Troubleshooting and FAQ

Usually within a few hours. For on-premises POS, it simply requires the install of our 'gateway' - a small Windows service on your POS till or server. This can be done either via a download from the hospoIQ website and easy install process; or if we are provided TeamViewer access, the support team can do it for you. Reports and dashboards will then initially show data for recent days. A historic data load is then typically run for the past 13 months which will then enable 'Sales Last Year' measures, Last Month and historic data in other reports to show. Depending on the POS, this may take up to 24 hours to fully populate

Currently POSbiz (Menumate), Wizbang (OneTap), SWIFTPOS, IdealPOS, Tevalis, Lightspeed (Kounta), Bepoz and Epos Now. We are adding new integrations all the time based on customer demand, so please get in touch with us even if your POS isn't yet on the list and we can discuss potential options.

Currently goRoster, Deputy, FlexiTime and Time Filer. We are adding new integrations all the time based on customer demand, so please get in touch with us even if your rostering system isn't yet on the list and we can discuss potential options.

Currently Xero and MYOB. With Xero, integration can be two-way, providing automated daily sales invoices in Xero (ie, Cash and EFTPOS, split into Food and Beverage accounts) and pulling P&L data into hospoIQ reports to augment the reporting information. We also pull P&L data for MYOB users.

Dashboards on mobile are accessible by first browsing to app.hospoiq.com (eg, via Chrome, Safari etc) and logging in with your hospoiq credentials. You will then be prompted to add the app to your home page. A step by step guide can be found here: https://www.hospoiq.com/getting-started-help-guide.

Sales are a reflection of everything that has been inputted into your till, including orders. These include on-account items, open tabs (yet to be cleared), staff drinks/meals and parked transactions. Sales are also recorded for the date/time they were entered into the system, which may therefore differ from when a till was cashed off or when payments were made.

Payments are actual payments (eg, cash, EFTPOS) made. These will largely be settling bills (ie, for Sales made above), however may also include payments for accounts (eg, a sale which was inputted on a previous day) or vouchers.

As such, there can be a number of reasons why there are discrepancies between 'Sales' and 'Payments' on any given day. To investigate further, the best approach is to run up more detailed reports on your POS.

An example of where a difference would occur is if you had a tab that was opened and drinks were added on a Monday and then the tab was cashed off and paid for from the till on Tuesday. This would mean that the Sales would be in Monday and the Payment would be in Tuesday.

There are a few common reasons why sales invoices haven't come through to Xero:

• Xero has disconnected from hospoIQ: if a banner has appeared on the front page of hospoIQ indicating that this has occurred, click on the button to reconnect

• Payment Types have been added, changed or deleted on your POS: if this is the case, you will need to re-map the Payment Types to the Xero Invoices on the Xero Configuration page. Further instructions on how to do this can be found in our online help guide: https://www.hospoiq.com/xero-invoicegeneration

• There were no payments for your site on that day: Run the 'Payments' report for the date in question and verify whether or not payments are showing for that day

• The POS gateway is down (for on-premises POS): verify that the server or PC containing your POS database is running and no changes have been made to your PC/server setup by your administrator. If this has occurred and days have been missed, get in touch with our support desk and we can run a historic load to get the data back up-to-date

Finally, assuming none of the issues above are relevant, or have now been resolved, you can re-run the invoice generation manually for any given day. Go to 'Integrations', then under Xero go to 'Configure', then 'Run Xero Now' for the site in question. Then select the date you require and click 'Generate Invoices'. For more instructions, go to our online help guide: https://www.hospoiq.com/xero-profitloss

There are a couple of common reasons why financial data isn't complete or correct:

• Xero has disconnected from hospoIQ: if a banner has appeared on the front page of hospoIQ indicating that this has occurred, click on the button to reconnect

• Mappings of Xero Accounts to Measures are not fully setup: go to Configuration -> Accounts and check that all relevant Xero Accounts are mapped to the available measures in hospoIQ. Further instructions can be found in our online help guide: https://www.hospoiq.com/xero-configure

Projections use a ‘machine learning’ algorithm which takes multiple factors into account to predict sales per hour and day. These factors include: weekday profile (eg, what does a typical Monday look like) using the last 12 weeks; the same day last year (52 weeks prior), and whether the day is a ‘special event’ (eg, Boxing Day, Regional Anniversary Day, etc)

A visual (Quantity by Category and Item) is provided on all dashboards (eg, Daily Dashboard, etc..) showing sales items, grouped by Category Group and Category, ordered from highest to lowest in terms of quantity. There is also the Highest Sellers report (go to the ‘Highest Sellers’ report tab) which allows you to choose the date range and also filter the data viewed.

The Sales by Staff report allows you to filter by staff, category group, category and item and then shows which staff members have sold the most. It also provides staff % of sales and average sales value.

The Sales Analysis report shows the average sales per hour, split by food and beverage, and can be filtered by weekday, location, category group, category.

You can set your own daily sales targets by site and location in the hospoIQ app. These default to the daily projection, but then allow you to override this and save your changes. These targets will then appear on all dashboards. A detailed guide can be found here: https://www.hospoiq.com/target-helpguide.

The Forecast vs Actual Report shows projected/target revenue vs actual for the coming year, and also provides a projected food vs beverage split (by $ amount and %). You can also review the same information historically in the Historic Sales report.

The Wage Costs - Daily report allows you to view actual or projected/target revenue against actual or rostered wage costs. You can then also filter by Roster Location (ie, FOH vs Kitchen) and Location. If salaried staff comes through as a particular type of ‘work group’ from your rostering system, you can then choose whether or not to include or exclude this from wage costs in hospoIQ and/or what Department to add it to. For further detail on this, you can refer to our help guide: https://www.hospoiq.com/wagecost.

The hospoIQ app enables you to record all purchases. You can build recipes for any menu item, including sale price, the various purchase items included and quantity required and have them automatically costed out for you, as well as the resulting GP. For example, a 50L keg would be entered as a ‘Purchase Item’ and then put as a line item into a Recipe with a given sub-quantity. A more detailed help guide for this can be found here: https://www.hospoiq.com/recipes.

Select "Accounts" from the hospoIQ menu.

This will then display all of your financial accounts from Xero. To map the account that you want to set for food or beverage COGS, search for the account using the search bar (e.g. Kitchen food costs).

When you have found the account you want to map to, select the edit option.

Then select the Account measure you wish to map to (e.g. Food COS) and select save.

This change may take up to 2 hours to pull the required data through to the reports.

The most common reasons for this are:

• There aren't Front of House (FOH) and/or Kitchen roster locations in your rostering system and/or they weren't selected when you first setup the connection; to check this, go to 'Integrations', click on 'Configure for your rostering system, then 'Configure' again for the site and check which Roster Locations are ticked

• The naming of the rostering system's locations: your Kitchen locations need to either be called 'Kitchen' or 'Back of House'; all other locations are assumed to belong to 'Front of House'

Select "Accounts" from the hospoIQ menu.

This will then display all of your financial accounts from Xero. To map the account that you want to set for food or beverage Sales, search for the account using the search bar (e.g. Sales - Bev).

When you have found the account you want to map to, select the edit option.

Then select the Account measure you wish to map to (e.g. Sales - Bev) and select save.

This change may take up to 2 hours to pull the required data through to the reports.

If you are getting a "xero error" when trying to generate your invoices or import your profit and loss data then we have probably lost connection with your Xero account.

To fix this. Go back to the Xero Configuration page and select disconnect. Then click connect and login in to your Xero account.

Select "Xero Configuration" from the hospoIQ menu. The select "Configure" from the site that you wish to change the account settings for. This will bring up the invoice settings and account mappings.

From here you can select what account food and beverage sales are mapped to.

Sele

ct "Xero Configuration" from the hospoIQ menu. Then select "Configure" from the site that you wish to change the account settings for. This will bring up the invoice settings and account mappings.

Then find the missing payment type from the list in the Xero Configuration page. You can then type in what name you would like to give the invoice for that payment type (e.g. Sales - Eftpos) then click save. Note, that if you give a payment type the same sales invoice name then they will be correlated.

Click on the integrations link in the hospoIQ menu and select your roster integration type. Then select the roster that you are missing staff for and click "Run Now".

Then select "Import Staff". When that function has finished then select "Import Rosters". When that function has completed your staff list will be updated.

Goroster - Deputy - Time Filer - Flexi Time

Click on the integrations link in the hospoIQ menu and select your roster integration type. Then select the roster that you are missing staff for and click "Run Now".

Then select "Import Staff". When that function has finished then select "Import Rosters". When that function has completed your staff list will be updated.

Goroster - Deputy - Time Filer - Flexi Time

First check that you have assigned the member of staff on Salary a salary value in your roster system.

Then check that the login you have connected hospoIQ to your roster system has Admin credentials. These needs to be in place.

If you make changes to your roster system configuration you will need to disconnect from hospoIQ and then reconnect for those changes to be pulled through to hsopoIQ.

Goroster - Deputy - Time Filer - Flexi Time

Select Configuration from the hospoIQ menu.

Then select Edit next to the site that you wish to change the settings for.

Then tick or un-tick the include GST tick box depending on what you would like to see.

Please not that configuration changes may take up to 2 hours to pull through to your reports.

Check that you have entered a Name against the Cash Up you are entering. This is required to be able to save a Cash Up.

If you have had the window open for a while you may need to refresh the page before saving as your cash values the cash up is displaying may not be up to date.

Firstly, check the date and the site that you have selected to do Cash Up for.

Then refresh the window in your browser.

Select Xero Configuration from the hospoIQ menu.

Then select configure next to the site you wish to change.

You can then select which account you wish to map tips too.

If you wish to exclude tips, just select any account and then delete the tip line from the invoice.

Please note you will need to select an account for the function to split tips out.

Put a minus before you input the amount (-).

Select Xero Configuration from the hospoIQ menu.

Then select Run Xero.

Then select the date you wish to generate the sales invoice for.

You can now select the site (tracking category) from the below drop-down menu.

Now you can just click Generate Invoices.

If you are getting this error then it is because you are already signed in using a different microsoft login which is not recognized in hospoIQ.

You can wither log out of your other miscrosoft account on your browser or open an incognito or private browser window.

Select Xero Configuration from the hospoIQ menu.

Then select Edit Tracking Categories next to the site that you wish to change the settings for.

Then select the tracking category you wish to edit the contact name for.

You can now change the Invoice Contact Name for that tracking category and save.

Select Payment Types from the hospoIQ menu.

Then find the payment Type that you want to add to your Xero invoices and select Edit.

You can then input a name for the payment type invoice to come through as in Xero (e.g. Sales - Cash) and select Update.

Please note that if you wish to include a payment type in an exisitng generated invoice make sure the Sales Invoice name's are the same. For example, for payment type visa and payment type mastercard, they would both have the sales invoice name Sales - Eftpos.

If you can't see your new payment type on the list of payment types than that will be because it won't have been used yet.

HospoIQ picks up payment types based on payments. Please use the payment type and then you will see it in your payment types list in hospoIQ.

Refer to our Help Guides found here: https://www.hospoiq.com/support-helpguides or email us at support@hospoiq.com