Help centre
Answers, and a human when you need one.
The questions we actually get asked, answered plainly. If yours is not here, write to us. Support is people who know the product, not a ticket queue that asks you to restart the terminal.
help@fizzy.fi, the fastest way in for existing customers.
In your language
English, Suomi, Dansk, Svenska, Türkçe.
Response times
Every plan is answered within one business day. Scale gets a priority queue, Enterprise a named contact and an agreed response time. See plans.
Service status
Live platform state and incident history on the status page.
Setting up your counter.
How long does it take to go live?
A single counter with a clean product list is usually live within a few days of the hardware arriving. The step with the longest lead time is the payment agreement, so we start that first.
Multi-outlet rollouts are scheduled outlet by outlet, so you are never closed while switching.
Can you import our existing products, prices and menu?
Yes. Send a spreadsheet, a menu file, or an export from your current system. We import it, then go through the VAT category on each line with you before you open.
Do you train our staff?
Yes, and it is included. Training a till team normally takes an afternoon. Each person gets their own account, so every sale, void and refund carries a name in the ledger.
Can we run Fizzy on hardware we already own?
Often, yes. Fizzy runs in the browser and on our terminals, and it works with standard thermal printers, scanners and cash drawers. Send us the model numbers and we will tell you honestly what will work and what will fight you. Card acceptance has to go through certified payment hardware.
Daily operation
Running the shop.
What happens if the internet goes down?
You keep selling. Fizzy is offline-first: sales are recorded and sealed locally, then synced when the connection returns. Nothing is lost and nothing is re-keyed by hand.
Card payments depend on the terminal and the acquirer, so offline card acceptance follows Worldline's rules, not ours.
A cashier rang up the wrong item. Can it be corrected?
Yes, corrections are normal business. What is not possible is making the mistake disappear. The original entry stays in the ledger and the correction is appended with a reason, a timestamp and the staff member who made it. That is precisely what makes the record defensible in an audit.
Can I see today's numbers without being in the shop?
Yes. Sign in from anywhere, or ask Onni in your own language on WhatsApp, Telegram or the web. Answers come from the live sealed ledger and cite the sales behind them, so the figure you get is the figure in the books.
How do multiple outlets work?
Each outlet has its own counters and staff, and you see them separately or combined. Stock is shared across store and webshop on Growth and above. Plan limits are on the pricing page, and chains are quoted individually.
Is there a kitchen display, or does the kitchen still get paper?
There is a screen. A line rung at the till appears on the kitchen board the moment it is sealed, pushed to the screen, and each order is edged in the colour of how long it has been waiting: fresh, working, late. Bumping a line on one screen clears it on the others, so two people on the same pass never make the same dish twice.
Any terminal already paired to the outlet can run as a kitchen screen, so it is a mode on hardware you already own. Kitchen tickets on paper are a separate printer, and today the board is the screen.
Can guests order from the table with a QR code?
Yes. Each table has its own code that opens your live menu, and what a guest sends lands in an approval inbox on the register, not in your sales. A member of staff accepts or rejects it, and only an accepted order is rung, on the till that accepted it. Two registers cannot both accept the same one, and a table can have five orders waiting at once.
Guests order, they do not pay. The tender still runs through your certified terminal at the table or the counter, which is what keeps the payment and the sealed record on one flow.
Payments
Cards, MobilePay and reconciliation.
Who processes the payments?
Worldline, which Fizzy is integrated and certified with. Card data never touches your device or our servers. Read more on the partnership page.
Do I have to change my card agreement?
To use certified in-flow payments, card acceptance runs through Worldline. We start that agreement with you during onboarding and we tell you the pricing before you commit to anything.
What if the payment succeeds but the sale fails, or the other way round?
That mismatch is the failure mode the whole system is designed around. The tender, the receipt and the sealed entry are one flow, and anything that does not reconcile is flagged rather than quietly netted off. If something is genuinely stuck, it appears as an exception for a human to resolve, with both sides of the story preserved.
Can we take MobilePay and other local methods?
Yes, MobilePay is supported alongside card and contactless. Tell us which methods your customers actually use in your market and we will confirm what is available there.
Compliance & accounting
The part your accountant cares about.
What can I hand to the tax authority?
Daily Z-reports and SAF-T exports, plus the full sealed journal for any period. Every entry is hash-chained to the one before it, so you can verify the sequence yourself.
We provide the records and the exports. Filing and the final judgement remain with you and your accountant.
Does Fizzy handle VAT correctly for my sector?
VAT is classified line by line, with sector-aware rates configured during setup and reviewed with you. Rates differ between Denmark, Finland and Sweden and between categories in the same shop, which is exactly why it is set at the product line as the sale is rung.
How does Fizzy connect to our accounting system?
What is ViDA 2030 and does it affect me?
ViDA is the EU package that moves VAT reporting towards real-time, machine-readable data across the union. If you sell in the EU, the direction of travel is that your sales records must be structured and tamper-evident rather than reconstructed later. Fizzy is built that way now, so you meet the deadline without a project.
Account & billing
Plans, data and leaving.
Can I change plan later?
Yes, up or down. Plans are monthly or yearly, and outlets, products and cashier accounts are the things that usually move you between them. See pricing.
Where is our data stored?
In the EU, with tenant isolation, under GDPR. The Trust Centre covers hosting, sub-processors and the security model, and the DPA covers the contractual side.
If we leave, do we get our data?
Yes. Structured exports of your sales, products and ledger are available at any time, including on the way out. There is no lock-in and no export fee. Your legal retention obligations for sales records outlive your subscription, so take the export.
Something is broken right now. What do I do?
Check the status page first for a known incident, then email help@fizzy.fi with your outlet name and what you saw. If sales are blocked, say so in the subject line and it goes to the top of the queue.
Not finding it? Just ask.
A real person reads every message, and usually it is one of the two people who built the thing.