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Manager override

Let a manager unlock something a staff member isn't allowed to do — with their own PIN, without anyone being signed out.

A waiter is mid-order and the customer is owed a discount they aren't allowed to give. Without manager override, the only way through is for the waiter to sign out and a manager to sign in — which hands the device over and loses the basket they'd built.

Manager override solves that. The manager walks over, taps one button, enters their own passcode, and the waiter carries on — still signed in, basket untouched, now able to do the thing they were blocked on.

Turning it on

Modes → pick a mode → Staff → Manager override.

It sits under Require staff to sign in, and it only does something when that's on. If nobody has to sign in on a mode, nothing is locked in the first place, so there's nothing for an override to unlock.

Saying who can authorise one

Staff → Roles → pick a role → Staff override.

Only roles with that permission can authorise an override. Tick it on your manager and supervisor roles; leave it off everyone else.

Heads up

Turning the mode switch on is only half the job. If no role has Staff override ticked, the button appears and no passcode will ever work it. Set the permission before you tell your team the feature exists.

What it looks like on the device

  1. The staff member finds they can't do something — the discount they need isn't offered, or an action isn't there.
  2. They call a manager over.
  3. The manager taps the shield icon (a person inside a shield) in the bar along the top of the till, just left of the signed-in person's name, and enters their own passcode. It's on the till's main screen — if you're on the payment screen, tap Back first.
  4. The blocked actions become available. The shield turns into a small amber tag with the manager's first name — Jim, say — so anyone can see an override is running, and who allowed it.
  5. The staff member finishes the job.

How long it lasts

Until that sale is finished — paid, closed, or cleared. Then everything locks back to normal by itself; nobody has to remember to switch it off.

It also ends if the staff member signs out, the device changes to a mode that needs a sign-in, or the device restarts. A manager who wants it back sooner can tap the amber tag with their name to end it on the spot.

Nobody is signed out

This is the part worth being clear about with your team: an override lends the manager's permissions to whoever is already signed in. It is not a sign-in.

  • The staff member stays signed in and keeps their basket.
  • The sale is still recorded against the staff member, not the manager — so your takings-by-person figures stay correct, and a manager doesn't look like they worked a shift on every till they helped at.
  • The manager's name is recorded against the override itself, so "who authorised that discount?" has an answer.

Common questions

Does the manager need to be assigned to that mode? No. Managers get called to tills they don't work on, so an override doesn't check the mode's staff list. What it does check is that their role has Staff override, that they're an active staff member, and — if you run more than one venue — that they belong to the site the device is at.

Can a manager hand over fewer permissions than the staff member already has? No. An override only ever adds. If a supervisor who looks after one section authorises for a waiter who looks after another, the waiter keeps their own section and gains the supervisor's.

What if the internet drops? The override won't work — the passcode is checked on our servers, deliberately. An override is a permission decision, and we won't guess at one because the wifi blipped.

Does an existing mode or role change when this ships? No. Every mode starts with the switch off and no role starts with Staff override ticked. Nothing changes until you turn it on.

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