FAQ
About the apps
Section titled “About the apps”How many Sitora apps are there? Four: Sitora for guests, Sitora Pro for staff, Sitora Biz for owners, and Sitora Courier for couriers.
Do I need a separate account for each? No. One account works everywhere. Each app shows what your account is allowed to do there.
Can I use two apps at once? Yes. An owner who also works shifts uses Biz and Pro. Install both.
Which languages? English, Russian and Uzbek, in all four apps, set per person.
Do they work offline? You can usually see what was loaded last, but almost nothing can be changed offline. That is deliberate: recording a decision against an out-of-date picture causes worse problems than waiting.
Accounts and access
Section titled “Accounts and access”Why does it keep asking me to add a second sign-in method? Because with only one, losing it means losing the account — nobody at Sitora can restore it. For accounts with authority over money the prompt cannot be dismissed.
I have no access in Sitora Pro. Who do I ask? Someone at your restaurant: a branch admin, a manager, or the owner. Sitora cannot grant access to a restaurant it does not own.
My access disappeared mid-shift. Someone changed it. Ask them.
Can Sitora support get me into my account? Not if it has only one sign-in method and you have lost it. Hence the prompt.
Ordering
Section titled “Ordering”Can I change an order after placing it? No. Submitted orders are fixed. Order again — at a table it joins the same visit.
Can I cancel? Until the branch starts preparing it. After that the button is gone because the food exists.
Why does it need to know my table? So the food reaches you. A member of staff confirms you are there before it is treated as a table order.
I ordered more later. Is that a second bill? No. At a table, later orders join the same dining session, and the session has a visit total.
Why is a dish greyed out? The branch has run out or switched it off. It returns by itself.
Why is the same dish a different price at another branch? Because prices are per branch. That is the intended behaviour, not an error.
Payment
Section titled “Payment”I paid — why does it say unpaid? A payment counts once the restaurant confirms it. Transfers are reviewed by a cashier.
Can I get a refund in the app? No. Refunds are made by the restaurant, and through the payment provider where one was involved. Ask on the order chat.
Can a courier mark my order paid? No. Cash goes to the restaurant and a cashier confirms it. There is exactly one route to paid.
Delivery
Section titled “Delivery”How is the delivery fee calculated? A base fee covering a base distance, plus a charge per additional kilometre, where a started kilometre counts as a whole one. Some branches deliver free above an order value. Each branch sets its own numbers.
Why did the fee change when I moved the pin? The fee follows distance, and the pin is the distance.
Why does “Finding a courier” take so long sometimes? Deliveries are offered, not assigned. At busy times an offer may go round more than once.
Does Sitora navigate for the courier? No. Sitora computes distance and fees; the courier’s own map app does the routing.
For staff
Section titled “For staff”Why can I not see a button I had yesterday? Your role, or the state of the thing, does not allow that action now. The apps do not draw buttons that would fail.
Why do I have to hold instead of tap? For actions with real consequences. It is a deliberate speed bump.
Why does it ask for a reason? So “who changed this, and why” is answerable later. The reason is part of the record.
Can I fix a mistake in the record? You record a correction. Nothing is edited or deleted, ever.
Is the earnings figure my wage? No. It is an estimate derived from operational records. Sitora is not a payroll system.
For couriers
Section titled “For couriers”Who approves me? Sitora’s requirements are automatic — no person decides. Restaurants approve you separately, in person.
Why did my offers stop? Check your standing screen: off shift, a pause, a suspension, or an outstanding requirement. It says which.
Is a pause the same as a suspension? No. A pause lifts by itself and records nothing against you. A suspension stops you working and may be appealable.
Can I see which restaurant complained? No, only totals and reasons. That anonymity is what keeps feedback honest.
Does Sitora pay me? No. Payment is between you and the restaurant. The app shows what you earned.
For owners
Section titled “For owners”Can I change my plan myself? You request it; Sitora actions it. Which also means nobody can move your business between plans without you.
Can I delete something from the audit trail? No — and neither can Sitora. Record a correction instead.
Can I add a branch without asking Sitora? Yes. Only the initial restaurant needs review.
Can I export my data? Yes, as an encrypted archive with a password you set. Keep the password — Sitora cannot open it for you.