--- title: Manager – Frequently asked questions (FAQ) description: Manager – Frequently asked questions (FAQ) --- [Skip to content](https://hub.endorphine.ca/en/base-de-connaissances/foire-aux-questions-faq#main-content) - [English](https://hub.endorphine.ca/en/base-de-connaissances/foire-aux-questions-faq) - [French - Canada](https://hub.endorphine.ca/fr-ca/base-de-connaissances/foire-aux-questions-faq) English Show submenu for translations [![Endorphine](https://hub.endorphine.ca/hs-fs/hubfs/Logo%20Endorphine%20(1)%20(1).png?width=325&height=82&name=Logo%20Endorphine%20(1)%20(1).png)](https://hub.endorphine.ca/fr-ca/base-de-connaissances?hsLang=en) Open main navigation Close main navigation - - [English](https://hub.endorphine.ca/en/base-de-connaissances/foire-aux-questions-faq) - [French - Canada](https://hub.endorphine.ca/fr-ca/base-de-connaissances/foire-aux-questions-faq) English Show submenu for translations - [Soumettre une demande de support](https://tally.so/r/3NgA1W) [Soumettre une demande de support](https://tally.so/r/3NgA1W) This is a search field with an auto-suggest feature attached. - There are no suggestions because the search field is empty. 1. [Base de connaissances • Endorphine (en)](https://hub.endorphine.ca/en/base-de-connaissances?hsLang=en) 2. [FAQ](https://hub.endorphine.ca/en/base-de-connaissances/faq?hsLang=en) # Manager – Frequently asked questions (FAQ) ## Here are the questions most frequently asked by our partners: **Frequently asked questions** **1. What should I do if I encounter a technical issue on the platform?** If you experience an issue with Endorphine, our support team is here to help. You can contact us by email using the **Submit a support request** button located at the top right of the screen. **2. Can cancellation and refund policies be configured?** Yes, you can customize your **cancellation and refund policy** in the **Communications and legal texts** section to meet your needs and those of your customers. **3. How do I add a question to a form?** Go to the **Forms** section and click **Create**. Enter your question, select the response type (**Short answer** or **Choice**), add the options if necessary, define the frequency, and indicate whether the question is required. Then, assign the question to your form. **4. Can acceptance of the terms and conditions be required before purchase?** Yes, the **Terms and conditions of purchase** section allows you to add terms and conditions that customers must accept by checking a box before completing their purchase. You can also create custom statements in a form and add a specific **“I agree…”** option for certain activities or rental equipment, allowing them to be included directly in the purchase process. **5. How do I connect my Stripe, Square, or Nuvei account to accept payments?** Go to the **Payment** section, select **Stripe** or **Square**, then click **Connect**. You will be redirected to the selected service’s login page to connect your account. For Nuvei, please contact **support@endorphine.ca**. **6. Why aren’t my activities or rental equipment available for online purchase?** Make sure you have configured the availability of your activities and rental equipment under **Configuration \> Schedule**. Without this step, your activities or equipment will not be visible to customers. **7. Can transaction fees be added for customers?** Yes. Under **Settings \> Fees**, you can add fixed or percentage-based fees for each module, including **day passes, season passes, equipment rentals, donations, lodging**, and more. **8. How do I modify or delete an existing activity or equipment rental schedule?** Go to **Operations \> Schedules**, select the schedule you want to modify, then click **Edit** to adjust the settings or **Delete** to permanently remove it. This allows you to close availability for a specific day. **9. How do I add a member to my team?** In the **Team** section, click **Add**, enter the member’s first name, last name, and email address, then assign them a role. They will receive an email invitation to create their account, followed by a second email to confirm their new account. **10. What is the difference between the custom URL and the self-service URL?** **Custom URL:** Used to direct customers to your customized Endorphine platform. **Self-service URL:** Allows you to connect a compatible terminal and create self-service stations at your reception area. **11. Can I customize the order confirmation message sent to customers?** Yes. You can customize the confirmation message under **Communications and legal texts \> Order confirmation**. **12. How do I configure the taxes that apply to my products and services?** Go to **Settings \> Taxes**, select the applicable provincial tax, enter your tax registration numbers (GST, QST), and configure the GL codes if necessary. **13. Can I customize the ticketing terms used for my products?** Yes. Under **Settings \> Ticketing terms**, you can modify the terms used for **day passes, season passes, equipment rentals, lodging, donations**, and **packages**. **14. Where can I access my Endorphine administrator interface or the validation application?** You can access your Endorphine administrator interface using the following links: - **Administration:** https://admin.endorphine.ca/ - **Mobile Validator (validation application):** https://mobile-validator.endorphine.ca/ **15. An activity, rental, or lodging appears as unavailable online or when creating an order, but I cannot find the corresponding order.** There are several possible reasons: **Reservation in progress** One of your customers or employees may currently be booking the same item. If the order is not completed, the item will automatically be released after 30 minutes. **Quote created but not invoiced** A quote has been created, but no invoice has been issued yet. The items are therefore recorded at this stage but are not officially confirmed. **Order created through the point of sale (payment pending)** An order has been created, but payment has not yet been completed. The items are reserved for a maximum of 30 days unless payment is made earlier. To find these unconfirmed orders: 1. Search under **Orders**. 2. Enter the purchase period or activity period. 3. Filter by status. This allows you to easily find orders with a **Created** status that have not yet been confirmed. **16. I cannot update a customer’s email address** If you cannot change a customer’s email address, it means that the address is already associated with another account in our database. In this case, the two accounts (the one that needs to be corrected and the existing account) must be merged. To request an account merge, please contact our team at **support@endorphine.ca**. **17. Can I submit a payment or invoice retroactively?** No. Payments and invoices cannot be submitted retroactively in Endorphine. **18. Can I configure tax-exempt products?** Yes. Tax-exempt products can be configured only in the **Product catalog**. When creating your product, go to the **Applicable taxes** section at the bottom of the page and use the dropdown menu. You will have several options, including **No tax**. Save your changes to apply the configuration. **19. Can I connect an Airbnb calendar to the Endorphine platform?** Yes. You can connect an Airbnb calendar to the Endorphine platform by synchronizing it through **iCal**. To set this up, please contact the Endorphine technical team at **support@endorphine.ca**. **20. Can the reservation time be modified?** No, it is not possible to modify the reservation time. Once a customer’s order is added to their cart, the items remain reserved for **30 minutes**. If the order is not completed within this time or if the customer removes the reserved items from their cart, the items will become available again. - [Dashboard](https://hub.endorphine.ca/en/base-de-connaissances/dashboard?hsLang=en) - [Bookings](https://hub.endorphine.ca/en/base-de-connaissances/bookings?hsLang=en) - [Search](https://hub.endorphine.ca/en/base-de-connaissances/search?hsLang=en#main-content) - [Modify or refund an order](https://hub.endorphine.ca/en/base-de-connaissances/search?hsLang=en#modify-or-refund-an-order) - [Analysis](https://hub.endorphine.ca/en/base-de-connaissances/analysis?hsLang=en) - [Operations](https://hub.endorphine.ca/en/base-de-connaissances/operations?hsLang=en#main-content) - [Configuration](https://hub.endorphine.ca/en/base-de-connaissances/configuration?hsLang=en#main-content) - [Activities](https://hub.endorphine.ca/en/base-de-connaissances/configuration?hsLang=en#activities) - [Lodging](https://hub.endorphine.ca/en/base-de-connaissances/configuration?hsLang=en#lodging) - [Payments and terminals](https://hub.endorphine.ca/en/base-de-connaissances/configuration?hsLang=en#payments-and-terminals) - [Rental equipment](https://hub.endorphine.ca/en/base-de-connaissances/configuration?hsLang=en#rental-equipment) - [Optimization](https://hub.endorphine.ca/en/base-de-connaissances/configuration?hsLang=en#optimization) - [Team](https://hub.endorphine.ca/en/base-de-connaissances/team?hsLang=en) - [Mobile validator](https://hub.endorphine.ca/en/base-de-connaissances/mobile-validator?hsLang=en) - [Self-checkout](https://hub.endorphine.ca/en/base-de-connaissances/self-checkout?hsLang=en) - [FAQ](https://hub.endorphine.ca/en/base-de-connaissances/faq?hsLang=en) - [ZEC](https://hub.endorphine.ca/en/base-de-connaissances/zec?hsLang=en#main-content) - [Sectors, bodies of water, and quotas](https://hub.endorphine.ca/en/base-de-connaissances/zec?hsLang=en#sectors-bodies-of-water-and-quotas) - [Customer account](https://hub.endorphine.ca/en/base-de-connaissances/zec?hsLang=en#customer-account) - [Check-in and check-out declaration](https://hub.endorphine.ca/en/base-de-connaissances/zec?hsLang=en#check-in-and-check-out-declaration) - [Events](https://hub.endorphine.ca/en/base-de-connaissances/events?hsLang=en) [![Logo Endorphine (1) (1)-1](https://hub.endorphine.ca/hs-fs/hubfs/Logo%20Endorphine%20(1)%20(1)-1.png?width=250&height=63&name=Logo%20Endorphine%20(1)%20(1)-1.png "Logo Endorphine (1) (1)-1")](https://www.endorphine.ca/)  © Tous droits réservés