Common questions
Details and location
I can't see Facility Location. Where is it?
If you don't see Facility Location, your brand manages addresses centrally. Ask your organisation admin to change the address.
Google can't find our address. What do I do?
Switch to MANUAL INPUT and enter the address yourself, then drag the map marker to the facility. This is common for new developments, units inside shopping centres and buildings on a campus. See Enter the address by hand.
What should the facility name be?
The suburb or location only, for example Lower Manhattan or Soho. The brand is shown separately, so leave it out of the name. See Primary details.
Where do I publish the facility or change its online profile?
In Website & Directory, not in Facility & System Configuration.
Time zone
Our doors and screens switch at the wrong time. Why?
Check the time zone first. Every schedule at the facility runs in it, so a wrong time zone shifts them all. The time zone is set automatically from the facility's map position, so also check the Facility location. See Time zone.
Why can't I save the time zone?
You must choose a time zone from the list. Otherwise you'll see "Please select a valid timezone from the list before saving."
Hours
What's the difference between staffed and unstaffed/extended hours?
Staffed Hours are when the facility is "Open with staff on site." Unstaffed/Extended Hours are when it's "Open, but may not be staffed", such as a gym's 24/7 member access or a coworking space after reception closes. Features such as screens and music can behave differently in each.
We close for lunch. Can a day have more than one period?
Yes. Click Add hours again on the same day to add another period, for example 9:00am - 12:30pm and 1:30pm - 5:00pm.
We close after midnight. How do I enter that?
A period can't run past midnight. End the day at 11:59pm, then add a 12:00am period on the next day, for example 12:00am - 1:00am on Saturday for a Friday late close.
How do I set the same hours on every weekday?
Set one day, click Copy on it, choose Weekdays, click Copy to, then click Save changes. "This replaces any existing hours on the selected days." See Copy hours to other days.
I changed our hours but nothing changed on site.
Check that you clicked Save changes in the bar at the bottom of the page. "Devices can take up to 15 minutes to pick up changes saved here." Wait, then check again. If a screen still doesn't follow the hours, check that Display Automations uses Facility staffed hours. See How hours are used.
Holidays
Do I have to add public holidays myself?
No. "Public holidays for your region are added automatically two months in advance." They use your Default Holiday Hours unless you give one its own hours. See Holiday hours.
Are we closed on a holiday with no hours?
Only if there are no unstaffed/extended hours that day. "Holiday hours replace your staffed hours on that date. Unstaffed/extended hours still apply, so a holiday with no hours falls back to the unstaffed hours for that day, and is only closed if there are none."
How do I set hours for a training day or a one-off closure?
Add a holiday block: click Add Holiday Block, enter a Holiday Name such as Staff Training Day or Stocktake, choose the Date and set the Hours on this day. See Add a holiday block.