Frequently asked questions

Getting started

Q01. Which site do I open as the owner?

Use merchant.incue.in or the Merchant app. Staff operate the separate Queue Dashboard.

Q02. Do I need a password?

The verified merchant flow uses a mobile OTP; linked Google sign-in is also implemented. No merchant password-reset procedure was verified.

Q03. Can I use the same account on a public TV?

Pair the Display app through the owner. Do not leave the owner workspace signed in on the TV.

Q04. Will my purchased plan activate just by logging in?

No. Check Subscription & Billing for actual activation, service dates and payment status.

Tokens and appointments

Q05. Is Called the same as Serving?

No. Call the customer first, then Start when work begins.

Q06. Can one token contain several services?

The staff walk-in form supports selecting multiple services. The current public QR flow selects one service.

Q07. Can I cancel a waiting token?

An authorized operator can use its menu, enter the required reason and confirm cancellation.

Q08. Does cancellation refund the customer?

No automatic gateway refund is implied. Verify and refund through the supported payment process.

Q09. What should I use if a called person steps away?

Use Hold for a temporary absence or No-show for an absent visit that should close.

Q10. Can I move a serving token to another counter?

The verified Dashboard transfer action is for Called tokens before Start, with compatible available targets.

Q11. Can I call any waiting token out of order?

A general arbitrary-selection call control was not verified. Use the supported call/priority workflow.

Q12. Can I undo every closed token?

No universal undo/reopen operation was verified. Inspect history and ask the supervisor/support.

Q13. Is an appointment immediately in the waiting queue?

No. It needs conversion/check-in; then operate the linked token.

Q14. Can I cancel the appointment after check-in to remove its token?

No. Handle the actual linked token; the converted appointment is a different record.

Settings and revisits

Q15. Who creates custom fields?

Only the merchant owner. Staff and QR customers enter answers to enabled fields.

Q16. How many custom fields can I define?

Up to 20 definitions per merchant in the inspected implementation.

Q17. Can a field be optional?

Yes. Turn Required off; Active and form-scope selections still decide where it appears.

Q18. Will editing a label rewrite old answers?

No. Existing records retain their saved field/answer snapshot.

Q19. What does a QR daily limit of 0 mean?

Unlimited public issuance under other normal account and availability rules.

Q20. Do staff tokens count toward the QR limit?

Yes. Total issued tokens count, while staff can continue beyond the public cap.

Q21. Does cancellation free another QR place?

No. The daily issued count does not decrease for a cancelled visit.

Q22. Is every return within seven days free?

No. Enable revisits and meet identity, original-service/payment, time and allowance conditions.

Q23. Are new services free during a revisit?

Only eligible earlier services are waived. New services and emergency upgrades can remain payable.

Q24. Does a cancelled free revisit restore its allowance?

Not automatically in the inspected implementation.

Staff and displays

Q25. Can I create a manager role?

Use the supported Dashboard/Counter mode and permissions; a custom manager-role builder was not verified.

Q26. Why is the staff member logged out on another device?

Staff access uses an active session. A second login/mode change can invalidate the earlier session.

Q27. Why does a counter see fewer services?

Counter access is limited to assigned compatible services and operational scope.

Q28. Can staff change QR, revisit or custom-field settings?

No. Those merchant settings require the owner.

Q29. Can every smart TV run the display?

No universal compatibility is promised. Test the actual browser/device; an updated supported device is the alternative.

Q30. Why must I press Enable sound again?

Browser autoplay restrictions can require a new gesture after a restart or reload.

Q31. Can I show name, vehicle, DOB and phone together on TV?

No. The current optional public detail selection is capped at two; do not expose unnecessary personal information.

Q32. Why is there no Counter column?

It is shown when real counter assignments exist, rather than invented for an unassigned queue.

Q33. Does Ranked show all completed tokens for today?

Its main table shows the latest five; the footer uses bounded recent synced completions, not a guaranteed full-day archive.

Q34. Can my TV announce completed vehicle collection?

Yes. Configure the completed/collection announcement mode and test the message/language on that device.

QR, tracking and feedback

Q35. Must a customer install an app?

Normal QR generation and token tracking use a browser.

Q36. Why is location requested?

The merchant may have enabled a premises radius. It is not always required.

Q37. Can I use one family mobile for every revisit?

Name matching matters too. The same number alone does not qualify a different person.

Q38. Does the tracking link reveal all customer history?

It is for the individual visit; broader history requires authorized staff/merchant access.

Q39. Does turning off updates cancel the token?

No. Communication preferences and queue status are different.

Q40. Will Google reviews appear in InCue?

An external feedback link sends customers to that site; automatic importing was not verified.

WhatsApp and billing

Q41. Is WhatsApp included in the subscription amount?

Optional prepaid usage is separate; the default eligible token-flow debit is ₹1.

Q42. Am I charged ₹1 for every update message?

The current default prepaid model charges an eligible token flow, not each individual message in that flow. Check the ledger.

Q43. Are appointment messages billed the same way?

A separate appointment-flow billing class exists; confirm the active rate in wallet/support.

Q44. Does low WhatsApp balance stop the queue?

Normally the message path is skipped/rejected while queue operations continue under their normal permissions.

Q45. Does Sent mean Read?

No. Provider acceptance, delivery and reading are separate statuses.

Q46. Are QR check-in and tracking separate mandatory purchases?

They are included in the current default plans; optional extras still require an active base plan.

Q47. Will an offer automatically become a paid service?

The implemented marketplace approval flow requires review of services/dates/total. Confirm your actual account terms.

Q48. Is token money the same as subscription billing?

No. Customer service payments, the WhatsApp wallet and InCue plan/add-on invoices are separate.

Q49. Does Mark refunded send money back?

No. Follow its instruction to refund in the gateway first, then record it.

Reports, troubleshooting and privacy

Q50. Why does my report have fewer tokens?

Check dates, status filters, pagination, role scope and whether you are comparing current versus historical views.

Q51. Can I download CSV because my plan says export?

The entitlement exists on Pro, but a working current merchant download control was not verified. Ask support for the approved export.

Q52. Can I operate offline?

Do not rely on cached screens for new acknowledged operations. Restore the connection and verify actions.

Q53. What if payment succeeded but token creation did not?

Check the existing request and Payments that need you; avoid a second payment until recovery is resolved.

Q54. May I collect Aadhaar or medical details as custom fields?

Collect only what is needed and lawful for your purpose. The QR notice tells customers not to enter such sensitive details. Use an appropriate assisted process when needed.

Q55. How do I request correction or deletion?

Contact the visited business or use InCue Your Data Rights/support. Identity verification and retention obligations can affect the result.

Q56. Should I send my OTP or secret key to support?

No. Send the account/business reference, token/payment reference, time and a redacted error screenshot.