Setting up the kiosk: common questions

Short answers to the questions shops ask when they set up the kiosk. Each answer links to the full article.

The basics

What is the kiosk?

It turns a tablet at your counter into a customer check-in screen. Customers can book gear on the spot (Reserve now), pick up a reservation (Here to pick up) or return gear (Start return) without a staff member running the screen. See What the kiosk is: Staffed or Autonomous.

Where do I find the kiosk settings?

Click Kiosk in the left sidebar. The page has the Staff PIN card, the Lock this device card, and the Kiosk configuration card (with Try kiosk buttons).

Who can change the kiosk settings?

Anyone who can open the Kiosk page, which needs permission to change settings (owners, managers and staff by default). Only owners and managers can set or change the staff PIN. See Kiosk settings.

What is the difference between Staffed and Autonomous?

Staffed means someone is on site: the customer finishes their steps and a team member is notified to bring the gear out, and returned gear goes to staff to check. Autonomous means nobody is on site: the kiosk checks the customer out itself, shows a door code if you use igloohome locks, and can finish a clean return and release the deposit on its own. The two presets differ in only two settings, Gear hand-off and When the return finishes.

Can I change a setting after choosing a preset?

Yes, every setting stays editable. The line under Preset then changes from "Using the Staffed preset" to "Custom (based on Staffed)".

I never saved any kiosk settings. What does the kiosk do?

It runs as Staffed with everything switched on.

The staff PIN and locking a tablet

What is the staff PIN and who can set it?

It is the kiosk password: a code of 6 to 12 digits that staff type to lock a tablet into kiosk mode and to unlock it. It never signs anyone into your dashboard. Only owners and managers can set or change it. See Setting or changing your kiosk password (staff PIN).

How do I set the staff PIN for the first time?

On the Kiosk page, type 6 to 12 digits in New PIN, type them again in Confirm PIN, and press Save PIN. If the two boxes differ you see "The two PINs don’t match", and the page confirms with "PIN saved."

How do I change the PIN?

Type the new PIN in New PIN and again in Confirm new PIN, then press Change PIN. You do not need the old PIN, and the new one works right away on tablets that are already locked.

I forgot the PIN. What do I do?

There is no way to look it up. An owner or manager signs in on another device, opens Kiosk → Staff PIN, and sets a new one. Then tap Staff on the locked tablet and use the new PIN.

Why is "Save PIN" (or "Change PIN") greyed out?

It stays off until you have typed at least 6 digits. Only digits are accepted, up to 12.

How do I lock a tablet into kiosk mode?

On the tablet, open Kiosk, find the Lock this device card, type the staff PIN in the Staff PIN box and press Lock this device. You are signed out at once and the tablet shows only the customer check-in screen. It locks the device you are using, not another one.

Lock this device says "Set a staff PIN above before locking this device." What now?

No staff PIN exists yet. Set one first (an owner or manager does this). If you are not an owner or manager it says "Ask an owner or manager to set a staff PIN before locking this device." "Incorrect PIN" means the PIN you typed was wrong.

How long does a tablet stay locked?

30 days. The lock is kept in that tablet's browser, so after 30 days, or if the browser's data is cleared, the tablet shows the sign-in page and you lock it again.

Can customers still leave the kiosk screen?

A web page alone cannot stop someone leaving the browser. For a tablet left on a counter, also turn on Guided Access (iPad) or screen pinning (Android) in the tablet's own settings.

How do I exit kiosk mode?

Tap Staff, the small button at the top right of any kiosk screen, type the staff PIN in the Staff exit window and press Unlock device. The tablet goes to the sign-in page; sign in as usual.

"Unlock device" is greyed out, or it says "Too many requests".

Unlock device stays off until you have typed at least 6 digits. After 10 attempts within 5 minutes, counted across all your business's kiosks together, it says "Too many requests. Please try again later." Wait a few minutes.

Kiosk configuration

How do I choose which buttons customers see?

In Kiosk configuration → Options customers see, tick Reserve now, Pick up and Returning. Customers then see the matching buttons Reserve now, Here to pick up and Start return.

Why can't I untick the last option?

At least one button must stay on, so the last tick box left on is locked.

Why is there no Reserve now button on the kiosk?

It is switched off under Options customers see, or your business has no online storefront. Reserve now uses your normal online checkout, so it needs one. See Reserve now: booking a walk-in at the kiosk.

How do I add a tutorial video?

Under Tutorial video, choose Link and paste an https link from YouTube or Vimeo, or choose Upload and pick an MP4, WebM or MOV file up to 100 MB (keep the page open while it uploads). Customers then see a Watch how it works button on the home screen. Remove video takes it off once you save. Choosing a preset never changes your video.

Why does my video link get refused?

Only https links from youtube.com, youtu.be or vimeo.com are accepted. Anything else shows "Use an https link from YouTube or Vimeo (youtube.com, youtu.be or vimeo.com)."

Which steps can I require at pick-up?

Under Pick up, five tick boxes: Customer details, ID photo, Waiver, Pay remaining balance and Deposit hold. A customer only sees the ticked steps their booking has not already finished. If you untick all five, customers go straight to the hand-off. See Pick up at the kiosk.

What is "Gear hand-off"?

Staff hands over gear (alert staff) notifies a team member to bring the gear out. Self-serve (customer gets door code / grabs gear; booking marked Active automatically) checks the customer out on its own.

Which steps can I turn on for returns?

Under Return: Condition photos, Return checklist, Report damage, Review request and Tip. See Returning gear at the kiosk.

How do I set the tip buttons?

Tick Tip, and a Tip buttons area appears, set to 10, 15 and 20 percent. Use whole numbers from 1 to 100, all different. Customers also always get Custom amount and No tip. If two match you see "Use different whole numbers from 1 to 100 for every tip option." See Tips at the kiosk.

What is "When the return finishes"?

Staff reviews and releases deposit sends every return to a team member. Finish automatically when no damage is reported (deposit released automatically) lets the kiosk finish a clean return and release the deposit itself. The card warns that deposits release with no staff check unless damage is reported. See When automatic finish hands a return to staff.

Why is "Save kiosk settings" greyed out?

Nothing has changed yet, or a box has a problem (the card then says "Fix the highlighted fields to save."). After saving it shows "Saved."

I saved my settings but the tablet did not change.

Nothing changes on a tablet until you press Save kiosk settings, and a tablet already sitting on its home screen may need a refresh to pick up what you saved.

Try kiosk

How do I preview the kiosk without locking anything?

Press Try kiosk (top right of the Kiosk configuration card, or next to Lock this device). It opens your real kiosk screens on your own computer, using the settings on screen, saved or not, and only practice customers' bookings. Device size switches between Landscape, Portrait and Phone, Side by side keeps your settings usable next to it, and Close or Esc ends it. See Try kiosk.

Why does Reserve now say "disabled in preview"?

Pressing it shows "Reserve now uses your real checkout, so it's disabled in preview." because it would charge real cards. To test your checkout safely, use Try checkout with a practice customer.

Can I preview with a real customer's booking?

No. The preview only offers practice customers' bookings. Use Testing the kiosk with practice customers.