Getting started

Before you start

Have these ready. A notebook or a spreadsheet is fine.

• Your businessName, phone, email and address. A logo if you have one. Your tax number if you want it on documents.
• Your propertiesThe name and address of each property, and each unit in it with its rent.
• Your landlordsIf you manage for other people: each landlord's name, phone, email and how you pay them.
• Your rentersName, phone and email. For each lease: the unit, start and end date, rent, the day rent is due and the deposit.
• How renters pay youYour bank account and mobile money details, as you want them printed on rent invoices.
• Your peopleName and email of each person who will use the system, and the job they do.

Everything works in a phone browser. On a phone the menu opens from the button at the top left. It has every page, under the same headings as on a computer.

First-day setup

Do these in order. Each step uses what you entered in the one before.

1. Sign up

Open Start free trial. Enter your business name, your own name, email and a password, and say whether you own the properties you manage, manage them for other landlords, or both. Choose a plan: every plan starts with a free trial, and you can compare them under Plans.

Choose your country and currency with care. The country sets your clock, the dialling code for phone numbers and the mobile money options you start with. The currency is used for every amount.

You are signed in straight away and we send a welcome email. The first screen is a short checklist. It stays until you add your first property or press Skip for now.

2. Fill in your business details

Open Settings (under Account). Under Business details, add your phone, email, address, tax number and logo. They are printed on letters, rent invoices, receipts and statements. Press Save business details.

You can still change the country and currency here, but only until you record money. Country and currency are fixed once money has been recorded, so amounts already saved keep their meaning.

Under Clock, check the timezone. Dates you record, such as the day rent was paid, are read against this clock.

3. Add your branches

You start with one branch called Head Office. It is your main branch. If you have more than one office, open Branches and press Add branch. Give each one a name and a short code.

Your plan sets how many branches you can have; the page shows how many you have used. To change a branch's name, code or contact details later, press Edit beside it. A branch you no longer use can be marked inactive there, but not removed, and it still counts towards your plan. The main branch always stays in use. Only the owner and admins add or change branches.

4. Say how renters pay you

Open Payment methods. You start with cash, bank transfer, card, cheque and your country's mobile money networks. Switch off the ones you do not use with Deactivate, and add any others with + Add method.

To print your bank or mobile money details on documents, press Edit on a method, fill in How renters pay you this way and tick Show on rent invoices and statements. Those details then appear under "How to pay" on every rent invoice and rent statement, with the reference the renter should quote.

5. Add your staff

Open Staff and press Add staff member. Enter their name and email and choose a role. When you save, you see a one-time password. Give it to them: it is shown only once, and they must choose their own password the first time they sign in.

Under What they can see, choose Everything or Only what I select, then tick the branches and properties. A person limited this way never sees records from other properties, including in reports. Owners and admins always see everything.

Your plan sets how many staff accounts you can have. An account you deactivate no longer counts, and the person is signed out at once. Only the owner and admins manage staff.

Already have your records in a spreadsheet?

Steps 6 to 9 can be done from spreadsheets instead of by hand. Open Settings and, under Import what you already have, press Import from a spreadsheet. The first-run checklist links to the same page. There is one file for each of landlords, renters, properties, units and leases, imported in that order because a unit names its property and a lease names its unit and renter.

For each one, download its template, fill it in, save it as CSV and press Check this file. You are shown every row: what will be created, or why the row is refused. Nothing is saved until you confirm, and a file is imported whole or not at all, so you are never left with half of it. A file can hold up to 500 rows. The page lists every column and the values it accepts, and says exactly how one row finds another record; when a name could mean two records the row is refused rather than guessed.

Imported leases are drafts. Nothing is charged, no unit is marked occupied and nobody is emailed until you activate each lease, as in step 9. An import never sends an email or a text message. Your plan's limits on properties and units apply as usual.

Money is not imported: no payments, no arrears and no opening balances. Once a lease is active, rent is charged for every period from its start date, so the start date is how you say where a renter stands. For a renter who is paid up, use the first day of the next period they will pay for. For a renter who owes you rent, use the first day of the earliest period that is not fully paid; those periods are then charged, and any part already paid is recorded as a payment. Only the owner and admins can import, on every plan, and each import is written in the activity log.

6. Add your landlords

Your own business is already in Landlords, marked You. Use it for properties you own. If you manage for other people, press Add landlord for each one and enter their contact details and how you pay them.

Enter the email address now if you have it. You need it to email the landlord their statement.

7. Add your properties and units

Open Properties and press Add property. Give it a name, branch, type and address, and choose its owner from your landlords. You can attach proof of ownership or a management agreement as a PDF or picture.

Then add each unit: open the property and press Add unit, or use Units. Enter the unit's name, type and rent. A single house is one property with one unit.

Your plan sets how many properties and units you can have.

More than one owner. Open the property and press Manage owners. List each owner and the share they hold. The shares must add up to 100%, and the property's first owner stays on the list. Rent you record from then on is shared between the owners in those proportions, and each owner has their own balance, statement and disbursement. The shares of a payment always add up to the payment: when they do not divide evenly, the odd cent goes to the property's first (primary) owner. No owner's share ever goes below zero: on an amount of a few cents shared between four or more owners, a cent too many comes off the largest share instead. Rent already recorded is not changed. If one unit belongs to different people from the rest of the property, open the unit and set them under Owners of this unit.

Your management fee. If you manage a property for a landlord, open the property and press Add agreement. Choose the landlord, enter your fee as a percentage of the rent you collect and, if you hold back tax for the landlord, the percentage withheld. Press Save agreement. From then on the fee and the tax are taken off every rent payment you record for that landlord. The property page shows what happens to each 100 of rent collected. With co-owners, each owner has their own agreement. Until a landlord has an agreement, no fee is taken.

Management agreements lists them all. Change terms changes the fee for rent recorded afterwards, and End agreement… stops it. Neither changes payments or disbursements already recorded. Only the owner and admins set owners and agreements; an accountant can look at them.

8. Add your renters

Open Renters and press Add renter. A renter can be a person or a business. Enter their phone, and their email if they have one: invoices, receipts, reminders and statements are sent by email.

To correct a detail or add an email address later, open the renter or the landlord and press Edit. When you email a document you can still type a different address for that one copy.

9. Write the leases

Open Leases and press Draft lease. Choose the unit, the renter and the landlord. Enter the start and end dates, the rent, how often it is paid, the day it is due, any days of grace, the late fee and the deposit. Press Save draft.

A draft changes nothing yet. You can download it with Download lease PDF for signing. When both sides have signed, open the lease and press Activate lease. The unit is then marked occupied and rent charges begin from the lease's start date. If the start date is in the past, a note above the button says how many rent periods will be charged when you activate; if the earlier ones were already paid, edit the draft first. Rent cannot be recorded on a draft lease.

Check a draft before you activate it. While it is a draft you can change anything with Edit draft. Once a lease is active it can no longer be edited.

When a renter sub-lets

What it is for. Sometimes a renter lets their unit, or a room in it, to someone else and asks you to collect that rent too. The renter is then the head tenant, the person renting from them is the sub-tenant, and the agreement between them is a sub-lease. The renter's own lease, the head lease, carries on unchanged, and the unit stays occupied because of it: a sub-lease does not count as a second let unit in your occupancy figures.

Setting it up. Open the renter's active lease and, under Sub-leases, press Add sub-lease. Choose the sub-tenant or type in a new one, say whether the sub-lease covers the whole unit or a part of it, and enter the dates, the rent, the day it is due and the deposit. The dates must fall inside the head lease's dates. Enter Your admin fee (% of each sub-rent payment) if you charge for handling the sub-let, or leave it empty for none. You are not asked for a unit or a landlord: the unit is the head lease's, and the landlord of a sub-lease is always the head tenant. Press Save draft.

The property's landlord has to agree to a sub-let. Tick the approval on the form when you have it in writing, and attach the letter to the sub-lease. Then press Activate sub-lease. From then on the sub-tenant is charged rent, gets invoices, reminders, receipts and statements, and can use the renter portal, exactly like any other renter. Several sub-leases can run at once on one unit when each covers a part of it; one that covers the whole unit runs alone. A sub-lease cannot itself be sub-let.

Where the money goes. Rent a sub-tenant pays belongs to the head tenant, less your admin fee. The property's landlord gets nothing from it; they are paid from the head tenant's own rent, as before. With a fee of ten percent, a tenth of each sub-rent payment is your income and the rest is owed to the head tenant. To change the fee later, open the sub-lease and press Change admin fee…: the new percentage applies to payments you record afterwards, never to ones already recorded.

What you owe a head tenant is on their renter page, under Sub-rent, with their ledger, their sub-rent statements and what they owe on their own lease. You pay them the way you pay a landlord, with a disbursement. Rent the head tenant owes you is not taken out of their sub-rent for you: both figures are shown side by side when you draft the disbursement, and you decide.

When the head lease ends. A sub-lease cannot outlive its head lease. When you terminate a head lease you are shown its sub-leases by name and asked to confirm: the active ones end on the same date and any still in draft are cancelled. The same happens when a head lease runs out. Rent a sub-tenant still owes can be collected afterwards and still goes to the head tenant.

Daily and monthly work

Rent charges

You do not type rent charges. Each active lease gets a charge for every period, with its due date, made automatically overnight. They are listed under Rent charges on the lease page, where Generate next period(s) makes any that are due straight away. Each charge has a rent invoice you can open as a PDF or email to the renter.

Recording a payment

Open Rent payments and press Record payment, or use + Record payment on the lease. Choose the lease, the date, the amount and how it was paid, and add the transaction reference if there is one.

The payment is put against the oldest unpaid charge first. If the renter pays more than they owe, the extra is kept as a credit on the lease. A payment entered by mistake can be cancelled with Void payment…; you give a reason and the charges go back to unpaid.

Money that is not rent, such as an application fee or a deposit, goes under Other payments. Payments received lists everything received for any dates, today by default, with a total for each payment method.

Receipts

Every payment gets a receipt number. On the payment page, Download receipt PDF opens the receipt and Send receipt by email emails it to the renter.

Each receipt carries a QR code and a short code, so the person holding it can check it is genuine. Your renter, their employer's accountant or a bank officer scans the code, or types it at the receipt checking page, and sees that your business issued the receipt, its number, the date, the amount, who it was received from (and the name of anyone who paid it in for them), and whether it still stands. A payment you void reads as cancelled there. Nothing else is shown: not the property or unit, no balance, no phone number, no payment reference. The code is also on the payment's page, under Verification. To print receipts without it, open Settings and untick Print a verification code on receipts; every receipt keeps its code, so you can switch it back on.

Arrears and reminders

A charge not paid by its due date is marked overdue overnight. If the lease has a late fee, it is added once, after the days of grace. The bell at the top of the page shows how many leases are in arrears, and the Overview shows the rent outstanding.

To remind one renter, open the lease and press Remind beside the unpaid charge. To have reminders sent for you, open Settings, then Emails to renters and landlords, and switch on Automatic rent reminders. They are off until you switch them on. You choose the days: before the due date, on it, and after it. To begin with they are set to 3 days before, on the due date, and 3, 7 and 14 days overdue. Reminders go by email from 8 in the morning, your time, only to renters with an email address, and at most one per lease per day.

Paying landlords

When you record rent on a lease whose landlord is someone else, the amount is added to what you owe that landlord. If the landlord has a management agreement, your fee and any tax withheld are taken off at the same moment. If the property has several owners, the payment is shared between them first. Landlord ledger shows the balance for each landlord and property, line by line.

To pay a landlord, open Disbursements and press + Draft disbursement. Choose the landlord, the property and the dates. An owner or admin then presses Approve. After you have sent the money, press Record payment…. Download statement PDF gives the landlord's statement and Email statement to landlord sends it.

The disbursement and the landlord's statement show the rent collected, your fee, the tax withheld, any expenses charged to the landlord and what is left to pay. Each co-owner gets their own. Drafts are also prepared for you overnight for landlords with a balance. Nothing is paid until a person approves it and records the payment.

Expenses

Open Expenses and press + Record expense. Choose the date, category, amount and, if it applies, the property, unit and vendor. Keep the people you buy from under Vendors. A vendor's page adds up what you have spent with them, property by property, and a property's page adds up what was spent on it, vendor by vendor.

Not paid yet? Record the expense as pending. When the money goes out, open the expense, press Mark as paid…, give the date it was paid and how, and press Mark as paid. The expense keeps its own date and the payment is entered in your accounts on the date paid. Owners, admins, branch managers and accountants can do this. To take an expense out altogether, press Void expense… and give a reason: it stays on the list as voided, and a reversing entry dated that day removes it from your accounts.

A cost the landlord bears. For a repair or bill on a property you manage for someone else, tick Chargeable to landlord?. A paid expense is then taken off what you owe that landlord and appears as a deduction, with the expense's number and description, on their ledger and on their next statement. On a property with several owners it is shared between them in their ownership shares, the same way rent is. The expense's own page shows who bears it and how much. If the deduction is more than you owe the landlord, their balance goes below zero and is shown as owed to you; it comes off the rent you collect next.

The tick does nothing on a property your own business owns, or on an expense with no property, and the form says so. An expense recorded as pending is not deducted yet: it is deducted on the day you mark it as paid. When the shares do not divide the cost evenly, the odd cent goes to the property's first (primary) owner, as it does for rent. Voiding the expense puts the deduction back. A disbursement you have already drafted is not changed: the deduction comes off the next one.

Money requests: asking for money, and approving it

Instead of a paper chit: staff ask for money for supplies, transport or a small repair, an approver says yes or no, and what is paid out becomes an expense by itself. It is on every plan. (A repair a renter reports is a maintenance request, further down; this is your own staff asking the business for money.)

Ask. Open Money requests and press New request. Say what it is for, the amount, when it is needed and the category of expense it will be. Choose a property if the money is for one property. A quote or a photo can be attached (PDF, JPG, PNG or WebP, up to 10 MB), and more can be added later. Every member of staff except an auditor can ask, and follows the answer under My requests. The person who asked can cancel a request until someone has decided it.

Decide. The owner, admins and branch managers approve requests. They see what is waiting under Waiting for me, as a number beside Money requests in the menu, and on the bell. Press Approve to approve it as it is, or type a lower amount with a note saying why: the amount can be lowered, never raised. To refuse, press Reject… and give a reason; a request cannot be rejected without one, and the person who asked sees it. Nobody approves their own request, except the owner. A rejection is final; the person can press Ask again, change what is needed, and the new request keeps a link to the old one.

A second approval for larger amounts. Open Settings and fill in the amount under Requests for money. A request approved for more than it then also needs the owner: it waits for the owner after the first approval and cannot be paid out until then. If the owner gives the first approval, that one is enough. Leave it empty and one approval is always enough. Only the owner changes this amount, and changing it does not alter requests already decided. If nobody in your business has the Owner role at the moment, your admins do both instead, and the request's history says so.

Pay out. The owner, admins and accountants pay out. Approved requests are under To pay out: open one, give the date and how it was paid, and press Mark as paid out. The expense is entered for you, on that date, in the request's category and against its property, for the amount approved, and the two link to each other. A receipt can still be attached afterwards. Until it is paid out, an approved request can be cancelled by an approver, with a reason.

For example: a property officer asks for 200,000 for printer toner; the branch manager approves 150,000 with the note "one cartridge is enough for now"; the accountant pays out 150,000 in cash. The expense is 150,000, and the request shows both figures and the note.

If the expense is voided later. The request stays paid out, because the decision and the hand-over happened, and its history gains a line saying who voided the expense and why. The expense leaves your accounts as any voided expense does. If the money really was spent, record the expense again under Expenses.

The record. Every request has a number and, under What happened, a line for each step with the name and the time. PDF to file or print gives the request on your letterhead. Staff limited to certain properties or branches see and decide only the requests of those, and always their own.

Maintenance

Open Maintenance and press + New request when something needs fixing. From the request, + New work order gives the job to a vendor with an estimated cost. Add labour and parts to the work order as the job goes on. When the job is done, completing the work order can record the cost as an expense. If the vendor has not been paid yet, leave that expense pending; the work order's page then shows it with a Mark as paid… button for when it is.

Approving costly jobs. If you want large jobs agreed before they start, open Settings and fill in Work orders estimated above this amount need approval. It is empty to begin with, which means no work order needs approval. Once it is set, a work order whose estimate is above that amount waits for approval: it cannot be started, have labour or parts added, or be completed, and its page says why. An owner, an admin, or a branch manager for their own branches presses Approve or Decline with a reason, and the bell at the top of the page shows them how many are waiting. Work orders made from a preventive schedule follow the same rule.

Raising an estimate above the amount with Save estimate sends the work order back for approval. Lowering the estimate, or changing the amount in Settings, does not undo an approval already given. Work orders that existed before you set the amount are not affected. Only the owner and admins change the amount.

For work that repeats, such as servicing, set a schedule under Preventive maint. and the work orders are made for you. Inspections keeps move-in, move-out and routine inspections.

The renter portal

The portal is included in the Growth, Pro and Enterprise plans. When you activate a lease for a renter who has an email address, they are sent a link to set a password. The link works for 7 days. They then sign in on the same sign-in page as you.

If the invitation did not arrive. Open the renter (or the lease) and look at Renter portal. It says where the renter stands: no portal account, invited on a date and not yet signed in, active with the date they last signed in, or access switched off. Press Send again and they get a new link; any link sent before stops working. You can send again once every 5 minutes. If the email address was wrong, correct it on the renter's page first: the next invitation goes to the new address, and that is what they sign in with. A renter with no email address cannot have a portal account until you add one. To remind several renters at once, open Renters, choose Invited, never signed in, tick up to 25 of them and press Send again to selected.

If email is not working. The page tells you plainly when an invitation was not emailed, and why. An owner, an administrator or a branch manager can then press Give a one-time password. The password is shown once on your screen; pass it to the renter by phone or WhatsApp. It works for 72 hours, and the renter must choose their own password the moment they sign in with it. To close a renter's portal for any reason, press Switch access off; it stays off until you switch it on again.

In the portal a renter sees their lease, their charges and what they owe, their payment history with a receipt for each payment, and notices you post. They can report a maintenance problem, which arrives in your maintenance requests. When their last lease ends, their portal access is paused.

Paying from the portal. Under Payments the renter sees what they owe and how to pay you: the payment methods you ticked Show on rent invoices and statements in step 4. They pay you that way, then press I've paid beside the charge and give the amount, the date, how they paid and the transaction ID or slip number. No money passes through the portal, and nothing changes on their account yet.

You are told by email, the bell shows it, and the lease is marked. Open Payment claims, check your bank or mobile money statement, then press Confirm and record payment. The usual payment form opens, filled in from what the renter said; change anything that differs from what you received and save. Only then does the renter's balance go down. If you cannot find the payment, press Decline… and give a reason. The renter sees whether it was confirmed, with their receipt, or not confirmed, with your reason, and gets an email either way. Anyone who records rent payments can confirm or decline.

Post notices for renters under Bulletin board, for one property or for everyone.

Documents and emails

Keeping files with your records

You can attach PDFs and pictures to a property (a title deed), a lease (the signed agreement), a renter or landlord (their ID), an inspection (photos) and a management agreement. Open the record, choose the kind of file and press Attach. Files are kept private. Each download uses a link made for the person who pressed it, which stops working after a few minutes, so a copied link is of no use to anyone else. Staff see only the files of records they are allowed to open.

Statements

A renter's page has Rent statement: choose the dates and press Download PDF. It shows the opening balance, charges, payments and closing balance, with "How to pay". A landlord's statement comes from each disbursement.

Letters

Open Letters and press Write a letter. Choose the kind of letter:

• Rent increase notice
• Notice to vacate (lease termination)
• Lease renewal offer
• Rent arrears letter
• Letter to a renter
• Letter to a landlord

The draft is filled in from your records: names, unit, lease, rent and what is owed. You type what the records cannot know, such as the new rent or the date to leave. When it reads right, an owner, admin or branch manager presses Finalise. The letter then gets a reference number and can no longer be changed. It is printed on your letterhead, with your logo and business details.

Emailing a document

Rent invoices, reminders, receipts, statements and finalised letters can all be emailed from their own page. You see the email first, with the address it will go to. You can type a different address for that one copy. Press Send email. The email goes out under your business name with the PDF attached, and replies come to your business email.

Changing the wording

Open Settings, then Emails to renters and landlords. There is one email for each of these:

• Rent invoice
• Rent reminder
• Payment receipt
• Rent statement
• Landlord statement
• Letter
• Renter says they have paid (to you)
• Payment you reported: confirmed
• Payment you reported: not confirmed

Press Edit to change the subject or the text. Words in double braces are filled in for each email. You can switch an email off, and Put back the default wording undoes your changes.

What was sent

Every email is recorded with the date, the address, who sent it and whether it went. Look under Documents emailed on the renter's or landlord's page, or under Emailed on the receipt, disbursement or letter.

Staying on top

The dashboard. Overview is the first page after you sign in. It shows occupancy, rent collected this month, rent outstanding, money received today, leases ending soon and open maintenance. What you see depends on your role.

The bell. The bell at the top lists what is waiting for you: disbursements to approve or pay, payments your renters say they have made, leases in arrears, maintenance requests waiting, and leases about to end. Tap a line to open the list.

Reports. Reports has occupancy, arrears, rent collection and landlord statements. Each has an Export CSV button to download it as a spreadsheet. Reports, with Journal and Chart of accounts, are included in the Growth, Pro and Enterprise plans.

The performance page. Business performance shows occupancy over time, rent billed against rent collected, arrears by age, income and expenses, and vacant days for each property, for the period you choose. It is included in the Growth, Pro and Enterprise plans.

Email summaries. Open Settings, then Email summaries. Choose every morning or every Monday, and tick the staff who should get it. It goes out after 7 in the morning, your time. Each person's summary only covers what their role and their properties allow. Send me one now lets you see one first.

Activity log. Activity log records who did what and when: see Activity log below.

A page your plan does not include shows a small lock in the menu. Opening it tells you which plans have it.

Activity log

Activity log is the record of who did what in your business, and when. The owner, admins and auditors can open it. It is on every plan.

What is written down. Every time someone adds, changes, voids, approves, sends or exports something: signing in and out and wrong passwords, staff accounts and roles, settings, properties and units, renters and landlords, leases, rent invoices and payments, payments renters report from the portal, expenses, requests for money, landlord disbursements, maintenance, letters, attached documents, imports and exports, webhooks and API keys, and your subscription. What the system does by itself (rent invoices, late fees, reminders) is there too, shown as "The system". Looking at a page is not recorded.

How it reads. Each line is a sentence: who, what, and to which record. An attempt that was refused or did not work is marked Did not go through. Before and after opens an edit and shows what each detail was and what it became.

Finding something. Filter by dates, person, area, property and outcome, or type a name or a number in Search. On the page of a lease, a renter, a property, a payment, a request for money or a work order, History lists what happened to that one record.

It cannot be changed. Entries are never changed or deleted, by anyone. Passwords, keys and the contents of files are never written in it, and for a renter's or landlord's contact details it says which detail changed, not the detail itself.

Taking a copy. Export CSV downloads what your filters show as a spreadsheet. Only the owner and admins can export the log, and the export is itself written in it. Staff limited to certain properties or branches see the entries of those, and their own.

Staff roles

The role decides what a person can do. What they can see, by branch and property, is set separately on their staff page. The staff form shows the same details when you choose a role.

"Can change" means add, edit and cancel. "Can only view" means look but not change. Your plan still decides which pages are switched on.

Plans

Every plan includes properties, units, renters, landlords, leases, rent, receipts, reminders, landlord disbursements, expenses, maintenance, letters, emailing documents, email summaries and exporting your data. The plans differ in how much you can add and in the extras below. For prices, see Pricing.

Staff accounts are the people who sign in to run the business. Renters who use the portal do not count. When you reach a limit, the page tells you, and you can move to a bigger plan when you pay for your subscription. Your Settings page shows what you have used under Your plan's limits.

Paying for your subscription

Open Subscription and press Renew or pay.

1. Choose the plan and how long to pay for. You can pay for one month, three months, six months or a year. The page shows the amount and a reference to quote.
2. Pay Neptunes. The page lists the ways to pay that are open to you: by mobile money merchant code, by bank, or in cash at the office. Quote your reference.
3. Tell us you have paid. Under 3. Already paid? Tell us, enter how you paid, the amount, the date and the transaction ID or deposit slip number, and press Send to Neptunes.

Neptunes checks the money and renews your subscription, usually within one working day. Until then the page shows your payment as waiting. Your subscription is not renewed by the form alone.

Who may pay. Only the owner, or an accountant or cashier at the main branch, can pay the subscription. Admins can open the page but cannot pay.

When a trial or a paid period is about to end, a notice appears at the top of every page. If a subscription runs out and is not renewed in the days of grace that follow, the account is suspended until it is paid. The people who may pay can still sign in and open Subscription. Your records stay as they were.

Your data and security

Import. To bring in landlords, renters, properties, units and leases from spreadsheets, see Already have your records in a spreadsheet? above. The file you upload is not kept.

Export. Open Settings and, under Your data, press Export my data. You get one zip file of spreadsheets with everything the business has recorded. Only the owner and admins can do this, on every plan, and each export is written in the activity log.

Your records are yours alone. Each business's records are kept apart from every other business's. Staff limited to certain branches or properties cannot reach the rest.

Passwords. A password needs at least 8 characters. After 5 wrong passwords within 15 minutes, signing in with that email address is locked for 15 minutes. If you forget yours, use Forgot? on the sign-in page and we email you a link; setting a new password that way also lifts the lock. An owner or admin can also give a staff member a new one-time password from Staff.

Signing out. If you leave a page open and do nothing for 30 minutes, you are signed out. On your own phone or computer you can tick "Keep me signed in on this device" when you sign in; it lasts 30 days and only brings you back after you have closed the browser. Do not tick it on a shared computer.

When someone leaves. Deactivate their account under Staff. They are signed out at once and can no longer sign in.

Getting help

When you are signed in, open Help & support. Say what it is about, give it a subject and write your message. If something is not working, tell us what you did, what you expected and what happened instead. The message goes to the Neptunes support team with your business name and role, and we reply to your account email, usually within one working day. Every staff role can use it.

Not signed in yet? Use the contact page.