Support

We typically reply within 1–2 business days.

Have a question or running into a problem? Start with the most common topics below — if you don't find your answer, reach us directly using the contact details at the bottom of this page.

Getting started

How do I use the app?

Scan a Halo QR code with your phone's camera or the App's built-in scanner. The App will open the menu, room services, and chat for the venue you're visiting. No account, no sign-up.

The QR code didn't work — what now?

Make sure the QR code is fully inside the camera frame and well-lit. If it still doesn't open the App, try typing the short code printed under the QR into the manual entry screen. If the code is damaged or missing, ask the venue staff for a fresh one.

Do I need to download anything to use Halo Guest?

No. The QR experience works in the browser too. The native App adds offline-friendly features, push notifications when your order is ready, and Apple Pay support.

Orders & payments

How do I place an order?

Open the menu, tap items to add them to your cart, then tap Checkout. Confirm your table or room, choose your payment method, and place the order. The venue staff receives it instantly.

How do I pay?

You can pay with Apple Pay (iOS), or a credit/debit card. Payments are processed securely by Stripe. We never see your full card number.

Can I cancel an order?

If the venue hasn't started preparing your order yet, you can cancel it from the order screen. Once preparation has started, cancellation is at the venue's discretion — chat with staff directly through the App.

I was charged incorrectly. What do I do?

Refunds for food, drink, or service are handled by the venue. Open the order in the App and send a message — or speak to staff at the venue. If you believe there was a payment-system error, email us at the address below and we will help investigate.

Chat & AI assistant

Is the AI a real person?

No. Halo AI is a machine-learning assistant trained on the menu and policies of the venue you're visiting. For real human help — including emergencies — tap "Talk to staff" in the chat or just ask the AI to escalate.

Can I trust what the AI tells me?

For most questions yes, but always confirm critical details (allergies, dietary restrictions, prices, medical or legal matters) with venue staff before relying on them. AI can be wrong.

How do I report a wrong AI answer?

Long-press the AI message and tap "Report." This helps us improve the assistant for everyone.

Notifications, location & permissions

Why does the App ask for notifications?

So the venue can tell you when your order is ready, your room is made up, or staff has replied to a message. You can decline and still use everything else.

Why does it ask for location?

Only when you request something that needs it — for example, delivery to your specific room, or to confirm you're at the venue. We don't track your location in the background.

How do I revoke a permission?

On iOS, go to Settings → Halo Guest. On Android, go to Settings → Apps → Halo Guest → Permissions.

Privacy & account

Do I have an account?

No traditional account. Your visit creates a temporary session that expires when your stay ends. You can read our full Privacy Policy for details.

How do I delete my data?

Session data is automatically deleted after your visit. If you'd like us to remove any retained order or chat history sooner, email the address below with the venue name and approximate visit date.

Technical issues

The App is slow or crashing.

Try the usual fixes first: force-close and reopen the App, restart your phone, make sure you're on the latest version. If it keeps happening, email us with your device model, OS version, and a short description of what you were doing.

I'm seeing the wrong language.

Tap the language switcher inside the App (top of the menu or chat). If your language isn't listed, the venue hasn't enabled it yet — let us know which language you'd like to see and we'll pass it on.

Contact us

Still stuck? We're happy to help.

When you write to us, please include:

• The venue name (if applicable)
• Your device model and OS version
• A short description of what happened and what you expected to happen
• A screenshot if you have one

For payment disputes, please also include the approximate date, time, and amount of the transaction.