Frequently Asked Questions
Quick answers to the most commonly asked questions about Paddl.
The Admin Panel works on any desktop web browser (Chrome, Safari, Firefox, Edge). The Paddl Assist mobile app is available for iOS (iPhone and iPad) and Android devices. Download it from the App Store or Google Play Store.
You can add unlimited locations to your Paddl account. Each location is billed separately based on your pricing plan. Go to Settings > Locations to add new locations.
No, staff role users are directed to use the Paddl Assist mobile app. Only users with Owner or Manager roles can access the Admin Panel. This ensures staff focus on completing tasks while managers handle configuration.
Click "Forgot Password" on the login page, enter your email address, and check your inbox for a reset link. The link expires after 1 hour. Click the link to set a new password.
Yes, 2FA can be enabled in Profile Settings on the Admin Panel. You'll need an authenticator app like Google Authenticator or Authy. Once enabled, you'll enter a code from the app each time you log in.
Go to Settings > Profile in the Admin Panel, update your email address, and click Save. You'll receive a verification email at the new address. Click the link to confirm the change.
Check that: 1) The routine is published (not draft), 2) The routine is assigned to the correct location, 3) The staff member is checked in at that location, 4) The task is scheduled for today. Tasks only appear for staff who are checked in at the assigned location.
The system categories (Opening, Closing, Temperature, Cleaning, etc.) are fixed. However, you can organise tasks using clear naming conventions and descriptions. For specific needs, contact support about custom category options.
Tasks that aren't completed by their due time are marked as "Missed". Managers can see missed tasks in the Reports section and on the Dashboard. Consider setting up alerts to notify staff before tasks become overdue.
SFBB (Safer Food Better Business) is a food safety management system designed by the Food Standards Agency for UK food businesses. It helps you manage food safety and is often requested during EHO inspections. Paddl generates and maintains your SFBB pack automatically.
Review frequency depends on the category and risk level. Fire safety assessments typically need annual review, while COSHH assessments may need quarterly review. Paddl tracks your schedule and alerts you when reviews are due.
Yes, you can upload existing PDF risk assessments to Paddl. Go to Risk Assessments and click "Upload". You can also use our AI-assisted generation to create new assessments based on your business type.
Check-in requires GPS verification. Ensure: 1) Location services are enabled on your device, 2) You're within range of your location's address, 3) You have internet connection. If issues persist, contact your manager to verify the location address is correct.
In the mobile app, go to Profile > Settings and toggle "Biometric Login". This option only appears if your device supports Face ID, Touch ID, or fingerprint authentication. Once enabled, you can log in with biometrics instead of your password.
The app has limited offline support. You can view previously loaded content, but submissions will queue until you have an internet connection. When connectivity returns, queued items sync automatically.
Paddl uses per-location pricing. Each location has a monthly fee, plus additional charges for extra users beyond your plan's included amount and storage beyond the base allocation. View your full breakdown in Settings > Subscription.
Go to Team in the Admin Panel and click "Invite Team Member". Enter their email, select their role (Owner, Manager, or Staff), and choose which locations they can access. They'll receive an email invitation to create their account.
The system categories (Opening, Closing, Temperature, Cleaning, Maintenance, Safety) are fixed to ensure consistency. However, you can organise tasks effectively using clear naming conventions and detailed descriptions within these categories.
Go to Food Safety Management and click "Generate SFBB Pack". Select your location and the appropriate template (Caterers or Retailers). Paddl will generate a pack pre-filled with data from your existing records, routines, and documents.
Your data remains accessible for 30 days after cancellation. During this period, you can export your data or reactivate your subscription. After 30 days, data is permanently deleted in accordance with data protection requirements.
Yes, tasks assigned to staff groups can be completed by any member of that group. The system prevents duplicate submissions - once a task is marked complete, it's no longer available for others to submit.
Contact our support team through the Help section in the Admin Panel or email support@paddl-ai.co. We appreciate all feedback and actively use it to improve the platform.
Yes, all data is automatically backed up daily with point-in-time recovery available. Data is stored securely in UK data centres and encrypted at rest and in transit.
Currently Paddl works as a standalone system. We're developing integrations with popular POS and scheduling systems. Contact us if you have specific integration needs.
When staff record a temperature outside the acceptable range, the submission is flagged. Managers see these alerts on the Dashboard and can investigate. The record is preserved for compliance purposes.
Submitted records cannot be deleted to maintain data integrity for compliance purposes. If a record was submitted in error, add a note explaining the situation. Contact support if you have data correction needs.