Business account
I paid but my venue was never created
Email support@fidella.app and we will finish the setup for you. Do not sign up a second time: your subscription already exists, and starting again would create another one on the same card. Nothing is charged during your free start, so there is time to sort this out before any bill.
Almost every signup lands in the admin area within seconds. Occasionally the step that builds your venue fails after your payment details are accepted, and that leaves your subscription in place with nothing attached to it.
What we do
The failure alerts us, so in most cases we are already working on it before you write in. We finish the setup by hand, using the business details you gave us at signup, and the venue appears in your admin area with your free start intact. Nothing about your billing changes: your free 30 days run from when you signed up, and your first bill still falls on the 8th.
What not to do
Do not go back through signup. Your subscription is real even though your venue is not. A second signup means a second subscription on the same card, and untangling that takes longer than fixing the first one. The page you land on will not offer you a retry for this reason.
Reaching us
Email support@fidella.app from the address you signed up with. Tell us your business name if you can. You do not need to quote anything else, because your email address is enough for us to find both your signup and your subscription.
Common questions
Have I been charged?
Not during your free start. Checkout puts a card on file and starts your subscription, but the first 30 days are free and nothing is billed until your first bill on the 8th. Tell us before then and there is nothing to refund.
Should I just sign up again?
No. Your subscription already exists, so signing up again would create a second one on the same card. Email us instead and we will finish the venue you already paid for.
How long does normal setup take?
A few seconds. The page that says it is setting up your venue almost always lands in the admin area before you finish reading it.
Will I lose the details I typed in?
No. Your business name and country were saved before checkout, and we use the same details when we finish the setup. Your currency follows your country, so there is nothing else to re-enter.
What do you need from me?
The email address you signed up with. That is enough for us to find your signup and your subscription.
Related terms
- SiteOne venue: the unit loyalty, branding, staff and billing all attach to.
- Site adminSomeone who administers a venue: its rules, branding, offers and team.
- Free start periodEvery new venue is free for its first 30 days, then until its first bill on the 8th. Granted once per venue.
- Subscription bandThe price step a venue sits on, set by its active loyal customer count.
Still stuck?
Send us the details and we will pick it up. The form opens with "Business account" already selected.