FAQ

Getting started

How long does setup take? Two to three hours for a first proper pass, most of it in decoration methods and pricing rules. The setup wizard gets you usable in about ten minutes.

Can I try it without a card? Signup takes a card and gives you 14 days. Nothing is charged inside the trial, and cancelling inside it takes nothing.

Do I have to move my existing jobs across? No, and you should not on day one. Quote new work in Printer's Friend, run your existing open jobs to completion the old way, and move over in week two. There is a suggested schedule in the go-live checklist.

Can I import my customers and my catalogue? Yes. Customers by CSV, catalogue by supplier sync or CSV. See customers and catalogue.

Pricing and quoting

Will it quote the way my shop already quotes? If your prices come from quantity breaks, colour counts, customer rates and setup fees, yes. If they come from an experienced person's judgement, you will have to write that judgement down as rules, which most shops find worth doing anyway.

Can I override a price on one quote? Yes, on custom lines. But if you are overriding often, change the rule instead. Hand-edited lines are invisible to your pricing logic and stay wrong.

Does it handle multi-position printing? Yes. A front and a back are two lines, each with its own method, colour count and setup fee, which is how the cost actually behaves.

Can different customers have different prices? Yes, through price lists plus a matching customer discount rule. Both, not one: the price list drives what they see, the rule drives what the engine calculates.

Production

Do I have to use the kanban? No, but the automations hang off stage changes, so a shop that does not advance stages loses the customer notifications, the stock movements and the reporting. Advancing by barcode scan takes two seconds.

Can I change the stage names? Yes, in workflow stages. Keep Dispatched last: it is what closes an order and issues the invoice.

Does the floor board need special hardware? No. Any TV with any small PC, stick or spare tablet driving a browser.

Can two people use the board at once? Yes. A move pushes to every open board in the shop in real time.

Customers and the portal

Do my customers need an account to approve artwork? No. The approval link is signed and time-boxed for 7 days and needs no login. Portal customers can also approve from inside the portal.

Can a customer see another customer's work? No. Isolation is enforced at the data layer, so a request for another organisation's record returns a 404.

Is the portal branded to me or to you? To you: your name, your accent colour, your copy. See customer portal.

Data

Who owns my data? You do. Export customer activity, invoices and reports at any time, or use the API on Premium and above.

What happens to my data if I cancel? The workspace drops to Free entitlements and the data stays. Export what you need before cancelling; see billing.

Can you see my data? Support can access a workspace to resolve a ticket. Demi passes your data to Anthropic's Claude as context per query and it is discarded, not used for training.

How do I handle a deletion request? The customer can request it from the portal's privacy page, and deletion anonymises personal identifiers while retaining financial records, which is what retention law requires. See privacy.

Money

Can I take payment by bank transfer only? Yes. Put your bank details in the invoice template's payment instructions and record payments manually. Stripe is optional.

Does it do my bookkeeping? No. It issues and tracks invoices and pushes them to Xero or QuickBooks. Your accountant keeps the ledger.

Is tax handled correctly? Your region sets a tax label and rate, applied at the end of the pricing pipeline. AU and UK have correct national defaults; US and EU workspaces must set their own rate. See tax and invoices.

Which currency am I billed in? The one you chose at signup, which also sets your tax region. NZ shops are billed in AUD.

Plans

Which plan do I need? Usually decided by how many people need a login, not by features. Every plan includes the whole product. API and webhooks need Premium. See plans and limits.

What is an "open order"? An order not yet dispatched or cancelled. Completed work does not count against the limit.

What happens if I hit a limit? The action is refused with a clear message. Nothing is deleted and nothing breaks silently.

Does the AI cost extra? No. It is included, with a monthly query cap by plan.

Hardware and access

What do I need to run it? A browser. See what you need before you start.

Does it work on a phone? The shop-floor surfaces and the portal do. The full workspace wants a laptop for quoting and admin.

Is there an app? No, and there does not need to be. The floor surfaces are built for tablets and add to the home screen like an app.

Can I use my own domain? Yes, workspaces run on a subdomain by default, and a custom domain can be configured. Ask support.