Onboarding New Customers

Step-by-step process for bringing a new customer from signed quote to live

operation.

Before you start: becoming a reseller

If you are not yet approved:

and sales and support headcount

documents, demos and support

You only do this once. Every customer after that runs through the steps below.

Who does what

Three separate people, and it matters which is which:

You configure a customer's venue on their behalf. You do not control their

billing — seat counts and beta periods are set by Synalux, so a customer can

never be charged by something you or they clicked.

Step 1: Quote, Signature, and Checkout

Once your customer signs the price quote via BoldSign:

Send that Stripe Checkout link to the customer. The subscription is created only

after Stripe confirms Checkout; a signed quote by itself never starts billing.

If checkout or subscription activation fails, the customer remains pending and

Synalux does not provision a venue from that commercial record.

The signed base price plus support fee is the complete recurring amount. Do not

add a Stripe coupon, promotion code, automatic tax, or default tax rate to this

customer or subscription. Seat billing refuses those adjustments instead of

silently charging a different amount. This restriction is separate from the

restaurant sales-tax rates configured later inside POS.

Step 2: Request the Workspace

Nothing exists until the request is approved and provisioned.

Raise a request through Support with:

per-location beta baseline with the signed customer total before provisioning

Synalux verifies the active customer subscription, then provisions the workspace

and venue in the customer's region. The site admin receives a single-use

enrolment link directly at the email supplied in the request. You cannot create

these yourself, and the working enrolment link is never sent to the reseller.

locations for one signed customer share one workspace and one subscription.

Each location is its own venue with its own measured registers and menu, but the

renewal invoice aggregates the distinct registers used across the bound venues.

Synalux records the quoted register allocation for each location; those

allocations cannot add up to more than the signed customer total, and the final

signed location receives the exact remaining balance. They are configured

separately — a chain's second site does not inherit the first site's menu. Do

not request more locations than the signed contract.

A customer's locations must stay in one Synalux service region. Locations in

different service regions or billing currencies require separate signed

customer agreements and billing arrangements coordinated by Synalux.

Your approved reseller login receives access to each provisioned customer

workspace. In the US POS browser, choose the customer and venue when prompted.

The choice is stored on that device and rechecked at every sign-in. Use **Change

venue** beside the venue name to move the device safely; Synalux releases its

current station and clears any in-progress cart before changing venues.

venues are listed but disabled instead of silently routing their data through

the US project. Raise a support request for EU onboarding rather than trying to

work around that boundary.

Once the correct US venue is selected, set up the basics:

The new venue starts in beta: seats are counted and visible but nothing is

charged, so the customer can trade for a few weeks before their first invoice.

See Seat Pricing & Billing.

Before the beta-to-billing handoff, agree the observed count with the customer

and ask Synalux to schedule the change for a new billing period before that

period's first order. A venue that has already recorded current-period usage

cannot change billing mode until the next period.

Step 3: Menu Configuration

- Categories, items, modifiers, prices

- Photos (optional but recommended)

- Allergen and dietary flags

Step 4: Hardware Setup

Synalux runs on any device with a browser. Typical setup:

No proprietary hardware required. The customer can use their existing devices.

Step 5: Staff & Site Admin

How people actually log in

There are two credentials, and most staff only ever have the second.

A server never gets an email or password. The device is signed into the venue

once and stays signed in; staff then PIN in and out on top of that. The order on

screen is email and password → PIN → station → revenue centre, and only the

first of those involves Synalux.

The site admin needs both: a back-office login alone cannot ring an order, and a

PIN alone cannot reach settings.

How your customer gets access

Synalux emails the site admin a single-use enrolment link when the workspace is

created. The recipient creates or signs into their POS email/password account

using the addressed email and activates the venue. The link is not returned to

the provisioning operator or reseller.

If the site admin forgets their password, use Forgot password on the POS

sign-in page. Expired or undelivered invitations can be reissued to the same

address through Support; changing the recipient

requires support review.

Adding everyone else

Settings → Staff, no request needed. Name, role, PIN. That is the whole flow —

no email, no invitation, nothing for the employee to accept.

are all attributed by PIN, so a shared one makes the audit trail useless the

first time something needs explaining. The system refuses a duplicate PIN. If

an older venue reports a PIN conflict, reset the affected PINs before service

and contact support if the conflict remains.

Everything below you can do yourself, without raising a request:

- Opening/closing the register

- Taking orders (dine-in, takeout, delivery)

- Processing payments

- Voids and refunds

- Running end-of-day reports

Backup processor (recommended)

Venues on Dejavoo/Elavon can pre-configure Stripe as a backup processor so

an outage never stops card acceptance:

backup provisioning for the venue. Synalux creates the venue's Stripe account

and sends the site admin a Stripe onboarding link

account) — this is the merchant's own identity verification; neither you nor

Synalux can do it for them

Settings → Stations becomes activatable

During an outage, the site admin (admin role) switches individual stations

to the backup and back from Settings → Stations — see

Backup Processor Failover.

Remind them: payments taken on the backup settle to their bank as separate

Stripe deposits, and refunds always route back through whichever processor took

the original payment.

Step 6: Go Live

that lifecycle, so there is no manual activation switch

failover control as ready (it refuses activation until Stripe onboarding is

complete)

Post-Launch Support

What you can do vs what to raise with Synalux

The pattern: anything that creates a tenant or moves money is Synalux. Everything

inside a venue you already own is yours.

Common Setup Issues

Related Resources