Support Manager - managing venue level users

If you have Support Manager permissions you can access and manage your Venue level users. For example, your store user accounts. This enables you to create, edit and delete users within any venue using a single login.

Support Manager permissions are ideal for your organisation’s internal support teams.

This guide will show you how to:

  1. Create new users
  2. Unlock user accounts and reset passwords (summary video:
  3. Move users between venues

To read more about the Head Office and Venue Level Users please learn more here.

Creating New Users

1) Create each user individually

Go to Merchant > select a Venue > Venue Users

  • In the Create User section at the top of the page, you are asked to input the following Details.
    • Full Name - This is the name which will appear for the user within the app.

    • Username - This field is mandatory. This must be a unique username and at least 5 characters long.

    • Email - This field is mandatory. This is the email address that the Activation and Password reset emails will be sent to.

    • Mobile Number - This field is optional. If you have Threshold Alerts set up on your account, you can trigger SMS alerts to the user’s phone.

    • Employee ID - This field is optional. This information only appears within the user details in this section.

    • Password - This field is mandatory. The password must be at least 8 characters long, contain a mixture of upper and lower case letters and numbers. If you do not wish to create passwords for the user, you can enable User Creates Password.

  • User Creates Password - Enabling this will send the user an activation email with a link that will let the user create their own password. 

  • Always Available - Enabling this means the user will not be required to input their shift hours when using Qudini. There are a number of reasons why you may want to enable this. (Learn more here).

  • Read-Only User - Enabling this means that a Venue admin user cannot edit or delete this user. This is typically enabled when creating a generic user login. For example, a shared Concierge login.

  • Roles - These are the permission levels assigned to each user.

    • Server - Enables the user to serve customers.

    • Concierge - Gives the user the ability to see and manage customers and staff. This user can also manage Staff availability and breaks.

    • Admin - Makes the user a Venue Admin user and can therefore access the settings for their venue and queues in order to manage staff. For example, they can add or remove venue users. A Venue Admin user can also receive store admin reports (learn more here) and view the Stats dashboard (learn more here) so that they can analyse performance.

  • UI Permission - This determines what interface the user is presented with when using Qudini on the app. However, it will not affect the user interface for the desktop.

    • Concierge - This allows them to see the list of available staff in order to perform the Concierge role. For example, assigning customers to available staff members.

    • Server (next enabled/disabled) - Only allows the user to see the queue and the customer they are currently serving.

      1. Next enabled - Allows the staff member to use the ‘NEXT’ button, which will serve the next customer at the top of the queue.

      2. Next disabled - Hides the ‘NEXT’ button so that staff members will need to click on the customer and open their details before serving them. This is also used when the Concierge allocates customers to staff members.

  • Then click ‘Add User’.

Assigning Queues

  1. Once the user is created, they will appear in the Edit Users section.

  2. If you wish to change their default queue (for venues with more than one queue), you can select it from the dropdown list under Server Queue.

  3. If the user is a concierge, you’ll need to ensure that at least one queue is selected under Concierge Queues.

Once the user is created, they will appear in the Edit Users section.

To edit users, you can click on their name, and edit any of the details in the pop-up box.

You can also enable or disable any of the features listed next to the user in this section. 

Any changes made like this are automatically saved.

  1. Walk-In/Book - This option means that any walk-in availability set for that staff member will be replicated for their booking availability.

  2. Serve Queue - For venues with more than one queue, you can change the queue the user is assigned to serve in, via this dropdown option.

  3. Concierge Queues - If the user is a concierge, you must select at least least one queue from the dropdown. If you select two queues, this means the Concierge will be able to move between both of these queues.

Unlock accounts and reset passwords

User accounts will be locked if they input the wrong password 5 times in a row. 

If you are on a VPC or other shared environment other than (e.g. or then you should make sure that the user has correctly change their app URL:
Changing your App URL

  • A Venue Admin can send a user a password reset email by clicking on the user's account in the Edit Users section.
  • Users can unlock their accounts by requesting a password reset link on the login page, or by using this link:
  • In the event that a user cannot reset their password and unlock their account, a Merchant Admin (Head Office user) with a Support Manager permission can unlock the account and trigger a reset password email.
    To do this, see the below steps.  
    Go to Merchant > Venue Users
    1. Search for the user by Name, Username, Email, or Employee ID. You can also display all users within a given venue using the Search Stores dropdown.
    2. Click 'Search'.
    3. You can enable the Show locked accounts only (top right) filter to make it easier to see the locked accounts only in your search results.
    4. When you have found the account you wish to unlock, uncheck the checkbox in the 'Locked?' column.
    5. To send the user a password reset email, (if required) click on the user’s name in the search results field to bring up the user details.
    6. Click Reset Password.

If you are on a VPC or other shared environment other than (e.g. or then you should make sure that the user has correctly change their app URL:
Changing your App URL

Move a user to a different venue

  1. Go to Merchant > Venue Users. Use the steps above to search for the user.

  2. Click on the user’s name in the search results field to bring up the user details.

  3. Use the Change Venue dropdown to select a new venue.


Step 1: You do NOT need to click ‘Save’ when changing the venue. This action will automatically save when changed.

Step 2: You will need to assign that user to a queue once they are in their new venue.

  1. Go to Merchant > select the Venue that the user has been moved to > Venue Users.

  2. Select the relevant queue(s) underneath the Concierge Queues column. This setting will save automatically.

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