SUPPORT

Zairo Support

A real person answers. Email us with what happened and we will get you unstuck — most questions are resolved in the first reply.

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zairoaiops@gmail.com  ·  Response within 24 hours
Contents
Getting help What to include Accounts & access FAQ Product guides
Getting Help

How to Reach Us

Email zairoaiops@gmail.com. That is the support channel for everything — a report that did not arrive, a schedule that looks wrong, a locked-out manager, a billing question, a bug, or a feature request. We aim to respond within 24 hours, and faster during restaurant hours.

If something is actively blocking a store — nobody can sign in, a schedule will not publish, the morning brief did not go out — put URGENT in the subject line and name the store number. That gets it triaged first.

Two addresses, and which one you want. zairoaiops@gmail.com is the one on this page and it reaches a person — use it for support, billing, account questions, privacy or deletion requests, and security reports. reports@zairoai.com, which you will also see inside the product and on a few pages of this site, is the automated report-intake mailbox: it is where operators forward their daily and weekly store reports so Zairo can read them. Mail sent there is not lost, but it lands in the queue that processes reports rather than in front of a human, so anything that needs an answer should go to the first address.

Before you email about a missing report: check that yesterday's report actually landed in the reporting mailbox, or that the file finished uploading in the portal. A report that never arrived is the single most common cause of a missing morning brief, and you can usually confirm it in under a minute.

Faster Answers

What to Include

You do not need to write a formal ticket. But the more of this you can give us up front, the fewer round trips it takes:

  • Which part of Zairo — the operator dashboard, the schedule portal, the HR admin area, or the mobile app
  • The email address on your account, so we can find you (never send us your PIN or password — we will never ask for it)
  • The store number and, if it matters, the date or the schedule week
  • What you expected to happen, and what happened instead — in that order, in one sentence each
  • The exact error message, or a screenshot of the screen you are stuck on
  • Where you were — desktop browser, phone browser, or the iOS app; and for the app, your iOS version and the app version

Screenshots are welcome. Please do not send us employee Social Security numbers, bank details, or copies of government IDs — Zairo does not store those and we do not want them in an email thread.

Accounts & Access

How Accounts Work

Zairo is a business-to-business tool. Accounts belong to the restaurant business that subscribes, and that business decides who gets one.

  • Operators subscribe and get an owner account. Their area directors, area leaders, and general managers are provisioned with a role and a store assignment, and each person chooses their own PIN or password on a one-time setup screen at first sign-in — nobody at your company, and nobody at Zairo, ever sees it.
  • Managers and crew are added by their manager in the schedule portal and receive an emailed link to set their own password.
  • Nobody signs themselves up inside the mobile app. The app is a client for accounts that already exist.

Note for App Store reviewers and anyone evaluating the app: the Zairo iOS app has no public registration flow by design — it is deployed to the staff of restaurant businesses that subscribe to Zairo, and their accounts are provisioned by their employer. Demo credentials for review are supplied in the App Store Connect review notes. If those credentials do not work, email zairoaiops@gmail.com and we will issue a fresh set the same day.

The Create Account link in this website's navigation is a web-only path for a restaurant owner buying Zairo for their business. It does not exist anywhere in the iOS app, and the app contains no sign-up, no plan selection, and no way to pay for anything — it opens on a sign-in screen and goes no further without credentials that already exist. Account deletion, by contrast, is in the app: see "How do I delete my account?" below.

FAQ

Common Questions

How do I get a Zairo account?
Accounts are provisioned by the restaurant business that subscribes to Zairo — you never create one yourself. For the operator portal (the dashboard and HR admin), your account is set up for you with your role and store assignment; the first time you sign in, a one-time Secure your account screen asks you to choose your own PIN or password and three security questions, so nobody else ever knows your credential. For the schedule portal, your manager adds you and emails you an invite link that walks you through setting your own password. There is no public self-signup inside the mobile app. If your business is not on Zairo yet, an owner can create an operator account on the web — that path exists on this website and in a desktop browser only, never inside the iOS app.
How does my store's data get into Zairo?
Three ways, and you can use any combination. Email — forward or auto-route your daily report email to the reporting mailbox set up during onboarding; Zairo reads the report and its attachments and processes them automatically. Upload — drop the report file (XLS, PDF, or CSV) into the portal. Square — connect your POS and daily sales pull on their own. Invoices and receipts can also be photographed in the app and read into expense records.
My morning brief did not arrive. What happened?
Almost always the source report did not land. Check that yesterday's report reached the reporting mailbox (or was uploaded) before the pipeline ran. If the report is there and the brief still did not go out, email us the store number and the date and we will look at the run.
I forgot my PIN. How do I get back in?
Reset it yourself, from the sign-in screen. Type your email address into the email box first, then click Forgot PIN? — the small link directly under the Access Portal button. If that address has an active account, Zairo emails you a reset link; open it and choose a new PIN. The link is good for 48 hours, and completing the reset revokes every session your old PIN had open. For your protection the screen shows the same neutral message whether or not the address is registered, so it never reveals who has an account.

If the email does not arrive, or your account has not been activated yet, email support from the address on your account and we will get you back in. On the schedule portal there is no self-serve reset: employees are reset by their manager, who sends a single-use link that expires in 24 hours — the manager never sees the new password.
How do I add a user or an employee?
An employee, in the schedule portal: a manager adds them with their position, pay rate, trained stations, and maximum weekly hours, and they get an emailed link to set their own password. Employees who leave are deactivated rather than erased, so their history stays intact, and they can be reactivated on rehire.

A user with operator-portal access (owner, area director, area leader, or general manager): email us their name, work email, role, and store and we will provision the account — they choose their own PIN on first sign-in. The Invite New User form on the portal's Team tab is a different thing worth not confusing: it emails a link that connects a Telegram account to a Zairo profile that already exists, for chat and alerts. It does not create a portal login.
What does the Zairo mobile app do?
It bundles the operator dashboard and the schedule and HR portals behind one sign-in. Managers get schedules, publishing, store numbers, and HR records; crew get their own schedule, availability, and time-off requests. If you allow notifications, the app can also push the same alerts that trigger SMS; it adds camera capture for invoices and paper documents, and optional Face ID unlock. Everything the app shows is the same data as the web portals — it is one account, not a separate one.
How do I turn Face ID off, or move the app to a new phone?
Sign out. Signing out clears the saved sign-in from your iPhone's Keychain, so the next launch asks for your PIN or password again. There is no separate Face ID switch — signing out is the control, and deleting the app removes the saved sign-in too. Note that a session simply timing out does not clear it: that is the case Face ID exists for, so you just unlock and carry on.

Sign out before handing the phone to someone else. That is exactly what this behaviour is for — without it, the next person could Face-ID straight into your account.

Changing phones needs nothing special: enable it again on the new device after your first sign-in. And you rarely have to clean up by hand — if your PIN or password changes or is reset, the saved copy stops working and the app deletes it and asks you to sign in normally. Skipped the offer and changed your mind? An Enable Face ID button appears on the sign-in screen. Your face or fingerprint itself is never stored by Zairo and never leaves the device; iOS only tells the app whether the check passed. The privacy policy has the full detail.
Do I need a POS integration to use Zairo?
No. Email or upload works on its own, and plenty of stores run that way. Connecting Square just removes the daily step and lets you sync your team roster.
Can another restaurant see my numbers?
No. Access is scoped by operator and by store on the server for every request — not hidden in the interface and trusted from the browser. An owner sees their own market, an area leader their area, a general manager their store, and an employee their own schedule and records.
How do I delete my account?
Sign in to the operator portal — the web dashboard or the iOS app, they are the same portal — and click the button labelled Privacy in the top navigation bar, right next to Log Out. There is no separate settings menu; that button is the path. It opens a Delete my account dialog.

A general manager, area leader, or area director types DELETE and re-enters their PIN. An owner gets the operator-wide version instead — deleting an owner on their own would strand their team — which asks for the operator name, the phrase I understand this is irreversible, and the PIN, then cascades through the whole team. Either way your sessions are revoked, your profile is anonymized, and a confirmation is emailed to you. See the privacy policy for exactly what is removed and what is retained.
Is Zairo available in Spanish?
Partly, and here is exactly how far it goes today. The schedule portal — the team-facing surface where crew see shifts, availability, and time-off, and where managers build the week — has an Español toggle on both the sign-in screen and the main screen, in the browser and in the iOS app. SMS and push alerts are written in the language set on each user's profile. Everything else is English only right now: the operator dashboard, the HR admin area, and the emailed reports and PDFs have no Spanish toggle yet. If Spanish across the operator dashboard matters to your team, tell us — it moves up the list when operators ask for it.
Who do I ask about my own employee record?
Your employer. Your schedule, pay rate, availability, time-clock punches, and HR documents are your employer's records, kept in Zairo on their behalf — your manager or HR contact can change them directly. If you cannot get a response, email us and we will route the request to the right administrator at your company.

Still stuck?

Send us the store number and what you were trying to do. We answer within 24 hours.

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