Help & support

Search plain-language answers, open a ticket when something only our team can fix, and see past requests—all tied to your login email.

Biova — operator help

This hub explains what you can do in Restaurant OS, how to get human assistance, and how to track the requests you send from this workspace.

Browse by topic

How this page works

1
Find your tool in the map

Each block matches a major sidebar area (floor, guests, reports, settings). Use it when you know the job—“fix a reservation”—but not the menu name.

2
Search one plain English word

Try “waitlist,” “refund,” “POS,” or “hours.” Clear the box to see the full guide again.

3
Open a ticket when it’s account-specific

Billing problems, broken integrations, or “only my login” issues need our team. One topic per ticket; add screenshots and approximate times.

4
Replies go to your account email

Under View service requests you can confirm what you sent. Keep Account → Overview email current so you don’t miss answers.

Restaurant OS — product map

Blocks follow your sidebar—floor tools together, guest tools together—so you learn where to click on busy nights.

Today, Marketplace & billing

Start from Today for the shift snapshot. Marketplace only shows when your rollout enables it; billing and cards live under Account from the profile menu.

Today (dashboard)

Open in app

Open here first on a shift: shortcuts into reservations, orders, and anything your brand surfaces as “needs attention.”

Marketplace

Open in app

Browse add-ons, services, and hardware aligned to your brand. Purchases and line items are finalized through Account → Subscriptions and checkout flows.

Subscriptions & payment methods

Open in app

Manage plans, renewal-related changes, and stored payment methods under Account. Mention your plan name or invoice when you contact us about billing.

Service, reservations & live orders

Host the door, run the waitlist, seat tables, and watch every pickup or delivery ticket from one place.

Shift overview

Open in app

When visible under Service, use it to align sections and pacing with real floor traffic; many production accounts hide this entry until the feature is rolled out.

Reservations

Open in app

Operate the reservation lifecycle: upcoming parties, waitlist, seated and finished visits, conflicts, cancellations, and no-shows—with booking detail drill-down.

Menus (operational)

Open in app

Quick path to live menus as used during service (distinct from full menu configuration under Settings).

Live Orders

Open in app

Watch live tickets by channel; open one order for items, payments, guest notes, and refunds or comps your role allows.

Guests, CRM & growth

Keep guest profiles, segments, campaigns, reviews, and Google presence aligned so the floor and marketing aren’t telling different stories.

Guest database & CRM workspace

Open in app

Guest database lists everyone; Segments, Tasks, Workflows, Templates, and Custom properties appear as separate Customers submenu items when your environment enables CRM tooling.

Marketing hub

Open in app

Plan campaigns, creative (e.g. email studio), and audiences so offers reach the right guests with measurable outcomes.

Social media

Open in app

Publish, listen, and report across connected channels—keep brand voice consistent while reducing tab overload.

Discounts & promotions

Open in app

Configure promotional mechanics that sync with your commercial strategy—control eligibility, stacking rules, and how offers appear to guests.

Reviews inbox

Open in app

Centralize review triage and responses so guest sentiment becomes operational signal, not a separate inbox.

Google Business Profile

Open in app

Manage presence, posts, insights, and profile sync workflows that keep Google aligned with how guests find and choose you.

Insights & surveys

Reporting for covers, bookings performance, revenue impact, review trends, and structured guest feedback.

Insights overview

Open in app

Start here for cross-cutting operational and commercial metrics before you drill into specialized reports.

Bookings performance

Open in app

Understand reservation throughput, pacing, and outcomes to tune policies and labor.

Revenue & promotion impact

Open in app

Relate covers and demand signals to promotional activity so you can judge what actually moved the needle.

Review trends

Open in app

Track reputation trajectories and themes that should inform menu, service, and marketing decisions.

Guest surveys

Open in app

Analyze structured feedback tied to bookings and orders—close the loop between guest sentiment and execution.

Venue setup, menus & integrations

Configure the restaurant profile, service rules, physical layout, sellable catalog, payments, POS devices, and connected channels.

Restaurant & profile

Open in app

Location details, gallery, business hours, reservation rules, ordering rules, guest-management preferences, and foundational venue data.

Service shifts configuration

Open in app

Define how service periods behave—policies, pacing, and operational guardrails that reservations and orders inherit.

Floors & tables

Open in app

Model rooms, tables, and layout so booking and service tools reflect your real floor plan.

Menus & items (configuration)

Open in app

Author menus, categories, items, and modifier groups—the canonical catalog powering guest-facing experiences.

POS tablets

Open in app

Register on-premise tablets (/settings/devices). Like Marketplace, this submenu appears only when your build enables device management.

Payment & fees

Open in app

Configure payment-related fees and policies that affect checkout and reconciliation.

Channels & integrations

Open in app

Primary entry is Settings → Channels & integrations (/integrations/pos). Deep partner hubs may also open from /pos-integrations—complete OAuth in one session.

Team & access

Invite and maintain staff, roles, and operational identity inside Restaurant OS.

Employees

Open in app

Add, update, and offboard team members. Access to sidebar areas is controlled by permissions—if something is missing, an owner or admin may need to adjust your role.

Account, payout & wallet

Open Account from the profile icon (top right): overview, subscriptions, payouts, wallet where enabled, payment methods, and MFA.

Account overview

Open in app

Review personal profile details tied to your login—keep email and phone accurate so notifications and support replies reach you.

Manage payout configuration for funds owed to your organization according to your program and region.

Where enabled, fund a brand wallet for eligible flows (e.g. regional top-up). Availability depends on your country and product configuration.

Account settings

Open in app

Security and preference controls for your signed-in experience—including MFA where required by your organization.

Frequently asked questions

What is Restaurant OS?

Restaurant OS is where you run the house in the browser: bookings and waitlist, live orders, guest CRM (when enabled), Grow tools like marketing or promos, Insights reports, and Settings for the venue. Billing, payouts, and MFA live under Account via the profile icon (top right). Search this page for words like “refund” or “hours.”

How do in-app service requests work?

New service request opens a short form—we reply by email to the address on your account. View service requests shows everything you’ve sent from this workspace so you can grab ticket IDs or follow a thread.

Why must my request use my account email?

We match requests to your login email for security. If you need to use a different address, ask an organization owner to update your profile email, or mention both addresses in your message so we can link them manually.

When will I hear back?

Simple questions usually get a first reply within one business day. Billing, POS sync, or multi-store issues can take longer when we loop in partners. Pick the closest topic, say which restaurant and timezone, and paste any error text—you’ll wait less than with a vague “it’s broken.”

Who helps with invoices, plans, or failed payments?

Choose Billing & subscription as the topic and include the plan name, approximate charge date, and last four digits of the card if relevant. Owners can also review Account → Subscriptions before writing in—many renewal questions are visible there.

Integrations disconnected or syncing wrong—what should I send?

Choose Technical issue. Name the system (Toast, Square, etc.), what you changed before it broke (menu publish, new tablet, password reset), and when failures started. Screenshots of disconnect banners or OAuth screens save a round trip.

I cannot see a sidebar section my colleague has. Why?

Restaurant OS hides areas you are not permitted to use. Ask your organization owner or admin to review your role and permissions. This is expected behavior—not a bug.

What customer data is in support tickets?

Tickets store only what you type. Avoid pasting full payment numbers, government IDs, or sensitive guest health information. If we need specifics, we will request them through secure channels.

Is there an external help center?

Yes—general guides and announcements live on the public Smart Dining help site. Use an in-app ticket when you need something tied to your account: billing, permissions, or partner connections.

What if my issue is urgent?

For production outages affecting guests or payments, open a request with Technical issue, put “URGENT” in the first line, and include your restaurant name, timezone, and whether the loss is ongoing. We prioritize stability-impacting cases.

Why is my sidebar missing Marketplace, Shift overview, or CRM items I saw in training?

Several entries are gated together by permissions and by whether your environment has turned that feature on yet—production menus are often shorter than sandbox demos. Confirm you picked the right restaurant, compare with an owner’s login, then ask them to verify permissions or rollout flags before opening a ticket.

Before you write in

  • Include your restaurant name and what you were trying to do when the issue happened.
  • One topic per request helps us resolve things faster.
  • For billing changes, mention the plan or invoice you are asking about.
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