Frequently Asked Questions

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.

No. When a new version is released, simply update the app through the App Store (iOS) or Google Play (Android). You don't need to re-download it.

Yes! The admin panel (manage.paddl-ai.co) works in any browser on your laptop, tablet, or phone. The Paddl app is for day-to-day staff use on mobile devices. Both use the same login credentials.

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.

Yes. If you work shifts as well as manage the business, you can use the same account for both. The admin panel gives you management tools, and the mobile app lets you complete tasks. In the app, tap the briefcase icon to access management features.

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.

We strongly recommend using individual email addresses for each team member. Shared emails skew compliance tracking, make task assignment unreliable, and prevent accurate training records. Each person should have their own login.

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.

When creating or editing a routine, go to the Scheduling section and select which days of the week it should run. If different tasks happen on different days, create a separate routine for each set of tasks and assign them to the appropriate days.

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.

When staff log in to the mobile app and check in to their location, they'll see all tasks assigned to them for that day. Tasks can be assigned to a location (anyone who checks in sees them), a specific person, or a staff group.

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.

When creating a routine, assign it to your location rather than a specific person. Any staff member who checks in at that location will see the routine's tasks for the day.

Training is managed through the Documents section, not a separate training page. Upload your training material as a document, enable Require Sign-Off, and it will appear as a training requirement on staff dashboards. For external training, include the link in the document.

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.

When creating or editing a risk assessment, tick the "Requires staff sign-off" checkbox. This will automatically notify all current staff and any new staff added in the future. You can complete a review of the risk assessment first, then staff will be sent a notification to read and sign it.

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.

Documents are for formal policies and materials that require a signature (e.g. staff handbook, hygiene policies). Knowledge Hub pages are for searchable reference information (e.g. equipment guides, menu prep instructions) and feed into the AI assistant. You can use both for the same content if needed.

Go to Allergens in the admin panel and click Add Item. Enter the new menu item and tick its allergens. For bulk updates, use the CSV import feature — download the template, fill it in, and upload it.

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.

This usually happens when the columns in your spreadsheet don't match the import template. Always download and use the provided CSV template to ensure columns are in the correct order. If data was imported incorrectly, you can edit each item individually or re-import with the corrected file.

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.

Ask Paddy is Paddl's AI assistant, available in the mobile app. It uses your Knowledge Hub, documents, allergen data, and other business information to answer staff questions instantly. The more content you add to Paddl, the more useful Paddy becomes.

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.

This is usually caused by a connectivity issue or an app that needs updating. Try: (1) Make sure the app is updated to the latest version, (2) Check you have a stable internet connection, (3) Force-close and reopen the app. If the issue persists, contact support.

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.

This can happen if the app hadn't fully synced when the document was signed. Ask the staff member to open the document again in the app — the signature should now appear. If it still doesn't show, the system may need an update. Contact support if the issue persists.

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 SFBB in the admin panel to generate your Safer Food Better Business pack. Paddl can generate your SFBB pack using AI based on your business type. Once generated, staff can view and complete SFBB sections in the mobile app.

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.

Make sure you're visiting manage.paddl-ai.co/login (not just manage.paddl-ai.co). If the problem persists, clear your browser cache and cookies, or try a different browser. You can also try an incognito/private window.

Staff can only see tasks assigned to them (directly, via their staff group, or via their location). They cannot see tasks assigned to other individuals or groups. Managers can view all tasks and completion status in the admin panel.

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.