M masamenu.tr
🛟 Account, Security & Help

❓ Frequently asked questions

Plans and payment, countries and languages, devices and hardware, data and security, cancelling a subscription, integrations — short answers with links to detailed articles

Documentation

Frequently asked questions

Short answers. If you need a diagnosis by symptom — Troubleshooting; if you need a human — How to get help.

Plans and payment#

Can I start for free?#

Yes. There are four plans — free, Basic, Premium and Enterprise: the free one is always available and needs no card, and the paid ones can be explored during a trial period. Comparison and prices — on the pricing page, the contents — in Subscription.

How much does it cost?#

Prices and plan contents live on one page — pricing; we do not duplicate them in the help centre so that they cannot drift apart.

What exactly does a plan limit?#

There are five numeric limits: the number of locations, catalogue items, connected devices, orders per month and auto-translation languages. The rest of the difference between plans is not limits but the features themselves — Subscription.

What happens if I hit a limit?#

Limits are soft: they stop you adding beyond the plan but never switch off what already exists. Guest order intake is not blocked by a limit at all — you only get a warning.

Can I change or cancel a plan?#

At any time. Upgrading, you pay the difference for the remaining period; downgrading, the new plan takes effect from the next payment — pricing.

Is there a discount for paying annually?#

The annual price depends on the plan and brand: compare it with twelve monthly payments on the Subscription page. There is no single discount for every plan.

Can I pay by invoice rather than by card?#

Yes. The “Subscription” page has an “Issue an invoice” button — convenient for a company and bank transfers; the same page offers PayPal and redirect providers for paying by card — Subscription.

What are AI credits and how do they differ from the balance?#

They are a separate balance for AI features (generating photos and descriptions, analysing calls). The subscription page shows the remaining credits, the monthly spend per feature, a bill forecast and a monthly cap — Subscription.

Are paid extensions part of the plan or separate?#

Separate: sections and integrations are bought as cards in the App store on top of the plan, and “Own website” is a subscription per location.

Countries and languages#

Which countries does the platform work in?#

The storefront, catalogue, POS and orders — in any country. What differs by country is fiscalization and online payment: there the list is specific — Fiscalization, Payments.

How many languages does the menu work in?#

Forty-five, with automatic translation. How many languages your account gets is set by the plan — QR menu.

Do I need fiscalization?#

It depends on the country and the type of activity: in some places an online till is mandatory for food service, in others a receipt is required for any settlement. Check the exact requirements with your accountant; what the platform can do is in Fiscalization.

In which countries is there a live fiscal receipt already?#

Full fiscalization currently works in Russia (54-FZ) and, as a tax invoice, in the United Kingdom, Australia, New Zealand and the UAE. For other countries see the status in Fiscalization.

How does the Russian contour differ?#

Accounts on cenaly.ru live in a separate cloud, have their own sign-in methods (Google sign-in is unavailable), and have no guest online payment yet. Core Finance reports work in both clouds; cash-shift history and channel health have separate limitations. Russian regulatory features — 54-FZ, Chestny ZNAK and EGAIS — are available only on the Russian brand.

Can locations be in different countries?#

Yes. Every location has its own country, currency, set of languages, taxes, tips and service charge — Multi-location.

Devices and hardware#

Does the guest have to install an app?#

No. The menu opens from a QR code in an ordinary phone browser — QR menu.

Do I need a dedicated POS appliance?#

No. The POS is a page in a browser on any computer or tablet, it installs “as an app” and keeps working when the connection drops — POS.

How do I connect a receipt printer?#

Through Cenaly Hardware Bridge — a Windows or Linux service on the same computer as the POS. The bridge discovers USB/LAN/Bluetooth devices itself; the macOS version is “coming soon” — Cenaly Hardware Bridge.

Can I print without a computer, “straight from the cloud”?#

No: printing always goes through a bridge on some PC. But you can print from another device — the command reaches the bridge through the cloud, so a waiter prints from their own phone to the printer behind the counter.

What hardware is supported?#

Receipt, kitchen and label printers, scanners, scales, customer displays, cash drawers, payment terminals, fiscal devices, cameras, SIP phones and gateways — an overview by class with the minimum kit per format: Hardware.

Are there mobile apps?#

Yes, for Android and for staff only: Admin, Service (waiter), KDS, Courier, POS, Rider and CRM. Sign-in uses the same credentials — Mobile apps.

Does the POS work without the internet?#

Yes: it rings up orders, prints and fiscalizes through the bridge, and everything that has to reach the cloud piles up in a queue on the device. The kitchen display does not work meanwhile — tickets travel through the cloud — If the internet goes down.

How many tills and bridges can I connect?#

Hardware is kept per location: each has its own bridge or several (universal, equipment, cameras, telephony), while the account hardware registry shows every bridge and device of every location at once.

Data and security#

Where is my business data stored?#

In the cloud of the brand you signed up under: masamenu.tr and cenaly.com are on AWS, cenaly.ru is on Yandex Cloud. In depth, including residency — Security and data.

Who on your team can see my data?#

Nobody by default. A support engineer enters the account only after you switch on “Support access” in the settings, and you revoke it in one click — Security and data.

Can I take my data with me?#

Yes, by yourself and without contacting support: Settings → Data export builds a ZIP (settings, catalogue, orders, customers, reviews), and there is also a quick catalogue CSV — Data export.

What does not go into the export?#

Secrets — PINs, integration keys, tokens and passwords — and photos: the files keep links to the images. A finished archive is kept for 7 days.

Do you store guests' cards?#

No. The guest pays on your payment provider's side, the money goes straight to your account with them, and card details never pass through the platform — Payments.

How do I delete my account?#

First build an export — after deletion there will be nothing left to take — then write to support. The request is fulfilled within 30 days of being confirmed. The procedure and what gets deleted — Account and sign-in.

What should I do if a password may have leaked?#

Change the password, revoke the device sign-in codes and switch off “Support access” if it was on, then write to us — Security and data.

Is there two-factor authentication?#

Not yet — it is in preparation (an authenticator app). We promise no dates; until then the sign-in is protected by a long password, a separate login for every employee and device codes with a PIN on shared tablets — Account and sign-in.

Where do I report a vulnerability in the platform?#

To a dedicated address — security@ on your brand's domain (for example security@cenaly.com) — not to general support — How to get help.

Do you make backups for me?#

We do not publish retention periods for internal copies and there is no “restore to a date” button in the panel, so make your own export before a bulk import or a catalogue clean-up — Data export.

If you have a website and work with guests from the EU or other countries with such requirements — yes. A banner in 45 languages, automatic tracker blocking and a consent log are part of the platform — Cookie consent.

Integrations#

Can I take orders from delivery aggregators?#

Connectors exist for Wolt, Glovo, Deliveroo and Yandex Eda. Receiving real orders depends on platform approval, the particular location settings and the connection mode. Check the connection card, exchange log and a test order before launch — Integrations.

Is there a 1C integration?#

Yes: importing items and counterparties from 1C:Accounting over OData (Russia, Belarus, Kazakhstan, Georgia) — 1C.

What works two-way right now?#

Evotor (catalogue, stock, orders, shifts, staff), WooCommerce (catalogue, orders, stock) and Saby Docs (EDI). Integrations with accounting systems are part of the Premium plan and above — Integrations.

My till or inventory system is not on the list — what now?#

Two routes: replace the third-party system with our POS (there are layout presets “like iiko” and “like r_keeper”), or move your data by file through the migration wizard — no API on the old system is needed — Migrating to us.

Can I upload a bank statement?#

Yes, by file already: “Counterparties” → the “Bank” tab, with operations matched to orders and documents. Direct API exchange with banks is planned.

Is there an API and webhooks?#

Yes — for orders, catalogue and the till, plus a headless storefront mode: Integrations, Headless, Cash server API.

Can I sell on marketplaces?#

The Ozon, Wildberries and Kaspi adapters connect in pilot mode; the other platforms of the world catalogue still work as a “Soon” request — Integrations.

Several locations#

Do I need a separate account per location?#

No. Locations live in one account, each with its own prices, hours, hardware and integrations — Multi-location.

Is the catalogue shared or per location?#

The catalogue is one per account: an item is created once, and a location picks what to show and overrides the price where needed.

How many locations can I open?#

One on the free plan; how many Basic, Premium and Enterprise allow is on the pricing page — we do not duplicate the numbers in the help centre so that they cannot drift apart. The limit is soft: it stops you creating a new location but does not switch off existing ones — Multi-location.

Does this suit a franchise?#

Yes: co-ownership of a location, role-based rights, network-wide analytics and the franchisee's own storefront branding — Multi-location.

Can I give a manager access to their location only?#

Yes, rights are configured per section and per location — Staff and shifts.

Partnership#

Who can become a partner?#

Any account owner: the “Partner program” section is switched on by a card in the app store, then an application is filled in. No separate login is needed — Partner program.

How much does a partner earn?#

Rates and the level are assigned by a platform representative after the application is reviewed; the current terms are visible in the partner cabinet. Until the application is approved a partner has no rates and no clients — and the section says so in plain words.

An implementer set us up — can we attach them to the account?#

Yes: the “Partner” block on the “Subscription” page accepts the partner's code or link. The partner will be able to sign into your account only with your consent — Partner program.

Help and onboarding#

What is the fastest way to find an answer inside the panel?#

Ask the AI assistant: it knows which page you are on, which country your location works in and which hardware is connected, and the ✨ spark next to a setting's heading explains that exact block — How to get help.

How do I reach a human?#

With the “🛟 Contact support” button at the bottom of the assistant panel, or by writing to support@masamenu.tr. What to attach so you do not exchange three e-mails — How to get help.

Where do I start on day one?#

With the checklist for your format — First day: what to switch on right away and what can honestly wait.

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