How to get help

The panel offers four different routes to an answer, and they do not duplicate each other. Start at the top of the table: the higher the row, the faster the answer.

The AI assistant in the panel#

The assistant lives on the /voice page and as a floating button over any section — the dialogue survives navigation. It does not only execute commands (“put this item on the stop list”, “create an extension number”), it also answers questions about the system itself: what a section is, where a setting lives, where your data is stored.

Why its answers are more precise than a generic search:

• It knows where you are. The open section travels with your question (“Context: Menu”), so “where do I switch this on” is answered about your screen.
• It knows your country and business type. The assistant receives the country and the vertical of each of your locations and tailors the answer: a Russian location gets 54-FZ, a Georgian one gets rs.ge and 18 % VAT. If a location has no country set, it will ask.
• It knows your hardware. Opened from the POS, the assistant receives a snapshot of the connected equipment — fiscal device model, paper status, an unclosed receipt, printers, scanner, scales, terminal — and explains your model even if you did not name it.
• The ✨ spark next to a block heading. Complex settings carry a micro-button with a spark next to the heading: it opens the assistant with the context of that exact block — what the setting does, what it risks and what it is called in the panel.

The assistant can hand you a setting as a link: an address like ?settings=<setting> opens the right setting as a modal over the current window — such a link can be shared with a colleague.

⚠️ The assistant is not a channel to humans. If it cannot carry out a request and it looks like a malfunction, it will offer by itself to send a report to the developers, pre-filled with your own words.

Help centre, section tour and setup wizard#

• The help centre is this part of the site. Diagnosis by symptom — Troubleshooting, short answers — FAQ, unfamiliar words — Glossary.
• The section tour and the setup wizard are restarted by the buttons in the header of the Settings section (/settings) — the same screens you saw after signing up. Useful when a new administrator takes the system over.
• First day by business type — First day: what to switch on right away for your format and what can honestly wait.

Do not confuse this with the Support centre (help-center) — that is your public knowledge base for guests and customers, not a channel to us.

Contacting support#

The request form opens in two ways:

1. The “🛟 Contact support” button at the bottom of the AI assistant panel — available from any page.
2. By voice or text to the assistant: “contact support”, “help”, “I need help”, “there is a problem”. If you described the malfunction in words (“the button does not work, tell support”), the assistant opens the form with the description already filled in.

Then three steps: decide whether to attach diagnostics → describe the problem freely → “Send”. The message goes to support@cenaly.com, and the team replies to the e-mail address in your account — make sure it is current and check your spam folder.

You can also write to support@cenaly.com straight from your own mailbox: it is the same address. The form is only more convenient in that it attaches the technical data for you.

What to attach to a request#

One message with full context saves three rounds of correspondence.

Before writing, it is worth walking the symptom through Troubleshooting: half of all cases are an unopened cash shift, an offline bridge or a storefront cache — and the answer is already there.

What data goes with a request#

The form asks for consent explicitly, and declining breaks nothing.

Passwords and access tokens are never transmitted — in either mode. You do not need to send logins and passwords in the message either: support has a separate mechanism — you switch on “Support access” in the settings and revoke it when the question is closed (see Security and data).

Reporting a vulnerability#

Vulnerability reports go to a separate mailbox, not to general support: write to security@cenaly.com — it accepts mail from any brand; the same security@ mailboxes on brand domains (security@cenaly.com, security@cenaly.ru, security@masamenu.tr) are being connected. The address is read by the team responsible for platform security.

Include the page URL, the steps to reproduce and what you were able to obtain; add the time and the brand. Please do not publish details before we reply and do not pull other people's data to “check the scale”.

⚠️ Do not confuse this with an incident inside your own account (a leaked password, someone signed in, suspicious orders): that is an ordinary support request, and the step-by-step order of actions is in Security and data.

How data access is arranged and who can see it is covered in the same article.

Implementation partners#

If you need not “explain it” but “do it for us” — set up the menu and inventory, marry the POS to the hardware, train the shift — that is the work of an implementation partner.

• Finding a partner. Partners work in their own countries and verticals; write to support with your format and country and we will say whether there is a partner nearby.
• Attaching a partner to your account. The “Partner” block on the Subscription page (/subscription): by the partner's code or link. After that they manage your account as a client.
• A partner can sign into your account only with your consent — through the same support-session mechanism our own team uses.
• Becoming a partner yourself (you have already automated your own business and now set it up for colleagues) — Partner program: the /partners section is switched on in the app store, then comes the application and the terms in the cabinet.

What support does not do#

Honest boundaries, so you do not wait in vain:

• It does not keep your books. Entering stock, building recipes, reconciling a bank statement, closing a shift — that is work inside your business. We explain how, and we fix the tool if it is broken.
• It does not give legal or tax advice. Whether a receipt is mandatory, which VAT rate applies, how to register a till — questions for your accountant and your tax office. What the platform knows is collected in the help centre: Fiscalization, Who needs an online till (Russia), rs.ge (Georgia), Legal documents, Cookie consent.
• It does not restore deleted data out of thin air. Export is your tool: Data export — an archive can be built at any moment and is kept for 7 days.
• It does not configure your router, DNS and venue network. We tell you which record is needed and which port must be open; changing it at your provider is for you or your administrator: Custom domain, SIP phones.
• It does not open partner connections for you. Contracts with a payment provider or a delivery platform are signed by the business, not by us.

Related articles#

• Troubleshooting — diagnosis by symptom: “check 1-2-3” and where to go next
• FAQ — short answers about plans, countries, devices and data
• Account and sign-in — registration, password recovery, QR sign-in, support sessions
• Security and data — where data lives, who sees it, how to revoke access, what to do after a leak
• Account and location settings — where the tour and the setup wizard are started
• First day — launch checklists by business type
• Glossary — what the words in the panel mean
• Partner program — implementation partners and the partner cabinet
• If the internet goes down — what works without a connection and what the shift should do