Help Centre
Step-by-step guides and quick answers for every part of ResoFlow — from your first booking to deposits, events, staff and marketing.
Getting started
Set up your account and find your way around the dashboard.
7 articles
Bookings & daily service
Bookings, the timeline, floor plan, walk-ins and the waitlist.
15 articles
Venue setup
Opening hours, tables, booking rules and how guests can book.
13 articles
Payments, deposits & no-show protection
Connect Stripe, take deposits and protect against no-shows.
9 articles
Your online presence
Your booking page, widget, QR codes, menus and branding.
9 articles
Events & ticketing
Create events, sell tickets and check guests in at the door.
8 articles
Customers & marketing
Customer profiles, data requests and marketing campaigns.
12 articles
Staff & the staff portal
Add staff, set roles and PINs, and run the staff portal.
12 articles
Notifications & messages
Guest emails and SMS, staff alerts and the notification bell.
12 articles
Account, plans & billing
Plans, upgrades, invoices, credits and your own details.
11 articles
Data, privacy & security
Two-factor auth, sessions, imports, exports and data retention.
11 articles
Analytics, reports & activity
Analytics, email reports and the activity log.
3 articles
Getting started
What is each part of the dashboard for?
A quick tour of the ResoFlow dashboard — sidebar, topbar, banners, and where Settings and your account live.
How do I sign up and set up my restaurant?
The sign-up wizard step by step — account, email verification, your details, venue, hours questions, plan choice and the setup checklist.
How do I take my first booking?
Switch on online bookings, find and share your public booking link, and create your first staff booking from the Home screen.
How do I use the Home screen?
Today's stats, the Needs attention and Up next lists, quick booking creation, and the What's New and Quick links cards.
How do I switch from Quandoo to ResoFlow?
Export your guest list and bookings from Quandoo, import them with the Data import wizard, and share your new booking link.
Bookings & daily service
How do I create a booking for a guest?
Create a staff booking from the dashboard — guest details, table, time, source tag and confirmation messages.
How do I change a booking — time, table, party or length?
Edit a booking's details, drag it on the timeline, hold a table for late arrivals, or extend a seated party.
What do the booking statuses mean and how do I move guests through them?
The booking lifecycle — pending, confirmed, late, arrived, seated, cleared — and the buttons that move guests through it.
How do I cancel a booking (and what happens to the deposit)?
Cancel a booking with an optional personal note, choose whether to refund or retain the deposit, and restore if you change your mind.
How do I mark a no-show (and charge the fee)?
Mark a no-show, optionally charge the saved-card fee with its safety delay, refund a charged fee, and set up automatic marking.
How do I approve or decline online booking requests?
With manual confirmation on, online bookings arrive as pending requests you confirm or decline from the dashboard.
How do I find bookings — filters, tabs, search and export?
Use the Bookings list's tabs, date and time filters, search, sort and CSV export to find any booking fast.
How do I use the timeline?
Run service from the per-table timeline — drag to move, resize to extend, zoom, quick actions and touch gestures.
How do I run service from the floor plan?
Seat guests, take walk-ins, block tables and place large parties straight from the live floor plan.
How do I set up and seat walk-ins?
Switch on walk-ins, tune the defaults, and seat walk-up guests manually or with Smart Walk-In auto-placement.
How do I manage the waitlist during service?
Add waiting parties with an estimated wait, watch the queue, pin or edit entries, and seat guests when their table is ready.
How do I configure how the waitlist behaves?
Every waitlist control — Smart Services, durations, cutoffs, priority, smart fitting, the self-service form and floor-plan inclusion.
How do I put bookings on a TV screen?
Launch TV Mode as a live wall board — upcoming arrivals, seated tables and the waitlist — with a staff or guest-safe display.
Venue setup
How do I change my restaurant's contact details?
Update your phone number, contact email, address and website — and how to request a restaurant name change.
How do I set my opening hours?
Set your timezone, weekly opening hours, and separate hours for when guests can book online.
How do I set holiday hours, seasonal hours and closures?
Set different hours for a season, one-off hours or closures for specific dates, and block dates from online booking.
How do I build my floor plan and add tables?
Use the Floor Plan Builder to add tables and decorations, arrange your layout, and manage multiple floor plans.
How do I let guests choose where they sit?
Switch on seating preferences and edit the list of seating types guests can request when booking online.
How do I control booking times and durations?
Set your time slots, default booking length, guest-choosable durations, duration by party size, and turnaround time.
How are tables assigned to online bookings?
Control automatic table assignment and whether large parties get adjacent tables combined automatically.
How do I cap party sizes and covers?
Set the largest party guests can book online, apply it to staff too, and cap total covers per time slot.
How far ahead (and how late) can guests book?
Set minimum and maximum advance booking, cancellation deadline, table-hold time, cut-offs, and manual confirmation.
How do I customise the dashboard display and quick actions?
Set the staff clock format, TV display audience, timeline status colours, click shortcuts and booking-history colours.
Payments, deposits & no-show protection
How do I connect Stripe to take payments?
Connect a Stripe account so you can take booking deposits, no-show fees and event-ticket payments, paid directly to you.
How do I export my payment income and preview card fees?
Download a CSV of your ticket and deposit income for any date range, and preview exactly what you'll receive after fees.
How do I take booking deposits?
Switch on per-person booking deposits, set the amount and minimum party size, and add tiered amounts by party size.
When do guests get their deposit back?
Set your deposit cancellation policy — no refunds, full or partial — with a deadline, and see how staff and guest cancellations apply it.
How do I take deposits only on busy days or special dates?
Restrict deposits to certain days and times, or charge a higher per-person deposit on specific dates like New Year's Eve.
How do I charge no-show fees?
Save a guest's card at booking and charge a flat fee — after a reversible safety delay — when your team deliberately mark a no-show.
What does the guest see when paying a deposit or saving a card?
What happens at the payment step of online booking — deposits are charged immediately, no-show protection only saves a card.
Your online presence
How do I share my online booking page?
Find your booking page link, share it anywhere, and understand exactly what guests see when they book.
How do I add the booking button to my own website?
Paste one script tag into your website to add a floating Book a Table button — customise it any time without re-pasting.
How do I create QR codes for booking, menus and the waitlist?
Download printable QR codes that let guests book a table, view your menu at their table, or join the waitlist.
How do I add my logo, colours and images?
Upload your logo and cover image, set your brand colour and email footer, and choose the clock format guests see.
How do I remove ResoFlow branding?
Hide the Powered by ResoFlow mark on public pages and emails, and show your own copyright line instead.
How do I build my menu and share it with guests?
Add categories and dishes with photos and dietary badges, mark items sold out, and share your live menu with guests.
How do I take bookings from Google?
Add your booking link to your Google Business Profile so diners can book straight from Google Search and Maps.
What can guests do in the customer portal?
Guests sign in to My Bookings with an email code to see upcoming bookings, edit their profile, view tickets and delete their data.
Events & ticketing
How do I create an event?
Build a ticketed event — details, image, event type and seating, tables, and draft vs published — from the Events page.
How do I set up ticket tiers, prices and add-ons?
Free or paid tickets, up to five tiers with launch windows and sequential release, per-order caps, and paid add-ons at checkout.
How do I publish an event and sell tickets?
Publish your event, share its link, and understand where the money goes — including the booking fee and who pays it.
What are the event defaults (refunds, cancellation, check-in)?
Set restaurant-wide defaults for ticket self-cancellation, refunds and cut-off, the booking fee, and QR-per-guest check-in.
How do I manage ticket holders?
See sales at a glance, assign tables, issue comp tickets, message every attendee, re-send tickets and export the list.
How do I check tickets at the door?
Use the Ticket Scanner to scan QR codes or type ticket codes, undo mistakes, add door walk-ins and export check-ins.
How do I cancel an event or refund a ticket?
Cancel a whole event with automatic refunds and emails, refund a single ticket, and understand guest self-cancellation rules.
What does the ticket buyer see?
The guest's ticket page — QR codes, live check-in status, Apple and Google Wallet passes, the refund policy and self-cancellation.
Customers & marketing
How do I find and manage my customer list?
Search, filter and sort your customer directory, add a customer manually, and export the full list as a CSV.
How do I record a customer's preferences, tags and notes?
Open a customer's profile to record allergies, dietary needs, seating preferences, family details, tags, a birthday and staff notes.
How do I flag VIPs (automatically)?
Mark customers as VIP by hand, or let auto-VIP flag them once they reach a visit threshold you choose.
How do I merge duplicates or change a customer's email?
Combine two duplicate customer profiles into one, or move a profile (and all its bookings) to a corrected email address.
How do I handle a customer's data request?
Export a customer's data as a file, erase them on request, and record marketing consent — with password confirmation on every step.
What can ResoFlow marketing do (and what does it cost)?
What the Marketing area includes — campaigns, drafts, templates, image library, results — plus the monthly email quotas and add-ons.
How do I send a marketing email?
Compose a campaign from a prebuilt template or your own HTML, pick recipients, send a test, then send — with the safety checks explained.
Who receives my campaigns — and who is skipped?
Campaigns only reach opted-in customers; learn who gets skipped, how segments narrow the audience, and how unsubscribing works.
How do I reuse drafts, templates and images?
Save campaigns as drafts, reuse designs as templates (Marketing Pro), and manage the image library your campaigns pull from.
How did my campaign perform?
Read the Campaigns tab — delivered, bounced, opened and clicked counts per campaign, with a per-recipient breakdown on click.
Staff & the staff portal
How do I add a staff member?
Add a team member with a role and a one-time PIN, then hand over their sign-in details or email them a set-your-PIN link.
What can each role do?
What the four built-in roles — Owner, Admin, Manager and Host — can and can't do by default.
How do I create custom roles or tweak permissions?
Edit what each role can do, build up to five custom roles, and override permissions for an individual staff member.
How do I set up a device for the staff portal?
Pair a tablet, till or computer to the staff portal with a one-time owner sign-in so staff can then use their PINs on it.
How do staff sign in with a PIN?
Staff open the shared portal link on a paired device and type their personal PIN — plus what happens on wrong PINs and lockouts.
How do I reset or change PINs?
Reset a staff member's PIN, let staff change their own, and set your PIN length and expiry policy.
What do staff see in the portal (vs my dashboard)?
The staff portal shows the same pages as your dashboard, trimmed to each person's plan and permissions — blocked items are simply hidden.
How do staff set their own theme and notification preferences?
Each staff member personalises their theme, clock, contact details, notifications and sessions from My profile in the portal.
How do approvals with a manager's PIN work?
Money actions like refunds can be approved at the till with a manager's PIN instead of a password — including a special approval-only PIN for the owner.
How do I rotate the portal link, revoke a device or lock the portal?
Regenerate the staff portal link with a grace period, disable the portal in an emergency, revoke paired devices and clear PIN lockouts.
Notifications & messages
Which confirmations and reminders do guests get?
Turn booking confirmations and reminders on or off per channel, and choose when reminders are sent, in Settings → Customer notifications.
What do guests get when bookings change?
Control the emails and texts sent when a booking is cancelled, changed, marked a no-show, or a waitlist place updates.
How do I set up SMS messages?
Set up SMS with your own sender name, change the name later, or disconnect — plus how texts retry and credits are refunded if one can't send.
How do I edit SMS wording?
Customise the text of each SMS guests receive, keep an eye on the credit cost per send, and send yourself a test text.
How do I edit the emails guests receive?
Customise the subject, heading, body, button and P.S. of all 21 guest emails, with a live preview and a test send.
How do I send thank-yous and ask for Google reviews?
Send an automatic thank-you after each visit and a follow-up email asking for a Google review a few days later.
How do I send birthday messages (with an offer)?
Send customers an automatic birthday email or text, optionally with a birthday treat and small print.
How do I send welcome and win-back emails?
Automatically welcome first-time guests the day after their visit, and invite lapsed regulars back with an optional treat.
Which emails do event guests get?
Turn on event reminders, a day-after thank-you and abandoned-checkout recovery emails for ticketed events.
How do I control dashboard alerts and sounds?
Set your team's notification sounds, which alerts appear where, the rules that trigger them, and email copies of key events to staff.
How does the notification bell work?
The bell's Restaurant and System tabs, marking rows read, one-tap actions like Extend or Mark seated, and your personal notification preferences.
Quick answers
Account, plans & billing
What's included in each plan?
The four ResoFlow plans — what each includes, the monthly limits, and how annual billing saves two months.
How do I change plan?
Upgrade instantly with a prorated charge, or schedule a downgrade for the end of your billing period — and cancel a scheduled change.
How do I update my card or find an invoice?
Update the card on file, read the next-invoice estimate, download past invoices, and redeem discount or free-credit codes.
How do I cancel (and can I get a refund)?
Cancel at the end of your billing period and keep paid features until then — plus the one-time 14-day money-back guarantee.
How do I check my usage against my plan's limits?
The Plan & Usage page — usage meters, cycle timeline, top-up balances, end-of-cycle projections and what happens at a limit.
How do I buy credits or add-ons?
One-off SMS, email and marketing credit packs that never expire, plus the monthly Marketing Pro and Extra Storage add-ons.
How do I change my own name, email or appearance?
Your personal profile — name, email address, notification preferences, dark mode and time format.
Where do I see new features and updates?
The What's New feed of product updates, the unread badge, and the refresh bar that appears when a new version ships.
Data, privacy & security
How do I set up two-factor authentication?
Protect your account with an authenticator-app code at sign-in, plus recovery codes for when you lose your phone.
How do I see and end active sessions?
See every device signed in to your account (and staff portal sessions), sign one out remotely, or sign out everywhere at once.
How do automatic sign-outs work?
Idle users are warned, then signed out automatically — with separate timers per role and for the customer portal, all tuneable.
How do I restrict the staff portal to my venue's network?
Limit staff PIN sign-ins to specific IP addresses so the portal only works from inside your restaurant.
Which security alert emails can I get?
Four security events can email the account owner — portal link rotated, portal disabled, a new IP signing in, and repeated failed PIN attempts.
How do I import customers, bookings or staff from a CSV?
Use the four-step Data import wizard to bring customers, bookings or staff over from another system, up to 500 rows at a time.
How do I export my data?
Where every export lives — bookings, customers, income, event attendees and check-ins as CSV, per-customer JSON, and the full account export.
How long is booking data kept — and what do guests agree to?
Set the auto-delete period for booking data, and manage the cancellation, terms and privacy policies guests agree to when booking.
How do I bulk-delete data (tables, bookings, customers…)?
The Danger zone's seven permanent bulk wipes, their exact type-to-confirm phrases, and what each one deletes or keeps.
Analytics, reports & activity
What do the analytics show?
What each analytics tab shows, how far back you can look on each plan, and how to export the numbers.
How do I get analytics by email or PDF?
Set up the weekly summary email and scheduled PDF reports, or export PDF/CSV snapshots on demand.
How do I see who did what?
Use the activity log's seven tabs, filters and search to trace every change, login, email and money event.
Still stuck?
We're happy to help — send us a message and we'll get back to you fast.