Understanding usage

How check-ins are counted

One metered variable, one job: count unique guests who enter your system — whether they scan the QR or are added by a cashier. Everything else is free, unlimited, and identical across tiers.

What counts as a check-in?

A check-in is recorded whenever a guest enters your system — either by scanning the QR to place an order, scanning to join the queue, or when a cashier adds the guest manually (a walk-in). All three paths count identically.

Walk-ins count — this changed in June 2026

Under Gen 4 pricing (effective June 2026), walk-ins added by a cashier at the counter count toward your monthly cap. The previous rule that walk-ins were free has been removed. Every guest who enters your system — however they arrive — is one check-in. This keeps the number honest: your dashboard, your bill, and your real footfall all reflect the same count.

24-hour device dedupe

The same device or session checking in again within 24 hours does not count twice. A guest who scans the menu at lunch and again at dinner on the same day is one check-in for billing purposes. The 24h window resets from the first scan on that device.

Credit-backs — when does a check-in get reversed?

A check-in is credited back (removed from your count) only when:
  • · The guest cancels before completion — the order or queue entry is cancelled by the guest (or on their behalf) before it is fulfilled or completed.
  • · The guest no-shows — marked no-show and the entry never progressed to completion.

Credit-backs do not apply to completed orders or returned orders. Once a guest has been served, the check-in stands regardless of later cancellations or refunds.

"Check-ins" and "orders" — same number, different word

On this site we say orders in marketing copy because that is what most guest scans become. Internally, the metered event is a check-in — that is what you will see in your dashboard, API responses, and our docs. If your venue is non-ordering (clinic, salon, pharmacy), your dashboard switches to your industry's word ("visits", "clients") automatically. Same row in the database either way.

Staff devices are excluded

Mark a device as "staff" in your dashboard and its scans are excluded from your monthly count. Useful for the tablet on the counter or a manager testing the order flow.

When does the cap reset?

Midnight on the first day of your billing cycle, in your venue's local time. Not the calendar month — your cycle starts on the date you subscribed.

When you approach your cap — the Safety Net

We do not slam the door when you hit your monthly cap. The Safety Net engine handles overflow in three ordered steps:

  1. 1. Free daily grace buffer — a small free buffer (default 25 check-ins per day) absorbs trivial end-of-day overflows. If the whole overflow is within the buffer, you pay nothing extra and are never even notified.
  2. 2. Wallet pass auto-armed — if the overflow exceeds the grace buffer, the engine checks your pass wallet. If you have passes, the smallest available pass is armed automatically, adding capacity for 24 hours. This happens silently; guests never see anything change.
  3. 3. Graceful block — only if neither the grace buffer nor any pass covers the demand will new check-ins be held. Existing entries in the queue continue to flow normally. A one-click path to arm a pass or upgrade is shown in the dashboard.

You will receive email and dashboard alerts at 80% and 95% of your monthly cap so you are never surprised.

Day pass mechanics

A Day pass adds +400 check-ins and a Mega pass adds +4,000 check-ins. Passes live in your wallet and never expire until you arm one. When you arm a pass, it is active for 24 hours from that moment. Unused capacity within the 24h window is forfeited when it expires. Passes stack — arm two if you need more. The Safety Net can also arm passes automatically from your wallet.

How many check-ins will I actually use?

Rough back-of-envelope for typical businesses. Your real number depends on how many guests scan the QR vs how many a cashier adds manually. Both now count.

Neighbourhood cafe — 60 guests/day, ~70% scan to order or join the line, 10% walk-in

60 × (0.70 + 0.10) × 30 = ~1,440 check-ins/month

Pro is plenty (6,000 cap).

Cocktail bar — 200 rounds a night, 4 nights a week, 85% scan + 15% cashier walk-in

200 × 4 × 4 = ~3,200 check-ins/month

Pro, with one Mega pass for the cricket-final weekend.

Food truck — 200 guests a weekend, 4 weekends, 90% scan + 10% walk-in

200 × 4 × 8 = ~1,440 check-ins/month

Pro, with a Day pass for the big festival weekend.

Pharmacy with 4 branches — token-based pickup line, cashier adds all tokens

~180 prescriptions/day × 4 × 30 = ~21,600 check-ins/month

Max (30,000 cap), comfortably covered.

Multi-cafe group — 3 venues, ~800 guests/day combined, 75% scan + 25% walk-in

800 × 30 = ~24,000 check-ins/month

Max, with room for a busy Saturday pass.

FAQ

Does a queue-only scan (no order placed) count?
Yes. Whether a guest scans your QR to place an order or just to join the queue, both count as one check-in. Same umbrella — easier to predict your bill.
Does a cashier adding a walk-in count?
Yes. As of June 2026, walk-ins added manually by a cashier count identically to a QR scan. Every guest who enters your system counts once.
A guest scans twice by accident — counted twice?
No. The same device within 24 hours is one check-in.
I cancelled an order after it was completed — does that credit back?
No. Credit-backs only apply to cancellations before completion or no-shows. Once an order is completed or returned, the check-in stands.
What exactly triggers a credit-back?
Two events: (1) the guest cancels the order before it reaches a completed or fulfilled state, or (2) the entry is marked as a no-show and was never completed. In both cases exactly one check-in is credited back per entry.
Does my staff scanning count?
No — once you mark a device as staff in the dashboard, its scans are excluded.
Can I see live usage?
Yes. Your dashboard shows the current month and recent history.
A guest scans, leaves, then comes back next week?
That is two check-ins. Two separate visits, two different days.
What happens if the Safety Net auto-arms a pass and I did not want it?
You can turn off automatic pass arming in your Safety Net settings (dashboard > Billing). With auto-arm off, the engine still provides the free daily grace buffer but will not touch your wallet without your action.

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