assignment.
Use **Pending approvals** or **History** and scroll for more. Mobile history groups decisions by their date in the shop’s time zone, newest first; the card shows the shift date. Pull down to refresh from the beginning. For a loading error, select **Try again**. If cards repeat or look outdated, reopen the list before deciding.
A pending request is not a confirmed assignment. History lists decisions, not attendance or every withdrawn request.
A **Rejected** result can also follow the offer being taken back, the original person checking in, or another teammate’s request being approved. Check what happened before treating the status as an individual rejection by a manager.
History uses the shift details available now. Names and work roles can change or be missing; history does not preserve their original details.
## Market notes
This approval flow is available for shops in Great Britain and Germany. Read the date and hours shown on the request and compare them with the shop's calendar, especially when working across time zones or reviewing an overnight shift.
## Troubleshooting
* If a decision reports an error, reload the requests and check the assignment before retrying. Another person may already have acted on the request, or the offer may have closed.
* If a person is not identifiable or **Any role** looks unexpected, check the shift and its assigned staff before deciding. Missing details can affect the labels shown.
* If the list fails to load, reopen it. An error is not proof that there are no requests.
* If a request is missing from the displayed history, check the actual shift and ask Tapp support when the assignment remains unclear.
## Related articles
* [Request an offered shift](/en/shift-management/request-an-offered-shift)
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
# Review a time-off request
Source: https://help.tapp.shop/en/shift-management/review-time-off
Approve or decline a team member's time-off request and check the resulting staffing gaps.
Review time-off requests before changing your team's schedule. Approval removes the person's affected shift assignments; it does not arrange replacement staff or delete the shifts themselves.
## Who can do this?
Owners and Managers can approve or decline requests for their shop. Staff cannot decide requests through these management controls.
## Where to do it
In the web app, select the shop, open **Shifts** and choose **Time off**. **Requests** shows requests waiting for a decision. **All requests** lets you review the wider list and previous decisions.
## Review and decide
1. Open the person's request. Check their name, dates and **Note**. The calendar starts in the request's first month; use its arrows to inspect later months. Both boundary dates are included. This calendar shows the request without changing its dates.
2. Wait for the affected-shift information to load. Compare it with the person's actual assignments in the calendar.
3. Check any shifts around midnight at the start or end of the requested period. The affected count can differ from the shifts you expect from the shop's local dates.
4. Choose **Approve** to accept the request or **Decline** to reject it. The action is submitted directly; there is no additional confirmation step in this web flow.
5. Wait for the success message, then open **All requests** and check the saved decision.
6. After approval, return to the calendar. Check which assignments were removed and arrange cover for any unfilled places.
Declining a pending request does not remove the person's assignments. Approving affects existing assignments included in the calculation. Do not assume it prevents every later manual scheduling change; continue checking the approved time off when assigning people.
## Check the result carefully
The preview is an aid to review, not a promise that every local-date overlap will be handled. An overnight shift may start before the time-off period and still run into it. Also check shifts starting close to midnight on either boundary day.
If work has already started, review attendance separately. Approval does not by itself correct an active check-in or recorded working hours. Contact Tapp support if assignments or attendance no longer match what happened.
## Platform notes
In the web app, **Approve** remains available while the preview loads or if it fails. No impact warning can mean either zero affected shifts or an unavailable result. Check the schedule before deciding.
In the mobile app, approval stays unavailable while the affected-shift preview loads or if it fails. Close and reopen the request to try loading the preview again. After a preview error, declining remains available once loading finishes.
Neither app offers an undo button in the request details. The web app shows decided requests with a close action; the mobile app opens requests from **All requests** for viewing only. Do not create a duplicate request as a way to reverse an approval. Ask an Owner or Manager to review the required correction and contact Tapp support if needed.
In either app’s **All requests**, look under the month when the time off starts, even if it ends in another month. In the web list, scroll down to load more requests. Check the full range before deciding.
## Market notes
The management flow is available in Great Britain and Germany. Read the requested dates and compare them with the selected shop's calendar. The request's day count is not a count of the person's scheduled shifts.
## Troubleshooting
* If the affected-shift preview fails to load, check the schedule directly before deciding. A missing preview is not proof that no shifts are affected.
* If a decision fails, refresh the request before retrying: it may already have been decided.
* If you cannot identify the person shown on a request, reopen the list and confirm who requested the dates before deciding.
* If you see a loading error, reopen the list. An error is not an empty request list.
* If the saved decision or removed assignments are unclear, contact Tapp support with the requested dates and the message shown.
## Related articles
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
* [Review and correct attendance](/en/shift-management/correct-team-attendance)
# Submit your shift preferences
Source: https://help.tapp.shop/en/shift-management/submit-shift-preferences
Tell your manager how many hours and which days you would like to work in a month.
Share your preferred hours and working days before your manager prepares the schedule. Preferences help with planning. They do not reserve shifts, guarantee hours or approve time off.
## Who can do this?
Staff can submit their own preferences when an Owner or Manager has opened registration for the month. Ask your manager to open the month if it is missing from the available choices.
## Where to do it
In the mobile app, open **Work**, find **My preferences** and select **View all**. Check that you are viewing the intended shop before entering your availability.
## Fill in a month
1. Under **Fill Preference**, find the month marked **Registration open** and select **Fill in**.
2. Enter **Desired hours** as a whole number from 0 to 360 for the entire month. Do not leave the field blank. Check the displayed number, especially after pasting: punctuation and minus signs are removed.
3. Choose **Desired working days**. Select weekdays to include those days throughout the month, or select individual calendar dates.
4. Check every selected date. Selecting an already fully selected weekday removes its dates. **All** selects every day, or clears them when all are already selected.
5. Check the month, hours and dates before choosing **Submit preferences**.
6. Wait for the confirmation, then open **History Preferences** and use **View** to check the saved response.
The calendar starts on Sunday and stays within the selected month. Faded dates from adjacent months cannot be selected. Tap a selected date again to remove it. To enter preferences for another month, leave this form and open that month separately.
If no dates are selected, submitting records every day in the month. Clearing the calendar therefore does not mean that you are unavailable. Discuss a month you cannot work with your manager and use the time-off request flow where appropriate.
When a month has no saved response, the form can start with your latest earlier submitted hours and days. Dates follow weekday position: the first Monday becomes the new month’s first Monday. A fifth occurrence is skipped if the new month has only four. Review these starting values before submitting; opening the form does not submit them.
## Change a submitted response
Submitted preferences are read-only for staff. Ask an Owner or Manager to correct the hours or dates for you. Reopening registration does not unlock a response you already submitted.
A failed submission can leave a saved draft. A draft is not a submitted response; reopen it and check the details before trying again while registration is open.
If registration closes before you submit, you cannot send your remaining draft. Ask your manager whether collection can reopen. Do not assume that closing the form has submitted your changes.
## Platform notes
These steps describe the staff view in the mobile app. Managers collect and correct team responses through their management tools. Check your actual assigned schedule separately after planning.
## Market notes
The same flow applies in Great Britain and Germany. Preferences cover the selected shop's calendar month; check dates carefully when preparing several months.
## Troubleshooting
* If submission fails, reopen the month and check the status inside the form before retrying. A closed draft can appear in history with a misleading **Submitted** row label; the form still shows **Draft**.
* If the month is closed, ask your manager about the registration period.
* If hours are rejected, enter a whole number from 0 to 360 without a decimal or a minus sign.
* If your saved response still looks wrong, contact your manager or Tapp support.
## Related articles
* [Request time off](/en/shift-management/request-time-off)
* [Request an offered shift](/en/shift-management/request-an-offered-shift)
* [Collect your team's preferences](/en/shift-management/collect-shift-preferences)
# Create and use shift templates
Source: https://help.tapp.shop/en/shift-management/use-shift-templates
Save a reusable set of shift times and staffing needs, then add it to a day in your calendar.
A template saves reusable hours and staffing needs. Applying it adds unassigned shifts on the chosen day; it does not replace existing shifts.
## Who can do this?
Owners and Managers can create, edit, apply and delete templates for their shop. Staff cannot manage templates.
## Where to do it
In the web app, select your shop, open **Shifts** and choose **Templates**. The **My templates** panel lists your saved patterns.
## Create a template
1. Select **New template** and enter a distinct **Template name** of up to 50 characters.
2. Under **Time blocks**, set the first block's start and end times, required work role and number of people.
3. Choose **Add block** for another shift in the pattern. Each block becomes a separate shift when applied, even if two blocks have the same hours.
4. Review every block. Start and end times cannot be identical; an end earlier than the start means the shift ends the following day.
5. Choose **Save template** and check that it appears in the list.
Choose **Any role** when no specific work role is needed.
## Add the template to a day
1. Return to the calendar, choose the intended date and select **Add shift**.
2. Check the date in the form, then choose **Apply template**.
3. Select the template and review the confirmation's name, date and number of shifts.
4. Select **Apply** and wait for the result.
5. Inspect the calendar and assign people to the new shifts.
Applying again adds duplicates. After an error, inspect the day before retrying.
## Edit or delete a template
Open a saved template, change its name or blocks, then save. Changes affect future uses; update existing calendar shifts separately.
If an existing template has several work roles within one shift, the web editor shows a separate block for each role. Saving makes each block a separate shift for future applications, even when you only changed the name. Check the block count and staffing needs before saving.
To remove a template, choose its delete action and confirm **Delete**. Already-created calendar shifts remain.
## Platform notes
In the mobile app, open **Work** → **Templates**. Tap **+** to create a template, or select one to edit. Enter its name, set each block's times, role and people count, then tap **Save template**. Use **Add another time block** for more shifts. Closing with unsaved changes offers **Keep editing** or **Leave**. Use the row's **×** and confirm **Delete** to remove a template.
For a template with several roles in one shift, avoid saving it in the mobile editor: only the first role is loaded, and saving removes the others, even after a name-only change. Use the web app and review its separate blocks instead.
Unlike the web editor, the mobile editor accepts identical start and end times as a 24-hour shift. Check both times carefully.
To apply a template, open a new shift for the intended day, choose **Apply template**, select the template and confirm **Apply**. This creates the shifts immediately and closes the form. Check the calendar before repeating an uncertain action.
The mobile time picker rounds to five-minute steps. Check the displayed time before **Confirm**. Closing the picker without confirming keeps the form’s previous time; save the form separately.
## Market notes
The flow applies in Great Britain and Germany. Templates use the selected shop's time zone when applied to a date. Check overnight shifts and the chosen day before assigning staff.
## Troubleshooting
* If you cannot save, check the name and each block's times and staffing needs.
* If a required work role is missing, check the shop's work roles. Removing a role can change existing template requirements to **Any role**.
* After an error, refresh the template list or calendar and check what saved before trying again. Contact Tapp support if the result remains unclear.
## Related articles
* [Create and staff a shift](/en/shift-management/create-and-staff-a-shift)
* [Manage work roles](/en/shift-management/manage-work-roles)
# Assign an unallocated tip
Source: https://help.tapp.shop/en/staff/assign-unallocated-tips
Share a collected tip between eligible team members when it has not yet been assigned.
An unallocated tip has been collected but has no assigned recipients. Owners and Managers can distribute its full amount between eligible team members. This records who receives each share; it does not pay money into their accounts or confirm a cash handover.
## Who can do this?
Owners and Managers can view and assign unallocated tips for their shop. Staff cannot view the unallocated list or assign tips.
## Where to do it
In the mobile app, open **Team** and find **Unallocated tips**. In the web app, open the staff page and find **Unallocated tips**. Check the selected shop before proceeding. On the mobile Team page, pull down to refresh the team, shops and unallocated tips. Wait for the tips to finish refreshing before choosing an order.
## Find the tip
1. Choose a reporting period that includes when the tip was collected.
2. In the mobile app, expand **Unallocated tips** to see the orders.
3. Check the order number and full tip amount.
4. Choose **Assign tips** in the mobile app or **Assign** in the web app.
An empty list only describes the selected period. It does not prove that there are no older unallocated tips. Both apps offer the last 7, 30, 90 or 365 days. The mobile list starts with 7 days and the web list with 30 days. Select the same period before comparing lists.
## Enter the shares
1. Identify each intended recipient by name and, when shown, contact details.
2. Enter a positive amount beside each person receiving a share. Leave other people's fields blank.
3. Use amounts with no more than two decimal places. Either a decimal point or comma is accepted; do not enter a currency symbol or thousands separator.
4. Make the shares add up to the complete tip. In the mobile app, check **Assigned** against the total. In the web app, **Remaining** must reach zero.
5. Review the order, recipients and amounts, then choose **Assign tips** or **Assign**. This saves the assignment immediately without another confirmation step.
6. Wait for completion and refresh the list. A successfully assigned tip leaves the unallocated list.
For example, a tip of 10.00 can be assigned as 6.00 to one person and 4.00 to another. You cannot assign only part of it and leave the rest for later.
## Who appears as a recipient?
The list includes eligible active team members who have completed account setup in this shop. Owners appear only when the shop's tipping policy permits them to receive shares.
Manual assignment does not require a current check-in or one of the work roles selected for automatic sharing. Use your team's agreed tipping policy when choosing recipients. Do not change that policy merely to make someone appear in this list.
## Platform notes
Both apps require the complete amount and eligible recipients. The web dialog can be cancelled before saving. Closing a mobile sheet after pressing Assign does not prove the save was cancelled; refresh and check the result.
There is no undo or redistribution action in this assignment screen. If an assignment is wrong, contact Tapp support. Changing the automatic sharing rule does not rewrite this assignment.
## Market notes
The flow applies in Great Britain and Germany. Enter amounts in the currency shown for the tip. Shares appear in personal reports when assigned, which can be later than the date the tip was collected.
## Troubleshooting
If no recipients appear, check their completed setup and eligibility with an Owner. If another manager assigned the tip, or it was changed or refunded, it may no longer be available. Refresh the list after an error before trying again. Do not assume an error means nothing was saved.
Assignment requires a connection. Wait for the list to finish loading or refreshing before saving. After a failed or uncertain save, refresh and reopen the tip if it is still unallocated. You may need to enter the shares again; check the recipients and full amount before submitting.
## Related articles
* [Choose how tips are shared](/en/settings/configure-tip-sharing)
* [Review tip shares](/en/overview/review-your-tip-shares)
# Change a team member’s role
Source: https://help.tapp.shop/en/staff/change-staff-role
Adjust a person’s access in one shop while keeping an Owner responsible for it.
Change a team member’s role when their responsibilities change. This affects access in the selected shop, not their role in every shop they can use. Check the person and shop before saving.
## Who can do this?
Owners can assign Owner, Manager, or Staff roles. Managers can change roles between Manager and Staff, but cannot change an Owner’s role or make anyone an Owner. Staff cannot change team roles.
## Where
Open **Staff** in the web app, select the team member, and open the editing dialog. Find the role selector alongside the member’s profile details.
## Change the role
1. Check the member’s name and current role. Confirm that you are working in the intended shop.
2. Select the new role. Choose only the access needed for the person’s responsibilities.
3. If a warning appears when lowering your own role, read it before continuing. You may lose access to the team controls after the change.
4. Check the other profile fields before saving. The form requires first and last names of at least two characters, even when your intended change is only the role.
5. Save the changes and wait for the result. Close the success screen and reopen the member’s profile to verify the new role.
6. Ask the affected person to refresh the app or sign out and back in if their screens still reflect the old access. Confirm the shop again before checking their available tasks.
## Keep an Owner in the shop
You cannot lower the role of the shop’s only Owner. If ownership is being handed over, an existing Owner must first make another suitable member an Owner. Verify that the new Owner appears in the team before changing the previous one.
A Manager may see an Owner option in the selector, but cannot save that promotion. Ask an Owner to make an ownership change.
## Platform and market notes
These steps describe the web app. The mobile app also provides team management with different controls. Roles apply to shop membership in both supported markets; changing the app language does not change access.
In the mobile app, confirming a role change saves it immediately. It does not wait for you to save the person’s name or note. Leaving the screen without saving profile edits does not undo a role change that already succeeded.
## Troubleshooting
If saving fails, inspect the member’s profile before repeating the edit. When profile details and role are changed together, the details can save successfully before a role error occurs. Check the saved name, note, and role separately.
For an ownership restriction, check your own role and whether another Owner remains. If a connection problem leaves the outcome unclear, reopen the profile rather than repeatedly saving. Contact Tapp support if the saved role and access still disagree after signing in again.
## Related articles
* [Understand roles and permissions](/en/staff/understand-roles-and-permissions)
* [Edit staff information](/en/staff/edit-staff-information)
* [Remove a team member](/en/staff/remove-staff-member)
# Edit staff information
Source: https://help.tapp.shop/en/staff/edit-staff-information
Correct a team member’s name or note and check the saved profile.
Use staff editing to correct a person’s name or update a short note. Names and notes belong to the person’s profile and can appear wherever that profile is used, including other shops. Treat them differently from a role, which applies to one shop’s membership.
## Who can do this?
Owners can edit team members, including other Owners. Managers can edit Managers and Staff, but cannot edit an Owner’s details. Staff cannot administer other team members’ profiles.
## Where
Open **Staff** in the web app, select the person, and open the editing dialog. Confirm the selected shop and the person’s identity before changing their information.
## Update the profile
1. Review the first and last name. Each must contain at least two characters for the web form to save.
2. Correct the names as needed. Use the person’s actual name rather than a shop-specific nickname that would be misleading elsewhere.
3. Add or update the optional note, up to 64 characters. Keep it appropriate for a shared staff profile. To remove the note, clear its text.
4. Check the selected role. Leave it unchanged if you are only correcting profile information. Follow the role-change guide when access also needs to change.
5. Save and wait for the success message. Close the dialog and reopen the profile to verify the name and note.
This dialog does not change email, phone number, or password. Those are account details and are managed separately through the person’s profile settings.
## If you also change the role
Profile information and role changes are saved separately. The name or note can be saved even if the later role change fails. After an error, reopen the member’s profile and check each value before trying again.
Managers cannot promote anyone to Owner or change an Owner’s role. The shop must retain an Owner, so its only Owner cannot be changed to Manager or Staff.
## Platform and market notes
These steps describe the web dialog. The mobile app also provides team details and editing with a different layout. The same profile and role distinctions apply in both supported markets. Changing the interface language does not translate names or notes entered by the team.
In the mobile app, a confirmed role change is saved separately and immediately. A later failure when saving the name or note does not undo that role change. Check the saved role as well as the profile after an error.
## Troubleshooting
If saving is unavailable, check both name fields. If saving fails, read the message and confirm your own role and the target person’s role. Refresh the profile before overwriting changes another team member may have made. After a connection problem, inspect the saved values rather than assuming nothing changed. Contact Tapp support if the profile still shows unexpected information.
## Related articles
* [Change a team member’s role](/en/staff/change-staff-role)
* [View staff details and performance](/en/staff/view-staff-details-and-performance)
* [Manage your profile and language](/en/settings/manage-profile-and-language)
# Your team
Source: https://help.tapp.shop/en/staff/index
Invite people, review team details, and manage access to your shop.
Owners, Managers, and Staff can read the team list. Owners and Managers handle membership changes. Always check the selected shop before changing someone’s access.
Compare access for Owners, Managers, and Staff.
Add a person by email or phone.
Finish your account with an invitation.
Review contact details, sales, and tip shares.
Update a name or shared profile note.
Update shop access as responsibilities change.
Transfer membership using the mobile app.
End membership without deleting the account.
Separate reading the list from managing the team.
Distribute the full tip between eligible team members.
# Invite a team member
Source: https://help.tapp.shop/en/staff/invite-team-member
Add someone to your shop using their email address or phone number.
Invite a team member when they need access to the selected shop. Check the contact details and intended role first: a person who already has a Tapp account can be added immediately, without a separate acceptance step.
## Who can do this?
Owners and Managers can invite team members. Staff cannot send invitations. Agree the intended role with the person responsible for the shop before sending, especially when ownership is involved.
## Where
In the web app, select the correct shop and open **Staff**, then **Add staff**.
## Send an invitation
1. Choose email or phone and enter the person’s contact details. Use the contact associated with their existing Tapp account when they already have one.
2. For a phone invitation, check the country calling code as well as the number. The initial country selection follows the shop, so change it when the person’s number belongs to another country.
3. Select the intended role. The form needs both a valid contact and a role before you can continue.
4. Review the shop, recipient, and role, then choose **Add team member** once.
5. Read the result. After success, close the dialog and check the team list and any pending invitation entry. Repeat the process separately for another person.
## What the recipient needs to do
A new user receives an invitation and follows the joining process to finish their account. An existing account is linked to the shop directly; the person should sign in normally and check their available shops.
Inviting someone who is already a member does not change their role. For a pending invitation, a repeat invitation can send a replacement code. If signup is already in progress, ask the person to continue it instead of repeatedly inviting them. Use the role-change guide for an existing member’s permissions.
## Platform and market notes
If you manage several shops, use the web app to select the intended shop and send invitations. Changing the shop displayed on the mobile **Team** page does not change the shop used for invitations; those still use the app’s active shop.
On the mobile **Invite team members** screen, choose **Email** or **Phone number**, enter the contact and select the role. Check the phone country code. Choose **Add team member** to place the person in your review list; this does not send an invitation. Repeat for others and remove incorrect cards before choosing **Send invites**.
This team-management form starts with **Staff** and resets to Staff after adding a person or switching contact type. The phone country code also resets after adding a person. Check each entry. Setup invitations use a different initial role.
Email and phone invitations apply in Great Britain and Germany. Check the recipient’s actual contact details independently of the shop’s market.
## Troubleshooting
If sending is unavailable, check the role selection and contact format. If delivery fails, inspect the team list before retrying: a membership may already have been created even though the message was not delivered. Ask the recipient to use the newest invitation after a resend. Contact Tapp support if the person cannot continue joining or an existing account cannot find the shop.
An existing account can appear in the team list while a temporary pending entry is still shown. Reload the page before sending another invitation. Confirm whether the person can select the shop; the pending label alone does not mean that they still need to accept an invitation. If their account setup is unfinished, they still need to complete it.
In the mobile app, returning to the team list after sending does not by itself confirm a successful invitation. Check for the member or pending invitation, and confirm receipt with the person. If neither appears, use the web app to check the result or contact Tapp support before sending repeatedly.
## Related articles
* [Join a team from an invitation](/en/staff/join-team-from-invitation)
* [Change a team member’s role](/en/staff/change-staff-role)
# Join a team from an invitation
Source: https://help.tapp.shop/en/staff/join-team-from-invitation
Use your invitation code to finish your account and access your shop.
An invitation connects your new account to the chosen shop and role. If you already have a completed Tapp account, sign in and check your shops: the invitation may have added access directly.
## Who can do this?
This guide is for people invited by an Owner or Manager. You need access to the contact that received the invitation and to the other contact you provide during signup: both an email address and a phone number are needed.
## Where
Open Tapp’s team signup page from the invitation instructions and enter the six-digit invitation code. Keep the invitation available while completing the account steps.
## Finish joining in the web app
1. Enter the invitation code and continue. If it has been replaced, use the newest invitation.
2. Enter your first and last name. Check the contact already filled in from your invitation; that field is locked in the form.
3. Supply the other contact. If invited by email, enter your phone number with the correct country code. If invited by phone, enter your email address.
4. Create and confirm your password using the displayed rules. Open and read **Terms of Service** and **Privacy Policy**, then select the acceptance checkbox before continuing.
5. Complete the contact check. An email invitation leads to verification of the phone number you supplied; a phone invitation leads to verification of the email address you supplied. This code is separate from your original invitation code.
6. After verification, the web app takes you to sign-in. Sign in with your account, check that the expected shop is available, and confirm your role with the person who invited you.
## Platform and market notes
In the mobile app’s signup area, choose the option to join a team. Enter the six-digit invitation code and select **Join team**. Check the shop shown, add your names and the missing contact, then choose **Continue**. The invited contact is locked here too.
Enter and confirm your password, read **Terms of Service** and **Privacy Policy**, select the acceptance checkbox and choose **Set password**. Use at least eight characters, including uppercase and lowercase letters, a number and a special character. Opening a document does not accept it.
On **Verify your email** or **Verify your phone**, check the destination, enter the six-digit contact code and choose **Verify**. Success returns to sign-in. Shop roles and this joining flow apply in Great Britain and Germany; use your actual contacts and country code.
## Troubleshooting
If **Continue** or **Set password** is unavailable, fill both password fields and select the acceptance checkbox. Check matching passwords and the displayed rules.
If the mobile app says the invitation code has expired, ask the person who invited you to send a new invitation.
If the invitation is rejected, check the newest code and ask the inviter to confirm the invitation is still valid. If the invited contact is wrong, ask them to correct the invitation instead of creating another account with unrelated contact details.
For contact verification, check the displayed destination and its inbox or messages. The invitation code does not complete this separate check. **Verify** needs all six digits.
Contact codes expire after 15 minutes. Wait for the resend countdown, then use **Resend code** and replace the entered digits with the new code after successful sending. In the mobile app, returning to this screen can automatically send another code and clear the input. Use the latest message. The countdown can restart even if sending fails; it does not confirm delivery.
If the connection fails after final verification, try signing in before restarting signup or requesting another invitation: your account may already be complete. Contact Tapp support if you cannot finish or find the expected shop.
## Related articles
* [Invite a team member](/en/staff/invite-team-member)
* [Understand team roles](/en/staff/understand-roles-and-permissions)
# Move a team member to another shop
Source: https://help.tapp.shop/en/staff/reassign-staff-member
Transfer a team member to another shop in the mobile app and verify their access.
Use reassignment when a team member is leaving one shop to work at another. Their access to the original shop is removed and they receive the selected role in the destination shop. Their Tapp account stays the same.
If they need to work at both shops, keep their existing access and arrange access to the second shop separately. Reassignment does not keep them in both teams.
## Who can do this?
You need **Owner or Manager** access in both shops. Staff cannot transfer team members. A Manager cannot transfer someone who is an Owner of the original shop. The original shop must always retain at least one Owner.
Arrange the move with the responsible person at both shops before changing access.
## Where
Use the team list in the mobile app. Select the shop the person is leaving, then open their details. The current web team side panel does not include a transfer control.
## Move the team member
1. Confirm the person and the original shop. Finish any active orders created by that person before attempting the move; the mobile app checks for these orders.
2. Open **Assigned to** and select the destination in **Choose shop**. Check the shop name and address, then tap **Continue**.
3. Leave **Role** unchanged for the transfer. If the person needs a different role in the new shop, arrange that change after verifying the move.
4. Check the displayed destination and tap **Save changes**. Choosing the shop and tapping **Continue** alone does not finish the transfer.
5. Wait for the app to return to the team list. Verify that the person has left the original team, then check their membership and role in the destination shop.
## Keep role changes separate
In this mobile screen, confirming a role change saves it for the original shop immediately. It is not simply a choice of role for the destination. A later transfer failure does not undo that role change.
The app can also save profile edits before attempting the transfer. After an error, check the person’s name, note, role, and shop membership separately before trying again.
## Platform and market notes
These steps describe the mobile app. The shop-access requirements apply in Great Britain and Germany. Your role can differ between shops, so check both before starting. Use the web app to review the team lists afterward if that is more convenient.
## Troubleshooting
A shop appearing in the list does not guarantee that you can manage its team. Check your role in both shops with an Owner.
The transfer cannot proceed if the person already belongs to the destination shop or is the original shop’s only Owner. For an existing destination membership, review the person’s access in each shop separately rather than attempting the transfer again.
If a connection problem leaves the result unclear, refresh both staff lists before retrying. Check the actual membership and role instead of assuming that an error means nothing changed. Contact Tapp support if the two lists still do not match the intended move.
If **Save changes** does not start the move, check any name or note errors first. The mobile screen can also block saving when the profile is missing an email address or phone number, even though those details cannot be edited here. Contact Tapp support if no editable field explains the problem. Do not enter made-up contact details or remove the original membership to work around a failed transfer.
## Related articles
* [Change a team member’s role](/en/staff/change-staff-role)
* [Remove a team member from a shop](/en/staff/remove-staff-member)
# Remove a team member from a shop
Source: https://help.tapp.shop/en/staff/remove-staff-member
End a person’s shop access while keeping their account and existing records separate.
Remove a team member when they should no longer access the selected shop. This removes their membership in that shop. It does not delete their Tapp account or remove their memberships in other shops.
## Who can do this?
Owners can remove other team members, subject to the rule that a shop must keep an Owner. Managers can remove Managers and Staff, but cannot remove an Owner. Staff cannot remove team members.
## Where
Open **Staff** in the web app, select the person, and find the trash icon at the top of the side panel. The panel does not show this action when you are viewing your own account.
## Remove the membership
1. Confirm the selected shop and the person’s name, contact details, and role. Check that this is the membership you intend to end.
2. If the person is moving to another shop, review the reassignment guide first. Removal by itself does not give them access elsewhere.
3. Choose the trash icon and check the name in the **Remove staff member?** confirmation.
4. Confirm with **Remove** only when the intended membership is correct. Wait for the action to finish.
5. Return to the staff list and verify that the person is no longer listed for this shop. Refresh the list if it still shows old information.
This action removes shop access. It does not erase the person’s account or historical transactions.
## Keep an Owner responsible
The shop’s only Owner cannot be removed. If responsibility is changing, first have an Owner make another suitable member an Owner, then verify that membership before removing the previous one. A Manager cannot perform the removal of an Owner.
If you need to leave your own shop membership, ask another authorized team member or Tapp support about the appropriate next step; the web profile’s removal action is for other people.
## Platform and market notes
These steps describe the web app. The mobile app also has team management with different controls. The same membership and ownership safeguards apply in both supported markets. The person’s separate account and access to other shops are not the membership being removed here.
The mobile app can stop removal when it finds active orders created by the person. Review those orders and complete the outstanding work before trying again. Do not assume that the absence of this warning in the web app means that no orders remain.
## Troubleshooting
If removal fails, check your role, the person’s role, and whether the shop would lose its only Owner. After a connection problem, refresh the staff list before repeating the action. If the person needs access again, review the invitation flow instead of assuming the old membership can be restored with an undo button. Contact Tapp support if the saved membership remains unclear.
## Related articles
* [Reassign a team member](/en/staff/reassign-staff-member)
* [Invite a team member](/en/staff/invite-team-member)
* [Understand roles and permissions](/en/staff/understand-roles-and-permissions)
# Understand access to the team list
Source: https://help.tapp.shop/en/staff/staff-access-to-staff-page
Find out what Staff can view and when an Owner or Manager needs to help.
Staff can view the team list for a shop they belong to. Reading the list does not give permission to invite people, change another person’s details or role, remove team members, or move them to another shop.
## Who can do this?
Owners, Managers, and Staff can read the shop’s team list. Owners and Managers administer team membership, with additional restrictions when the person being changed is an Owner. Staff should ask an Owner or Manager to make those changes.
## Where
In the web app, select your shop and open **Staff**. Select a person to open their details in a side panel. Reading a profile and viewing every type of performance information are separate: some information can be unavailable for your role.
## Check your access
1. Confirm the shop shown in the app. Your role can be different in another shop.
2. Open **Staff** and find the person in the team list. Search by their name or contact details if needed.
3. Select the person to review their displayed contact information, role, and note. Close the panel to return to the list.
4. If you need to change team membership or profile details, ask an Owner or Manager. Seeing an edit or removal control does not mean your account can complete the action.
5. If your role needs to change, have an Owner or Manager check your membership. Ownership changes require an Owner.
6. After a role change, refresh the app and confirm the shop again. If the old access remains, sign out and back in before contacting support.
## Platform and market notes
These steps describe the web app. The mobile app presents team information with a different layout. Shop membership and team-administration permissions apply in both Great Britain and Germany. Changing the app language does not change your role.
## Troubleshooting
An empty or failed team list is not an expected consequence of being Staff. Check that you are signed in, have selected the intended shop, and still belong to its team. Refresh after a connection problem.
A failure in an invitation or performance section does not necessarily mean that the team list itself is unavailable. Check which part of the page failed. Ask an Owner or Manager to confirm your access, and contact Tapp support if the problem continues. Use your own account; do not borrow another person’s login to access restricted controls.
Sales figures require an Owner or Manager. If the sales card shows zero while information is unavailable or still loading, do not treat that as confirmation that the person made no sales. Ask an Owner or Manager to check the figures for the same shop and period.
## Related articles
* [Understand team roles](/en/staff/understand-roles-and-permissions)
* [View team details and performance](/en/staff/view-staff-details-and-performance)
# Understand Owner, Manager, and Staff roles
Source: https://help.tapp.shop/en/staff/understand-roles-and-permissions
Check what each shop role allows and why access can change when you switch shops.
Your role determines what you can do in the selected shop. The same person can be an Owner in one shop and Staff in another, so check the shop before requesting a change to access.
## Who can do this?
Owners, Managers, and Staff can use this guide to understand their access. Owners and Managers manage team membership within the limits described below.
## Where
Use **Staff** in the web app to review team members when your role permits it. If you cannot open the team list, ask an Owner or Manager to check your role for the selected shop.
## Owner
An Owner can manage team members at every role level, including other Owners. Ownership changes still have safeguards: a shop must retain an Owner. You cannot remove, reassign, or lower the role of its only Owner.
If responsibility is changing, have another appropriate team member become an Owner before attempting to remove the last one. Check that the change has succeeded in the correct shop before continuing.
## Manager
Managers handle day-to-day administration and can manage Managers and Staff. When editing an existing member’s role, they cannot promote someone to Owner. They cannot change an Owner’s role or details, remove an Owner, or reassign an Owner to another shop.
A Manager cannot promote their own account to Owner. Ask an existing Owner when an action requires ownership.
## Staff
Staff can carry out supported service tasks such as creating orders, managing reservations, seating guests, and redeeming promotions during checkout. Staff can also find guests and create guest records. The separate guest editing and removal actions require an Owner or Manager. When adding a guest, check for an existing profile first and use their correct contact details.
Operational access does not grant permission to administer the team, configure the shop, or manage the promotion catalogue. Some screens may display a link or button that the account cannot use; ask an Owner or Manager to review the requested task rather than assuming the visible control grants access.
## Platform and market notes
The web app and mobile app use the same shop memberships, although their screens differ. The role names have the same meaning in both supported markets. Changing the app language does not change permissions.
After a role change, refresh the app or sign out and back in if it still shows the previous access. Check the selected shop again before trying the action.
## Troubleshooting
If a permitted action fails, confirm the shop and your current role with an Owner or Manager. If the team is changing an Owner, check that another Owner remains. Use each person’s own account rather than sharing an Owner login. Contact Tapp support if the saved membership and available access remain inconsistent after signing in again.
## Related articles
* [Change a staff role](/en/staff/change-staff-role)
* [Invite a team member](/en/staff/invite-team-member)
* [Understand access to the Staff page](/en/staff/staff-access-to-staff-page)
# View team details and performance
Source: https://help.tapp.shop/en/staff/view-staff-details-and-performance
Review a person’s profile, sales, and tip share for the selected shop.
Open a team member’s details to check their contact information and role, then review the performance information available to your account. Always confirm the shop and person before comparing amounts.
## Who can do this?
Owners, Managers, and Staff can read the team list and profile details. Sales figures on this screen require Owner or Manager access. Owners and Managers can view team members’ tip shares; Staff can view only their own tip share.
Permission to read a profile does not give permission to edit it. Ask an Owner or Manager for changes to team membership or another person’s details.
## Where
In the web app, select your shop and open **Staff**. Select a person in the list to open their details in the side panel.
## Review the profile
1. Check the person’s name, email, phone number, role, and note. A dash in a contact field means no value is shown.
2. Review the average rating when present. A dash in the rating field does not mean a zero-star review.
3. Under the statistics heading, choose the last 7, 30, 90, or 365 days. The panel starts with the last 30 days. Changing this period does not change the contact information or role.
4. If authorized, review sales attributed to orders completed by that person. Refunded orders affect this figure. Do not interpret it as every order they created or served.
5. Review the tip card separately. It shows the person’s net allocated share, including recorded reversals, rather than all tips collected on their orders. It does not show the sales card’s percentage comparison.
6. Confirm the shop currency and selected period before comparing people or sharing a total.
## Platform and market notes
These steps describe the current web side panel. The mobile app has a different details layout. The selected shop determines the currency in Great Britain and Germany. Sales and tip shares describe different activity and should not be assumed to use identical timing or attribution.
The average rating covers the person’s recorded ratings for this shop and is not filtered by the statistics period. Tip shares enter the selected period when the share or reversal is recorded, which can be later than the order itself. Sales use calendar-day boundaries, while the tip card uses a rolling period. Matching period labels therefore do not guarantee matching cut-off times.
## Troubleshooting
The sales card can display zero while information is loading or unavailable, including when Staff lack permission. Do not treat that displayed zero alone as proof that the person made no sales. Ask an Owner or Manager to check the figure.
The tip card distinguishes loading, unavailable access, and a loading error. Use its retry action after an error. If you are Staff, open your own profile to see your share. If the person is missing, check the shop, clear the search, and refresh the list. Contact Tapp support if an authorized view continues to fail.
## Related articles
* [Edit staff information](/en/staff/edit-staff-information)
* [Understand access to the team list](/en/staff/staff-access-to-staff-page)
# Configure booking times and requests
Source: https://help.tapp.shop/en/bookings/configure-booking-settings
Choose booking intervals, visit lengths, automatic acceptance, and booking emails.
Configure booking times and incoming requests.
## Who can do this?
Owners and Managers can change these settings for their shop. Staff can manage bookings, but cannot change the shop’s booking settings.
## Where
In the web app, select the correct shop and open **Settings → Booking settings**.
## Set times and group sizes
1. Set the minimum and maximum party size. Both must be at least one, and the maximum cannot be smaller than the minimum.
2. Under **Manage available durations**, add or remove visit lengths in minutes. Keep at least one duration.
3. Choose the **Standard duration** from those available lengths. Check it again if you remove the previously selected duration.
4. Turn **Allow guests to set visit duration** on if guests should choose from your available lengths. Otherwise, the standard duration determines the usual visit length.
5. Choose the **Time slot interval**. This is the gap between offered start times, not how long the guest stays. Opening hours and availability still apply.
6. Set **Mark as no-show after** in minutes. Review late arrivals and their actual status in the booking list.
## Check the start times guests see
Start times are counted from each opening time. If the venue opens at 18:10 with a 15-minute interval, the choices start at 18:10, 18:25 and 18:40. The applicable visit length must fit before closing, so the last offered start can be much earlier than closing time. Changing the interval does not shorten the visit.
The guest page checks party size and visit length. **on request** means a time needs review, including when automatic acceptance is off or no suitable table is available. **kitchen not open** is a separate notice; the time remains selectable. Neither label guarantees a table. Check the saved booking’s status and tables.
## Decide how requests arrive
Turn **Accept bookings automatically** on to confirm a guest request when a table can be allocated. A request without a suitable table remains pending for your team to review. Turning this off keeps guest requests pending for review. Bookings created by staff are confirmed when created.
Under **Email notifications**, enter a valid address in **Send notifications to**. Choose notifications for bookings from guests, bookings created by staff, or both. Walk-ins do not send these booking emails. These switches control venue emails, not acceptance.
To stop these emails, turn both notification switches off and save. Clearing the address alone does not disable them. Saving a blank address restores the owner’s registration email; the web app requires a valid address while either switch is on.
Select **Save changes** and wait for saving to finish. Reopen the settings to confirm the saved values.
## Platform and market notes
Use the web app for these settings in either supported market. Saving duration or interval changes in the mobile app can turn automatic acceptance back on. Afterwards, recheck **Accept bookings automatically** in the web app and turn it off if your team reviews requests manually.
Check your saved interval; 15 minutes is only an example. Changing the notification address does not change the account email.
The mobile interval picker offers 5, 10, 15, 20, 30, 45 and 60 minutes. An existing positive whole-minute interval also remains available, even when it differs from these choices.
In the mobile duration editor, tap **+** after entering minutes and check that the duration appears in the list. **Done** only closes the panel. Adding or removing a duration changes the unsaved settings immediately; closing the panel does not undo it. Recheck **Standard duration** before saving.
## Troubleshooting
If saving fails, check party-size limits, positive durations, the selected standard duration, and the notification email. A typed email must be valid even when both email switches are off. If a venue email does not arrive, check the booking list: a saved booking can exist even when its notification fails. Start-time intervals do not create extra tables or extend opening hours. If a requested visit cannot be accommodated, review its pending status and available tables before confirming it.
## Related articles
* [Create a booking](/en/bookings/create-booking)
* [Manage booking status](/en/bookings/manage-booking-status)
* [Configure opening hours](/en/shop-overview/configure-opening-hours)
# Create a booking
Source: https://help.tapp.shop/en/bookings/create-booking
Record a planned visit, select the guest and time, and check the table assignment.
Create planned visits in the correct shop’s booking schedule.
## Who can do this?
Owners, Managers, and Staff can create bookings. These roles can also search for and create guests from the booking form. Changing the shop’s booking settings requires an Owner or Manager.
## Where
In the web app, open **Bookings** and select **New booking**.
## Enter the visit
1. Select **Choose or create guest** to find an existing guest or add one. Search by name and narrow the search if the list does not show the person you need. Selecting a guest fills their details into the form; check them before continuing.
2. Enter or confirm **Full name** and at least one contact method: email or phone. Names must contain between 2 and 100 characters; use letters, numbers, spaces, apostrophes or hyphens. Check the country code when entering a phone number.
3. Choose the party size, date, and offered start time. Use a date from today onward and a party size within the shop’s limits.
4. Select the visit duration when that choice is shown. When duration choice is disabled in booking settings, the web form uses the shop’s standard duration for a new booking.
5. Add any useful notes, up to 64 characters. Keep them relevant to this visit.
6. If tables are configured, review the optional table selection. Choose the intended table or combination and check its room and capacity. **Lock assignments** protects selected table assignments from automatic redistribution; it does not remove scheduling conflicts or increase capacity.
7. Select **Create booking** and wait for the success message. Open the booking to check its date, start time, duration, guest, status, and tables.
Bookings created by staff are confirmed when created. If you leave the table selection empty, the booking is confirmed without a table; a table is not automatically chosen for a staff-created booking. Check the assignment before seating the party. For guests already at the venue, use the walk-in flow instead of creating a future reservation.
To add a guest in the picker, select **Add new guest**, enter their name and at least one contact method, then select **Create guest**. This saves the guest before you create the booking. Closing the booking form does not undo that save. If the contact details match an existing guest, the supplied details can update that guest instead. Check the selected person and contact details before continuing.
## Platform and market notes
In the mobile app, let the party-size selector stop scrolling before continuing, then check the chosen number on the next screen. After confirmation, reopen the booking to check its saved duration and tables; the confirmation does not show table assignments. **Order ahead of time** clears the current order selection and starts a fresh order, so finish other order work first. It does not seat the party.
In the mobile app, use the flag beside the phone field to select the country code, then enter the number without repeating that code. Check both parts before saving, especially after choosing an existing guest or pasting a number. Selecting a guest fills their contact details; check that they belong to the person making this visit.
Mobile guest names need 2–100 characters using letters, spaces, apostrophes or hyphens; numbers are not accepted. Enter at least one contact method. If you fill both email and phone, correct errors in both fields before saving.
## Troubleshooting
If creation is unavailable, wait for booking settings to load and check the name, contact details, date, time, and duration. If no start times appear, review the date and opening hours. If saving reports a table conflict, review the overlapping booking or choose a suitable alternative. If creation reports an error or the result is unclear, search the booking list before trying again. The booking can already be saved even if sending a confirmation fails. Open any matching booking and check the visit details to avoid creating a duplicate. A confirmed status does not prove that the guest received a message.
## Related articles
* [Edit or reschedule a booking](/en/bookings/edit-or-reschedule-booking)
* [Configure booking settings](/en/bookings/configure-booking-settings)
* [Seat a walk-in](/en/live-floor/seat-a-walk-in)
# Edit or reschedule a booking
Source: https://help.tapp.shop/en/bookings/edit-or-reschedule-booking
Update visit details and check the new time and table assignment before saving.
Edit the existing booking when plans change. Keeping one booking helps the team follow the visit and avoids duplicate reservations.
## Who can do this?
Owners, Managers, and Staff can edit bookings. Archived bookings are read-only in the web editing form.
## Where
Open **Bookings** in the web app, select the booking from the list or calendar, and choose the pencil button at the top of its details panel.
## Change the visit
1. Check the selected shop, guest, date, and current status before editing.
2. Update the name, contact details, or notes as needed. Use **Choose or create guest** to select the correct guest. Check the details filled into the form and the phone country code.
3. For a different visit date, choose the date and an offered start time. Review the party size and duration again after changing the date or time.
4. If duration choice is shown, select the required visit length. The form keeps the existing duration when possible, including a previously saved length that is no longer offered. If duration choice is disabled, editing keeps the booking’s existing duration rather than replacing it with the current standard duration.
5. Review any selected tables, combinations, and locked assignments. The picker does not show live availability, and capacity warnings do not prevent selection. Check space for the whole party; a table may be occupied at the new time. Locking an assignment does not override another confirmed booking.
6. Choose **Save changes** and wait for the update to finish. Reopen the booking and check the saved date, start time, duration, party size, guest, and tables.
Keep a guest name and at least one contact method. For an existing walk-in with its generated name unchanged, you can edit the visit without adding contact details.
Clearing the email or phone field here does not remove its saved value. Reopen the booking to check it and contact Tapp support if you need help removing incorrect contact details.
Changing visit details does not by itself accept a pending request. Review the booking’s status separately. Contact the guest to agree on a changed time; do not assume that saving an ordinary edit sends them an updated confirmation.
## Platform and market notes
These steps describe the web app. The mobile app also offers booking details and editing, with a different layout. Check the displayed date and time for the selected shop in either supported market. For a party already seated, also check its active table session before changing plans.
In the mobile app, use the flag beside the phone field to select the country code, then enter the number without repeating that code. Check both parts before saving, especially after choosing an existing guest or pasting a number. Selecting a guest fills their contact details; check that they belong to the person making this visit.
Mobile guest names need 2–100 characters using letters, spaces, apostrophes or hyphens; numbers are not accepted. Enter at least one contact method. If you fill both email and phone, correct errors in both fields before saving. The mobile form also requires contact details for an existing walk-in.
## Troubleshooting
If saving fails, check the displayed error before retrying. The entire visit must fit one current venue opening period, without crossing a closure or break, and meet current booking limits. A previously saved duration may remain visible in the form but fail the current duration rules when saved; ask an Owner or Manager to review the booking settings if the required choice is unavailable.
For a table conflict, inspect the overlapping reservation and change the time or assignment as appropriate. Archived bookings cannot be changed in this form. Saving a past booking can also be rejected, even for a notes-only edit, because the form resubmits its visit date. Contact Tapp support for help with a historical correction. After a failed save, reopen the booking before retrying. If you changed contact details, also check the linked guest profile: those details can change even when the booking update fails.
## Related articles
* [Resolve overlapping bookings](/en/bookings/resolve-overlapping-bookings)
* [Manage booking status](/en/bookings/manage-booking-status)
* [Configure booking settings](/en/bookings/configure-booking-settings)
# Bookings
Source: https://help.tapp.shop/en/bookings/index
Plan visits, manage requests, and seat guests at the right tables.
Use bookings to plan visits and keep the team informed when a guest changes plans. Owners, Managers, and Staff can create and manage reservations. Owners and Managers configure booking limits, visit lengths, start-time intervals, automatic acceptance, and venue emails.
A pending request may suggest a table without reserving it. Check availability before confirming. When the guest arrives, seat the reservation and use the table’s ordering flow for orders that should belong to that visit.
# Manage booking status
Source: https://help.tapp.shop/en/bookings/manage-booking-status
Accept requests, record a no-show, or cancel a booking and check the result.
A booking’s status helps the team distinguish requests waiting for a decision from confirmed visits and cancellations. Check the guest and visit time before changing it, especially when several similar reservations appear together.
## Who can do this?
Owners, Managers, and Staff can manage booking status.
## Where
Open **Bookings** in the web app and select a booking from the list or calendar. Its details panel shows the current status and available actions.
## Choose the right action
* **Pending:** choose **Confirm** to accept the request. To decline it, choose **Cancel booking** and confirm the cancellation; the result is **Denied**.
* **Confirmed:** choose **Mark no show** if the guest did not arrive. Choose **Cancel booking** and confirm if the visit should be cancelled; the result is **Archived**.
* **No show:** the web details panel offers cancellation to archive the booking. It does not offer a button to restore confirmation. Contact Tapp support if the status was recorded incorrectly and you need help correcting it.
* **Denied or Archived:** the web details panel has no further status action. Archived bookings remain part of the history and cannot be reopened through this screen.
**Confirm** and **Mark no show** act immediately, without another confirmation dialog. Wait for the change to finish, then check the status again in the list or calendar. If you open a cancellation dialog by mistake, choose **Keep booking**.
## Check tables and guest communication
A pending request’s suggested table is not reserved. More than one pending request may suggest the same table. When you confirm, Tapp keeps the suggestion if free or tries another suitable assignment. If none is available, confirmation can succeed without a table. Reopen the booking and check its assigned tables before planning the seating.
Confirmed bookings reserve their assigned tables for the visit. No-show, denied, and archived bookings do not hold that booking capacity. Check any active seating separately rather than assuming a status change has finished every service task.
Tapp attempts confirmation or rejection messages using the booking’s available email and phone details. A saved status does not confirm delivery. Do not assume that marking a no-show or archiving a confirmed booking sends the guest a cancellation message. Contact the guest when your team needs to explain the change.
## Platform and market notes
In the mobile app, open a pending request to check its party size and full visit details; the compact card omits the party size. The main booking list has no quick confirm/deny buttons. Cards opened from a calendar time slot can show them, so review the request before selecting an action. Guest requests may already be confirmed automatically when the shop allows this and a table is allocated; not every guest booking needs manual acceptance.
## Troubleshooting
If saving a table assignment fails because it is occupied, inspect the conflict and adjust the visit or assignment before trying again. Refresh when the status appears outdated. After an error, check the saved status before repeating the action: it may have changed even if sending a guest message failed. Use no-show for a guest who did not arrive, rather than as a general cancellation label.
## Related articles
* [Resolve overlapping bookings](/en/bookings/resolve-overlapping-bookings)
* [Edit or reschedule a booking](/en/bookings/edit-or-reschedule-booking)
* [Configure booking settings](/en/bookings/configure-booking-settings)
# Resolve overlapping bookings
Source: https://help.tapp.shop/en/bookings/resolve-overlapping-bookings
Compare overlapping visits and fix a conflicting table assignment or visit time.
Several bookings can take place at the same time without a problem when suitable tables are available. Start by checking whether you are choosing between calendar entries or responding to a message that a table is already occupied.
## Who can do this?
Owners, Managers, and Staff can inspect bookings and change their visit details or table assignments. Changing the shop’s table configuration requires an Owner or Manager.
## Where
Open **Bookings** in the web app. Use the calendar to compare visit times or the list to find a booking mentioned in a conflict message.
## Inspect the visits
1. Select the calendar entry. If it represents several bookings, choose the intended guest and booking number from the displayed list.
2. Compare each relevant booking’s date, start time, duration, party size, status, and assigned tables.
3. Check the full visit length, including visits that continue after midnight. Different start times can still overlap.
4. Review combined tables when the named tables appear different. Tables connected through a configured combination can affect one another’s availability, including connections through more than one combination.
Choosing a booking from the calendar’s list only opens it. It does not move a visit, release a table, or accept a pending request.
## Resolve a table conflict
Open the booking you intend to change and choose the pencil button. Agree on an alternative time with the guest or select suitable tables. The picker is not a live availability list. Capacity warnings do not prevent selection, so check space for the whole party, then choose **Save changes** and wait for completion.
A pending request may show a suggested table without reserving it. Another confirmed booking can take that space before you accept the request. When you confirm, Tapp keeps the suggested table if available or tries another suitable assignment. If none is available, the booking can still become confirmed without a table. Reopen it and check the assignment before planning the seating. Locking an assignment does not override another confirmed booking.
After saving, reopen the affected bookings and check their times, statuses, and tables. For guests already seated, also review the active seating in the floor view. Do not mark a future guest as a no-show merely to free capacity.
## Platform and market notes
The steps above describe the web app. Mobile booking screens use different controls, but saved table conflicts still need to be resolved. The same principles apply in both supported markets. Verify the selected shop before comparing reservations.
## Troubleshooting
A conflict message can name occupied tables and the bookings involved. It lists at most five booking numbers, so other conflicting visits may remain. Use those details to find the visits, then review the full period. If the same error returns, review combination members and the complete visit windows rather than repeatedly saving unchanged details. If a combination seems to block a table unexpectedly, ask an Owner or Manager to review its setup or contact Tapp support.
## Related articles
* [Edit or reschedule a booking](/en/bookings/edit-or-reschedule-booking)
* [Manage combined tables](/en/rooms-and-tables/manage-combined-tables)
* [Manage booking status](/en/bookings/manage-booking-status)
# Search and filter bookings
Source: https://help.tapp.shop/en/bookings/search-and-filter-bookings
Find a reservation and understand how dates, statuses, and page sorting affect the results.
Use the booking list to find a particular reservation or review a group of visits. Search, dates, and selected statuses work together, so an empty result does not necessarily mean the booking was removed.
## Who can do this?
Owners, Managers, and Staff can search and view bookings for their shop.
## Where
Open **Bookings** in the web app and choose **List**. Confirm the selected shop before searching.
## Find a reservation
1. Enter the guest’s name, email, phone number, or booking number in search. Notes and visit details can also match. A short number may match more than one type of detail, so check the guest and date before opening a result.
2. Use the date picker to select one visit day or a range. A single date means that day; a range includes its first and last day.
3. Open the status filter and select the statuses you need: **Confirmed**, **Pending**, **Archived**, **Denied**, or **No show**. At least one status must stay selected; **Reset** selects all five. Use the filter rather than typing a translated status word.
4. Review the results and use the page controls to continue. The list shows up to 20 bookings per page. Search covers matching bookings beyond the current page. Changing search, dates, or statuses returns to page one.
5. Select the intended booking to open its details. Check its guest, time, and current status before making a change.
## Sort and broaden the results
On wider screens, select a sortable column heading such as booking number, date, time, or party size. Select it again to reverse the order. Sorting changes the order of the current page only; it does not arrange every matching booking across all pages. The guest column is not a sorting control.
For a missing booking, remove the search text, clear the date selection, and include the relevant statuses. A link opened from another screen can initially show only pending or confirmed bookings. Check that filter before assuming other visits are absent.
## Platform and market notes
These instructions describe the web list. Narrow screens show booking cards instead of the full table, so some column controls are unavailable. Calendar search narrows the bookings loaded for its date range. Its **Pending requests** panel also searches pending and denied bookings outside that range, independently of the status filter. That panel loads only up to 1,000 requests; use **List** for a broader search. Both supported markets use the same approach, with localized labels and date displays.
## Troubleshooting
Try a name or contact detail if a number returns unrelated matches. Check the visit date rather than the day the reservation was created. Wait for loading to finish, and retry a failed load before treating the view as empty. If the booking is still missing after clearing filters and checking the shop, contact Tapp support with the booking details you have.
## Related articles
* [Use booking calendar and list views](/en/bookings/use-calendar-and-list-views)
* [Manage booking status](/en/bookings/manage-booking-status)
* [Edit or reschedule a booking](/en/bookings/edit-or-reschedule-booking)
# Start an order for a booked guest
Source: https://help.tapp.shop/en/bookings/start-order-from-booking
Seat the reservation and add an order to its table, or start a guest order from the mobile app.
When a booked guest arrives, check the reservation and seat the party before adding orders to the table. An order for a guest and an order attached to active seating are different: check both the guest and the table when those links matter to your team.
## Who can do this?
Owners, Managers, and Staff can seat bookings and create orders for their shop.
## Where
In the web app, use **Bookings** to review the reservation and **Live floor** to seat the party and add a table order.
## Seat the booking and add an order
1. Check that the reservation is confirmed and assigned to suitable tables for the visit.
2. Open **Live floor** and find the table showing that reservation. Check the guest and visit time, then choose **Seat now**.
3. Wait for seating to finish. Open the table and check the seated party and active visit. If the table already has an active visit, inspect it before attempting to seat the party again.
4. Finish or safely leave any other order you are working on before choosing **Add order to table**. This action clears the current basket and opens a fresh order for the active seating.
5. Add the requested items and check the guest and table context before continuing through checkout. Selecting a table does not by itself prove the order has the intended guest attached.
6. Return to the table after the order is created and check that it appears among the table’s orders.
The table visit must still be active when the order is created. If another team member closes it while you are ordering, refresh the table and resolve the current seating before trying again.
## Mobile option
The mobile booking details screen offers **Start order** when the booking is neither pending nor archived. Finish or safely leave your current order first: the button clears the current order selection and opens a fresh order flow. It does not delete an already saved order.
When you add the first item, the new order uses the booking’s linked guest, if there is one. The guest may not appear before that first item is added; check the guest on the resulting order. This button does not seat the booking or link the order to an active table visit. Use **Add order to table** in the web app when the order needs to belong to the seated party.
## Platform and market notes
These workflows apply in both supported markets. The web app and mobile app have different navigation. Confirm the selected shop, especially when the account can access several locations. Starting an order does not take payment or complete the visit.
## Troubleshooting
If **Seat now** opens a walk-in form instead of the expected reservation, stop and review the booking’s date, status, and table assignment. Refresh the floor before creating another visit. For a seating conflict, check whether the table is already occupied. If an order is missing from the table, inspect the saved order before creating another one and contact Tapp support if its link is unclear.
## Related articles
* [Manage booking status](/en/bookings/manage-booking-status)
* [Manage an order from the floor](/en/live-floor/manage-order-from-live-floor)
* [Create a booking](/en/bookings/create-booking)
# Use booking calendar and list views
Source: https://help.tapp.shop/en/bookings/use-calendar-and-list-views
Choose a view for finding reservations, planning a day, or reviewing requests.
Use the list to find a reservation across dates and the calendar to understand the schedule for a day or week. Both views show bookings for the selected shop, but their search and date controls cover different sets of visits.
## Who can do this?
Owners, Managers, and Staff can use these booking views.
## Where
Open **Bookings** in the web app and choose **List** or **Calendar** near the top of the page.
## Review the list
Choose **List** for names, visit details, tables, and statuses. On wider screens, bookings appear in a table; narrow screens show cards. Select a row or card to open its details.
Table labels appear for pending and confirmed bookings. When assigned tables match a saved combined table, the list uses its combined name. A dash or blank table field alone does not prove that no table was assigned: check the booking details and allow table names to finish loading.
Search and date/status filters help find visits across the shop’s records. Use the page controls for more results. Column sorting applies to the current page only, so use dates and search to narrow a large result set before comparing bookings.
## Plan with the calendar
1. Choose **Calendar**, then **Day** or **Week**.
2. Move to the period you need using the calendar’s navigation. Wait for bookings to finish loading before assessing the schedule.
3. Check the selected statuses and any search text. Calendar search narrows the visits loaded for the displayed period, rather than searching every booking in the shop.
4. Select a booking on the calendar to open its details. A block containing several bookings opens a chooser; select the intended guest. Check the guest and time before taking an action.
Bookings with the same status and exact start/end times can share a calendar block. This grouping does not mean they share a table. Review table assignments before treating a visual overlap as a seating conflict.
## Review the request panel
The panel alongside the calendar contains pending and denied bookings across dates, independently of the displayed day or week. On smaller screens it appears above the calendar. Selecting a request moves the calendar to its date without opening details or clearing filters. If it remains hidden, include its status and clear the search. After loading, select the request again or find it in **List**.
This panel loads up to 1,000 requests and the search box narrows that loaded set. Its count is not a complete count of all bookings. Use **List** with the relevant statuses and page controls if you need a complete review.
## Platform and market notes
These instructions describe the web app. The mobile app has separate booking screens and navigation. Both supported markets use the same web views with translated labels. Confirm the shop and displayed visit date when switching between venues.
## Troubleshooting
If a booking is missing, clear search text, check statuses, and navigate to its date. The list’s selected date range does not determine the calendar’s visible period. The calendar loads at most 50,000 bookings for a requested range and warns if more remain. If loading fails or a limit warning appears, use the list to find the required booking rather than assuming the schedule is empty. Refresh and check the saved status after an action before repeating it.
## Related articles
* [Search and filter bookings](/en/bookings/search-and-filter-bookings)
* [Manage booking status](/en/bookings/manage-booking-status)
* [Resolve overlapping bookings](/en/bookings/resolve-overlapping-bookings)
# Control tip prompts on a device
Source: https://help.tapp.shop/en/devices/control-tip-prompts-on-a-device
Set your device preference and understand how shop and manager settings affect tip prompts.
Choose whether the mobile app asks guests for a tip. Your local choice applies to this account and shop on this device. It starts enabled when you have not saved a choice, but the shop and device permissions still apply. Check it again when using another account, shop or device.
## Who can do this?
Owners, Managers and Staff can change their own local preference. Only Owners and Managers can manage the permission for other registered devices in the shop.
## Where to do it
In the mobile app, open **Profile settings**. Find **Guest tipping** and **Ask guests for a tip on this device**. Managers can also open **Store Devices** from Profile settings to manage registered devices.
## Change your local preference
1. Select the shop where you will take payments.
2. Open **Profile settings** and find the tipping switch.
3. Turn **Ask guests for a tip on this device** on or off. The change saves on this device without a separate Save button.
4. Check for a loading or saving error. Reopen the page to confirm the preference before starting a fresh checkout.
Turning this on does not override the shop's settings or a manager's restriction on the device. Turning it off does not disable tipping for everyone else in the shop. You can use this local preference even when this installation has no registered device entry.
## Allow tipping on a registered device
As an Owner or Manager:
1. Open **Profile settings**, then **Store Devices**.
2. Identify the correct device by its name and platform.
3. Leave **Edit** mode with **Done** if delete buttons are showing, then change **Allow tipping on this device** on its card.
4. Wait for the update to finish. If an error appears, refresh the list and check the saved value before trying again.
This permission saves immediately. Allowing tipping still lets the person using the device turn off their local prompts. After a permission change, reopen the mobile app's settings on the affected device and check its current state before relying on the next checkout.
## Why the switch may be unavailable
The shop must allow guest tips and enable prompts on POS devices. Tapp must also have prompts available. Owners and Managers can check these settings under **Shop → Tipping**, or use **Manage tipping** when shown.
If the page cannot load the shop's settings, retry with a working connection. A disabled switch is not necessarily proof that your saved local choice is off.
If your preference could not be loaded or saved, tipping pauses. Choose **Try again** and wait for the error to clear. This reloads your saved preference; check the switch again because the change that failed may not have been saved. If a notice says tipping is disabled for this device, ask an Owner or Manager to check its permission in **Store Devices**.
## Platform notes
In the web app, open **Devices** and use the device’s **Tipping** switch. Changes save immediately; wait before toggling again. An off, disabled switch can reflect unavailable shop/device data or a disabled shop prompt, without proving the saved permission is off. Reload and check the shop settings before retrying.
Shop settings, registered-device permission and your local preference are separate. Enabling all three still does not guarantee a prompt for every order or payment method. Do not change these controls to retry an uncertain payment; check the order's payment status first.
## Market notes
The controls apply in Great Britain and Germany. Changing a device preference does not change suggested amounts, the currency or how recorded tips are shared.
## Troubleshooting
If you manage one shop but are Staff in another, the mobile **Store Devices** link may not match your selected-shop role. An Owner or Manager can use the web app’s **Devices** page to check the registered-device permission.
If the displayed state remains unclear, check the selected shop and account, reopen settings and contact Tapp support. Do not assume that changing a switch has cancelled, refunded or altered a tip already recorded.
## Related articles
* [Configure tip prompts](/en/settings/configure-tip-prompts)
* [Choose how tips are shared](/en/settings/configure-tip-sharing)
* [View devices and last seen](/en/devices/view-devices-and-last-seen)
# Devices and terminal mode
Source: https://help.tapp.shop/en/devices/index
Set up and name team devices, choose where payments arrive, and remove devices your shop no longer uses.
Set up and name team devices, choose where payments arrive, and remove devices your shop no longer uses.
Set up the mobile app for your shop and give the device a recognizable name.
Find registered devices and understand what their activity information means.
Make a registered phone or tablet available to receive payments sent from another device.
Remove an old or unused device from your shop’s device list.
Understand which device settings Staff can use and when to ask a manager.
Prepare a customer-facing payment screen and receive payments sent from another device.
Check your local choice and the permission set by a manager.
# Mark a device for POS
Source: https://help.tapp.shop/en/devices/mark-pos-device
Make a registered phone or tablet available to receive payments sent from another device.
Turn on POS for a registered device when you want it to receive eligible payments sent from another device. Choose the device carefully so the payment appears on the screen your team and customer are expecting.
## Who can do this?
Owners and Managers can change POS settings for devices in their shop. Owners, Managers, and Staff can also change **POS mode** for their own current device in the mobile app.
## Where
For your current device, open **Profile settings** in the mobile app and find **This device**. For the team’s devices, Owners and Managers open **Devices** from the side menu in the web app or **Store Devices** in their mobile profile.
## Enable your current device
1. Confirm that you are signed in to the right shop.
2. Open **This device** and check the device name.
3. Turn on **POS mode**.
4. Wait for the setting to update; there is no separate Save button.
5. Keep the app open and connected when you want to receive a payment.
Enabling POS also reveals **Terminal mode** on your current device’s card. Open that option separately if you want a customer-facing payment screen.
## Enable another team device
Find its row in the shop device list. In the web app, turn on **POS**. In the mobile app, use the switch on its card; leave **Edit** mode first if delete buttons are showing. Confirm with the person using the device that it is ready before selecting it at checkout.
## Stop receiving new payments
Turn off the same POS switch when the device should no longer receive newly sent payments. Finish any current payment first: changing this setting does not cancel it. Recheck **POS mode** after a full app restart or a new sign-in, because automatic registration can turn it back on.
## Platform and market notes
POS settings work in both supported markets. Enabling POS makes a device eligible for selection; it does not add unsupported payment hardware or enable every payment method. Tap to Pay and other payment choices still depend on the device and shop’s settings.
## Troubleshooting
If the switch will not change, check your role and whether you are changing your own device or another person’s. Reopen the device list or profile and check the saved switch before retrying an uncertain change. If the device is missing at checkout, confirm the same shop, POS setting, connection, and current app session. The mobile payment picker excludes the phone you are currently using, so look for another device there. **Last seen** alone does not prove payment readiness.
## Related articles
* [Register and name a team device](/en/devices/register-team-device)
* [Use terminal mode or remote payment](/en/devices/use-terminal-mode-or-remote-payment)
# Register and name a team device
Source: https://help.tapp.shop/en/devices/register-team-device
Set up the mobile app for your shop and give the device a recognizable name.
Sign in to the mobile app to register a phone or tablet for your shop. Registration happens automatically; there is no separate Register button. A recognizable device name helps your team choose the right screen when sending a payment.
## Who can do this?
Owners, Managers, and Staff can register the device they use with their account. Owners and Managers can also review the shop’s device list. Staff can check their own device in their profile.
## Where
Open the mobile app, sign in, and select the intended shop. Then open **Profile settings** using the profile button and find **This device**.
## Register and check your device
1. Open the mobile app on the phone or tablet you intend to use.
2. Sign in and select the correct shop.
3. Wait for the app to finish loading your account.
4. Open **Profile settings** and find **This device**.
5. Check the device name and platform. If you will receive payments sent from another device, turn on **POS mode**.
An Owner or Manager can also open **Store Devices** to check that the device appears for the shop. Opening the web app in a browser does not register that browser through this mobile setup.
## Give the device a clear name
In **This device**, change **Device name**, then choose **Save name**. Use a name such as “Front counter tablet” that colleagues can recognize. Use no more than 100 characters. The name cannot be blank or already used by another device in the shop. Spaces at the beginning and end are removed when you save. The save button appears when you change the name.
## Platform and market notes
The workflow applies to the mobile app in both supported markets. If another team member signs in on the same phone for the same shop, registration can keep the existing device name while associating the device with their account. Check the name before sending a payment.
After a full restart or new sign-in, check **POS mode** again: registration can turn it back on. Registration alone does not enable every payment method. Tap to Pay also needs a supported device and the appropriate payment settings.
## Troubleshooting
If **This device** is missing, check your connection, signed-in account, and selected shop, then fully close and restart the app. This is also worth checking after switching shops; changing the selected shop may not complete registration immediately.
If a name will not save, check its length and whether another device uses it. A save error can also mean a connection or account problem. Reopen **Profile settings** and check the saved name before retrying. Ask Tapp support for help if the device still does not appear; repeated reinstalling is not a necessary setup step.
## Related articles
* [View devices and last seen](/en/devices/view-devices-and-last-seen)
* [Mark a device for POS](/en/devices/mark-pos-device)
# Remove a registered device
Source: https://help.tapp.shop/en/devices/remove-registered-device
Remove an old or unused device from your shop’s device list.
Remove a device when your shop no longer uses it. Check the name and platform carefully before deleting the entry, particularly when several devices have similar names. Finish any active payment on the device before removing it from the list.
## Who can do this?
Owners and Managers can remove devices from their shop through the device management page. Staff do not have this page. Signing out of the mobile app also attempts to remove that account’s current device registration.
## Where
In the web app, open **Devices** from the side menu. Owners can also open it through **Settings**. In the mobile app, open **Profile settings → Store Devices**. Select the intended shop before making changes.
## Remove a device
1. Find the device by name and platform, and review **Last seen**.
2. Check with your team that it is no longer needed for an active payment or customer-facing terminal.
3. In the web app, select the delete control on its row. In the mobile app, choose **Edit**, then the trash icon beside the device.
4. Read the confirmation naming the device.
5. Choose **Delete**, or **Cancel** to keep it.
6. Wait for the list to update. In the mobile app, choose **Done** when you finish editing.
If you remove the phone or tablet you are currently using, the mobile app shows a message that this device was removed. It can register again after a full app restart or a new sign-in. Simply returning to an app that was running in the background may not restore the registration.
## Platform and market notes
Removal works the same way in both supported markets. It removes the device entry, not the person’s account or shop membership. It does not cancel a payment or erase order history. Removing a row is not a way to remotely lock or wipe a lost phone.
## Troubleshooting
If the device returns, check whether someone restarted the mobile app or signed in on it. Automatic registration can create the entry again. For a lost device, contact Tapp support about account access as well as removing the device entry. If deletion fails or the result is unclear, refresh the list before trying again. The entry may already be gone. If it remains, confirm that you are an Owner or Manager for the selected shop. Signing out can succeed even when registration removal fails, so a manager should check the list afterward.
## Related articles
* [View devices and last seen](/en/devices/view-devices-and-last-seen)
* [Register and name a team device](/en/devices/register-team-device)
# Staff device access
Source: https://help.tapp.shop/en/devices/staff-device-list-access
Understand which device settings Staff can use and when to ask a manager.
Staff can use their own phone or tablet and choose an available payment device during checkout. Managing the shop’s complete device list is an Owner or Manager task. This guide helps you find the controls available to you without needing the full management page.
## Who can do this?
Staff can adjust their current device in the mobile app. Owners and Managers can also manage other devices in their shop. Your access follows your role in the selected shop, so check the shop before asking for a setting to be changed.
## Where
In the mobile app, open **Profile settings** and look under **This device**. Staff do not have access to manage the shop’s full device list. The web app’s full device management page is also restricted to Owners and Managers.
## What Staff can do
1. Sign in to the mobile app and select the shop to register the current device automatically.
2. In **This device**, give it a clear **Device name** and choose **Save name**.
3. Turn **POS mode** on if this device should receive payments sent from another device.
4. Open **Terminal mode**, when shown, to prepare a customer-facing payment screen.
5. During a supported checkout, choose an available device for the payment you want to send.
Your profile also has separate notification and device tipping preferences. Changing settings for your current phone does not grant access to manage other devices. If colleagues share that phone, agree on its name and POS setting: these describe the device they will also use.
## When to ask an Owner or Manager
Ask for help when another device needs its POS setting changed or its registration removed. Give the manager its name, platform, and the shop you are using. They can identify it in the shop device list and check with its user before changing it.
## Platform and market notes
These role differences apply in both supported markets. Payment-device selection can be available during checkout even though the full device management page is unavailable. Sending still requires an eligible order and a suitable device in the same shop.
## Troubleshooting
If no payment device appears, check the selected shop and ask its user to open the mobile app with POS enabled. The mobile payment picker excludes the phone you are currently using. If **This device** is missing, check your connection and fully restart the app, especially after changing shops.
If you have different roles in different shops, the **Store Devices** link may appear or disappear unexpectedly. The management screen checks your role in the selected shop. Ask an Owner or Manager for help if the link does not match your access. Contact Tapp support if your own settings remain unavailable.
## Related articles
* [Register and name a team device](/en/devices/register-team-device)
* [Mark a device for POS](/en/devices/mark-pos-device)
* [Choose device notifications](/en/notifications/choose-device-notifications)
# Use terminal mode or remote payment
Source: https://help.tapp.shop/en/devices/use-terminal-mode-or-remote-payment
Prepare a customer-facing payment screen and receive payments sent from another device.
Use terminal mode when a phone or tablet should show the customer a payment screen. Another device can send a payment to it during checkout. Turning on POS makes the device available for selection; entering terminal mode prepares its customer-facing screen.
## Who can do this?
Owners, Managers, and Staff can enable POS and enter terminal mode on their own registered mobile device. Owners and Managers can also enable POS for other devices in the shop’s device list.
## Where
On the receiving device, open **Profile settings → This device** in the mobile app. Turn on **POS mode**, then open **Terminal mode**.
## Prepare the terminal
1. Check the shop and device name, and keep the app connected.
2. Open **Terminal mode** and read the device-locking guidance.
3. On first setup, create a six-digit terminal PIN and enter it again to confirm. If the entries differ, start again with the PIN you want to use.
4. Confirm **Enter terminal mode**.
5. Follow the displayed device-locking guidance before handing the screen to customers.
Later entries skip guidance already completed and PIN creation when a PIN is already saved on the device. Make sure the team knows the existing terminal PIN before using the screen.
Terminal mode hides staff screens inside Tapp, but does not prevent leaving the app through the phone’s home controls. The setup explains Guided Access on iOS and screen pinning on Android. Use the guidance shown for your device.
## Send and finish a payment
The waiting screen shows the shop name and Tapp logo. It does not start a payment by itself.
From checkout on another device, choose the option to send payment to another device and select the prepared terminal. Terminal mode supports eligible **Tap to Pay** and **QR Code** payments. If no method was selected on the sending device, choose an available method on the terminal. A tip step may appear before payment starts. If the screen asks for a member of staff, check the order and connection before continuing. Follow the payment status on both screens before attempting another collection.
A success or failure result returns to the waiting screen after about five seconds. The terminal can also return there after about 90 seconds without activity on its screen, including while a guest is using their own phone to pay. Returning to the waiting screen is not proof of payment or cancellation. Check the order’s payment status before sending it again.
To return to staff screens, tap **Exit terminal mode** and enter the terminal PIN. You can leave the method or tip screen before payment starts; this does not cancel the order. Once payment starts, a correct PIN does not cancel it. Wait for its result before exiting.
If the payment finished on another device but this screen still says it is in progress, check the connection and try the exit PIN again. Tapp checks the saved payment status before allowing the screen to close. If that check cannot complete, exit can remain blocked. Do not collect the payment again merely to leave terminal mode.
## Platform and market notes
The workflow applies in both supported markets. Available payment methods depend on the shop’s settings and the receiving device’s capabilities. Enabling terminal mode does not add Tap to Pay support to unsupported hardware.
## Troubleshooting
If the QR code never appears or the screen goes blank after payment, check the order on the sending device. A spinner can hide a preparation error. Confirm the payment status before retrying.
If the device is missing, check its POS setting, shop, and connection. If it is busy, inspect the existing payment before sending another. The PIN panel closes after about ten seconds without PIN activity; tap the exit icon again to reopen it. If PIN entry is temporarily locked, wait for the displayed countdown. Restarting the app does not reset that wait. Ask Tapp support for help if you cannot regain access.
## Related articles
* [Mark a device for POS](/en/devices/mark-pos-device)
* [Send to another device](/en/point-of-sale/send-to-another-device)
# View devices and last seen
Source: https://help.tapp.shop/en/devices/view-devices-and-last-seen
Find registered devices and understand what their activity information means.
Review the device list before changing a device’s settings or sending it a payment. Device names, platforms, and **Last seen** help you identify the right phone or tablet and check when it last contacted Tapp.
## Who can do this?
Owners and Managers can open the shop’s full device management page. Staff can view their own device in **Profile settings** and select available payment devices during checkout, but do not have the full management page.
## Where
In the web app, open **Devices** from the side menu. Owners can also open it through **Settings**. In the mobile app, open **Profile settings**, then **Store Devices**. Check that the intended shop is selected before reviewing the list.
## Review the list
1. Find the device by name and platform.
2. In the web app, check whether it is under **POS devices** or **Other devices**.
3. In the mobile app, check the switch on its card to see whether it is enabled for POS.
4. Read **Last seen** to check when Tapp last heard from the device.
5. Before sending a payment, open the mobile app on that device and confirm that it is connected and ready.
The mobile list’s active count counts devices enabled for POS. It does not confirm that all of them are online. A recent **Last seen** time is also not a guarantee that a payment can start: the device may already be busy or may not support the selected method.
## Platform and market notes
The list is available in both supported markets. The mobile app updates its activity when it comes to the foreground. You can pull down on the mobile device list to refresh it. The web list shows how long ago contact occurred; the mobile list shows a date and time using the device’s time settings. **Never** means no usable activity time is available, not proof that the device was never used. Dates describe device contact, not staff attendance or completed payments.
## Troubleshooting
If the list is unexpectedly empty, refresh it while connected before concluding that devices were removed. Confirm the shop and sign in to the mobile app on the intended device. If **Last seen** is old, bring that device’s app to the foreground while connected. Similar names can belong to different devices; compare their platform and check with the team before deleting a row.
## Related articles
* [Register and name a team device](/en/devices/register-team-device)
* [Remove a registered device](/en/devices/remove-registered-device)
* [Staff device access](/en/devices/staff-device-list-access)
# Choose items and options for your order
Source: https://help.tapp.shop/en/guests/choose-items-and-options
Find menu items, choose their options and check the basket before continuing to payment.
Review your items, options, quantities and prices before checkout.
## Who can do this?
Guests can use the menu when the shop offers online ordering. Keep using the same shop and browser for the basket you started. If the shop only offers bookings, ask its team about ordering.
## Where to do it
Open the shop's menu. Use **Search** to find words in item names or descriptions, or choose a category. Clear the search to see the full menu again.
## Choose an item and its options
For an item without options, use its plus button to add it directly. For an item with options, follow these steps:
1. Open the item details and check its description and price.
2. Adjust the quantity using plus or minus. The item selector starts at one; remove an unwanted entry from the basket instead of reducing this selector to zero.
3. Under **Variations**, select the options you want. Select an option again to remove it. Check any extra prices and scroll the options list if needed.
4. Review the displayed subtotal, then choose **Add to order**.
5. Open **View basket** at the bottom of the menu and check the result.
Adding the same item with the same options can increase its existing basket quantity. Different options are treated as separate entries. Check each entry’s options, not just its name.
## Change or remove a basket entry
Use plus or minus to change quantity. At one, minus removes the entry in the basket panel; the full basket page opens **Delete Item** with **Cancel** and **Confirm**. Removing the last item also requests order cancellation. After an error, check the order before rebuilding the basket. To edit available options, select the item’s name or picture, make changes and choose **Update order**.
The menu’s item window closes before saving finishes. Quantities and totals can appear updated before confirmation. After an error, recheck the basket: failed changes can restore previous contents. Avoid repeated presses while waiting.
## Add a suggested item
If **Popular with your order** appears in the basket, these items are suggestions; showing them does not add them to your order. Use an item's plus button to add one without options. If it has options, the item details open first so you can choose them and confirm. Check the basket quantity and total afterward. You can ignore suggestions and continue with your existing items.
## Apply an offer
In the basket, enter your code under **Promo code** and select **Apply**, or select **Apply** beside an available offer. An offer shown on the menu is not proof that a discount has been added. Check the applied offer name, discount amount and updated total.
Only one offer can be applied at a time. Use **Remove offer** beside the applied discount before choosing another. A code opened from a shared link may be applied once your basket qualifies. Its banner alone does not confirm success; check the basket before paying.
## Leave a note for the shop
Enter a note under **Leave a comment for staff** in the basket panel, or **Leave comment for staff** on the basket page. **Order now** saves it before continuing. Clearing the field does not remove an already saved note; ask the shop to correct it. If continuing fails, check your connection and note before retrying.
## Continue to checkout
Review every entry and the total. Choose **Order now** to continue, or **Back to menu** to keep shopping. A closed-kitchen message in the basket panel prevents continuing there; check availability with the shop.
## Platform and market notes
These steps describe the guest ordering page in Great Britain and Germany. Phone and wider-screen layouts differ, but both provide the bottom basket button once items are present. Check the currency before paying.
## Troubleshooting
If your change fails or an item is no longer available, review the current basket and ask the shop for help if needed. Check a basket priced in pounds totals at least £1 before continuing. Never create another payment to correct an uncertain basket update.
## Related articles
* [Complete or resume payment](/en/guests/complete-or-resume-payment)
* [Get your receipt](/en/guests/get-your-receipt)
# Complete or resume your payment
Source: https://help.tapp.shop/en/guests/complete-or-resume-payment
Pay from the guest ordering page and check the same order after a failed or interrupted attempt.
After an interruption, check your existing order before ordering or paying again.
## Who can do this?
Payment choices depend on the shop. Keep using the same order and browser to resume checkout.
## Where to do it
Open checkout from your basket on the guest ordering page. Review **Order summary** and currency before continuing.
## Find your items and open the basket
Use **Search** for item names or descriptions. Categories appear above on phones and beside the menu on wider screens. Clear the search to browse everything.
After adding items, select **View basket** at the bottom of the page. The button shows the item count and total. Review the basket, then choose **Order now** to open checkout. Choose **Back to menu** if you want to continue shopping.
## Enter details and choose payment
1. Enter your **Full name** and at least one contact method: email or phone.
2. For phone contact, check the country: it starts with Great Britain. If you enter both email and phone, both must be valid. Correct highlighted fields before continuing.
3. Choose **Pay now** to continue to the payment page, or **Staff collects payment** if that option is offered and you want the team to collect it.
4. Select **Continue** once and wait for the next page.
5. For Pay now, finish the payment steps and return to the order page to check its result.
Staff collects payment leaves the order needing payment. Reaching the progress page does not mean you have paid. Tell the team that payment still needs to be collected.
## If you return from the payment page
The page checks the existing order. While **Payment processing** is shown, wait for the status to update. The app does not offer its normal back control during this check. Do not start a second order to get past the processing screen.
When payment is confirmed, the flow continues to the receipt page. If **Payment failed** appears and checkout becomes available again, review the same order and use the offered payment steps. Returning to checkout does not require you to recreate an already submitted order.
If your bank shows a charge but the page has not confirmed payment, ask the shop to check the order before paying again. A bank notification, connection error or unchanged screen alone does not establish the final order status.
Contact details may reappear for the same order, shop and browser. When resuming a submitted checkout, these fields are locked and only **Pay now** is offered. Ask the shop to correct details or arrange staff payment. Enter details for each new order. If a submitted checkout is no longer recognized, contact the shop before restarting.
## Going back or cancelling
Before submission, going back returns to shopping. For a submitted unpaid order, **Cancel order?** offers **Keep order** or **Cancel order**. After a failed payment, cancellation can still be shown but is currently rejected; ask the shop to help resolve the order.
Closing the browser does not cancel the order. For an unclear payment, ask the shop before ordering again. Successful cancellation returns to the menu.
## Platform notes
These steps describe the guest ordering page. Staff use the web or mobile app to check History and help with uncertain orders. The payment page may open outside the guest page; follow its return flow when finished.
## Market notes
These steps apply in Great Britain and Germany. Check the currency and shop before paying.
## Troubleshooting
On **This page could not be displayed**, select **Refresh**, then check the same order. Reloading does not confirm or cancel payment.
For a basket priced in pounds, checkout requires at least £1. If **Order now** does nothing, check the total.
Names need 2–100 characters. If your correctly spelled name is rejected, ask the shop for help.
If the page reports that the kitchen is closed, check the shop's current availability or ask its team. If an error remains after correcting the fields, keep the order number and message and ask the shop for help. Do not repeatedly press Continue while the page is working.
## Related articles
* [Leave a tip after paying](/en/guests/leave-a-tip-after-payment)
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
# Create or attach a guest at POS
Source: https://help.tapp.shop/en/guests/create-or-attach-guest-at-pos
Choose the correct guest for an order or add their details during checkout.
Attach a guest when you want an order to appear in that guest’s history for the shop. Search for the person first so you can reuse the right profile. You can add a guest from the same selection screen if no suitable profile exists.
## Who can do this?
Owners, Managers, and Staff can search for guests and create a guest during this workflow. Editing an existing profile through guest management remains an Owner or Manager task.
## Where
In the web app, open **Point of sale**, build the basket, and select **Add guest**. Confirm the shop before choosing a person. Guest profiles belong to the shop where they were created.
## Choose an existing guest
1. Open the guest selector from the basket.
2. Search by part of the name or the beginning of the guest number.
3. Compare the displayed email or phone with the person you are serving.
4. Select the correct guest.
5. Check the guest name in the basket before continuing the order.
Selecting the currently attached guest again removes that selection. If you choose the wrong person, reopen the selector and correct the choice before completing the order. The selector may show only part of a large list; narrow the name search to find the person you need.
Choose and check the guest before continuing to payment for the first time. If you return to the basket after checkout has started, changing or removing the guest there may not update the guest saved on the order. Check the saved order in **History**. If the association is wrong or unclear, ask Tapp support before relying on that guest’s history or sending a receipt.
## Add a guest
Choose **Add new guest** in the selector. Enter the name and at least one contact method: email or phone. Correct any highlighted fields, then submit. When the selector closes, check that the intended guest appears in the basket.
If the email or phone already belongs to an active guest in this shop, Tapp can reuse that profile and update its details. Do not enter a colleague’s or another customer’s contact information as a placeholder. Check the resulting name and contact details rather than repeatedly creating the guest. If the matching profile was already selected in the basket, adding it again can clear the selection. Reopen the selector and choose the existing profile if the guest name is missing.
## Platform and market notes
These steps describe the web checkout in both supported markets. Adding a guest does not itself take payment or complete the order.
## Use the mobile basket
In the mobile app, open the basket and tap **Assign Guest**, or the displayed guest name. Search and select the intended person. To create a profile, choose **Add new guest**, enter a name and at least one contact method, then tap **Create**. For a phone number, select the country code separately. Correct or clear an invalid contact field before submitting.
Check the guest name when the basket reopens. Choose the guest before continuing to payment; the displayed selection alone is not confirmation that the saved order has changed. Check the completed order in **History** if the association is uncertain.
## Troubleshooting
An empty list does not always mean there are no guests: it can also appear when loading fails. Check the shop and connection, reload, and search again before adding a person you expect to find. If creation fails, verify the name, email format, and contact details. If the connection drops after submitting, reload and search for the guest before trying again; their details may already have been saved. If an association fails after selection, the guest may have been removed; refresh and select an active guest. Ask Tapp support if the problem continues.
## Related articles
* [Find and filter guests](/en/guests/find-and-filter-guests)
* [View a guest profile and history](/en/guests/view-guest-profile-and-history)
# Delete a guest
Source: https://help.tapp.shop/en/guests/delete-guest
Remove a guest from active lists while keeping existing order and booking history.
Delete a guest when their profile should no longer appear in your shop’s active guest list or guest selectors. Check the person carefully before confirming. If you only need to fix a name or contact detail, edit the profile instead.
## Who can do this?
Owners and Managers can delete guests in their shop. Staff can view guest profiles but cannot delete them. Ask an Owner or Manager to make the change if your role does not allow it.
## Where
In the web app, select the shop and open **Guests**. Choose the person’s row to open their details, then use the trash icon at the top of the panel.
## Remove the guest
1. Check the selected shop and the guest’s name, number, email, and phone.
2. Review linked orders and bookings if you need to distinguish this person from someone with a similar name.
3. Select the trash icon.
4. Read the confirmation and check which person it names.
5. Choose **Delete** to remove the guest, or **Cancel** to keep the profile.
6. Wait for the success message. The detail panel closes, and the active list updates.
Choose Cancel before confirming deletion if you want to keep the profile. After you choose Delete, closing the confirmation or choosing Cancel does not stop the deletion already in progress. If the connection drops or no clear result appears, reload the guest list and check for that guest before trying again.
There is no restore control in this workflow. Keep enough context to tell Tapp support which profile was affected if the deletion was accidental.
## What remains afterward
Existing orders and bookings are retained, including their original guest association. Deleting the guest does not cancel a reservation, refund a payment, or erase operational history. The removed guest is no longer available to select for new work.
This action removes the profile from active use; it is not a complete erasure of every record about the person. If the request concerns personal-data removal, contact Tapp support rather than assuming this button handles the whole request.
## Delete in the mobile app
Open the guest’s details and tap their card under **About** to open **Guest profile**. Check the name, guest number and contact details; a dash means no contact value is shown.
Choose **Delete guest**, read the confirmation and select **Delete**. Choose **Cancel** before confirming if you want to keep the guest. After success, the app returns to the guest list. If deletion fails or the result is unclear, refresh that list before trying again.
The same Owner or Manager requirement applies even if another role can see the button.
## Platform and market notes
In both supported markets, web and mobile use the same shop profiles, so the guest’s active availability changes across those views after they refresh.
## Troubleshooting
If deletion fails, confirm your role and shop, then refresh the list. Another person may already have removed the profile. If you deleted the wrong guest, contact Tapp support with the shop and guest number. Recreating the name does not restore the original profile or reconnect its history automatically.
## Related articles
* [Edit guest information](/en/guests/edit-guest-information)
* [View a guest profile and history](/en/guests/view-guest-profile-and-history)
# Edit guest information
Source: https://help.tapp.shop/en/guests/edit-guest-information
Correct a guest’s name, email, or phone in the selected shop.
Update a guest’s contact information when their details change or a mistake needs correcting. Check the profile carefully before saving, especially when two people have similar names. The edit applies to the selected shop’s guest profile.
## Who can do this?
Owners and Managers can edit profiles through **Guests**. Staff can search and view profiles. Owners, Managers, and Staff can identify the guest at an active table visit using the separate mobile flow below.
## Where
In the web app, select the shop and open **Guests**. Select the person’s row, then choose the pencil control to open **Edit guest**.
## Update the details
1. Verify the name and contact details against the person you intend to edit.
2. Correct the full name. The web form requires at least two characters and allows up to 100.
3. Update the email or phone as needed. Check the email spelling before saving.
4. Save and wait for the success message and the editor to close.
5. Reopen the profile and confirm that the corrected details appear.
In the web editor, you can clear an optional contact field when the stored information should be removed. An email address must be in a valid email format. If you only want to correct a spelling mistake, edit the profile rather than deleting and recreating the person.
## Existing contacts and walk-in guests
In the web editor, an email or phone already used by a different active guest in the same shop can prevent saving. Find that profile and check which person the contact belongs to. This edit screen does not merge two profiles.
A guest entry created for an unidentified walk-in can become an identified guest when it has a name and at least one contact method. Confirm those details with the person before adding them.
## Identify a seated guest in the mobile app
1. Open **Live floor**, select the occupied table, and tap the guest under **Currently seated**. Wait for their saved details to load.
2. Enter a name and at least one contact method. Select the phone’s country code separately, then enter the remaining number. Complete or clear an invalid phone even when an email is present.
3. Choose **Save changes**, wait for the editor to close, then check the seated guest and linked booking.
Matching contact details can select an existing guest instead of changing the original profile. The entered name updates that guest; the visit and its booking move to them. The original profile remains. This does not merge profiles. Confirm that all details belong to the intended person before saving.
This mobile flow does not remove stored contacts when you clear a field. When it selects another existing guest, it keeps that guest’s contacts. Ask an Owner or Manager to use **Guests** for contact removal or further corrections. If details fail to load, close and reopen the editor before entering changes.
## Platform and market notes
Both flows use the selected shop’s profiles in both supported markets. Editing does not move a guest to another shop, take a payment, or change the status of an existing booking.
## Troubleshooting
If saving is unavailable, check the name length. If saving fails, check the email, possible duplicate contacts, your role, and the connection. Keep the intended corrections available until the update succeeds. Contact Tapp support if the same valid change repeatedly fails.
If you close the editor after choosing Save, the update may still finish. Closing it does not cancel a save already in progress. If the connection drops or you are unsure whether saving worked, reload the guest list and reopen the profile. Compare the saved name, email and phone with your intended corrections before trying again.
## Related articles
* [View a guest profile and history](/en/guests/view-guest-profile-and-history)
* [Delete a guest](/en/guests/delete-guest)
# Find and share a shop
Source: https://help.tapp.shop/en/guests/find-and-share-a-shop
Check the shop location, open it in maps and share the shop page or your map view.
Use the shop's guest page to check where it is and share its location with someone joining you. Check the shop name and address before travelling, particularly when a business has several locations.
## Who can do this?
Guests can use the available location controls on the shop's guest page. These controls do not require a staff account. What appears depends on the location information available for that shop.
## Where to do it
Open the shop's guest home page. Look for the map and the sharing controls beside it. On a phone, the controls may show icons instead of visible text labels.
## Open the location in maps
1. Check the shop name and address.
2. Choose **Directions** beside the map when available.
3. Check the destination in the maps page that opens, then use that service to plan your journey.
Opening the location does not start navigation automatically. If the destination seems wrong, contact the shop before travelling.
## Share the shop or map view
Choose **Share store** to share the shop page without your adjusted map position.
To share a particular view, move or zoom the interactive map, wait briefly for it to settle, then choose **This view**. The phone control is labelled **This map view**. The link remembers the area and zoom level, but not the map's tilt or rotation. Moving the map changes what you see; the shop's pin stays at its saved location.
Your device may open its sharing options. If sharing is unavailable, the page tries to copy the link instead. Wait for the copied-link message before pasting it. Cancelling your device's sharing window does not copy the link automatically.
## Platform and market notes
These steps apply in Great Britain and Germany. The maps link opens Apple Maps on detected Apple devices and Google Maps otherwise. The available map and sharing controls can differ by device.
## Troubleshooting
If the map or a control is missing, ask the shop for its address and directions. If copying fails, copy the page address from your browser. Sharing a shop does not create an order or booking.
## Related articles
* [Request a booking](/en/guests/request-a-booking)
* [Choose items and options](/en/guests/choose-items-and-options)
# Get a receipt for your guest order
Source: https://help.tapp.shop/en/guests/get-your-receipt
Request your receipt by email or text and download an available receipt from the guest ordering page.
Keep a copy of your order receipt without placing another order or making another payment. Check the shop, order number and amounts before saving or sharing it.
## Who can do this?
Guests can request a receipt for their own current order when the receipt page is offered. Use the same browser you used for checkout. If the page cannot recognize your order, ask the shop to send the receipt from that order.
## Where to do it
On the guest ordering page, use **Get your receipt** when it appears after checkout. An available online receipt has a separate **Download PDF** button.
On the receipt-request page, **Total** is the order amount. A confirmed tip can appear separately as **Tip**, alongside **Total paid**. **Unknown** for Total paid means the page cannot confirm that amount. Missing tip rows do not establish that no tip was paid; ask the shop about an unclear or refunded payment.
## Request an email or text
1. Choose **Email**, or choose **Phone** for a text message.
2. Enter the address or phone number. For a phone number, check the flag and select the correct country code; the field initially selects Great Britain.
3. Correct any highlighted details. Switching between Email and Phone clears what you entered, so enter the recipient again after switching.
4. Select **Send receipt** and wait for the result. The button shows **Sending receipt...** while the request is running.
5. After a successful request, the page continues to your order progress. Check your inbox or messages for the receipt.
Choose **Not now** before sending if you do not want to request a receipt at this point. This takes you to order progress without starting a receipt request. If you already selected **Send receipt**, choosing **Not now** does not cancel that request; the message may still arrive. Neither action cancels your order or refunds your payment.
An email receipt includes a PDF attachment. A text message includes a temporary link to download the PDF. Save the file while the link works. If it has expired or no longer opens, ask the shop for a fresh copy using your order number.
## Download and read a receipt
On an available online receipt, select **Download PDF**. The button shows **Downloading...** while the file is being prepared. Look in your browser’s downloads for `receipt-` followed by your order number and `.pdf`. If no file appears after the button becomes available again, try once more or ask the shop for a copy; a failed download may not show an error message.
Refund details can distinguish **Originally collected**, **Tip returned**, **Total returned** and **Remaining paid**. **Unknown** or **Tip refund status unknown** means the page cannot confirm that amount. Do not calculate a refund from the original total or pay again based only on a missing receipt.
## Platform and market notes
These steps apply to the guest ordering page in Great Britain and Germany. Check the phone country code even when the page is in German. The shop can help with a copy through the web or mobile app.
## Troubleshooting
If sending fails, check the recipient and retry when the page is ready. For missing email, check spam. If **No receipt data found** appears or downloading fails, contact the shop with your order number. A send confirmation does not prove the message reached your inbox.
## Related articles
* [Complete or resume payment](/en/guests/complete-or-resume-payment)
* [Leave a tip after paying](/en/guests/leave-a-tip-after-payment)
* [How staff send receipts](/en/history/print-email-or-text-receipt)
# Leave a tip after paying
Source: https://help.tapp.shop/en/guests/leave-a-tip-after-payment
Add an available digital tip from your order page and check whether it was confirmed.
You can leave a digital tip from the guest ordering page when the shop and your payment support it. Tipping is optional. A rating is separate from a tip and does not add money to your order.
## Who can do this?
The guest linked to the paid or completed order can use its tip form. The order must have a positive amount and no existing tip. Cash orders cannot use this digital form.
## Where to do it
Return to your order's progress page and choose **Leave tip** when offered. Keep using the same order and browser tab. Opening a different order does not recover the first order's tip request.
## Choose an amount
1. Wait while the page checks your order and loads current choices.
2. Select an offered percentage or fixed amount. Review the actual amount and currency shown.
3. If **Custom tip** is available, enter an amount within the displayed limits. The minimum custom amount is 1.00 in the order's currency, and the tip cannot exceed the order amount.
4. Review **Total**, which shows the selected tip amount. Select **Give tip** once and wait for the result.
5. Check for **Already tipped** and the confirmed amount before treating the tip as paid.
The shop controls the available suggestions and whether custom entry is allowed. Choices can change, and some payment types cannot be adjusted to add a tip even when the order is paid. Follow the current message rather than assuming every card payment supports an extra tip.
You can leave the page without submitting a tip. **Order more** starts a new order; it is not a way to retry or confirm a tip for the previous one.
## Check an uncertain result
**Tip confirmation needed** means a tip was attempted but payment is not confirmed. It does not prove the shop received the request. Choose **Check again** to reload the current status. This checks the order; it does not submit another tip.
If **Tip already recorded** appears, the order already has a tip record. A pending tip is not confirmation that payment succeeded. The form blocks another attempt in the same tab while the result is unresolved. This protection can survive a page reload when the browser allows saved data.
Do not switch browsers, clear saved data or start another order to bypass this protection. If the result stays unclear, ask the shop or Tapp support to check the existing order before you offer the tip again another way.
## Ratings
When the order is completed and the shop allows ratings, you may also be able to rate your server. Selecting a star submits the rating separately. It does not confirm a tip or determine who receives a share of it.
The selected stars fill before saving is confirmed, and this page does not show a separate rating success or failure message. Empty stars after reopening do not prove the earlier rating was lost. Ask the shop to check if you are unsure; do not submit a tip to try to save a rating.
## Platform notes
These steps describe the guest ordering page after payment. The tip prompt on a staff member's mobile device is a separate flow. If you already tipped during checkout, this page does not offer a second tip for the same order.
## Market notes
The flow applies to supported payments in Great Britain and Germany. Use the currency displayed for your order. An available form does not guarantee that the payment can still be adjusted when you submit it.
## Troubleshooting
For a custom amount, enter digits with a point or comma and up to two decimal places, without a currency symbol. Returning to the custom field clears its previous entry; check the amount again before submitting.
If choices are unavailable or have changed, choose **Check again** and review the refreshed amounts. If order details cannot be confirmed, wait or ask the shop for help. Do not interpret a missing tip button as a request to pay the order again.
## Related articles
* [Collect a tip during mobile checkout](/en/point-of-sale/collect-a-tip-at-checkout)
* [Print, email or text a receipt](/en/history/print-email-or-text-receipt)
# Request a booking
Source: https://help.tapp.shop/en/guests/request-a-booking
Choose a visit on the guest booking page and check whether the venue has confirmed it.
Request a table on the venue’s booking page. Check the result: receiving a request does not confirm a booking.
## Who can do this?
Guests can request a booking when the venue offers online bookings. You do not need a staff account. Contact the venue if the page or suitable choices are unavailable.
## Where to do it
Open the venue's booking page and check its name and address. The page asks **When would you like to visit?**. Staff recording a telephone reservation use the booking tools in the web or mobile app instead.
## Choose your visit
1. Select an available date. Wait for the calendar to finish loading; dates without offered availability cannot be selected.
2. Choose **Party** for the number of guests. Use one of the venue's offered sizes.
3. Select **Duration** if the venue offers that choice. Otherwise, the venue sets the standard visit length.
4. Choose a time from **Available timeslots**. Changing the date, party size or duration clears the previous time, so choose it again after the choices refresh.
5. Enter your name and at least one contact method: email or phone. Check the country code and spelling so the venue can reach you.
6. Add a useful **Comment** if needed, up to 64 characters.
7. Select **Confirm booking** once and wait for the result.
The calendar loads offered dates up to 180 days ahead. Ask the venue about later visits. If the selected date is no longer offered when availability refreshes, the page can choose another offered date and clear the time. Recheck the date and choose your time before submitting.
A time marked **on request** needs the venue's review. **Kitchen not open** describes the kitchen at that time; it does not promise table availability or food service. Contact the venue if you need to clarify what is available during your visit.
Starting a new booking opens a fresh form. Do not rely on unfinished details being restored after leaving or reloading the page. Enter and check the visit and contact details again. If you already submitted the request, check with the venue before sending another.
## Check the result
**Your booking is confirmed** means the booking was confirmed. Automatic confirmation requires the venue to allow it and a table to be allocated.
**We received your booking request** means the venue still needs to review it. Wait for its confirmation before treating the visit as confirmed. The button's wording alone does not establish confirmation. Check the date, time, party size and contact details shown on the result page. This page shows the result of your submission; it does not track later changes by the venue. Contact the venue for the latest status.
## Platform and market notes
These steps describe the guest booking page in Great Britain and Germany. The offered dates, times, party sizes and duration depend on the selected venue. The staff booking workflow can have different choices and confirmation rules.
If you choose to order food while entering a new booking, the page can ask **Leave booking?**. **Discard & order** discards those unfinished booking details and opens ordering. It does not submit the booking.
## Troubleshooting
If no date can be selected after loading, the page may not have received availability. This alone does not mean the venue is fully booked. Contact the venue if the problem continues.
If no times are available, choose another date or contact the venue. If the selected time is no longer available, review the refreshed choices. Correct highlighted fields. If you enter both email and phone, both must pass validation; you can clear one and leave the other valid contact method. If your correctly spelled name or valid contact details are rejected, ask the venue to make the booking.
If the result is unclear after a connection problem, contact the venue with the visit details before submitting again. This helps avoid duplicate requests. Do not assume that leaving the page cancels a request already received.
To change or cancel an existing booking, contact the venue with your visit details.
## Related articles
* [Complete or resume your payment](/en/guests/complete-or-resume-payment)
* [Create a booking as a team member](/en/bookings/create-booking)
# Book your onboarding call
Source: https://help.tapp.shop/en/kyc/complete-due-diligence-call
Arrange the onboarding call when Tapp requests one and check what happens after booking.
Some businesses need an onboarding call after business verification. Tapp shows the booking action when that step applies to your account. The appointment and the completed account review are separate: booking a time does not immediately activate payments.
## Who can do this?
An **Owner** of the selected shop can open the call-booking action from the setup flow. Managers and Staff should ask the Owner to handle this step if a verification restriction prevents the team from taking payments.
## Where
In the web app, open the setup checklist using **Book your call** after completing identification. Select **Book your onboarding call** when it appears. In the mobile app, the Owner sees an onboarding-call card after verification when a call is required.
## Steps
1. Open the booking action from Tapp for the correct business.
2. Choose an available appointment in the calendar.
3. Check your name and email address; the web app may fill these from your account. Complete the requested details and confirm the booking.
4. Wait for the calendar's confirmation. In the web app, Tapp then returns to the setup overview.
5. Check the email address used for your appointment and keep the meeting details. Tapp may show **Check your inbox** or **Open your inbox** after recording the booking.
6. Attend the call, then check Tapp again for any remaining action. If a further call is offered, use the new booking option or contact Tapp support.
## Platform notes
The web app shows the calendar within the setup window. The mobile app opens the booking link from its onboarding card. Start from the app's own booking action so the appointment is associated with your business.
The mobile call card disappears once the required review is approved. The web setup reminder can remain if other setup tasks are unfinished. Calendar confirmation alone does not confirm that approval, and this guide cannot promise appointment availability or a review time.
## Market notes
The onboarding call is required for businesses in Great Britain. It is normally not required in Germany. If no call step is shown for your German business, continue with the other setup steps rather than looking for a separate booking link.
## Troubleshooting
If the calendar does not load, reopen the booking action. If **Open your inbox** does not show your mailbox, open your email app directly and check the address used for the appointment. If you received a confirmation but Tapp still asks you to book, reopen the setup checklist and contact Tapp support if the mismatch remains. Avoid making duplicate appointments just to change the checklist.
## Related articles
* [Understand your verification status](/en/kyc/understand-kyc-status)
* [Troubleshoot business verification](/en/kyc/troubleshoot-kyc)
# Business verification
Source: https://help.tapp.shop/en/kyc/index
Complete business verification and find help with your next setup step.
Verify your business to get ready for Tapp's payment services. Starting verification requires the Owner role for the selected shop. Follow the requests shown for your business; the information required can vary by country and business type.
Completing verification alone does not confirm that you can take payments. Check any remaining onboarding review or billing step shown in Tapp.
Open the secure verification page or continue an unfinished application.
See what your progress means and which step comes next.
Arrange a call when Tapp asks you to complete one.
Resolve common problems and know what to share with support.
Great Britain requires an onboarding call after verification. Germany normally does not. The steps shown in Tapp reflect what applies to your business.
# Start or resume business verification
Source: https://help.tapp.shop/en/kyc/start-or-resume-kyc
Complete your business verification securely, or return to an unfinished application.
Business verification checks the details needed to use Tapp's payment services. You start in Tapp and complete the requested information on a secure verification page. If you stopped partway through, you can return to the same step to continue.
## Who can do this?
You need the **Owner** role for the selected shop to start or resume verification. Managers and Staff should ask the Owner to complete it. Seeing a verification reminder does not give another team member permission to submit the business information.
## Where
In the web app, open the setup checklist using its current reminder. When verification is next, the reminder reads **Complete verification**. Complete any earlier shop, menu or billing steps first; the menu needs at least one category with an item.
## Steps
1. Check that you have selected the correct shop and are signed in as its Owner.
2. Open **Complete verification**, then select **Complete identification**.
3. The secure verification page opens in a new browser tab. Follow the instructions there and provide the information it requests.
4. Check the details carefully before submitting them. The information requested can depend on your business and country.
5. Return to Tapp when you have finished. Allow the setup checklist to refresh and check which step is offered next.
6. To continue an unfinished application, open **Complete identification** again from Tapp. This gives you a fresh link to the verification process.
## Platform notes
The mobile app also offers a verification reminder to the Owner. Opening it displays the secure verification page inside the app. Use the app's back button to return to Tapp when needed. Finishing or closing that page does not, by itself, mean your business has been approved: check the updated status in Tapp.
## Market notes
Business verification applies in Great Britain and Germany. Great Britain also requires an onboarding call after verification. In Germany, that call is normally not required; follow the steps shown for your business.
## Troubleshooting
If the browser blocks the new tab, allow it for this action and try again. If the page still will not open, or Tapp keeps showing an error, contact Tapp support with the shop name and the message you see. Submit identity documents only through the secure verification process.
## Related articles
* [Understand your verification status](/en/kyc/understand-kyc-status)
* [Troubleshoot business verification](/en/kyc/troubleshoot-kyc)
# Troubleshoot business verification
Source: https://help.tapp.shop/en/kyc/troubleshoot-kyc
Get help with an unfinished verification, a page that will not open, or a payment restriction.
If business verification does not progress, start with the step and message shown in Tapp. An unfinished application, an appointment waiting to happen, and a payment restriction need different follow-up actions.
## Who can do this?
Starting or resuming verification requires the **Owner** role for the selected shop. Managers and Staff can report a problem to the Owner or Tapp support, but cannot complete the Owner's application on their behalf.
## Where
In the web app, the Owner opens the setup checklist through the current reminder, such as **Complete verification**. In the mobile app, use the verification or onboarding reminder on the Owner's home screen. Confirm the selected shop before trying to resolve the problem.
## Steps
1. **The verification action is missing:** check the selected shop and your Owner role. Complete earlier shop, menu or billing steps shown in the checklist. The menu needs at least one category with an item.
2. **The verification page will not open:** check that you are signed in as the Owner. In a browser, allow the new tab for the verification action, then try again.
3. **You left the application unfinished:** return to **Complete identification** in Tapp to open a fresh verification link. Follow any outstanding requests on that page.
4. **Your information has been submitted:** return to Tapp and reopen the setup checklist. Submission and completed review are different steps; do not create a second account to try to speed things up.
5. **A call is requested:** book through Tapp and check your appointment email. Attend the call before expecting that review step to finish.
6. **The review was unsuccessful:** use the next action offered in Tapp or contact Tapp support. A general message does not explain which information needs changing.
7. **You still cannot take payments:** check the displayed restriction. An unfinished review, incomplete payment verification, or an inactive German platform subscription can require different action. If the message asks for billing, [check platform billing](/en/settings/manage-german-platform-billing); repeating identity verification does not resolve a billing restriction.
## Platform notes
Tell support whether the problem happened in the web app, mobile app, verification page, or booking calendar. Include the shop name, time, exact visible message, and the action you tried. A screenshot of the error can help if it contains no sensitive information.
## Market notes
Great Britain requires the onboarding call. Germany normally does not. German billing remains a separate requirement. Follow the steps shown for your business rather than copying another shop's setup sequence.
## Troubleshooting
Contact Tapp support if the same error remains or the completed step is not reflected in Tapp. Do not send identity documents, bank details, or passwords in an ordinary support message. Supply verification documents only through the secure process provided for that purpose.
## Related articles
* [Start or resume business verification](/en/kyc/start-or-resume-kyc)
* [Understand your verification status](/en/kyc/understand-kyc-status)
* [Book your onboarding call](/en/kyc/complete-due-diligence-call)
# Understand your verification status
Source: https://help.tapp.shop/en/kyc/understand-kyc-status
Find out what your verification progress means and which setup step to complete next.
Your setup checklist shows progress through shop setup and business verification. Business verification, an onboarding call where required, and platform billing are separate steps. Completing one does not automatically complete the others.
## Who can do this?
An **Owner** of the selected shop follows and completes the verification checklist. Managers and Staff can use this guide to understand a payment restriction, but they cannot start or resume the Owner's verification application.
## Where
In the web app, open the setup checklist through its current reminder, such as **Complete verification**. In the mobile app, check the verification or onboarding reminder on the Owner's home screen. A reminder can be hidden while information loads, when you are viewing another shop, or when the step is complete or does not apply. Its absence alone does not confirm approval.
## Steps
1. If **Complete identification** is available, open it to supply or review the information requested for your business.
2. After finishing the secure verification process, return to Tapp. The checklist updates when the completed checks have been confirmed.
3. If **Book your onboarding call** appears, book and attend the call. This is an additional step for businesses that require it.
4. If **Check your inbox** appears after booking, check the appointment email. Having an appointment does not mean the account review has finished.
5. If Tapp offers another call after an unsuccessful review, use that option or contact Tapp support for help.
6. Check any remaining billing or shop-setup prompts before you start taking payments.
## Platform notes
The web and mobile apps can present these reminders differently. Always use the next action offered for the selected shop. A successful return from a verification page, a calendar confirmation, and an activated payment service are different outcomes.
A verification reminder can remain even if you can already receive customer payments, because other verification checks may still be unfinished. Receiving customer payments and receiving payouts are also separate. If one works and the other does not, give Tapp support the specific problem rather than assuming the whole account is ready.
## Market notes
Businesses in Great Britain require the onboarding call. In Germany, the call is normally omitted, but business verification and applicable billing requirements still apply. Changing the app language does not change your business's requirements.
## Troubleshooting
If the checklist does not update, reopen it after returning to Tapp. If a restriction remains, contact Tapp support with the shop name, visible message, and the step you completed. The checklist does not promise a review time or explain every possible reason for an unsuccessful review.
## Related articles
* [Start or resume business verification](/en/kyc/start-or-resume-kyc)
* [Book your onboarding call](/en/kyc/complete-due-diligence-call)
* [Troubleshoot business verification](/en/kyc/troubleshoot-kyc)
# Extend a table visit
Source: https://help.tapp.shop/en/live-floor/extend-table-session
Give a seated party more time and check the saved end against upcoming reservations.
Extend the expected end of an active table visit when the party needs more time. Review upcoming reservations before agreeing to the extension, and check the saved end afterward so the team works from the same plan.
## Who can do this?
Owners, Managers, and Staff can extend active table visits. Guests cannot use the floor controls.
## Where
In the web app, open **Live floor**, select the occupied table, and find **Extend time** in its details.
## Add more time
1. Check the seated party and current expected end. Make sure this is the active visit you intend to extend.
2. Use the plus and minus buttons to choose additional minutes. The web control starts at 30 minutes and offers 15-minute steps from 15 to 120 minutes.
3. Read the proposed new end and the next booking shown beside it. The additional minutes are added to the existing expected end. If no expected end is saved, the extension uses the current time.
4. Choose **Extend to** with the proposed time and wait for the action to finish.
5. Reopen or refresh the table and check its saved expected end. Tapp can limit the extension at the start of another upcoming booking on the occupied tables. The saved end can therefore be earlier than the time you requested.
The next-booking preview is limited to the selected table’s loaded bookings; check the other tables in a shared visit too. The success message may repeat the minutes requested. Use the saved expected end to decide how much additional time is available, especially when another reservation is close.
## Understand what changes
This action changes the active table visit’s expected end. It does not change the linked reservation’s duration through these web or mobile controls. Review the booking separately if its planned visit details also need correction.
An expected end is a planning time, not an automatic instruction for guests to leave. A visit that has passed its expected end remains active until the team closes it. Extending it does not settle orders or take payment.
## Platform and market notes
In the mobile app’s table details, **Extend time** starts at 30 minutes. Use plus or minus for 15-minute steps from 15 to 120 minutes, then tap **Extend time to** with the proposed time. The preview shows a clock time without a date. Check the saved end and the complete visit time, especially across midnight. Changing the minute selection alone does not save an extension.
## Troubleshooting
After an error or unclear response, refresh and check the saved end before retrying, since repeating the action can add more time. If the table is already closed, refresh and inspect its current state; only active visits can be extended. If an overdue visit still shows an end in the past after adding time, compare the old end with the minutes added. If a booking is already due or the schedule looks inconsistent, review the reservations and table assignments rather than relying on the extension to resolve the conflict. Contact Tapp support if the saved result remains unclear.
## Related articles
* [View a table visit](/en/live-floor/view-table-session)
* [Free a table or close its visit](/en/live-floor/free-table-or-close-session)
* [Edit or reschedule a booking](/en/bookings/edit-or-reschedule-booking)
# Free a table after a visit
Source: https://help.tapp.shop/en/live-floor/free-table-or-close-session
Close active seating, check the linked booking, and review any remaining orders.
Close the table visit when the party has finished and the table is ready to be released. Passing the expected end time does not automatically free an occupied table; the team must close its active visit.
## Who can do this?
Owners, Managers, and Staff can close active table visits for their shop.
## Where
In the web app, open **Live floor**, select the occupied table, and choose **Close table** in its details. The mobile table details offer **Free up** for an active visit.
## Close the correct visit
1. Check the selected shop, table name, and seated party. Make sure the guests have finished using the table.
2. Review the table’s orders before releasing it. Note the order numbers and any payment, receipt, or other work still to finish. The table panel may not show every order; use order history if one is missing.
3. Choose **Close table**. Read the confirmation and check the table name. Open orders remain in the system.
4. Confirm and wait for the action to complete. If one visit occupies several tables, closing it releases all tables belonging to that visit, not only the table you opened.
5. Refresh the floor and verify the result. The table may show a free state or the next reservation, depending on the schedule.
6. Check the linked reservation and any unfinished orders separately.
## What happens to the booking and orders?
Closing the active visit also attempts to archive its linked booking. If that booking cannot be updated, the table can still be released. Check the booking’s status when the calendar appears unchanged; do not close another visit merely to correct the calendar.
Closing a table does not collect payment, issue a receipt, refund or cancel its orders. The orders remain available in order history, even though they no longer appear in the table’s active-visit panel. Do not use a free table indicator as proof that its bill has been paid.
## Platform and market notes
The web app and mobile app use different labels and confirmation dialogs. These instructions concern a seated, active visit. A **Free up** action shown for an overdue reservation that has not been seated has a different purpose; review the no-show guide before using it. The same distinction applies in both supported markets.
## Troubleshooting
If closing fails, refresh the table details and check whether another team member already ended the visit. If the table is free but the reservation is still active, inspect that booking and use its available status actions or contact Tapp support. If an order still needs attention, find the saved order and finish the appropriate task rather than creating a duplicate. After a connection problem, verify the current table state before repeating the close action.
## Related articles
* [View a table visit](/en/live-floor/view-table-session)
* [Manage an order from the floor](/en/live-floor/manage-order-from-live-floor)
* [Record a no-show from the floor](/en/live-floor/mark-seated-booking-no-show)
# Live floor
Source: https://help.tapp.shop/en/live-floor/index
Seat guests, review table visits, and manage orders during service.
Owners, Managers, and Staff use the live floor to manage current seating. Check the selected shop, guest, and table before acting. A reservation, an active table visit, and an order each have their own status: paying an order does not close the visit, and closing a visit does not settle its orders.
# Manage an order from the floor
Source: https://help.tapp.shop/en/live-floor/manage-order-from-live-floor
Add a table order, continue an existing order, or open receipt and refund options.
Use a table’s order cards to continue service for its active visit. Check the order number and items before choosing an action, particularly when several orders belong to the same party.
## Who can do this?
Owners, Managers, and Staff can view and manage the shop’s orders. Returning a tip on its own requires an Owner or Manager; follow the dedicated refund guidance for that action.
## Where
In the web app, open **Live floor**, select an occupied table, and find **Order(s)** in its details. The cards show orders linked to the active visit, excluding cancelled orders.
## Choose the task
* **Add order to table:** starts a fresh order attached to the active visit. It clears the current basket, so finish or safely leave other work first.
* **Modify order:** reopens an editable draft, submitted order, or pay-later order. This replaces the current basket with the saved order, so finish other basket work first. The order keeps its table-visit connection.
* **Select payment:** continues payment for an existing submitted or pay-later order. It opens that order’s payment flow and replaces the current basket context. Complete payment there and verify the saved result.
* **Receipt:** opens receipt options for an order shown as paid. Choose email or SMS, check the recipient, and verify the sending result.
* **Refund:** opens the refund dialog when available on a paid order. Review its details before confirming and follow the refund guide if the outcome is uncertain.
After opening **Modify order**, compare the basket with the saved order, including options and quantities. Items or options that are no longer linked to the menu may be missing from the rebuilt basket. Stop if anything is missing; do not continue to payment until the order is correct.
A visible **Select payment** button does not guarantee the action is available for the order’s current state. For drafts, payments already started, failed payments, or refund states, the floor may ask you to continue elsewhere. Inspect the saved order rather than starting a replacement.
## Check the result
Return to the table after completing the action and refresh if necessary. Check the order’s saved status and amount. A refunded order can appear with an **Unpaid** label on this floor card; that label is not proof that the guest owes another payment. Use order history to inspect the actual payment and refund outcome before taking further action.
Paying one order does not settle every order for the party or close the table visit. Review the remaining orders and close the table only when the guests have finished.
## Platform and market notes
These steps describe the web app. In the mobile app, table details support editing orders and opening payment, but the table’s receipt and refund buttons currently do not start those tasks. Use the web app’s table actions for receipts and refunds. Check the selected shop’s currency and payment method before proceeding.
## Troubleshooting
If saving an edit fails, reload the saved order and compare every item, option, quantity and total with the intended order before retrying. Some changes may already have been saved. Do not take payment while the contents are incomplete or unclear.
If an order is missing, check order history and whether it belongs to the active visit. If an action reports that it is unavailable, inspect the current status before retrying. After an uncertain payment or refund, verify the saved outcome before charging or refunding again. Contact Tapp support if the order remains unclear.
## Related articles
* [View a table visit](/en/live-floor/view-table-session)
* [Refund an order](/en/history/refund-an-order)
* [Free a table after a visit](/en/live-floor/free-table-or-close-session)
# Record a no-show from the floor
Source: https://help.tapp.shop/en/live-floor/mark-seated-booking-no-show
Release a table held for a guest who has not arrived, after checking the reservation.
Use the floor’s no-show action when a reservation is overdue and the party has not been seated. A late indicator alone is not proof that the guest will not arrive. Check with the team before changing the booking’s attendance status.
## Who can do this?
Owners, Managers, and Staff can record a no-show for their shop’s bookings.
## Where
Open **Live floor** in the web app and find the table showing the overdue reservation. A table with no active seated visit can offer **Free up table** alongside **Seat now**.
## Check and release the reservation
1. Confirm the selected shop, table, guest, booking time, and party size. Check that the booking is confirmed and that another team member has not already seated the group elsewhere.
2. If the guest is present, use **Seat now** for the correct reservation instead of recording a no-show.
3. If the guest has not arrived and the team has decided to release the reservation, select **Free up table**.
4. Read the confirmation. It should ask whether to mark the named booking as a no-show. If it describes closing an active visit instead, cancel and inspect the table’s current state.
5. Choose **Mark no-show** and wait for the update to finish.
6. Refresh the floor and check the booking in **Bookings**. Its status should be **No show**. Another reservation may now appear on the table, so it will not necessarily look empty.
## Keep seating and attendance separate
This action releases the reservation’s hold on its assigned tables. It does not settle a bill or cancel an order. When a party is already seated, **Free up** closes its active visit instead; use the closing guide for that situation.
If the guest arrives after a no-show was recorded, review the current availability before seating them. Do not assume the original table is still available or that the web booking details provide a restore button. Contact Tapp support if you need help correcting an incorrectly recorded status.
## Platform and market notes
The mobile app also offers a no-show confirmation for an overdue, unseated booking from table details. Labels and dialogs differ, so read the proposed action before confirming. The same distinction between an unseated reservation and an active visit applies in both supported markets.
## Troubleshooting
A pending request cannot be marked as a no-show. Review it in **Bookings** using the available request actions. If the update fails, refresh and inspect the booking’s current status. Another team member may already have changed it. Use **Bookings** when the floor shows another guest or the action is missing. The web floor stops showing a late booking when its planned visit ends, and can prioritize another arrival within 20 minutes. Neither change records a no-show automatically. Do not repeat the action against a newly displayed reservation after the first one disappears. Contact Tapp support if the saved status and floor remain inconsistent after refreshing.
## Related articles
* [Manage booking status](/en/bookings/manage-booking-status)
* [Free a table after a visit](/en/live-floor/free-table-or-close-session)
* [Start an order for a booked guest](/en/bookings/start-order-from-booking)
# Seat a walk-in
Source: https://help.tapp.shop/en/live-floor/seat-a-walk-in
Choose a guest, party size, and suitable tables for guests arriving without a reservation.
Use the walk-in flow for guests who have arrived without a reservation. If the party already has a booking, find and seat that reservation instead so the team does not create a second visit.
## Who can do this?
Owners, Managers, and Staff can seat walk-ins and choose or create guests. Owners and Managers change the shop’s booking limits and table configuration.
## Where
Open **Live floor** in the web app and choose **Seat now** on a suitable free table. If the table is showing a reservation, check the guest before proceeding: that action can seat the existing booking instead.
## Seat the party
1. Optionally choose **Choose or create guest**. Select an existing guest or enter a new one. You can also continue without a named guest.
2. Set **How many seats?** with the plus and minus buttons. The control offers 1 to 50, but the shop’s booking limits still apply when saving.
3. Review **Suggested table(s)** and the selected table. If you opened the form from a particular table, that manual choice can take priority over the suggestion. Changing party size clears the previous manual choice, so check the selection again.
4. Use **See all tables** if you need a different table. Check capacity, room, existing occupants, and upcoming bookings. A suggestion can contain a configured combination of tables. A table hidden from online booking can still be used by staff when suitable.
5. Choose **Continue** once and wait for the seating result.
6. Open the table details and verify the active party, start time, expected end, and occupied tables before starting an order.
The web form does not have a duration picker. The booking uses the duration returned with the seating suggestion, falling back to the shop’s standard duration when needed. Seating does not copy that duration into the active table visit’s expected end, so the table can show no end time. Use **Extend time** to set an expected end if needed, then check the saved result against upcoming reservations.
Suggestions consider party size and confirmed reservations during the proposed visit. Table priority is considered before spare seats, so the suggestion is not always the smallest table. Pending requests do not block suggestions: check those requests and the current floor before seating. A suggestion does not reserve the table while you decide.
## Platform and market notes
In the mobile app, the party-size control offers 1 to 20. Changing it clears a manual table choice. Guest search starts after three characters; use **Load more** when offered before creating another guest. Under **See all tables**, filter by room and choose one table. This replaces the current selection, including a suggested table combination. Check the result, then tap **Seat now** once. Keep the device’s date, time and time zone correct for the venue. Seating does not create or pay an order.
## Troubleshooting
The manual table list hides occupants known to the current floor view, but does not filter by party size or upcoming reservations. Check capacity and the booking schedule yourself. A missing suggestion does not make a manual choice suitable. If a table becomes occupied while you are completing the form, seating can fail. The visit must also fit the shop’s opening hours and booking limits, even when a table is suggested.
The visit is recorded before the table is occupied. If seating fails, Tapp attempts to remove the unfinished visit from the active booking schedule. Check both **Bookings** and the floor before trying again, especially after a connection problem. Do not assume that an error means nothing was saved. Contact Tapp support if an extra booking remains or the seating result is unclear.
## Related articles
* [Understand the live floor](/en/live-floor/understand-live-floor)
* [View a table visit](/en/live-floor/view-table-session)
* [Start an order for a booked guest](/en/bookings/start-order-from-booking)
# Understand the live floor
Source: https://help.tapp.shop/en/live-floor/understand-live-floor
Read table availability, seated visits, upcoming reservations, and room views.
The live floor helps the team see who is seated and which tables need attention. It combines active visits with reservation information, so read the table’s label, guest details, and timer together before choosing an action.
## Who can do this?
Owners, Managers, and Staff can use the floor for their shop. Owners and Managers configure rooms, tables, and saved room layouts.
## Where
Open **Live floor** in the web app and check the selected shop.
## Choose a room and view
Select **All** to see the floor across rooms, or select a room to focus on its tables. If a table seems missing, return to **All** before changing its setup.
When at least one room has a saved layout, **Map** and **List** are available. The map shows table positions; rooms without a saved layout still appear as cards. The web app remembers your chosen view when browser storage is available. Without saved room layouts, it uses the list of table cards.
In the map, select a table and choose **View details**. Tables without a usable map position appear below the room map under **Unplaced**; that means their position is missing, not that they are free. The map position helps locate a table physically; it does not define its booking capacity.
Small tables on the map may omit guest counts or timers. A visible map timer shows only a duration; select the table to see whether it means an upcoming arrival, time left or an overdue booking. The online-hidden label can appear alongside occupancy information, so read both.
## Read the table information
* **Available:** no active party is seated. Check any upcoming reservation before offering the table for a longer visit.
* **Occupied:** an active visit holds the table. Its expected end helps plan service, but the table remains occupied until the visit is closed.
* **Upcoming or late booking:** check the named guest and time. An unseated late reservation may offer both seating and a no-show action. A timer alone is not proof that the guest will not arrive.
* **Online hidden:** the table is hidden from online booking, but staff can still use it during service. This label does not mean the table has no seated guests or cannot be used.
A pending request may suggest a table without reserving its capacity. Review the booking’s actual status and availability before confirming it.
## Choose the next action
Use **Seat now** for an arriving party, open the table details to review orders, and use **Extend time** when the active party needs more time. **Free up** closes a seated visit; **Free up table** for an overdue, confirmed, unseated reservation can record a no-show. Read the confirmation so you apply the intended action to the correct guest.
## Platform and market notes
In the mobile app, search by table, room, or the guest name shown on the card. Select **Filters** and choose one table status. **Occupied**, **Expiring** (30 minutes or less left), and **Closing** (planned time reached) are separate filters. None closes the visit. To find a missing table, clear the search and choose **All** for both room and status. Check the device’s local date and time, especially across locations or after midnight.
## Troubleshooting
The web floor refreshes seated visits about every 15 seconds while open; reservation information loads separately. A changing timer does not prove that all saved information is current. Wait for an action to finish and refresh before repeating it. Review **Bookings** for the full schedule. The web floor loads up to 1,000 pending or confirmed reservations for the device’s current date. A late reservation stops being the focus after its planned end, and an arrival within 20 minutes can take its place. Neither change cancels the reservation or records a no-show. If an online-hidden table’s state seems wrong, inspect its active visit and reservations separately. Contact Tapp support when the saved records and floor remain inconsistent.
## Related articles
* [Seat a walk-in](/en/live-floor/seat-a-walk-in)
* [View a table visit](/en/live-floor/view-table-session)
* [Set table availability](/en/rooms-and-tables/set-table-availability)
# View a table visit
Source: https://help.tapp.shop/en/live-floor/view-table-session
Review the seated party, expected end, upcoming booking, and orders for the active visit.
Open a table’s details to see who is seated, when the visit is expected to end, and which orders belong to it. Check the current party separately from the next booking before making a service decision.
## Who can do this?
Owners, Managers, and Staff can view table details for their shop.
## Where
In the web app, open **Live floor** and select a table. Its details panel shows the table name and current state. The mobile app also provides table details with a different layout.
## Read the visit details
1. Confirm the shop and table name. Check the room and capacity so you do not act on a similarly named table elsewhere.
2. Read **Currently seated** for the active party, seating time, and expected end. A walk-in may have a general label rather than a named guest.
3. Read **Next booking** separately. In the web panel, this shows the next upcoming pending or confirmed reservation found among today’s loaded bookings for this table. It excludes bookings whose start time has already passed, and does not summarize every future reservation.
4. Review the table details. **Allergens noted** displays ordinary booking notes: from the seated booking when loaded, otherwise the next booking. Check which party the notes concern. **None today** means no notes were found here; it does not confirm that the current party has no allergies.
5. Open the linked booking where offered if you need to verify its contact details or change the planned visit.
Some visits have no expected end displayed. When present, it is a planning time. An overdue visit remains active until the team closes it. A reservation time alone does not establish that the guest has been seated.
## Review orders
The order cards show orders linked to the current active visit, excluding cancelled orders. They are not a full history of orders ever placed at this table. The order list does not refresh on the same timer as the floor status. Reload the page to check recent changes from another device. Review each order’s items, amount, and status separately; an amount shown on a card does not itself mean it is paid.
Use the available order actions when you need to continue service. **Add order to table** starts a fresh order for the active visit and clears the current basket, so finish or safely leave other order work first. Use **Extend time** or **Close table** for the visit itself.
## Platform and market notes
In the mobile map, tap a table to open its visit or press and hold to show its available actions. Tables under **Unplaced** work the same way. Search and status filters fade nonmatching map tables; you can still open them. Small table shapes may omit the timer or seat count, so open the details to check. The web panel uses your computer’s local date and time for today’s bookings and upcoming visits. Check its time zone against the shop, especially when working remotely, and check each order’s currency. One active visit can occupy several tables. Opening another member table can show the same visit, so avoid repeating an action from each table.
## Troubleshooting
If the panel shows the table as free, another team member may already have closed the visit. Refresh before acting. The panel loads at most 200 shop orders before selecting those for this visit. If an expected order is absent, check order history and its table connection rather than creating another order immediately. Use **Bookings** for dates beyond today, missing reservations, or a complete list. The web panel loads at most 1,000 of today’s pending and confirmed bookings, so its empty next-booking section is not a complete availability check.
## Related articles
* [Extend a table visit](/en/live-floor/extend-table-session)
* [Manage an order from the floor](/en/live-floor/manage-order-from-live-floor)
* [Search and filter bookings](/en/bookings/search-and-filter-bookings)
# Choose device notifications
Source: https://help.tapp.shop/en/notifications/choose-device-notifications
Choose which order alerts reach the phone or tablet you are using.
Choose the push alerts you want on each phone or tablet. For example, you can keep new order alerts on a shared tablet while reducing completed-order alerts on your own phone. Make the choices on each device where you use the mobile app.
## Who can do this?
Owners, Managers, and Staff can change their own device notification preferences. This does not change a colleague’s preferences or give you access to orders you would not otherwise be allowed to see.
## Where
In the mobile app, open your profile using the profile button. On **Profile settings**, find **Allow notifications** in the device settings. When notifications are allowed, **Notify me about** appears below it.
## Choose your alerts
1. Open the settings on the phone or tablet you want to adjust.
2. Turn on **Allow notifications**. Respond to any permission prompt from your device.
3. Under **Notify me about**, switch the available alert types on or off:
* **New orders**
* **Payments**
* **Pay later orders**
* **Cancellations**
* **Completed orders**
4. Allow each change to finish before changing another switch.
5. Repeat on another device if you want to adjust its alerts too.
These switches save when changed; you do not need to save your personal details to apply them. Turning a type off mutes that push alert for your account on this device. It does not cancel orders, change payment status, or remove messages from your notification list.
## Platform and market notes
The controls are in the mobile app for both supported markets. The five switches cover selected order alerts; they are not a complete list of every notification Tapp can send. Turn off **Allow notifications** to stop push alerts on this device more broadly.
After turning **Allow notifications** off and back on, review **Notify me about** again. Turning notifications off clears your choices for individual alert types on this device. Turn off any types you still want to mute.
## Troubleshooting
If the individual switches are missing, check **Allow notifications** first. The switch in Tapp does not confirm that your phone or tablet allows notifications in its system settings. If alerts still do not arrive, check those system settings too. Reopen your profile to confirm the choices were saved. Contact Tapp support if a switch repeatedly returns to its previous value.
## Related articles
* [Understand notification types](/en/notifications/understand-notification-types)
* [View and filter notifications](/en/notifications/view-and-filter-notifications)
# Dismiss a notification
Source: https://help.tapp.shop/en/notifications/dismiss-notification
Remove a message you no longer need from your notification list.
Dismiss a notification when you no longer need it in your list. This removes the message from your view without changing the order, booking, payment, or other event it describes. Review any outstanding task before clearing its reminder.
## Who can do this?
Owners, Managers, and Staff can dismiss notifications addressed to their own account. You cannot remove a colleague’s copy from their list. If several people received the same news, each person manages their own message.
## Where
In the web app, choose the shop and open **Notifications**. Find the **X** on the right of the entry you want to remove. Check the title and time so you select the correct message.
## Remove one message
1. Find the notification in the list, using the search or date filter if needed.
2. Read it and check the related order or booking if you still need to act.
3. Select the **X** on that row. The message is removed without another confirmation.
4. Wait for the list to update and confirm that the entry has disappeared.
Selecting the row itself marks the message as read and may open a related screen. Use that option if you want to keep the message available without its unread indicator.
There is no bulk-dismiss or restore button on this page. If you need information from a removed message, open the relevant area of Tapp and find the order, booking, or item there. Dismissing a message does not remove those details.
## Platform and market notes
These instructions cover the web app in both supported markets. Removing a message is different from switching off push alerts on your phone or tablet. It does not change which future notifications you receive.
## Troubleshooting
If the entry remains, allow the list to refresh and then reload the page. Confirm you selected **X** rather than the row. A previously dismissed entry can return after using **Mark all as read**; you can dismiss it again. If removal repeatedly fails, give Tapp support the message title, shop, and time.
## Related articles
* [Mark notifications as read](/en/notifications/mark-notifications-read)
* [View and filter notifications](/en/notifications/view-and-filter-notifications)
* [Choose device notifications](/en/notifications/choose-device-notifications)
# Notifications
Source: https://help.tapp.shop/en/notifications/index
Review messages about your shop and choose the alerts you want on each device. Reading or dismissing a message does not complete the task it describes.
Review messages about your shop and choose the alerts you want on each device. Reading or dismissing a message does not complete the task it describes.
Find messages for your shop using unread, text, and date filters.
Recognize messages about orders, bookings, ratings, and other shop activity.
Clear unread indicators for one message or your account’s notifications.
Remove a message you no longer need from your notification list.
Choose which order alerts reach the phone or tablet you are using.
# Mark notifications as read
Source: https://help.tapp.shop/en/notifications/mark-notifications-read
Clear unread indicators for one message or your account’s notifications.
Mark a notification as read after reviewing it. The unread indicator disappears, while the message remains in the normal list. Reading a message does not complete the order, confirm a booking, or perform the task described in it.
## Who can do this?
Owners, Managers, and Staff can mark their own notifications as read. Your action does not clear a colleague’s unread messages, even when both of you received a message about the same event.
## Where
In the web app, select a shop and open **Notifications**. Unread rows have a green indicator. **Mark all as read** appears when the selected shop has unread messages for you.
## Read one message
1. Find the message you want to review.
2. Select its row. The **X** removes the message instead.
3. Read the message or the related screen that opens.
4. Return to the list if you want to review another entry.
Opening a related screen does not confirm that the read status was saved. If the unread indicator remains when you return, refresh the list and check again.
Some messages have no related screen. Selecting them still marks them as read. Turn off **Unread only** to find messages you have already read.
## Mark all as read
1. Select **Mark all as read**.
2. Review the confirmation.
3. Select **Confirm** to continue, or **Cancel** to leave the messages unchanged.
4. Wait for the list and unread count to update.
This action affects your notifications across shops, including entries outside the current page or filters. The confirmation names the selected shop, but the action is broader. Read messages individually if you want to keep another shop’s messages unread.
## Platform and market notes
These are the web app controls in both supported markets. Read status belongs to your account. It is separate from allowing push alerts on a particular phone or tablet.
## Troubleshooting
If the indicator remains, refresh and check the same shop. Previously dismissed messages can reappear after **Mark all as read**; dismiss them again if needed. There is no mark-as-unread control on this page. For repeated failures, contact Tapp support with the shop and approximate time.
## Related articles
* [View and filter notifications](/en/notifications/view-and-filter-notifications)
* [Dismiss a notification](/en/notifications/dismiss-notification)
# Understand notification types
Source: https://help.tapp.shop/en/notifications/understand-notification-types
Recognize messages about orders, bookings, ratings, and other shop activity.
Notifications tell you about activity that may need your attention. Read the title and message to understand what happened, then check the related area of Tapp if you need to take action. The icon helps you recognize the subject, but does not tell you everything about the event.
## Who can do this?
Owners, Managers, and Staff can read the notifications delivered to their account. Some events notify particular roles or people, so colleagues in the same shop may see different messages. For example, menu-import results go to Owners and Managers. Not receiving a notification is not proof that nothing happened.
## Where
Open **Notifications** in the web app or use the header bell for recent unread messages. Check the selected shop and the time shown on the entry before acting.
## Recognize common messages
* **Orders:** new orders, payment updates, pay later orders, cancellations, and completed orders.
* **Bookings:** requests, new bookings, confirmations, cancellations, or changes to an existing booking.
* **Ratings:** feedback about an order or a staff member.
* **Messages and shop updates:** other information, such as a menu change or the result of importing a file.
Read the full message even when the icon looks familiar. A booking request may still need a decision; a confirmation describes a different stage. A file import message may ask you to check the imported menu or try again.
## Open the details
1. Read the title, message, and time.
2. Select the row to mark the entry as read.
3. If Tapp opens a related screen, check its current details before making changes.
4. If no screen opens, go to the appropriate area using the navigation.
Reading or dismissing a notification does not perform the task described in it. Check an order directly before assuming it is paid or completed.
## Temporary payment alerts
While you use the web app, a brief alert may report a payment received or failed for an order paid by QR code, payment link, or text message. It can concern an order started by a colleague in the selected shop. An order already open for payment, or sent to another device, uses its own payment flow instead.
These alerts are not a payment history. Opening the app or switching shops does not replay earlier payments. If no alert appears, open the order and check its current payment status before trying to collect payment again.
## Platform and market notes
These instructions cover the web app in both supported markets. The mobile app separately lets you choose certain order alerts for the device you are using. Those switches do not remove messages from the web notification list.
## Troubleshooting
If the wording is unclear, keep the message and contact Tapp support with its title, time, and shop. Use the actual order or booking details to resolve a time-sensitive question rather than relying on an older notification.
## Related articles
* [View and filter notifications](/en/notifications/view-and-filter-notifications)
* [Choose device notifications](/en/notifications/choose-device-notifications)
# View and filter notifications
Source: https://help.tapp.shop/en/notifications/view-and-filter-notifications
Find messages for your shop using unread, text, and date filters.
Review notifications to see recent activity for the shop you are working in. The newest messages appear first, with a title, message, date, and time. Use these details to find the event you want to check.
## Who can do this?
Owners, Managers, and Staff can view messages addressed to them for shops they can access. Your list may differ from a colleague’s because some messages go to particular people or roles.
## Where
In the web app, select the shop and open **Notifications**. The bell in the header previews up to five unread messages. Open the full page when you need search, dates, older messages, or messages you have already read.
## Find a notification
1. Check the shop name before searching.
2. Turn on **Unread only** if you want messages you have not read. Turn it off to include read messages.
3. Enter words from the title or message in **Search**.
4. Use the date control to select a day. Select a second, different day to include the dates between them. Use the **X** inside the date control to clear that filter.
5. Move through the pages below the list to check older entries.
6. Select a message to read it. If a related screen is available, Tapp opens it.
Each page contains up to twenty entries. Text and date filters search the current page, so an empty result does not mean there are no matches elsewhere. Check other pages or clear the filters. Changing **Unread only** returns you to the first page.
Search may miss words in a translated notification. If a word you can see produces no match, clear the search and use the date filter to find the message. Check other pages too.
## Platform and market notes
These instructions describe the web app in both supported markets. The list refreshes periodically while you are using it; a newly created message may take a short time to appear. Phone and tablet push alerts have separate settings in the mobile app.
## Troubleshooting
If your computer and shop use different time zones, messages near midnight can fall outside the day you expect. Clear the date filter or include the days before and after the displayed date. The filter uses your computer’s day boundaries, while message times are displayed for the shop.
If an expected entry is missing, confirm the shop, clear the search and date filters, and turn off **Unread only**. Return to the first page and refresh if loading has stopped. Check the relevant order or booking directly when you need its current status. If the problem continues, give Tapp support the message title, time, and shop.
## Related articles
* [Understand notification types](/en/notifications/understand-notification-types)
* [Mark notifications as read](/en/notifications/mark-notifications-read)
* [Choose device notifications](/en/notifications/choose-device-notifications)
# Design a room layout
Source: https://help.tapp.shop/en/rooms-and-tables/design-room-layout
Arrange a room’s physical tables on the floor map.
Design the room map so your team can recognize where each table belongs. The layout controls the drawing: the room outline and the position, size, shape, and rotation of tables. It does not change their seat counts or booking limits.
## Who can do this?
Owners and Managers can save room layouts. Staff can use the resulting maps in supported service screens, but cannot change the layout configuration.
## Where
In the web app, open **Settings → Rooms & tables** and choose **Edit layout** for the room. Only physical tables assigned to that room appear in its table tray. Add or assign missing tables before arranging them.
## Shape the room
1. Check the room name and selected shop.
2. Adjust **Width** and **Height** under **Room size**.
3. Drag the square handles at the middle of each wall to change the outline.
4. Use the **+** on a wall to add a corner for an L-shaped area or a recess.
5. Check whether any existing tables now sit outside the room shape.
Changing the room size can adjust table positions or footprints to fit the grid. Review the whole room after resizing rather than assuming every table stayed where you placed it.
## Place and adjust tables
Drag a table from **Unplaced tables** onto the floor. Select a placed table to adjust its footprint, choose **Rectangle** or **Round**. **Rotate** is available for rectangular tables. Switching to Round uses the larger existing dimension as the diameter; check that the new shape fits. Arrow keys move the selected table by one grid step when you are not typing in a field.
Use **Remove from floor**, drag the table back to the tray, or press Delete while the table is selected to remove its map placement. The table itself remains in your shop. Placing it again from the tray starts with a rectangular drawing, so check its shape, size and rotation again.
## Save and review
Resolve warnings about tables outside the room by moving them inside or returning them to the tray. Choose **Save layout** and wait for the saved message. Wait for saving to finish before leaving. When you leave with unsaved changes outside an active save, Tapp asks whether to discard them.
Coordinate changes so only one person edits this room at a time. Saving replaces the room’s saved plan, so a later save can overwrite another person’s changes. Reopen the editor before starting if someone has changed the room or its tables elsewhere.
## Platform and market notes
In the mobile app, tap a table in **Unplaced tables** to add it to the map, then use its controls to adjust the drawing. Press and hold a placed table, then drag it to move it. A red drop outline means the position is unavailable. Drag a green wall handle to move a wall; tap a handle on a long enough wall to divide it before shaping a recess. If **No space** appears, make room or enlarge the room grid before retrying. **Remove from floor** returns the table to the tray without deleting it. Placement and shape changes stay unsaved until you choose **Save**. Wait for saving to finish before leaving.
In the mobile app, shrinking the grid can also shorten the room outline. Check the outline and any overlapping tables afterward. The numbered steps above describe the web app in both supported markets. Drawing a larger table does not add seats, and removing its placement does not make it unavailable for bookings.
## Troubleshooting
If a move snaps back, check for overlapping tables or a position outside the room. A warning about the room shape does not disable **Save layout**; correct the layout before saving. If a table is missing from the tray, check its room assignment. After an uncertain save, reopen the room layout and check the outline and every table before trying again. An error does not necessarily mean nothing was saved. Contact Tapp support if the result remains unclear.
## Related articles
* [Manage rooms](/en/rooms-and-tables/manage-rooms)
* [Manage tables](/en/rooms-and-tables/manage-tables)
# Rooms and tables
Source: https://help.tapp.shop/en/rooms-and-tables/index
Organize rooms, set table capacities, create combinations, and arrange your floor map. Use online availability to control which tables guests can book.
Organize rooms, set table capacities, create combinations, and arrange your floor map. Use online availability to control which tables guests can book.
Group your tables into rooms and manage their names and settings.
Set up physical tables with seats, booking group sizes, rooms, and priorities.
Group physical tables for larger parties and set the group’s booking limit.
Choose whether a table can be assigned to online bookings.
Arrange a room’s physical tables on the floor map.
See how table settings affect bookings, seating, and the floor map.
# Manage combined tables
Source: https://help.tapp.shop/en/rooms-and-tables/manage-combined-tables
Group physical tables for larger parties and set the group’s booking limit.
A combined table lets you offer two or more physical tables together for a larger party. It has its own name and maximum group size while keeping the individual tables available as separate tables when the booking situation permits.
## Who can do this?
Owners and Managers can create, edit, and delete combined tables. Staff can use combinations in supported booking and seating workflows, but cannot change their configuration.
## Where
In the web app, open **Settings → Rooms & tables**. Choose **Add combined table** from a room’s menu or the unassigned area. Use **Edit combined table** on an existing combined-table card to change it.
## Create a combination
1. Enter a unique name, up to 255 characters, that the team can recognize.
2. Choose a room, or leave a new combination without a room.
3. Add at least two different physical tables from this shop. The picker can include tables from other rooms. Check that staff can use them together; choosing a room for the combination does not move its member tables into that room.
4. Drag the selected members to put them in the intended order.
5. Review **Max party size**. Initially, this follows the total seats of the selected tables.
6. Enter a different maximum if needed, then choose **Create combined table**.
7. Check the saved card’s name, members, and group limit.
Changing the maximum creates a custom limit. To return to the total member seats, use **Reset to** followed by the displayed seat count. Review the limit again whenever you change members; a custom limit stays fixed while you edit. When you reopen a combination whose saved limit equals its current total seats, it follows member-seat changes again.
## Edit or delete a combination
Open **Edit combined table**, make your changes, and save. You can change an existing combination to another room. Choosing **No room** does not currently clear a previously assigned room; contact Tapp support if you need that change.
Deleting a combination removes the group, not its physical tables. If an individual table is deleted separately, review any combination that used it, because the group may no longer contain enough tables.
## Platform and market notes
These steps describe the web app in both supported markets. Names are not translated automatically. Online bookings exclude combinations containing an online-hidden member; review each table’s availability if the combination is missing online.
## Troubleshooting
Check for a blank or duplicate name, fewer than two members, or a maximum below two if saving fails. A table already selected is not offered again. Confirm the shop if a member is missing. After an uncertain save, reload the combination and check its members, order and limit before trying again. Contact Tapp support if a valid combination still cannot be saved.
## Related articles
* [Manage tables](/en/rooms-and-tables/manage-tables)
* [Set table availability](/en/rooms-and-tables/set-table-availability)
# Manage rooms
Source: https://help.tapp.shop/en/rooms-and-tables/manage-rooms
Group your tables into rooms and choose which areas to fill first.
Create rooms to organize tables into areas such as the main floor, garden, or upstairs room. A clear room name helps staff find tables and review the right part of the shop. Room priority expresses which areas you prefer to fill first.
## Who can do this?
Owners and Managers can create, edit, and delete rooms for their shop. Staff can use room information in supported booking and floor tasks, but cannot change the room configuration.
## Where
In the web app, open **Settings → Rooms & tables**. Check the selected shop, then use the room filters or search field to find an existing room. The room header contains its actions.
## Create a room
1. Choose **Add room**.
2. Enter a name your team will recognize, such as “Garden”. The name must be non-empty, unique within the shop, and no longer than 255 characters.
3. Choose a priority from **Highest** to **Lowest**. This records your preferred area. Current automatic table suggestions use the priorities of the tables themselves; changing room priority alone does not make suggestions prefer that room. Check table priorities and the actual suggested tables.
4. Choose **Create room**.
5. Check the new room section and add tables or assign existing tables to it.
Creating a room does not create its physical tables. Add those separately with their seat counts and booking limits.
## Edit or remove a room
Use the room’s edit action to change its name or priority, then save. Renaming also requires a unique name. If saving reports an error, refresh and check the room before repeating the change. **Edit layout** opens the floor design tools instead; use it when you want to change where tables appear on the map.
To remove a room, choose its delete action and review the confirmation. Its tables and combined tables are kept and become **Unassigned**. Deleting a room is not the same as deleting its tables or cancelling their bookings.
## Platform and market notes
In the mobile app, enter the room name and choose its priority, then use **Create room** or **Save room**. Leaving the priority unchosen saves **Medium priority**. Selecting a priority alone does not save the room.
These steps describe the web app in both supported markets. Room names are the names you enter and do not translate automatically when someone changes the app language. Use names the team can recognize across devices.
## Troubleshooting
If creation fails, check for another room with the same name and refresh before trying again. If tables seem missing after deleting a room, clear the search and choose **Unassigned** or **All**. Ask Tapp support if valid room changes repeatedly fail.
## Related articles
* [Manage tables](/en/rooms-and-tables/manage-tables)
* [Design a room layout](/en/rooms-and-tables/design-room-layout)
# Manage tables
Source: https://help.tapp.shop/en/rooms-and-tables/manage-tables
Set up physical tables with seats, booking group sizes, rooms, and priorities.
Add a table for each physical table your team uses for bookings and service. Give it a recognizable name and check its seat count and booking group sizes. These settings help Tapp offer suitable tables and help staff identify them on the floor.
## Who can do this?
Owners and Managers can create, edit, and delete tables. Staff can use tables during supported booking and floor tasks, but cannot change this configuration. Confirm the selected shop before editing.
## Where
In the web app, open **Settings → Rooms & tables**. Add a table from a room section or the unassigned area. Use the table card’s **Edit table** action to change an existing table.
## Create or edit a table
1. Enter a unique **Table name**, up to 255 characters.
2. Set **How many seats** using the number control. The web form allows 1–50.
3. Set the minimum and maximum group sizes you want to book at this table. Each can be 1–50, and the maximum cannot be below the minimum.
4. Choose a room. For a new table, you can also choose **No room (unassigned)**. For an existing table, that option currently leaves its saved room unchanged. Reopen the table after saving to verify its room.
5. Choose **Booking priority**, from **Highest** to **Lowest**, or **Online hidden** to exclude the table from online booking assignment.
6. Choose **Create table** for a new table or **Save changes** for an existing one.
7. Review the resulting card before continuing.
Seats describe the physical table. Minimum and maximum group sizes describe the groups you want assigned to it. Set all three intentionally; changing one is not a substitute for checking the others.
## Remove a table
Check the live floor first and finish any seated visit before deleting its table. Use the table’s delete action and read the confirmation. Pending, confirmed or no-show reservations whose start time has not passed can block deletion. The check does not cover earlier starts, so inspect the full schedule yourself. The warning names at most five examples; review all affected bookings and reassign or resolve them first. Deleting a table also removes it from combined-table groups, so review any affected combinations afterward.
## Platform and market notes
These steps describe the web app in both supported markets. Table names remain as entered when the app language changes. To hide a table temporarily from online booking assignment, consider **Online hidden** instead of deleting it.
## Troubleshooting
If saving is unavailable, check the name and number ranges. If deletion is blocked, inspect the future bookings named by the message rather than repeatedly deleting. If a table is missing, clear the search and room filters and check **Unassigned**. Contact Tapp support if valid changes still fail.
## Related articles
* [Manage rooms](/en/rooms-and-tables/manage-rooms)
* [Set table availability](/en/rooms-and-tables/set-table-availability)
* [Manage combined tables](/en/rooms-and-tables/manage-combined-tables)
# Set table availability
Source: https://help.tapp.shop/en/rooms-and-tables/set-table-availability
Choose whether a table can be assigned to online bookings.
Use **Bookable online** when a physical table should temporarily stop receiving online bookings. Turning it off keeps the table in your shop while excluding it from online assignment. It does not close an active table visit or cancel existing reservations.
## Who can do this?
Owners and Managers can change table availability. Staff can see and use table information in supported service workflows, but cannot change this setting. Check the selected shop before switching a table off.
## Where
In the web app, open **Settings → Rooms & tables**. Find the physical table card and its **Bookable online** switch. Combined-table cards do not have a separate switch.
## Change availability
1. Confirm the shop, room, and table name.
2. Turn **Bookable online** off to stop automatic online assignment to that table.
3. The switch saves immediately. Wait for **Online hidden** to appear on the card.
4. When the table is ready for online bookings again, turn the switch on.
5. Review the table’s booking priority if you previously used a custom preference.
Turning the switch off sets the priority to **Online hidden**. Turning it back on sets **Medium**; it does not restore a previous High or Low priority. Open **Edit table** and choose the intended priority if Medium is not appropriate.
## Effects on combined tables and service
An online booking cannot be assigned to a combination containing an online-hidden table. Check the individual members when a combination is unexpectedly unavailable online.
Online hidden does not mean the table is physically unusable. Staff can still encounter or use it in supported floor and seating workflows. Coordinate with your team if you need to keep the physical table out of service as well.
Hiding tables does not switch off booking requests. Guests may still submit a request without an assigned table when no suitable online table is available. Keep checking **Bookings** and review each request before confirming it.
## Platform and market notes
In the mobile app’s **Rooms & tables**, tap the table name to edit its details; use the separate **Bookable online** switch for visibility. Its appearance changes before saving finishes. Wait until the switch is available again and check the result; an error can restore the previous state. Turning it back on also resets priority to Medium.
These steps describe the web app in both supported markets. The table keeps its name, room, and floor-map position. Existing bookings and active visits remain, so review them separately before making operational changes.
## Troubleshooting
If the switch returns to its previous state, wait for the update, refresh, and check your role and connection. If an expected online option is missing, check each table’s availability, party-size limits, and existing bookings. Contact Tapp support if the saved settings do not explain the result.
## Related articles
* [Manage tables](/en/rooms-and-tables/manage-tables)
* [Manage combined tables](/en/rooms-and-tables/manage-combined-tables)
# Understand rooms and tables across Tapp
Source: https://help.tapp.shop/en/rooms-and-tables/understand-cross-surface-effects
See how table settings affect bookings, seating, and the floor map.
The tables you configure are used in more than one part of Tapp. A room helps organize the floor, a table’s seats and group limits help determine suitable bookings, and its map placement helps the team find it. Change the setting that matches the result you want.
## Who can do this?
Owners and Managers change room and table configuration. Owners, Managers, and Staff use that information during supported booking, seating, and order workflows. The ability to use a table during service does not grant permission to edit its setup.
## Where
Configure the shop in **Settings → Rooms & tables** in the web app. Review the result in the relevant booking or floor screen, and check the selected shop on each device.
## Choose the right change
* **Organize an area:** create a room and assign its tables. Deleting the room leaves those tables unassigned rather than deleting them.
* **Change booking capacity:** edit the table’s seats and minimum and maximum group sizes. A larger drawing on the floor map does not add seats.
* **Offer tables together:** create a combined table and review its members and maximum group size.
* **Hide a table from online assignment:** turn off **Bookable online**. Staff workflows may still allow the table to be used.
* **Change the map:** use **Edit layout**. Removing a table from the drawing does not remove it from the shop or stop bookings.
Online combinations need their member tables to be eligible. A combination containing a table marked **Online hidden** is excluded from online assignment, even if the combined card has no availability switch. Guests can still submit booking requests when no eligible table is available; check **Bookings** for requests without a table.
## Review active work
Before moving or removing a table, check existing bookings and active seating. Deletion is blocked for linked pending, confirmed, or no-show bookings whose start time has not passed. That check does not protect every ongoing visit. Check the live floor and finish any active visit before deleting a table. Changing online availability or map placement does not cancel bookings or end visits.
Table priorities influence automatic assignment; room priority alone does not make an area fill first. A combination’s room does not move its member tables into that room.
After saving, review the relevant screen and tell the team about changes that affect service. Do not delete and recreate a table merely to refresh its display; the replacement is a new table and does not automatically inherit its history.
## Platform and market notes
These principles apply in both supported markets. Web and mobile screens use the shop’s saved configuration, but may need to refresh. Room and table names remain as entered when the app language changes.
## Troubleshooting
If views disagree, confirm the shop and table name, then refresh. Check room assignment, online availability, combination members, and active bookings separately. Contact Tapp support if the saved settings still do not explain what you see.
## Related articles
* [Manage tables](/en/rooms-and-tables/manage-tables)
* [Set table availability](/en/rooms-and-tables/set-table-availability)
* [Design a room layout](/en/rooms-and-tables/design-room-layout)
# Set up booking preferences
Source: https://help.tapp.shop/en/settings/configure-booking-settings
Review and save the shop’s booking limits, visit lengths, and notification preferences.
Review party sizes, visit lengths, start times, request handling and notifications together. Opening hours and table capacity determine availability.
## Who can do this?
Owners and Managers can change these settings for their shop. Staff can manage bookings, but cannot change the shop’s booking settings.
## Where
In the web app, select the correct shop and open **Settings → Booking settings**.
## Review the booking rules
1. Set the minimum and maximum party size. Both must be at least one, and the maximum cannot be smaller than the minimum.
2. Under **Manage available durations**, add or remove visit lengths in minutes. Keep at least one duration.
3. Choose the **Standard duration** from those available lengths. Check it again if you remove the previously selected duration.
4. Turn **Allow guests to set visit duration** on if guests should choose from your available lengths. Otherwise, the standard duration determines the usual visit length.
5. Choose the **Time slot interval**. This is the gap between offered start times, not how long the guest stays. For example, a 15-minute interval can offer 18:00, 18:15, and 18:30 while each visit lasts 90 minutes. Opening hours and availability still affect what can be booked.
6. Set **Mark as no-show after** in minutes. Review late arrivals in the booking list; changing this setting is not a substitute for checking a booking’s actual status.
## Decide how requests arrive
Turn **Accept bookings automatically** on to confirm a guest request when a table can be allocated. A request without a suitable table remains pending for your team to review. Turning this off keeps guest requests pending for review. Bookings created by staff are confirmed when created.
Under **Email notifications**, enter a valid address in **Send notifications to**. Choose notifications for bookings from guests, bookings created by staff, or both. Walk-ins do not send these booking emails. These switches control emails to your venue, not whether a request is accepted.
To stop venue emails, turn both notification switches off and save. Clearing the address alone does not disable emails: saving a blank address restores the owner’s registration email. The web app requires a valid address while either switch is on. Changing this address does not change the account email.
Select **Save changes** and wait for saving to finish. Reopen the settings to confirm the values before directing the team to use the new schedule.
## Platform and market notes
Use the web app for these settings. Saving duration or interval changes in the mobile app can turn automatic acceptance back on. Afterwards, recheck **Accept bookings automatically** in the web app and turn it off if your team reviews requests manually. Settings apply to the selected shop in either supported market; the interface language does not select its market.
In the mobile duration editor, tap **+** after entering minutes and check that the duration appears in the list. **Done** only closes the panel. Adding or removing a duration changes the unsaved settings immediately; closing the panel does not undo it. Recheck **Standard duration** before saving.
## Troubleshooting
If the page keeps loading, check your connection and reopen it before editing. After a save error, reopen and check the saved values before retrying.
If saving fails, check party-size limits, positive durations, the selected standard duration, and the notification email. A typed email must be valid even when both email switches are off. If a venue email does not arrive, check the booking list: a saved booking can exist even when its notification fails. Start-time intervals do not create extra tables or extend opening hours. If a requested visit cannot be accommodated, review its pending status and available tables before confirming it.
## Before leaving settings
If you change shops or leave with unsaved edits, read the confirmation before continuing. After saving, reopen the settings in the same shop and check the values. For an unexpected guest booking choice, compare the saved settings with opening hours and table availability rather than repeatedly changing the duration.
## Related articles
* [Configure booking times and requests](/en/bookings/configure-booking-settings)
* [Create a booking](/en/bookings/create-booking)
* [Manage booking status](/en/bookings/manage-booking-status)
* [Configure opening hours](/en/shop-overview/configure-opening-hours)
# Choose how menu items are displayed
Source: https://help.tapp.shop/en/settings/configure-menu-display
Adjust menu-card details and check the result on the guest ordering page.
Menu display settings let you simplify the guest menu cards without deleting the information stored on an item. Review the guest ordering page after saving because list cards and item details do not hide the same information.
## Who can do this?
Owners and Managers can change the shop’s menu display settings. Staff cannot save these settings. Confirm the selected shop before making changes; the choices affect that shop’s menu rather than just your own screen.
## Where
In the web app, open **Settings** and find **Menu**. The controls are **Show images**, **Title**, **Description**, **Tags**, and **Duration**.
## Adjust the menu cards
1. Choose a menu item that has an image, description, and tags so you can check the effect of each setting.
2. Turn the relevant switches on or off. Images appear only when the item already has an image; enabling a switch does not create missing content.
3. Review any other changes you have made on the same settings page, including payment and checkout choices.
4. Choose **Save changes** and wait for saving to finish.
5. Reopen the settings to check the saved choices. Then refresh the guest ordering page and inspect both the menu card and the item’s detail page.
## What these switches do not hide
The guest menu cards use the title, description, tags, and image choices. The item detail page can still show the title and description when they are hidden on cards. Do not put private information into item content and rely on these switches to conceal it.
The current guest menu does not show a duration field controlled by **Duration**, so changing that switch does not add a preparation-time estimate there. These settings also do not change item prices, availability, or the contents of an order.
## When item fields disappear
The Title, Description, Tags and Duration switches also control whether those fields appear in the web item editor. To edit a hidden field, turn its switch on, save the settings and reopen the item editor. Keep Title enabled when creating an item: a name is required to save, even when its field is hidden. Existing item information is not deleted by hiding the field.
## Platform and market notes
Use the web app and **Save changes** to adjust these display choices. Check the guest page after saving; do not assume every screen displays the same information.
The display settings apply in Great Britain and Germany. They do not translate names or descriptions. Keep customer-facing item text appropriate for the people ordering from your shop.
## Troubleshooting
If a change seems missing, check the shop, reload the saved settings, and refresh the guest page. Compare an item with existing content. The main web settings page saves several groups together, and one group can save even if another fails. After an error, inspect each group you changed before retrying. Contact Tapp support if saved choices still produce an unexpected result.
## Related articles
* [Add or edit a menu item](/en/menu/add-and-edit-menu-item)
* [Change item availability](/en/menu/change-item-availability)
# Choose payment methods for your shop
Source: https://help.tapp.shop/en/settings/configure-payment-methods
Manage cash and Tap to Pay settings and check device readiness.
Use payment settings to choose which supported methods your shop offers. The current controls cover **Tap to Pay on iPhone**, **Tap to Pay on Android**, and **Cash**. Enabling a method for the shop does not by itself make every team device ready to accept it.
## Who can do this?
An Owner can change payment settings. Managers and Staff cannot save these shop-level choices. Team members may still use the payment methods available to them during checkout.
## Where
In the web app, select the shop and open **Settings → Payments**. Check the shop name before changing a switch.
## Change the available methods
Saving this web settings page also switches off SEPA, Klarna, PayPal and girocard, although they have no switches here. If your shop already uses one of these methods, contact Tapp support before saving.
1. Review the three displayed methods and choose those the shop intends to use.
2. Turn **Cash** or **Tap to Pay on Android** on or off as needed.
3. For **Tap to Pay on iPhone**, read any setup message. If Tapp says an iOS device is required, dismissing that message does not enable the method. Complete the setup in the mobile app on an iPhone first.
4. Review other pending edits on the same settings page, including menu and checkout preferences.
5. Choose **Save changes** and wait for saving to finish. Reopen the settings to check the stored choices.
6. On the device that will take payments, check that the intended method is available for the shop before service begins.
## Set up Tap to Pay on iPhone
An Owner may see an iPhone setup introduction when opening the mobile home screen. Choose **Enable Tap to Pay on iPhone** and follow the instructions, or **Maybe later** to postpone setup. If the screen stays open after postponing, check your connection and retry. The mobile **Checkout & payments** switches do not set up the device or connect an Apple account. If setup is unavailable or fails, contact Tapp support before relying on the method.
If checkout says Tap to Pay on iPhone is disabled, read the message: **Settings** opens your profile setting; **Store Settings** directs an Owner to the shop switches when setup was previously completed. Managers and Staff need an Owner to enable the shop method. A completed account-linking step does not prove payment setup or shop enablement succeeded. Recheck readiness before service. If **Store limit reached** persists, contact Tapp support.
## Platform and market notes
The web app uses **Save changes**. In the mobile app, open **Shop → Checkout & payments**, change the available switches and choose **Continue**. The screen returns after a successful save. Reopen it to check the saved choices. Switching a method on without choosing **Continue** does not save it. Availability depends on the account and device in both Great Britain and Germany; a shop switch is not a guarantee that a particular phone can take a payment.
## Troubleshooting
If the mobile page shows all switches off and **Continue** is unavailable, reopen it and check your connection. A first-load failure can leave that display. Confirm the saved choices in the web app if needed.
If saving fails, check the selected shop and Owner access. The main web settings page saves several groups together, so some changes may succeed before another fails. Reopen each group you changed before retrying.
If a saved method is missing at checkout, check the device setup and any payment-readiness message. Avoid repeatedly changing the shop setting to fix a device problem. Contact Tapp support if the device remains unable to use an enabled method.
On Android, if Tapp says **Tap to Pay is disabled**, choose **Settings** in that message and check your profile’s Tap to Pay switch. If **NFC Not Available** appears, choose **Settings** and enable NFC in the phone’s settings if available. These messages apply to staff checkout; terminal mode uses its own failure screen. After a payment failure, check the existing order’s payment status before trying again.
## Related articles
* [Understand verification status](/en/kyc/understand-kyc-status)
* [Use terminal mode or remote payment](/en/devices/use-terminal-mode-or-remote-payment)
# Set up receipt printing
Source: https://help.tapp.shop/en/settings/configure-receipt-printing
Connect a counter printer and choose when your shop prints receipts automatically.
Tapp Print Station connects a receipt printer at your counter to your shop. Keep it running on the connected computer while you use receipt printing. Saving a printer preference is separate from confirming that a receipt has physically printed.
## Who can do this?
Owners and Managers can manage printer setup. The current web receipt-settings page only lets Owners change automatic printing and the default printer. Managers should ask an Owner to make those changes here. Staff can read printer and receipt settings, but cannot manage them; print-station details require Owner or Manager access.
## Where
In the web app, select your shop and open **Settings → Receipt printing**. Use the information icon beside the settings heading for the displayed setup instructions.
## Connect the printer
1. Choose **Windows** or **macOS (Apple Silicon)** in the download area and select **Download Print Station**. Use the installer offered on the page for the counter computer.
2. Run the installer and sign in to Print Station with your Tapp account.
3. Follow the setup instructions to select the shop and connected USB printer. Check that the shop is the one you intend to print for.
4. Choose **Save & start** in Print Station and leave it running in the computer’s menu bar or tray.
5. Return to receipt printing in the web app. Check the printer name, paper width, and connection information when the printer appears.
## Choose automatic printing
As an Owner, select the active printer under **Default printer** and review **Print automatically on payment**. Each change starts saving immediately; wait for the saved confirmation before changing another setting. Confirm both the printer selection and switch after reopening the page.
The default badge is shown only while automatic printing is enabled. Its absence does not necessarily mean that no printer was selected. For a suitable paid order, check the printed receipt itself before relying on the setup during service.
## Platform and market notes
This guide covers the web settings and the separate Print Station application for a counter computer. The offered Mac installer is for Apple Silicon. Ask Tapp support before using it on a different Mac. The same setup page is used for shops in Great Britain and Germany. Printer setup does not change the shop’s receipt details or fiscal settings.
## Troubleshooting
If settings keep loading or a previously connected printer is missing, check your connection and reload the page. The printer list and settings load separately; a failed load can resemble an empty list.
After a save error, reload and check both the switch and default printer before retrying. A change may already have been saved.
If no printer appears, check the selected shop, USB connection, and whether Print Station is running. Only active printers appear in this list. For an offline printer, check the computer’s connection and the last contact shown when available.
An online status describes the print station’s connection; it does not confirm paper, successful output, or that a particular receipt printed. A completed payment can remain successful even if printing does not happen. Check the order and printer before requesting another receipt, and contact Tapp support if the problem continues.
## Related articles
* [Choose payment methods](/en/settings/configure-payment-methods)
* [Use German fiscal tools](/en/settings/use-german-fiscal-compliance)
# Configure tip prompts and suggested amounts
Source: https://help.tapp.shop/en/settings/configure-tip-prompts
Choose whether devices ask for tips and set the amounts guests can select.
Choose mobile checkout tip suggestions. Guests can decline. Changing settings neither collects money nor changes recorded tips.
## Who can do this?
Owners and Managers can manage tipping for the selected shop. Staff cannot save these shop settings.
## Where to do it
In the mobile app, open **Shop** and choose **Tipping** in settings. Check the selected shop first.
## Enable the prompt
1. Check **Allow guest tips**. Changing this switch saves immediately, separately from the other settings on the page. Wait for it to finish before continuing.
2. Turn **Ask guests on POS devices** on if you want a tip prompt during supported checkout flows.
3. Read any notice saying Tapp has temporarily turned prompts off. Your settings can remain saved while prompts are unavailable.
4. Check the device's tipping preference as well. A shop-level setting does not override a device that has opted out.
The remaining changes on this page need **Save changes**. Closing the page is not a substitute for saving them, even if the main allow-tips switch already saved successfully.
## Choose suggested amounts
Under **Suggested amounts**, choose **Percentage** or **Amount**. If you change the type, read and confirm **Replace presets**. This replaces the current suggestions with defaults in your unsaved changes. Review and edit those defaults before saving.
Open **Presets** and keep between one and five distinct suggestions. For percentages, enter whole numbers from 1 to 100. For fixed amounts, enter more than zero and no more than 10,000 in the shop's currency. These are allowed input ranges, not recommended tip amounts; choose amounts appropriate for your customers.
Use **Add preset** or **Remove preset** as needed. Check every displayed value, especially after switching between percentage and fixed amounts. Tap the checkmark (**Done**) to apply the list to the settings page. Closing or swiping away the presets panel discards its edits; you still need **Save changes** on the main page.
An existing fractional percentage stays unchanged if you leave its field untouched. If you edit that field, enter a whole percentage. Correct duplicate or invalid values before choosing **Done**.
If existing settings mix percentages and fixed amounts, the page shows those saved choices. Other setting changes preserve them. Choose one type only when you intend to replace the mixed suggestions.
## Rounding and custom amounts
Use **Round to** to choose **No rounding** or one of the displayed currency increments. Rounding applies to tips calculated from percentages, not fixed suggestions, and does not raise the tip above the order total.
Turn **Allow custom amount** on or off to control whether guests can enter their own amount. **No tip** remains available either way.
Review any unsaved tip-sharing changes on the same page too: **Save changes** saves them together. Wait for completion before editing again, then reopen the page to verify your choices. Check a freshly opened checkout on the intended device before relying on the new prompt.
## Platform notes
These steps describe the mobile app.
In the web app, open **Tipping** from the side menu. Choose **Add suggestion**, enter a value and confirm with Enter or the checkmark. Confirmed entries appear in sorted order; duplicates are ignored and the last suggestion cannot be removed. Cancel beside the input discards only that pending entry. There is no **Done** panel: use **Save changes**. Changing type still requires confirmation.
The allow-tips switch, shop prompt and device preference are separate. **Who receives tips** controls sharing, separately from suggested amounts.
## Market notes
The flow applies in Great Britain and Germany. Fixed amounts and rounding use the shop's currency. Check the currency when managing several shops.
## Troubleshooting
* If saving is unavailable, check the number and validity of suggestions and any required sharing selections.
* If settings cannot load, retry before editing. Do not treat missing values as the shop's saved choices.
* After an error, reopen the page and check the main switch and remaining settings separately. Contact Tapp support if the saved state or prompt remains unclear.
## Related articles
* [Allow tips and guest ratings](/en/settings/configure-tips-and-ratings)
* [Take payment](/en/point-of-sale/take-payment)
* [Choose how tips are shared](/en/settings/configure-tip-sharing)
* [Tip prompts on a device](/en/devices/control-tip-prompts-on-a-device)
# Choose how tips are shared
Source: https://help.tapp.shop/en/settings/configure-tip-sharing
Select who receives tips and understand how check-in and saved shop settings affect the result.
Choose the rule for future tips. Changes do not redistribute existing shares, and a recorded share does not confirm payout.
## Who can do this?
Owners and Managers can change tipping settings; Staff cannot.
## Where to do it
Check the shop. In the mobile app, open **Shop → Tipping → Tip split → Who receives tips**.
## Choose and save a rule
1. Choose **The team member taking payment**, **Everyone on shift**, or **People on shift with selected competences**, then choose **Done**.
2. For the last option, open **Competences** and choose at least one active work role. Choose **Done** to return these choices to the settings page. A person needs at least one of the selected roles to join that group.
3. Check the other tipping settings on the page, including suggested amounts. They must also be valid before you can save.
4. Choose **Save changes** and wait for completion. Reopen to check the saved rule and roles.
Closing a picker without **Done** discards its latest selections. The page still needs **Save changes**. **Allow guest tips** saves separately and immediately.
## What “on shift” means
The group consists of eligible team members currently checked in at this shop when Tapp assigns the tip. A scheduled shift alone is not enough. Someone who has not checked out can remain in the group after their scheduled finish time.
Shares are equal, with any remaining pennies or cents distributed so the shares add up to the complete tip. The rule does not weight shares by hours worked. Keep check-in and check-out records accurate; correcting attendance later does not automatically recalculate an existing share.
## Exceptions to the selected group
The person taking payment means the person linked to handling the order. For mobile checkout tips, this is usually the person who recorded the tip choice. Removing that person from the shop team does not necessarily prevent a share.
* With **The team member taking payment**, an eligible person receives the tip even without a current check-in. If that person is missing or excluded as an owner, Tapp tries the eligible checked-in team instead.
* With either group option, a saved shop setting can also include the person taking payment even if they are outside the selected group. This is enabled by default.
* If the selected group is empty, an eligible person taking payment receives the tip as a fallback, even when the extra-person setting is off.
* Owners are excluded by default. Existing shops can have a different saved setting. If nobody qualifies, the tip remains unassigned; it is not automatically given to an owner.
The mobile screen preserves the saved owner and extra-person settings but does not offer switches to change them. Contact Tapp support if those settings need checking against your team's written tipping policy.
Older tips may record whoever completed the order as the recipient. Check their recorded recipients; current settings do not explain every past assignment.
## Platform notes
In the web app, open **Tipping** from the side menu. Under **Who receives tips?**, select a rule directly. For **Selected competences on shift**, tick at least one active work role, then choose **Save changes**. No **Done** panel is used. Role counts show assigned people, not current attendance or final tip recipients. **Count unavailable** does not mean zero. If roles fail to load, existing selections are retained; retry before changing them.
Checkout tips are assigned when payment is recorded. Tips added through the guest ordering page are assigned when the order is completed, or immediately if already completed. The settings and check-ins at assignment time determine the group.
## Market notes
The sharing controls apply in Great Britain and Germany. Shares use the shop's currency. Keep your team's written tipping policy available to them.
## Troubleshooting
Retry loading work roles before saving. For unexpected shares, check attendance, roles, the person handling the order and the owner setting. For an unassigned tip or an unclear result, contact Tapp support before assuming it has been distributed.
## Related articles
* [Configure tip prompts](/en/settings/configure-tip-prompts)
* [Check in and out](/en/shift-management/check-in-and-out)
* [Manage work roles](/en/shift-management/manage-work-roles)
* [Review tip shares](/en/overview/review-your-tip-shares)
# Allow tips and guest ratings
Source: https://help.tapp.shop/en/settings/configure-tips-and-ratings
Choose whether your shop accepts tips and invites guests to leave ratings.
The checkout switches control whether tips and ratings are allowed for the shop. They are separate choices. Turning tips on does not automatically show a tip prompt on every device or make every order eligible for another tip.
## Who can do this?
Owners and Managers can change checkout preferences. Staff cannot save these settings. The main web settings page also saves payment preferences, which require an Owner; ask an Owner to check the result if a Manager encounters an error there.
## Where
In the web app, select the intended shop and open **Settings → Checkout rules**. Find **Allow tips** and **Allow ratings**. The separate tipping settings page contains the mobile tip-prompt and sharing choices.
## Set the checkout choices
1. Confirm the shop and review whether each switch is on or off.
2. Set **Allow tips** according to whether the shop should accept tips.
3. Set **Allow ratings** according to whether guests should be able to rate their completed order.
4. Review any other unsaved changes on the main settings page.
5. Choose **Save changes** and wait for the update. Reopen the settings to confirm both saved values.
6. Check the relevant guest or mobile experience with freshly loaded settings. A flow that was already open may not reflect the change yet.
## If you want a mobile tip prompt
Allowing tips is the overall shop choice. The mobile checkout prompt also needs to be enabled in the shop’s tipping settings and allowed on the device. Tapp must have the feature available for the shop’s setup. Read any availability message in tipping settings before troubleshooting the device.
Tip sharing, suggested amounts, and device preferences are separate from the main checkout switches. Enabling tips does not allocate an existing tip, create a payment, or change an existing rating.
## Ratings and guest orders
The guest order page offers ratings for completed orders when ratings are enabled and it can confirm access to that order. Guest tipping also depends on the order’s eligibility and any tip attempt already in progress. A missing action does not necessarily mean the shop switch failed to save.
On the guest progress page, **Rate your experience** offers one to five stars. Selecting a star sends the rating immediately, without a separate Save button. A later successful selection updates that guest’s rating for the same order. Further star taps are ignored while a rating is saving, so rapidly tapping a different score may leave the first selection.
The stars fill before saving is confirmed. The page currently gives no separate success or failure message, and reopening it can show empty stars even after a rating was saved. Ask the shop to check the order if the result matters; the stars alone do not confirm the saved value.
## Platform and market notes
These steps describe the web checkout settings for shops in Great Britain and Germany. Mobile tip prompts and guest tipping use different screens and conditions. Check the experience your team or guests actually use rather than assuming both will show the same prompt.
To change guest ratings, use **Allow ratings** in the web app. The mobile app’s tipping settings do not offer a rating switch. Changing **Allow guest tips** there keeps the existing rating choice.
## Troubleshooting
After a save error, reload each settings group you changed. The page saves several groups together, so the checkout choices can save even if another group fails. For a missing tip prompt, check the shop’s tipping settings and the device preference. For a missing guest action, confirm the correct completed order and refresh its page. Contact Tapp support if the saved settings and available actions still disagree.
## Related articles
* [Choose payment methods](/en/settings/configure-payment-methods)
* [View team details and performance](/en/staff/view-staff-details-and-performance)
# Configure voice ordering
Source: https://help.tapp.shop/en/settings/configure-voice-ordering
Enable spoken orders for your shop, choose the capture language and set how long recordings are kept.
Check the shop before setting up voice ordering for your team.
## Who can do this?
Owners and Managers can change voice-ordering settings. Staff can use voice ordering when it is available but cannot change these shop settings.
## Where to do it
In the mobile app, open **Shop** and choose **Voice ordering** in the settings section.
## Set up capture in the mobile app
1. Turn **Enable voice ordering** on or off for the shop.
2. Open **Capture language** and select **English (United Kingdom)** or **German (Germany)** to match the language your team will speak. Choose **Done** to apply your selection before saving. Closing the picker without Done discards that selection.
3. Under **Audit retention**, set **Keep transcripts for** to a whole number from 1 to 730 days.
4. Set **Keep audio for** to a whole number from 1 to 365 days. This setting is separate from transcript retention.
5. Choose **Save changes** and wait until saving finishes. Reopen the settings to confirm the saved values.
Enabling voice ordering does not guarantee microphone availability. After certain service failures, the mobile app hides it for five minutes on that device. Wait before trying again or complete the basket manually. An ongoing service problem or Tapp pause can keep it unavailable. Saved shop settings remain unchanged; microphone permission is still required.
## Change settings in the web app
Open **Settings → Voice ordering** for the selected shop. Turn **Enable voice ordering** on or off, choose **Spoken language**, and set **Keep transcripts for** and **Keep audio for** under **Audit retention**. The same whole-day limits apply: 1–730 for transcripts and 1–365 for audio.
Choose **Save changes**, which appears after you make a change, and wait for saving to finish. Reopen the page to confirm the values. Changes in either app apply to the same shop. Saving a shorter retention period can therefore affect recordings made on other devices in that shop.
Turning voice ordering off prevents new spoken orders and can stop further processing of speech already being captured. Let your team finish their current spoken orders first, or check and complete those baskets manually.
## Understand retention
Transcripts are the written record of speech; audio is the recording you can listen to. Their retention periods run from capture time. Changing a period does not instantly delete old content when you press Save; removal happens through scheduled cleanup. Turning voice ordering off does not stop this cleanup.
Shortening retention can make older speech and recordings unavailable after cleanup. Increasing it cannot restore content already removed. Summary measurements can remain after the original speech is removed, so an analytics total does not prove that a transcript or recording is still available.
The mobile settings also provide **Learned phrases**, where managers can review phrases associated with menu items. Review incorrect matches separately from the capture-language setting.
## Platform notes
Both apps configure voice ordering for the shop; use the mobile app to capture spoken orders. Changing the capture language does not change the language of the app's menus. Check the recorded order's items and quantities before taking payment.
## Market notes
The flow supports shops in Great Britain and Germany. Select the spoken language deliberately; do not assume it follows the shop's market or your personal app language.
## Troubleshooting
* Wait for the mobile save to finish; edits made while saving can be lost.
* If another manager has changed the settings, reopen the mobile page before editing. An already open form can still show the earlier values; saving it can overwrite newer choices.
* If the settings keep loading or no controls appear, check your connection and reopen the page. Wait for the current settings to appear before editing.
* If Save is unavailable, check that you changed a setting and entered valid retention periods.
* If saving fails, reopen the settings to check their current values before retrying.
* If the microphone is missing, confirm the shop setting and check for a pause notice. Contact Tapp support if voice ordering remains unavailable.
## Related articles
* [Build an order basket](/en/point-of-sale/start-order-and-build-basket)
* [Manage learned voice phrases](/en/settings/manage-voice-phrases)
* [Review voice-ordering analytics](/en/overview/review-voice-ordering-analytics)
# Contact Tapp support
Source: https://help.tapp.shop/en/settings/contact-tapp-support
Open support from the mobile app and give the team the details needed to investigate.
Use the support entry point in the mobile app when a guide does not resolve your problem. Check the affected shop and keep the relevant order or booking number available before opening support.
## Who can do this?
Owners, Managers and Staff can open support from their mobile profile settings. Select the shop where the problem occurred so you can describe the right account and location.
## Where to do it
In the mobile app, open **Profile settings**. Under **Support**, choose **Get support**.
## Start a conversation
1. Check that you are signed in and the intended shop is selected.
2. Choose **Get support** and wait for chat to open.
3. Describe what you were trying to do, what happened and the message shown.
4. Include the affected order or booking number, when relevant, and whether the problem happens in the web app, mobile app or guest ordering page.
5. For an uncertain payment or refund, say whether the customer reports a charge or whether cash has already changed hands. Keep checking the existing order rather than starting another collection while the result is unclear.
Opening support does not itself submit a message. Review your message and send it through the conversation when ready. The available support experience may start with an assistant or the support team.
## If chat does not open
When the app detects that chat is unavailable, it tries to open a pre-addressed email instead. Chat is unavailable in terminal mode. Review the draft, add the problem details and send it from your email app. Opening the draft does not send it automatically.
If email cannot open either, read the contact information in the alert. Check that your device has an email app configured and try again. You can continue reading the help center while arranging contact.
## Platform notes
The web app can also show a support chat launcher after you sign in and select a shop. Chat is hidden on **Point of sale**. Save your work before opening another page, such as **Overview**, to look for it. If chat remains unavailable, use **Get support** in the mobile app. The guest ordering page has a different layout; guests should contact the shop about a specific order when no support control is offered.
## Guest page errors
If a guest sees **Something went wrong**, **Try again** reloads the page data. For **Page not found**, **Back to homepage** returns to the shop homepage. Neither action confirms an order was cancelled or a payment failed. Check any existing order before asking the guest to order or pay again.
Opening another shop does not bring over the previous shop’s basket or booking details. To check an existing order, return to the original shop link in the same browser. If the basket is still empty, ask the shop to check the existing order before placing another. If the page cannot load the intended shop, confirm the link with its team. A blank basket at another shop does not confirm cancellation of the original order.
## Market notes
These steps apply to shops in Great Britain and Germany. Mention the relevant shop when your account covers several locations. Check the order's currency when describing an amount.
## Troubleshooting
If you changed accounts or shops while chat was opening, check your current selection and try again. If support opens for a different context after changing accounts, close it, check the signed-in account and selected shop, then reopen it. Do not treat opening a chat or email draft as confirmation that the team received a request. Keep the original error message available for follow-up.
## Related articles
* [Navigate and switch shops](/en/overview/navigate-and-switch-shops)
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)
# Disable a shop
Source: https://help.tapp.shop/en/settings/disable-shop
Stop using a shop, keep its existing records, and check the result before continuing elsewhere.
Disable a shop when you no longer intend to use it. The shop becomes inactive and disappears from the normal shop list. Its existing records are kept; this action does not delete the shop’s history.
## Who can do this?
Only an Owner of the shop can disable it. Managers and Staff cannot complete this action. The business must retain at least one active shop, even if your account also has access to shops belonging to another business.
## Where
In the web app, select the intended shop and open **Settings**. Find **Shop status**, then **Disable this shop**. The button is unavailable when your list contains only one active shop.
## Disable the intended shop
1. Check the shop name and confirm it is the location you intend to stop using. Finish the operational work that needs attention before ending normal access.
2. Confirm that the same business has another active shop. Access to an unrelated shop is not enough to satisfy this requirement. Disable one shop at a time and refresh the list before starting another.
3. Choose **Disable this shop** and check the shop named in the confirmation.
4. Read the consequences before choosing **Disable shop**. Use **Cancel** if you need to review anything first.
5. Wait for the action to finish. The app refreshes the list and selects another available shop, if one is available to your account.
6. Check the newly selected shop before continuing work. Confirm that the disabled shop is no longer shown in the active list.
## Records and payment activity
Existing records are retained. Disabling a shop is not a way to erase past transactions or clear an outstanding balance. The action also asks the payment service to deactivate the linked shop, but that separate step can fail after Tapp has already made the shop inactive.
If the shop or its terminal still appears able to take payments, contact Tapp support and avoid starting further sales there. Do not rely solely on the shop disappearing from the list as confirmation that every payment service has stopped.
## Platform and market notes
These steps describe the web app and apply in Great Britain and Germany. Review any remaining billing questions through the billing section or Tapp support. Do not treat deactivation as confirmation that all existing charges or account arrangements have been settled.
## Troubleshooting
If the button is unavailable despite another active shop, refresh the shop list. A list that has not loaded can also leave the button unavailable.
If Tapp says this is the last active shop, check the other shops within the same business. Refresh before trying again. After a connection error, inspect the shop list first: deactivation may have succeeded even if refreshing the list failed. If the shop is already absent, ask support to check its status instead of repeatedly submitting the action. There is no reactivation control in this settings flow.
## Related articles
* [Manage German platform billing](/en/settings/manage-german-platform-billing)
* [Switch shops](/en/shop-overview/switch-shops)
# Settings
Source: https://help.tapp.shop/en/settings/index
Manage your shop’s preferences and your own web-app display.
Start with the setting you want to change. Check the selected shop and the access described in the guide: some changes require an Owner, while Managers can manage other settings. Personal language and appearance choices belong to your browser.
Choose cash and Tap to Pay options.
Choose which details appear on guest menu cards.
Choose whether guests can leave tips and ratings.
Review group sizes, times, and notifications.
Connect a printer and choose automatic printing.
Choose your browser’s language and appearance.
Review your business subscription and available actions.
Review closings, reports, and exports.
End normal use while retaining existing records.
Choose the language for spoken orders and how long transcripts and recordings are kept.
Correct saved voice matches and retire phrases that point to the wrong item.
Choose suggested amounts and check which changes need saving.
Check who qualifies and how attendance affects each share.
Open chat or the email fallback from the mobile app.
Correct your saved business tax number or VAT identification number.
# Manage platform billing in Germany
Source: https://help.tapp.shop/en/settings/manage-german-platform-billing
Review your subscription, billing details, scheduled cancellation, and additional-shop usage.
Use platform billing to check your German business’s subscription and the actions currently available for it. Read the dates and amounts shown for your own account before making a change. Changing the selected shop does not create a separate subscription for that shop.
## Who can do this?
The business owner manages platform billing. Being an Owner of a shop alone does not necessarily make you the owner of its business. Managers and Staff cannot manage this subscription. Billing can be available during setup before the business has its first shop.
## Where
In the web app, open **Settings → Platform billing** for your German business. If you are still completing setup, use the billing action offered by the setup checklist.
## Review the subscription
1. Read the subscription status and any trial, renewal, access-end, or commitment date shown.
2. If no active subscription is available, use the offered subscription action. Review the details in the billing checkout and complete the steps there.
3. After returning to Tapp, wait for confirmation and use **Refresh status**. Returning from checkout alone does not prove that billing setup finished.
4. For an existing subscription, use **Manage subscription** to open the billing portal and review the account details available there.
5. Check any additional-shop section separately. It can show chargeable shops, recorded shop-days, the displayed daily rate, and an accrued amount. A dash means that the usage or amount is unavailable; it does not mean zero. Read the displayed values for your billing account. This guide does not promise a fixed price.
## Schedule or reverse cancellation
When **Cancel plan** is offered, open it and read the confirmation and effective date before confirming. Cancellation is scheduled; it does not necessarily end access immediately. Check the updated status and the displayed access-end date afterward.
If a cancellation is scheduled and **Keep my plan** is available, use it to reverse that scheduled cancellation. Refresh the status to confirm the result. A successful cancellation or keep-plan action can take time to appear in the status; check again before repeating it. An already ended subscription can require the subscription action instead; do not assume that keeping a plan is always available.
## Platform and market notes
This guide describes the German business billing page in the web app. Great Britain shops do not use this billing page. Interface language does not determine the business’s billing market. Adding another German shop can require a separate review of additional-shop charges before creation.
## Troubleshooting
If access is refused, confirm that you are using the business owner’s account. If checkout was cancelled or confirmation did not finish, refresh the status before starting again. After a cancellation or resume error, check the saved subscription state rather than repeatedly submitting the same action. Contact Tapp support with the displayed status and the time of the problem if it remains unclear.
## Related articles
* [Complete German billing during setup](/en/get-started/complete-german-platform-billing)
* [Disable a shop](/en/settings/disable-shop)
# Manage your profile and language
Source: https://help.tapp.shop/en/settings/manage-profile-and-language
Choose English or German, adjust appearance, and understand the current profile controls.
Use your profile to change the web app’s language and appearance. These preferences apply in the browser you are using. They do not change the shop’s country or other team members’ accounts.
## Who can do this?
Once account setup is complete, signed-in Owners, Managers, and Staff can open their own profile. Changing these display preferences does not require permission to manage the shop. Check the displayed name and email first, especially on a shared computer.
## Where
Open your account menu in the web app and choose **Profile**. The **Language** control appears in the settings section near **Light mode**.
## Choose your language and appearance
1. Review the name and email at the top of the page to confirm the account you are using.
2. Under **Language**, choose **English** or **German**. The interface changes immediately; there is no separate save step for this choice.
3. Turn **Light mode** on or off to change the appearance in this browser.
4. Continue using the app and check that the selected language is displayed. The language choice takes precedence over the language normally selected for the shop.
5. If you use another browser or device, check its language and appearance separately. These choices are not saved as account preferences shared across devices. On a shared computer, they can remain for the next person who signs in.
## Personal details and notifications
The current profile page lets you type into name, email, and phone fields, but it does not save those edits. Do not use it to change your sign-in email or phone number. The phone field can also be blank even when your account has a phone number; that alone does not prove the saved number is missing. Ask Tapp support if your account details need correction.
The **Allow notifications** switch on this page does not change notification delivery permissions and resets when the page is reopened. For mobile notifications, use the device-notification guide and check your device’s notification settings.
## Language on the guest ordering page
Guests can choose a language without opening a staff profile. On the shop homepage or menu, scroll to the bottom and select the **EN** or **DE** button. Choose **English** or **German**; the interface changes immediately. On the menu page, wider screens also show the control in the header.
The choice is remembered in that browser for the site. Without a saved choice, a German browser language selects German; other browser languages start in English. Check the choice again on another device or a different shop web address.
## Language in the mobile app
Open your profile and choose **English** or **German** under **Language**. The choice applies immediately and is saved on this device. Check it separately on other devices. It overrides the selected shop’s default language. Without a saved choice, a loaded shop determines the language; before a shop loads, the device language is used when supported.
Dates and amounts can still use the shop’s formatting. Changing the interface language does not change the currency or convert an amount.
## Platform and market notes
These instructions cover profile language controls and the guest page’s language choice. English and German can be selected for shops in either Great Britain or Germany. Changing language does not change currency, billing arrangements, tax settings, or text entered by your team.
## Troubleshooting
If language or appearance reverts, check whether the browser clears saved preferences, particularly in a private browsing session. Choose the preference again in the browser you intend to use. Dates and amounts may still follow the shop’s country and currency. If personal details appear unchanged after typing, remember that these fields currently have no save action.
## Related articles
* [Choose device notifications](/en/notifications/choose-device-notifications)
* [Switch shops](/en/shop-overview/switch-shops)
# Review learned voice phrases
Source: https://help.tapp.shop/en/settings/manage-voice-phrases
Match your team's expressions to menu items and retire incorrect learned matches.
Review learned expressions when voice ordering selects the wrong product or asks what a phrase means.
## Who can do this?
Owners and Managers can review phrases for their shop. Staff should report a recurring wrong match to a manager and correct the current basket before payment.
## Where to do it
In the mobile app, check the selected shop, then open **Shop → Voice ordering → Learned phrases**.
## Answer a suggested match
1. Under **Needs review**, read the phrase in the question and review the displayed count.
2. Inspect the proposed menu items and any options. Choose a candidate only when it matches what the team means.
3. Tap that candidate to save the match. This starts saving without a separate Save button or confirmation step. A question can disappear before saving finishes.
4. Reopen **Learned phrases** and review **Phrases** to confirm the saved expression and target item.
A manual answer takes priority over automatically learned matches for a different item. Check other saved matches if the same expression is still ambiguous. Do not choose a merely similar product to clear a question.
If no matching menu item is offered, leave the question unanswered and correct orders manually. This screen does not provide a free-text form for creating any phrase you choose.
## Dismiss a question carefully
Dismiss a question only when you no longer want it asked. This suppresses the question for the shop on future visits, including after refreshing.
Dismissing a question does not retire an existing saved match. Review the **Phrases** list separately if the phrase already points to the wrong product. There is no restore control for dismissed questions on this screen; contact Tapp support if one was dismissed by mistake.
## Retire an incorrect match
Find the expression under **Phrases** and check its target item or option. The list distinguishes **Added manually**, **Learned** and **Retired** entries and can show confirmations and the last confirmation date.
Select the retire action, read the confirmation and choose **Retire**. The match remains visible as **Retired**, stops being used for that item and is not automatically learned again. There is no direct reactivation button. If the same question appears again, answering it for the same item and capture language can restore the match. Otherwise, ask Tapp support for help.
## Use the web app
Open **Settings → Voice phrases** for the selected shop. **Open questions** shows expressions awaiting a match; **Learned phrases** lists saved and retired expressions.
Choose the correct product or option under a question to answer immediately. Wait for the success message: a question can disappear before saving finishes. Use the question’s dismiss button only when you want it suppressed for the shop.
To stop using a saved match, select its retire button, read the confirmation and choose **Retire**. Retired entries stay visible. As in the mobile app, there is no free-text creation form or restore button here. After an error, reload and check the saved state.
## Platform notes
Both apps manage the same shop's phrases. Changes help future matching; they do not rename products or correct existing baskets. Check a fresh spoken order after a correction.
## Market notes
The flow applies in Great Britain and Germany. New answers use the shop's current capture language. Changing that language does not clear the saved phrase list. Check that language before answering a question, especially if your team works in more than one language.
## Troubleshooting
* If questions or phrases fail to load, check your connection and reopen the page. The two lists load separately; seeing one does not confirm the other loaded.
* An empty question list does not prove every phrase is correct. Questions can come from repeated unmatched speech or the same expression being associated with different menu items. The displayed count can include menu checks; it is not always a count of spoken orders.
* After a save, dismissal or retirement error, reopen the list to check the saved state before repeating the action.
* For repeated wrong matches, use manual ordering and contact Tapp support with the phrase and intended product.
## Related articles
* [Configure voice ordering](/en/settings/configure-voice-ordering)
* [Build an order by voice](/en/point-of-sale/build-an-order-by-voice)
# Update your German business tax details
Source: https://help.tapp.shop/en/settings/update-german-tax-details
Change your saved tax number or VAT identification number in the web or mobile app.
Use **Tax IDs** to correct the tax details saved for your German business after setup. Check the values against your business records before saving. These are business details, so do not treat them as separate preferences for each shop.
## Who can do this?
The business Owner can use this page for a German shop. Managers and Staff cannot edit another person's business tax details through this workflow.
## Where
In the web app, select your German shop and open **Settings → Tax IDs**. Wait for the existing information to load before editing. If you return to Settings, check that you are signed in as the Owner and have selected a German shop.
## Update the details
1. Check the saved **Steuernummer** and VAT identification number against your business records.
2. Enter the corrected tax number. This form requires it. Enter your VAT identification number if applicable.
3. Choose **Save**. Correct any highlighted field errors and submit again.
4. Wait for **Tax IDs saved** before leaving the page.
5. Reload the page and check the saved values. Text still visible in the form immediately after saving is not a separate confirmation that it was stored.
## Clearing a saved value
Leaving the VAT identification number blank does not remove an existing saved value. Contact Tapp support if an incorrect value needs to be removed instead of replaced. Do not enter a made-up number to get past a field error.
## Platform and market notes
In the mobile app, an Owner can open **Profile settings → Fiscal compliance → Tax IDs** for the selected German shop. Wait for the saved details, correct them and choose **Save**. After the success message returns you to fiscal settings, reopen **Tax IDs** and verify the values. The tax number is required here too. Leaving the VAT ID blank does not remove a saved value.
These steps apply in Germany. Mobile setup also has a separate fiscal registration step. Saving tax details does not activate fiscal services or confirm that fiscal setup is ready. Review fiscal status separately before relying on it.
## Troubleshooting
If the page is empty, saving does nothing, or a request fails, reload it and check the existing details before retrying. Some information may already have been saved despite an error. Avoid creating another business to recover from this page. Contact Tapp support if the expected business details remain unavailable or a corrected value does not stay saved.
## Related articles
* [Set up your business and first shop](/en/get-started/set-up-business-and-first-shop)
* [Use fiscal records and exports in Germany](/en/settings/use-german-fiscal-compliance)
# Use fiscal records and exports in Germany
Source: https://help.tapp.shop/en/settings/use-german-fiscal-compliance
Check fiscal setup, manage daily closings, and download available reports and exports.
Check fiscal setup, daily closings, reports and DSFinV-K exports for Germany. A request does not mean its download is ready.
## Who can do this?
Owners and Managers can view fiscal status and request exports. An Owner must perform setup, change the closing schedule, or close a day manually. Staff cannot use these management actions.
## Where
Select a German shop in the web app and open **Settings → Fiscal compliance**. Check the shop and business. Closing settings, closings and reports belong to the business and can cover other shops. Exports are listed under the requesting shop.
## Check setup and closing preferences
1. Read the setup status and any error or availability message. If **Retry setup** is offered, an Owner can use it and wait for the result before trying again.
2. Review the closing mode. **Automatic** uses the configured closing time. If yesterday is still open, an Owner can use **Close yesterday now** when offered. **Manual** provides actions for closing individual days.
3. For automatic closing, check the time shown in Berlin time. Save a changed mode or time with the page’s save action, then reopen the settings to confirm it.
4. In manual mode, review today, yesterday, and any older pending business dates shown. Finish the day's activity before closing today. Closing an already submitted day again does not rebuild it with later activity.
5. After closing a day, inspect its status. A submitted closing is different from a pending or failed attempt. Do not repeatedly close the same date when the result is unclear.
## Download reports and exports
Choose **German** or **English** before downloading or printing an available closing report, independently of app language. A print request does not confirm paper output.
Confirmed tip-only refunds are reported on the day they were confirmed, which may differ from the sale date. If a download is titled **Tip refund activity**, it covers confirmed tip returns on a day without a fiscal closing. It does not confirm that a daily closing was submitted. Follow the report’s stated scope.
When tip entries are present, the closing report separates cash tips, card tips and tips without a recorded payment method. Retained tips on refunded orders appear separately when nonzero; they are already collected, not an extra payment. If a note says a tip return has a contradictory later update, check the current payment status before using it. The card-payment comparison can exclude refunded orders; read its exclusion note.
For a DSFinV-K export, choose the start and end dates and select **Request export**. The start must not be after the end, the end cannot be in the future, and the start must be within the last five years. Follow any later earliest-available date shown on the page. The range needs at least one submitted closing. If missing days are reported in manual mode, an Owner must close those days before requesting the export. Check the request list for progress. **Download** becomes available when the request is completed; a request still processing is not a finished export.
## Platform and market notes
These web tools apply to Germany, not Great Britain. Use your agreed accounting process to choose records and dates.
During mobile setup, **Fiscal registration** asks for **Steuernummer** and an optional VAT ID. Use your business records, then **Continue**. Tax details save before activation; an activation error can leave them saved. Check billing if requested, then retry or contact support. If no next step opens, avoid creating another business. Reaching the next screen alone does not prove fiscal readiness; check status before use.
## Troubleshooting
For setup errors, read the message and check billing readiness before requesting setup repeatedly. If a closing fails, verify its business date and current status. A day without recorded fiscal activity may produce no closing or report even after the action succeeds. For a failed download, refresh the request list and follow the message shown. If an export has expired, request a new export for the required dates. Contact Tapp support with the displayed date, request, and error if the result remains unclear.
## Related articles
* [Manage German platform billing](/en/settings/manage-german-platform-billing)
* [Set up receipt printing](/en/settings/configure-receipt-printing)
# Add another shop
Source: https://help.tapp.shop/en/shop-overview/add-another-shop
Create a new location for your business and complete its setup.
Add another shop when your business needs a separate location in Tapp. Give it a recognizable name, review any additional-shop charge shown, and complete the new location’s setup before using it with your team or guests.
## Who can do this?
The business Owner can create another shop. Managers and Staff should ask the Owner to add the location. In the web app, **Add new shop** appears in the shop selector when you have an Owner role in your shop list.
## Where
Open the shop selector at the bottom of the web app’s sidebar and choose **Add new shop**. The dialog is titled **Add a new shop**.
## Create the location
1. Enter a **Shop name** of up to 100 characters. Choose a name that distinguishes this location from your existing shops.
2. Review any **Additional shop billing** notice. Use the amounts shown in the dialog for this business.
3. If the charge applies, select **I agree to the additional shop charge** only after reviewing it.
4. Choose **Add shop** once and wait for **Shop created**. Keep the dialog open while it works.
5. Close the success message and confirm that the new shop is selected.
6. Follow the setup guide for the new location.
The new shop belongs to your existing business. Its setup starts with location details ready to enter; do not assume its address, menu, or operating hours are already complete. New shops start with all-day hours for ordinary weekdays and weekends. Replace these with your actual hours and check the holiday schedule before use.
## Add a shop in the mobile app
1. On **Shop**, open the shop picker and select **Add new shop**.
2. Enter the shop name, address and phone number. A logo and description are optional; the description allows up to 256 characters here.
3. Review and accept any additional-shop charge shown, then select **Create shop** once.
4. If asked to finish setup, continue with the shop already created. If only the logo or description failed, add them later in shop settings.
5. Check the new shop’s details and opening hours before use. Its industry may be copied from another shop in the same business; check that it is appropriate.
## Platform and market notes
For German businesses, additional shops can be charged per active day. The monthly preview uses 30 times the daily rate; review your invoice for the actual charge. A shop counts while it has not been deactivated, including days with no sales or closed opening hours. Usage can also accrue during a trial. Ask Tapp support before assuming that a temporary closure stops this charge. This additional-shop confirmation is not part of the Great Britain flow.
## Troubleshooting
If an active subscription is required, open billing in **Settings** and resolve the subscription before trying again. If consent is required, reopen the dialog and review the current notice. After a creation error or an interrupted wait, refresh the shop list before trying again. The location may already exist even if its setup did not finish. If it appears, select it and continue its setup rather than creating another shop. A success message with a missing shop can also mean the list has not refreshed. Contact Tapp support if the location remains unavailable or its setup will not continue.
## Related articles
* [Switch between shops](/en/shop-overview/switch-shops)
* [Resume the setup checklist](/en/get-started/resume-setup-checklist)
# Configure regular opening hours
Source: https://help.tapp.shop/en/shop-overview/configure-opening-hours
Set weekly venue and kitchen hours, including breaks and overnight service.
Set your weekly venue and kitchen schedule, including breaks and closed days. Use **Exceptions** for temporary changes.
## Who can do this?
Owners and Managers can update hours for their shop. Staff should ask an Owner or Manager to change the schedule. Check the selected shop before editing.
## Where
In the web app, open **Shop overview** and scroll to **Opening hours**. Choose **Venue** or **Kitchen** to select the schedule you want to change.
## Set a day’s hours
1. Choose the correct schedule tab.
2. Use the day’s switch to mark it open or closed. This change saves immediately.
3. For an open day, select its displayed hours to edit them.
4. Enter opening and closing times. Choose **Add period** for another service period, or the remove control to delete an unwanted period.
5. Select the checkmark to save the day, or **X** to discard your time edits.
6. Review the saved times before editing another day.
Closing a day with its switch removes its saved periods. Reopening it starts with 09:00–17:00, so enter your actual hours again. **X** only discards the time edit; it does not undo an earlier open/closed switch. Use **Exceptions** for a temporary closure instead of changing the regular week.
Save or cancel the current day’s edit before changing another day or switching between **Venue** and **Kitchen**. To close a day, use its switch after leaving the time editor; the last period cannot be removed.
## Split and overnight service
For a break, use separate periods such as 12:00–14:00 and 18:00–22:00. Periods may touch but must not overlap. A closing time earlier than the opening time means the service ends the following day: 18:00–02:00 continues past midnight. These editors require different opening and closing times.
## Change hours in the mobile app
Open **Shop → Opening hours**, then choose **Venue** or **Kitchen**. Review every weekday and the holiday row before saving. A day without saved hours can show suggested hours of 08:00–18:00; check them against your actual schedule.
1. Switch each day open or closed. These mobile changes are not saved immediately.
2. Select a period, adjust its opening and closing times, and choose **Confirm**. This updates the draft only. Closing the time picker without confirming discards that time edit.
3. Use **Add period** for a break in service. Review the suggested new period. Remove unwanted extra periods; use the day's switch to close it rather than trying to remove its last period.
4. Switching tabs keeps both drafts while this screen stays open. **Save changes** saves only the selected schedule; save Venue and Kitchen separately before leaving.
5. Reopen the screen to check the saved hours.
In the circular time picker, drag either end of the opening period to change its start or finish in five-minute steps. Drag the band between the ends to move the whole period while keeping its duration. Screen-reader users can adjust the opening and closing controls separately. Check the displayed times before confirming, especially when a period crosses midnight.
Resolve any overlapping periods before saving. If **Add period** reports no space, adjust the existing periods first.
## Platform and market notes
In both supported markets, review **National holidays** as well as weekdays. Holiday dates depend on the shop’s holiday calendar.
Kitchen hours follow venue hours until you save a kitchen weekly schedule. Saving any kitchen day creates a separate schedule, so check every kitchen day afterward. Later venue changes will not automatically update that separate kitchen schedule.
For service after midnight, also check the previous day. A Friday period of 18:00–02:00 continues into Saturday morning even if Saturday is marked closed. To close from midnight, adjust the Friday period too; a Saturday closure does not shorten it.
## Troubleshooting
If times will not save, complete both times for every period and remove overlaps. If a particular date still differs, check **Exceptions** and the holiday row. Contact Tapp support if valid hours repeatedly fail to save.
## Related articles
* [Manage special opening hours](/en/shop-overview/manage-special-hours)
* [Understand which opening hours apply](/en/shop-overview/understand-effective-opening-hours)
# Customize your guest page
Source: https://help.tapp.shop/en/shop-overview/customize-guest-page
Preview and save colors and visible sections for your shop's guest ordering and booking page.
Customize your guest page and choose whether it shows ordering, bookings, or both. Preview changes, then save them for guests.
## Who can do this?
Owners and Managers can save appearance settings for their shop. Staff and guests cannot change these settings. Check the selected shop before editing, especially if you manage several locations.
## Where to do it
In the web app, open **Shop → Website appearance**. Check **Editing shop**, the shop name, and the displayed web address. **Open live shop** opens the guest page in a new tab so you can compare the published appearance. If the link is missing, contact Tapp support.
## Choose colors and sections
1. Wait for the current settings to load. If loading fails, use **Retry**, then reopen this page and check the saved colors and sections before editing.
2. Choose a starting look under **Presets**, or adjust **Brand color**, **Surface color**, and **Background** under **Custom colors**.
3. If needed, use **Advanced colors** for **Cards**, **Primary text**, and **Secondary text**. Leave **Auto** on to let those colors follow the background, or turn it off to choose a color yourself.
4. Under **Sections**, select **Menu & ordering**, **Table bookings**, or both. At least one must remain enabled to save from this editor.
5. Check the **Phone** and **Desktop** previews. Review buttons, text, cards, and the available navigation.
6. Address contrast warnings by choosing colors that are easier to distinguish and read.
7. Select **Save** once and stop editing until **Website appearance saved** appears. The preview then reloads the saved shop. Open the live shop again to check the result as a guest.
The preview is interactive: ordering or booking actions inside it can be real. Use it to inspect the appearance without submitting an order, payment, or reservation unless you intend to do so.
A live guest page normally checks for saved appearance changes about once a minute while you are viewing it. Reload the live page to check sooner. The editor preview follows your draft instead, so use **Open live shop** to check what guests see.
## Discard or reset changes
**Discard** restores the last saved colors and section choices in the editor. **Reset to Tapp default** resets the color draft; it does not reset your section choices. The preview may keep showing your saved colors until you save the reset. Select Save, then check the live page.
If you leave or switch shops with unsaved changes, review the warning before discarding them. Seeing a new color in the preview does not mean it has been saved.
## Platform and market notes
These steps describe the web app and apply to shops in Great Britain and Germany. They change the guest page's appearance, not the mobile app's colors, product prices, or opening hours. Manage the shop logo separately.
Section choices control what the guest page shows. They do not cancel existing orders or bookings, close the shop, or replace checking unfinished payments and reservations with your team.
## Troubleshooting
Save is unavailable if there are no changes, both sections are off, or the current settings failed to load. Check invalid color entries as well: an incomplete entry may return to the last valid color when you leave the field. Review the resulting color and retry loading when needed.
If the preview is unavailable or warns that it shows a different shop, check the selected shop and open its live page. Ask Tapp support for help if the mismatch remains; do not treat that preview as proof of what was saved. If saving fails, keep the changes visible and check the result before leaving. A successful color preview alone does not confirm a successful save.
If the live page unexpectedly shows default colors or both sections, reload it and compare the saved settings in the web app. A temporary loading problem can cause this fallback; it does not prove your saved choices were erased. If the mismatch continues, contact Tapp support. Hiding a section is not a reliable way to stop all new orders or bookings.
## Related articles
* [Manage your shop logo](/en/shop-overview/manage-shop-logo)
* [Configure booking settings](/en/bookings/configure-booking-settings)
* [Contact Tapp support](/en/settings/contact-tapp-support)
# Shop overview
Source: https://help.tapp.shop/en/shop-overview/index
Choose a shop, update its details and logo, manage opening hours, and customize its guest page.
Choose a shop, update its details and logo, manage opening hours, and customize its guest page.
Select the right location before reviewing activity or changing settings.
Create a new location for your business and complete its setup.
Keep your shop name, description, and address accurate.
Upload, preview, replace, or remove the logo for your shop.
Set weekly venue and kitchen hours, including breaks and overnight service.
Use dated exceptions for temporary hours, special events, or closures.
Check how weekly hours, holidays, and exceptions determine a date’s schedule.
Preview and save colors, ordering and booking sections.
# Manage the shop logo
Source: https://help.tapp.shop/en/shop-overview/manage-shop-logo
Upload, preview, replace, or remove the logo for your shop.
A clear shop logo helps people recognize your shop in Tapp. You can preview a new image before saving it, replace the existing logo, or remove a logo you no longer want to use.
## Who can do this?
Owners and Managers can change the logo for shops they manage. Staff should ask an Owner or Manager to make the change. Check the selected shop before uploading, especially if your business has several locations.
## Where
In the web app, open **Shop overview** and select the intended shop. Choose the circular logo or its placeholder at the top of the page to open **Change shop logo**.
## Upload or replace a logo
1. Choose **Upload** and select your image.
2. Use a JPG, JPEG, PNG, TIFF, TIF, HEIC, or HEIF file within the 100 MB limit.
3. Review the circular preview. Check that the important parts of the logo remain visible.
4. Choose **Save** to apply the image.
5. Wait for the dialog to close, then check the logo on the shop page.
Selecting a file only changes the preview. To abandon a selection before saving, close the dialog. The existing saved logo stays in place.
## Remove the saved logo
Open **Change shop logo**, choose **Remove**, and then choose **Save**. The preview shows the shop’s initial when no image is selected. **Remove** is unavailable if the shop has no saved custom logo. Keep a copy of the image if you may want to upload it again later.
## Platform and market notes
These steps describe the web app in both supported markets. The saved logo is used across Tapp’s customer-facing apps. Other screens may need a refresh before the new image appears; changing the preview alone does not update them.
During mobile setup, tap the image area on **Upload your logo** and choose a photo. Drag it to position the logo and pinch to adjust its size. Select **Choose** to confirm the crop and start uploading immediately, or **Cancel** to discard the crop before upload.
Wait until the saved logo appears, then select **Next** to continue to the description. You can use **Skip** if you do not want to add a logo now. If the old image remains, reopen the screen and check before continuing; an upload failure may not show a message.
The close icon on the saved logo starts removal immediately. There is no separate **Save** step for mobile upload or removal. Wait for the result. Leaving or skipping the screen does not undo a saved change.
## Troubleshooting
If the mobile photo picker cannot access your image, check photo-library permission and try again. For an unsupported format or oversized file, choose another image or reduce its size. If saving fails, check your connection and that you are an Owner or Manager for this shop. Keep the original image and retry. If the old logo remains after refreshing, contact Tapp support with the shop name and approximate time of the change.
## Related articles
* [Update shop information](/en/shop-overview/update-shop-information)
* [Switch between shops](/en/shop-overview/switch-shops)
# Manage special opening hours
Source: https://help.tapp.shop/en/shop-overview/manage-special-hours
Use dated exceptions for temporary hours, special events, or closures.
Use an exception when your shop’s hours change for a particular date or date range. For example, record a one-day closure or shorter hours during a private event. Your regular weekly schedule remains available after the exception ends.
## Who can do this?
Owners and Managers can add, edit, and delete exceptions for their shop. Staff should ask an Owner or Manager to make these changes. Confirm the shop before setting a closure.
## Where
Open **Shop overview** in the web app and find **Exceptions** below the regular opening hours. Select **Venue** or **Kitchen** in the exceptions section before making changes.
## Add an exception
1. Choose **Add**.
2. Set **From date** and **To date**. Use the same date for a one-day exception. Both the start and end date are included.
3. Enter a **Reason** that helps your team recognize the change.
4. Use the open switch to choose whether the shop or kitchen is open. For a closure, check that **Closed** is displayed.
5. For an open exception, enter opening and closing times. Choose **Add period** if you need a break between services.
6. Select the checkmark to save, then review the date range, reason, and hours.
New exceptions start with suggested hours of 10:00–18:00. Check them before saving. The open/closed switch changes this draft only; select the checkmark to apply it. Save or cancel the current edit before switching between Venue and Kitchen.
The same hours apply on every date in the range. Create separate, non-overlapping exceptions if different days need different times.
## Edit or remove an exception
Select the pencil to edit an existing entry. Save the revision with the checkmark or cancel it with **X**. To remove the entry, select its delete control and confirm the date or range in the dialog. Deletion removes all periods for the entire displayed date range. To change only part of a range, adjust or split the exception instead. After removal, the applicable regular or inherited schedule applies again.
## Platform and market notes
These steps cover the web app in both supported markets. A dated exception takes priority over the usual weekday or holiday hours. Venue and kitchen exceptions are separate; check which schedule you selected.
## Troubleshooting
When adding an exception, the calendar allows today or a future date. Existing exceptions can be edited for past dates. Moving the start beyond the end also moves the end to that date; check both before saving.
Both dates and a reason are required. The end date cannot precede the start. Open exceptions need complete periods with different start and end times and no overlap. Date ranges for the same schedule cannot overlap, including a shared boundary date. Edit the existing exception or adjust the range instead of adding a conflicting entry.
## Related articles
* [Configure regular opening hours](/en/shop-overview/configure-opening-hours)
* [Understand which opening hours apply](/en/shop-overview/understand-effective-opening-hours)
# Switch between shops
Source: https://help.tapp.shop/en/shop-overview/switch-shops
Select the right location before reviewing activity or changing settings.
Switch shops to work with the orders, menu, bookings, and settings for another location. Check the shop name before making a change, particularly when several locations have similar names or you have different roles in different shops.
## Who can do this?
The web app’s shop selectors list locations where you are an Owner or Manager. The mobile app can also list shops where you work as Staff. Your role in the destination shop determines which controls you can use there; it can differ between locations.
## Where
Use the shop name and image at the bottom of the web app’s sidebar. Owners and Managers can also use the arrow beside the selected shop on **Shop overview** when more than one shop they manage is available.
## Select another shop
1. Save or cancel unfinished changes on the current page.
2. Open the shop selector.
3. Identify the destination by its name, logo or initial, and address where shown.
4. Select the destination and wait for its information to load.
5. Check the shop name on the page before editing or starting another task.
If a prompt warns about unsaved changes, stay on the current shop to save them, or continue only if you want to discard them. A switch that appears to return to the previous shop may be waiting for that decision.
## Different lists and roles
Both the web sidebar and **Shop overview** list shops you can manage as an Owner or Manager. A shop where you only have a Staff role may therefore be missing from these lists. Use the mobile app for your staff work and ask the shop’s Owner if your access needs changing.
## Platform and market notes
These instructions describe the web app in both supported markets. Shop settings, available payment choices, and displayed currency can differ between locations. Changing the app language does not select another shop or give you a different role.
In the mobile shop screen, tap the shop name to open **Choose shop**. Select a row by its name and address; a check marks the current shop. Switching to a different shop from this screen clears the current order from the device’s active view, including its payment-link display. It does not cancel the saved order or confirm a payment result. Finish or check an ongoing payment before switching, and return to the original shop to find its order.
When the mobile app reloads your shop list, it may select another available shop if the remembered shop is no longer listed. Check the selected shop after reopening the app; do not assume it is the one you last used.
## Troubleshooting
If the mobile picker is empty, the list may still be loading or may have failed to load without a message. Check your connection and account before assuming your shop access was removed. Closing and reopening the picker does not itself refresh the list.
If a shop is missing, refresh the list and confirm you are signed in to the intended account. Ask the shop’s Owner to check your membership if it remains unavailable. If the page and sidebar appear to show different locations, stop editing, resolve any unsaved-change prompt, and select the shop again. Contact Tapp support if they still disagree.
## Related articles
* [Update shop information](/en/shop-overview/update-shop-information)
* [Add another shop](/en/shop-overview/add-another-shop)
# Understand which opening hours apply
Source: https://help.tapp.shop/en/shop-overview/understand-effective-opening-hours
Check how weekly hours, holidays, and exceptions determine a date’s schedule.
The hours that apply on a particular date can differ from the usual weekday hours. A holiday or dated exception may change them, and the kitchen may use its own schedule. Check these choices when a date looks different from what you expected.
## Who can do this?
Owners and Managers can review and adjust the shop’s schedules. Staff who notice unexpected hours should give an Owner or Manager the shop, date, and whether the question concerns the venue or kitchen.
## Where
In the web app, open **Shop overview** and review **Opening hours** and **Exceptions**. Use the **Venue** and **Kitchen** tabs to check the correct schedule.
## Check venue hours
1. Look for an exception whose date range includes the date in question.
2. If one exists, its hours or closed status take priority.
3. Otherwise, check whether the date is a holiday for the shop’s holiday calendar.
4. For a holiday, use the **National holidays** row. For another date, use its weekday row.
For example, a Friday exception closing at 16:00 replaces the usual Friday hours for that date. It also takes priority if that Friday is a holiday. An exception replaces the day’s hours rather than adding another period to them.
## Check kitchen hours
If you have saved a kitchen weekly schedule, the kitchen uses its own weekday or holiday row and its own exceptions. Later venue changes do not automatically change it.
If no kitchen weekly schedule exists, kitchen hours follow the venue. A kitchen exception still wins for its dates. Without a kitchen exception, a venue exception can apply too. This lets you shorten kitchen service for one date without creating a separate weekly kitchen plan.
## Platform and market notes
Holiday dates depend on the shop’s holiday country and region, not the app language. A holiday in one region may be a normal weekday elsewhere. These rules apply in both supported markets.
For service after midnight, also check the previous day. A Friday period of 18:00–02:00 continues into Saturday morning even if Saturday is marked closed. To close from midnight, adjust the Friday period too; a Saturday closure does not shorten it.
## Troubleshooting
Start with the shop and exact date, then check exceptions before changing the regular week. For unexpected kitchen hours, check whether the kitchen still follows the venue. Deleting an exception restores the applicable regular or inherited hours; it does not automatically close that date. Contact Tapp support if the saved schedules do not explain the result.
## Related articles
* [Configure regular opening hours](/en/shop-overview/configure-opening-hours)
* [Manage special opening hours](/en/shop-overview/manage-special-hours)
# Update shop information
Source: https://help.tapp.shop/en/shop-overview/update-shop-information
Keep your shop name, description, and address accurate.
Keep your shop’s name, description and address accurate. The shop page also shows its team, industry, phone number and website.
## Who can do this?
Owners and Managers can save description and address changes for their shop. Staff should ask an Owner or Manager to update these details. Check the selected location before editing if you work with several shops.
## Where
Open **Shop overview** in the web app and select the intended shop. Find the description and address in the information sections above opening hours. Each has its own pencil control.
## Change the description
1. Select the pencil beside the description.
2. Enter a non-empty description of the shop, up to 256 characters.
3. Select the checkmark to save, or **X** to cancel.
4. Wait for the editor to close and check the saved wording.
The description and address save separately. Saving one does not save unfinished changes in the other. Finish or cancel editing before switching shops.
## Change the address
1. Select the pencil beside the address.
2. Review the country, address lines, city, region, and postcode shown in the form.
3. Enter the real address. The first address line, city, and postcode are required.
4. For a German address, enter a five-digit postcode and choose the federal state from the list.
5. Select the checkmark and review the saved address after the editor closes.
Changing the country clears the region selection, so choose the correct region again before saving. The phone number and website displayed in this information panel have no edit control here. The management team links open staff details.
## Change the name or description in the mobile app
1. Open **Shop → Shop profile**.
2. Edit **Shop** or **Description**. Keep both non-empty; the description can contain up to 2,000 characters here.
3. Select **Save** and wait to return to the previous screen.
4. Reopen the profile and check both values. Address, phone and industry are read-only on this screen.
The name saves before the description. If saving fails, the name may already have changed; check the saved details before retrying.
Renaming can change your guest-page web address. Refresh the shop details and check the **Website** link before sharing it. Review previously shared links and QR codes; do not assume an old link still works.
## Platform and market notes
During initial mobile setup, **Describe your shop** has a shorter limit of 256 characters. Enter your description, check the counter and select **Next**. Successful saving opens team invitations. This form starts empty, so an empty field does not prove that no description is saved. If saving fails, keep your draft and retry after checking your connection. To inspect existing wording, use **Shop profile**.
Address editing above describes the web app. Fields adapt to the selected country; German addresses use **PLZ** and **Bundesland**. Use your actual location, not a different country as a way to change the app language.
After saving a German address, check your regional holiday hours. The selected federal state may not carry through to the holiday calendar. If a regional holiday uses ordinary weekday hours, ask Tapp support to check the calendar and use a dated exception for the required hours.
## Troubleshooting
Clearing the description and saving does not remove it: a description is required. Enter replacement wording instead.
Address saving requires the shop’s business industry to be set and its payment setup to accept the address. If the industry is missing or a valid address repeatedly fails, ask Tapp support to check the shop setup. Changing the address here is not a way to change the business’s registered details.
Correct any highlighted required fields before saving. If the editor remains open, do not assume the change was saved. Check the connection and your role, then try again. Ask Tapp support if you need to change a displayed detail that has no edit control.
## Related articles
* [Manage the shop logo](/en/shop-overview/manage-shop-logo)
* [Configure regular opening hours](/en/shop-overview/configure-opening-hours)