Skip to content

Support

How can we help?

Answers to the questions venues ask most, and a real person on email when you need one.
  • Email support

    Write to support@drapper.com. We reply within one working day, Monday to Friday.

  • Book a call

    Setting up, training a new team or moving from Roller? Book a video call and we’ll walk you through it.

  • Something urgent?

    If you can’t take bookings or payments, put URGENT in your email subject and we’ll look at it first.

Getting started

How do I set up my venue?

Start a free trial and pick the kind of venue you run. You can add example products to get going, then change your name, opening details and booking page look under Manage › Venue.

How do I add an activity with sessions and capacity?

Go to Manage and create an activity. Set its sessions, prices and how many people each session can take. Customers can then book it online and your team can sell it on the till.

How do I add my team?

Go to Manage › Staff, add each person, and choose what they can do. Press “Invite to log in” and they get an email to set their password. Front-desk staff can use a PIN on the till instead.

How do customers find my booking page?

Your booking page has its own web address, shown under Manage › Venue. Point the “Book now” button on your website and social pages to it.

Payments and Square

How do I connect Square?

Go to Manage › Venue and press Connect with Square. Sign in to Square, approve the connection and choose your location. There are no API keys to copy.

When do I get paid?

Card payments go straight into your own Square account and are paid out on your normal Square schedule. We never hold your money.

What fees will I pay?

Your plan is a flat monthly fee with no booking fees on top. Square charges its own card rates, which you can see in your Square dashboard.

What happens if I disconnect Square?

Online booking and card payments stop until you connect again. Your bookings, customers and reports stay as they are.

Bookings and refunds

How do I cancel or refund a booking?

Find the booking with Look up or from the session on the calendar. Open it, then choose Cancel booking or Refund part of it. Card refunds go back through Square to the card that paid.

Can I see who is booked on a session?

Yes. Open the session from the calendar to see everyone booked, their add-ons and their answers to any booking questions.

How do promo codes work?

Create them under Manage › Promo codes. Set the discount and when it can be used, then share the code with customers to enter when they book.

The till and front desk

How do I set up a till on a tablet?

Create a till profile under Manage › Till profiles, then pair the tablet by opening the link or scanning the code with its camera. Staff then log in on it with their PIN.

Can I take card payments on a Square Terminal?

Yes. Connect Square under Manage › Venue first, then link your Square Terminal to a till profile.

How do I cash up at the end of the day?

Open Cash-up, count the drawer and save. You can look back at earlier cash-ups, and Manage › Reports shows your takings for any day, week or month.

Waivers

How do I set up a waiver?

Write your waiver under Manage › Waivers. Customers sign it online after booking, or at the venue on a waiver iPad.

How do I set up a waiver iPad at the front desk?

Under Manage › Waivers, add a waiver iPad, choose which waiver it shows, and open its link on the iPad. It stays on the signing screen for customers.

Memberships and gift cards

How do memberships get paid?

Set up your plans under Manage › Memberships. Members save a card once and Square charges it each month or year, straight into your account. Start one for a customer from Memberships › New membership, or let them join online.

How do gift cards work?

Sell them online or on the till. Each one gets a code the customer can spend at the till or when booking. You can see and manage them under Manage › Gift cards.

Can I export my data?

Yes. You can export customers, bookings and takings whenever you like, and you can take your data with you if you ever leave.

Can’t find what you need? Email support@drapper.com with your venue name and what you were trying to do, and we’ll help.

New to Cove Flow?

Try it free for 30 days. No card needed to start.