Question 1

How do I set up a brand-new restaurant client?

Accepted Answer

Use the Onboard wizard on the admin dashboard — it creates the restaurant record, the URL slug, the theme colours and the first owner login in one pass. Open /admin → Onboard wizard. Enter the restaurant name, slug, contact email and phone. The slug becomes their storefront URL, so agree on it before launch. Set tax rate, delivery fee and delivery minimum, plus which order types they accept (pickup / delivery / dine-in). Pick the plan (Base or Pro) — Pro unlocks delivery, dine-in, SMS, client branding and multiple locations. Have the restaurant owner sign up at /auth with their own email so they own the account, then confirm they land on /manage. Import their menu via CSV in Manage → Menu, or walk them through building it.

Question 2

I changed a client's slug and their links broke

Accepted Answer

The slug is the storefront URL. Changing it after launch invalidates existing links, QR codes and any embed snippets published on their website. Change the slug back if orders are live, or Regenerate the embed snippet in Embed Studio and send the client the new code. Re-print any QR codes and update the link on their main website.

Question 3

A client lost delivery / SMS / extra locations

Accepted Answer

Dropping a client to Base automatically turns off delivery, dine-in and SMS alerts, and forces platform branding. That is expected behaviour, not a bug. Move them back to Pro in Admin → Subscriptions to restore those features.

Question 4

How do I start billing a client?

Accepted Answer

Subscriptions are billed on your own Stripe account using the platform price IDs. Confirm PLATFORM_STRIPE_SECRET_KEY, PLATFORM_STRIPE_PRICE_BASE and PLATFORM_STRIPE_PRICE_PRO are saved in the project's backend secrets. Open Admin → Subscriptions, select the client and the plan. Enter their billing email and press Create subscription link. Send the Stripe Checkout link to the client, or complete it together on a call. Card, Apple Pay and Google Pay all work.

Question 5

Billing status is out of date

Accepted Answer

Status refreshes automatically only when the platform billing webhook is configured. Without it you have to press Sync with Stripe. Publish the app so it has a public URL. In your Stripe account → Developers → Webhooks → Add endpoint, use https://<your-domain>/api/public/webhooks/platform-billing. Subscribe to checkout.session.completed, customer.subscription.created/updated/deleted, invoice.paid and invoice.payment_failed. Save the whsec_… signing secret as PLATFORM_STRIPE_WEBHOOK_SECRET. Press Sync with Stripe once to backfill the current state.

Question 6

Manage in Stripe / billing portal won't open

Accepted Answer

The hosted customer portal has to be activated once in Stripe: Settings → Billing → Customer portal. If the client has no Stripe customer yet, one is created on the spot when you open the portal.

Question 7

401 Signature verification failed

Accepted Answer

The signing secret saved on this deployment doesn't match the endpoint that sent the event. Each endpoint in Stripe has its own secret — copy it again from the exact endpoint shown in the log row.

Question 8

503 not configured

Accepted Answer

The relevant secret isn't set on this deployment (for example PLATFORM_STRIPE_WEBHOOK_SECRET or STRIPE_SECRET_KEY). Add it in the backend secrets and retry the delivery from Stripe.

Question 9

404 No client matched

Accepted Answer

The Stripe customer isn't linked to any client record. Open the client and press Sync with Stripe, or start checkout from the dashboard so the customer ID gets stored against them.

Question 10

Marketplace orders (Uber Eats / Favor / Postmates) aren't arriving

Accepted Answer

Intake is per restaurant and token-based, configured in the client's Manage → Platforms tab. The URL looks like /api/public/webhooks/marketplace/?token=. Check Webhook health for that provider — a 401 means the token or signing secret is wrong. Have the client regenerate the token in Manage → Platforms and re-enter it with the marketplace's partner support. Confirm the signing secret saved in Manage matches the one configured on the marketplace side.

Question 11

A client's custom domain isn't serving their storefront

Accepted Answer

A domain only maps to a client once ownership is verified. Until then, requests fall through to the PlateLogic marketing homepage. Open the client's Hosting card in /admin and add the domain. Have the client add the DNS records shown, then press Verify. DNS can take up to an hour to propagate — re-run Verify rather than re-adding the domain.

Question 12

Can I host this on static hosting (e.g. GitHub Pages)?

Accepted Answer

No. Ordering, payments, webhooks and delivery dispatch all run server-side. Keep the source in GitHub if you like, but point the custom domain at the published deployment so the backend keeps working.

Question 13

Who changed this client's settings?

Accepted Answer

The Audit log records every admin action — plan changes, add-ons, client edits, refunds, order status changes and secret reveals — with the acting admin's email and a timestamp. It's append-only, so nothing can be edited away.

Question 14

How do I check a client's SEO and sitemaps before launch?

Accepted Answer

Each location publishes an ordering page, an About page at /<slug>/about and its own sitemap, all linked from /sitemap.xml and listed in robots.txt. Open the client's Manage → SEO preview to see the exact titles, meta tags, JSON-LD and sitemap URLs for that location, and fix anything flagged before you point their domain at us. If a location has no address or hours, the local structured data can't be generated — that's the most common launch blocker.

Question 15

A client wants their menu on Google, Apple Maps or Yelp

Accepted Answer

That's the Channel hub in their Manage → Channels tab. Each location generates a private feed URL per channel; the client (or you, on their behalf) pastes that URL into the platform's business dashboard once, then presses Publish after menu changes. Nothing needs to be set here in /admin, but the site must be published on a public URL first — the platforms have to be able to fetch the feed. Regenerating a feed token invalidates the URL already pasted on the platform, so only do it if a token leaked.

Question 16

A client asked about Square, Clover or Toast

Accepted Answer

POS sync is Pro only. Once they're on Pro, the POS tab appears in their Manage console and they paste their own POS credential — you never handle POS keys. Toast needs partner API access from the client's Toast rep, so allow extra lead time. Square and Clover work with a self-serve token. Any other till can use the generic webhook option with public https menu and order URLs.

Question 17

How do I change how a client's storefront looks?

Accepted Answer

Storefront look comes from the site template (Ember, Linen, Market, Neon or Atelier) chosen in Manage → Business, plus brand colours. Brand colours only apply on Pro — Base clients render the platform theme you set in /admin.

Question 18

A client's automated review requests aren't sending

Accepted Answer

They're Pro only and require email (verified sender domain) or SMS (Twilio) to be configured on the deployment. Until then requests are logged as skipped rather than failing — check the client's notification log first, then the deployment secrets.

Question 19

How do I add another platform admin?

Accepted Answer

Open /admin → Admins & 2FA, enter their email and press Add admin. If they don't have an account yet, an invite email goes out so they set their own password; existing accounts are promoted straight away. Every add and remove is written to the audit log. You can't remove the last remaining admin — add the replacement first.

Question 20

How do I turn on two-factor authentication for my admin login?

Accepted Answer

2FA uses a standard authenticator app (Google Authenticator, 1Password, Authy — anything TOTP). Open /admin → Admins & 2FA. Press Set up two-factor and scan the QR code with your authenticator app. Enter the 6-digit code to confirm. The tab now shows 2FA enabled for your account. Sign out and back in at /admin-login — after your password you'll be asked for the current code.

Question 21

I'm signed in but admin actions are being rejected

Accepted Answer

Once an account has 2FA enabled, the server only accepts admin requests from a session that completed the 6-digit step. An older session created before you enrolled doesn't qualify. Sign out and sign back in at /admin-login, entering the code when prompted.

Question 22

An admin lost their phone / authenticator

Accepted Answer

Another admin can clear it: in Admins & 2FA, press the reset icon on that admin's row. Their authenticator is removed and they can enrol a fresh one on next sign-in. This is why a second admin account matters — with only one admin and no authenticator, there is nobody left who can reset it.

Question 23

Hosted email/SMS messaging profiles

Accepted Answer

Clients who don't want to set up their own sender can use a hosted profile: email goes out from a subdomain of notify.plate-logic.com, and SMS goes out from a shared platform number. This gets a client sending immediately without their own domain or Twilio account. Open the client's messaging settings in /admin and choose Hosted profile. Confirm which email subdomain and shared SMS number are assigned to them. If they later want their own sending domain or dedicated number, switch them off the hosted profile and configure their own credentials instead.

Question 24

Twilio subaccount SIDs and which profile uses which

Accepted Answer

Each hosted SMS profile is backed by a Twilio subaccount under the platform's main Twilio account, identified by its subaccount SID. The client's messaging profile record shows which subaccount SID it's tied to — that's what to check first if their texts stop sending. Open the client's messaging profile and note the Twilio subaccount SID shown. Cross-check that subaccount's status and balance in the platform Twilio account. A profile stuck on a suspended or over-limit subaccount needs the subaccount fixed (or the client moved to a different one), not the client's own settings.

Question 25

The email/SMS template editor, preview and test send

Accepted Answer

Each notification type (order confirmation, ready for pickup, review request, etc) has an editable template per client, with merge fields for things like the guest's name and order number. The editor shows a live preview and lets you send a test message to your own address/number before it goes live to guests. Open the client's Templates tab and pick the notification to edit. Edit the copy, keeping the merge fields intact so the real data fills in correctly. Use Preview to see it rendered, then Send test to check it in an actual inbox or phone before saving.

Question 26

Handling STOP/UNSUBSCRIBE, bounces and spam complaints

Accepted Answer

A guest texting STOP or clicking unsubscribe, a hard bounce, or a spam complaint all add that address or number to a suppression list automatically — the platform stops sending to them regardless of which client's order it relates to, which is what keeps sender reputation intact for everyone on a hosted profile. Check the Suppression list in /admin if a client asks why a guest 'never got' a message — a suppressed contact is the most common reason. Suppression entries can be reviewed but shouldn't be removed casually — that's what protects the shared sending domain and number from being flagged as spam. Recurring complaints from the same client's messages are worth investigating on their template content or send frequency before removing anyone from suppression.

Question 27

The permission matrix page

Accepted Answer

The permission matrix is a read-only reference showing which role (owner, manager, staff, admin, etc) can access which area and action across the platform. It documents the rules already enforced by the system — it isn't an editor, so use it to answer 'should this role be able to do X' questions rather than to grant access.

Question 28

Audit log and idempotency keys on admin endpoints

Accepted Answer

Every admin action is written to the append-only Audit log with the acting admin's email, the action and a timestamp — see Domains, embeds and hosting above for how to read it. Admin endpoints that change data also accept an idempotency key, so if a request is retried after a timeout (a flaky connection, a double-click) it applies once rather than duplicating the action. You don't need to do anything for this to work — it's built into how the admin console calls its own endpoints — but it's why re-submitting a stuck action is safe.

Platform admin help