M cenaly.com
🛟 Account, Security & Help

❓ Frequently asked questions

Plans and payment, countries and languages, devices and hardware, data and security, cancelling a subscription, integrations — short answers with links to detailed articles

Documentation

Frequently asked questions

Short answers. If you need a diagnosis by symptom — Troubleshooting; if you need a human — How to get help.

Plans and payment#

Can I start for free?#

Yes. There are four plans — free, Basic, Premium and Enterprise: the free one is always available and needs no card, and the paid ones can be explored during a trial period. Comparison and prices — on the pricing page, the contents — in Subscription.

How much does it cost?#

Prices and plan contents live on one page — pricing; we do not duplicate them in the help centre so that they cannot drift apart.

What exactly does a plan limit?#

There are five numeric limits: the number of locations, catalogue items, connected devices, orders per month and auto-translation languages. The rest of the difference between plans is not limits but the features themselves — Subscription.

What happens if I hit a limit?#

Limits are soft: they stop you adding beyond the plan but never switch off what already exists. Guest order intake is not blocked by a limit at all — you only get a warning.

Can I change or cancel a plan?#

At any time. Upgrading, you pay the difference for the remaining period; downgrading, the new plan takes effect from the next payment — pricing.

Is there a discount for paying annually?#

Yes, annual payment comes at a discount of about 20 % against twelve monthly payments — Subscription.

Can I pay by invoice rather than by card?#

Yes. The “Subscription” page has an “Issue an invoice” button — convenient for a company and bank transfers; the same page offers PayPal and redirect providers for paying by card — Subscription.

What are AI credits and how do they differ from the balance?#

They are a separate balance for AI features (generating photos and descriptions, analysing calls). The subscription page shows the remaining credits, the monthly spend per feature, a bill forecast and a monthly cap — Subscription.

Are paid extensions part of the plan or separate?#

Separate: sections and integrations are bought as cards in the App store on top of the plan, and “Own website” is a subscription per location.

Countries and languages#

Which countries does the platform work in?#

The storefront, catalogue, POS and orders — in any country. What differs by country is fiscalization and online payment: there the list is specific — Fiscalization, Payments.

How many languages does the menu work in?#

Forty-five, with automatic translation. How many languages your account gets is set by the plan — QR menu.

Do I need fiscalization?#

It depends on the country and the type of activity: in some places an online till is mandatory for food service, in others a receipt is required for any settlement. Check the exact requirements with your accountant; what the platform can do is in Fiscalization.

In which countries is there a live fiscal receipt already?#

Full fiscalization currently works in Russia (54-FZ) and, as a tax invoice, in the United Kingdom, Australia, New Zealand and the UAE. For other countries see the status in Fiscalization.

How does the Russian contour differ?#

Accounts on cenaly.ru live in a separate cloud, have their own sign-in methods (there is no Google sign-in there), have no guest online payment yet, and part of the analytics (finance, guest statistics, kitchen analytics) is unavailable. The Russian regulatory contours — 54-FZ, “Chestny ZNAK”, EGAIS — conversely exist only there.

Can locations be in different countries?#

Yes. Every location has its own country, currency, set of languages, taxes, tips and service charge — Multi-location.

Devices and hardware#

Does the guest have to install an app?#

No. The menu opens from a QR code in an ordinary phone browser — QR menu.

Do I need a dedicated POS appliance?#

No. The POS is a page in a browser on any computer or tablet, it installs “as an app” and keeps working when the connection drops — POS.

How do I connect a receipt printer?#

Through Cenaly Hardware Bridge — a Windows or Linux service on the same computer as the POS. The bridge discovers USB/LAN/Bluetooth devices itself; the macOS version is “coming soon” — Cenaly Hardware Bridge.

Can I print without a computer, “straight from the cloud”?#

No: printing always goes through a bridge on some PC. But you can print from another device — the command reaches the bridge through the cloud, so a waiter prints from their own phone to the printer behind the counter.

What hardware is supported?#

Receipt, kitchen and label printers, scanners, scales, customer displays, cash drawers, payment terminals, fiscal devices, cameras, SIP phones and gateways — an overview by class with the minimum kit per format: Hardware.

Are there mobile apps?#

Yes, for Android and for staff only: Admin, Service (waiter), KDS, Courier, POS, Rider and CRM. Sign-in uses the same credentials — Mobile apps.

Does the POS work without the internet?#

Yes: it rings up orders, prints and fiscalizes through the bridge, and everything that has to reach the cloud piles up in a queue on the device. The kitchen display does not work meanwhile — tickets travel through the cloud — If the internet goes down.

How many tills and bridges can I connect?#

Hardware is kept per location: each has its own bridge or several (universal, equipment, cameras, telephony), while the account hardware registry shows every bridge and device of every location at once.

Data and security#

Where is my business data stored?#

In the cloud of the brand you signed up under: cenaly.com and cenaly.com are on AWS, cenaly.ru is on Yandex Cloud. In depth, including residency — Security and data.

Who on your team can see my data?#

Nobody by default. A support engineer enters the account only after you switch on “Support access” in the settings, and you revoke it in one click — Security and data.

Can I take my data with me?#

Yes, by yourself and without contacting support: Settings → Data export builds a ZIP (settings, catalogue, orders, customers, reviews), and there is also a quick catalogue CSV — Data export.

What does not go into the export?#

Secrets — PINs, integration keys, tokens and passwords — and photos: the files keep links to the images. A finished archive is kept for 7 days.

Do you store guests' cards?#

No. The guest pays on your payment provider's side, the money goes straight to your account with them, and card details never pass through the platform — Payments.

How do I delete my account?#

First build an export — after deletion there will be nothing left to take — then write to support. The request is fulfilled within 30 days of being confirmed. The procedure and what gets deleted — Account and sign-in.

What should I do if a password may have leaked?#

Change the password, revoke the device sign-in codes and switch off “Support access” if it was on, then write to us — Security and data.

Is there two-factor authentication?#

Not yet — it is in preparation (an authenticator app). We promise no dates; until then the sign-in is protected by a long password, a separate login for every employee and device codes with a PIN on shared tablets — Account and sign-in.

Where do I report a vulnerability in the platform?#

To a dedicated address — security@ on your brand's domain (for example security@cenaly.com) — not to general support — How to get help.

Do you make backups for me?#

We do not publish retention periods for internal copies and there is no “restore to a date” button in the panel, so make your own export before a bulk import or a catalogue clean-up — Data export.

If you have a website and work with guests from the EU or other countries with such requirements — yes. A banner in 45 languages, automatic tracker blocking and a consent log are part of the platform — Cookie consent.

Integrations#

Can I take orders from delivery aggregators?#

The Wolt, Glovo, Deliveroo and Yandex Eda connectors are written, but there are no live partner connections yet — it is too early to build your work on them. The state of each platform is shown honestly in the app store — Integrations.

Is there a 1C integration?#

Yes: importing items and counterparties from 1C:Accounting over OData (Russia, Belarus, Kazakhstan, Georgia) — 1C.

What works two-way right now?#

Evotor (catalogue, stock, orders, shifts, staff), WooCommerce (catalogue, orders, stock) and Saby Docs (EDI). Integrations with accounting systems are part of the Premium plan and above — Integrations.

My till or inventory system is not on the list — what now?#

Two routes: replace the third-party system with our POS (there are layout presets “like iiko” and “like r_keeper”), or move your data by file through the migration wizard — no API on the old system is needed — Migrating to us.

Can I upload a bank statement?#

Yes, by file already: “Counterparties” → the “Bank” tab, with operations matched to orders and documents. Direct API exchange with banks is planned.

Is there an API and webhooks?#

Yes — for orders, catalogue and the till, plus a headless storefront mode: Integrations, Headless, Cash server API.

Can I sell on marketplaces?#

The Ozon, Wildberries and Kaspi adapters connect in pilot mode; the other platforms of the world catalogue still work as a “Soon” request — Integrations.

Several locations#

Do I need a separate account per location?#

No. Locations live in one account, each with its own prices, hours, hardware and integrations — Multi-location.

Is the catalogue shared or per location?#

The catalogue is one per account: an item is created once, and a location picks what to show and overrides the price where needed.

How many locations can I open?#

One on the free plan; how many Basic, Premium and Enterprise allow is on the pricing page — we do not duplicate the numbers in the help centre so that they cannot drift apart. The limit is soft: it stops you creating a new location but does not switch off existing ones — Multi-location.

Does this suit a franchise?#

Yes: co-ownership of a location, role-based rights, network-wide analytics and the franchisee's own storefront branding — Multi-location.

Can I give a manager access to their location only?#

Yes, rights are configured per section and per location — Staff and shifts.

Partnership#

Who can become a partner?#

Any account owner: the “Partner program” section is switched on by a card in the app store, then an application is filled in. No separate login is needed — Partner program.

How much does a partner earn?#

Rates and the level are assigned by a platform representative after the application is reviewed; the current terms are visible in the partner cabinet. Until the application is approved a partner has no rates and no clients — and the section says so in plain words.

An implementer set us up — can we attach them to the account?#

Yes: the “Partner” block on the “Subscription” page accepts the partner's code or link. The partner will be able to sign into your account only with your consent — Partner program.

Help and onboarding#

What is the fastest way to find an answer inside the panel?#

Ask the AI assistant: it knows which page you are on, which country your location works in and which hardware is connected, and the ✨ spark next to a setting's heading explains that exact block — How to get help.

How do I reach a human?#

With the “🛟 Contact support” button at the bottom of the assistant panel, or by writing to support@cenaly.com. What to attach so you do not exchange three e-mails — How to get help.

Where do I start on day one?#

With the checklist for your format — First day: what to switch on right away and what can honestly wait.

Was this article helpful?
Documentation
Guest demo menu Admin panel demo Start free