Question 1

What are your support hours?

Accepted Answer

Our support team is available Monday through Friday, 9:00 AM to 5:00 PM PST, excluding major holidays. For critical issues affecting app functionality (crashes, broken checkout, or pages not loading), call (866) 933-3277 for immediate assistance. Non-urgent requests sent to support@dopetech.ai will be addressed the next business day.

Question 2

How do I report a bug or technical issue?

Accepted Answer

Email support@dopetech.ai with a description of the issue, the time it occurred, the affected user's name, phone number, and device type (iOS or Android), and any screenshots or screen recordings. If the issue is blocking app usage entirely, include "Urgent" in the subject line or call (866) 933-3277.

Question 3

How do I contact support for urgent issues?

Accepted Answer

For urgent issues affecting app functionality, call (866) 933-3277. For non-urgent requests, email support@dopetech.ai and our team will respond within one business day during support hours.

Question 4

Do you offer live training sessions for staff?

Accepted Answer

Yes. We offer live onboarding and training sessions via Zoom to help staff get comfortable with app management, push notifications, and menu updates. To schedule a session, contact support@dopetech.ai.

Question 5

How do I request a new feature?

Accepted Answer

Email support@dopetech.com with a description of the feature you'd like to see. We review all requests and prioritize based on client impact and feasibility. You're welcome to include context on how the feature would help your team or customers.

Question 6

How do I add or remove users from my admin account?

Accepted Answer

You can manage users yourself in DopeHub. With All Stores selected, open Access Control under Admin, then select Invite User to add someone and assign their role, or open an existing user to edit or deactivate them. You'll need Access Control permission to do this, typically a Super Admin or admin-level role. For the full walkthrough, see the Managing Users and Permissions guide. If you need a hand, email support@dopetech.ai.

Question 7

Can different users have different permissions or roles?

Accepted Answer

Yes — user roles and permissions can be set on a store-by-store basis. This means a manager can have full access at one location but read-only access at another. Roles control what actions a user can take: managing menus, sending push notifications, viewing analytics, and more. Contact support to configure multi-location role setups.

Question 8

What if my customer already has an account in my loyalty program?

Accepted Answer

Customers still need to create a new account within your app; loyalty data isn't automatically imported. Once they log in using the same phone number or email tied to their loyalty account, their rewards balance and history sync automatically, usually within a few minutes of their first login.

Question 9

One of my customers forgot their password. How do they reset it?

Accepted Answer

There is no password function for the app. Customers log into the app by typing in their phone number, then the One Time Password (OTP) they will receive by SMS.

Question 10

Is there a cost to register an account in the app?

Accepted Answer

No. The app is free to download and customer accounts are free to create.

Question 11

Is there a limit to how many notifications I can send per day?

Accepted Answer

There's no hard system limit, but best practice is no more than 1-2 notifications per day. Sending too many can cause customers to disable notifications or uninstall the app entirely. We recommend spacing messages around high-intent moments like daily deals, flash sales, or event reminders, rather than pushing multiple times daily.

Question 12

Why aren't my push notifications reaching all users?

Accepted Answer

Incomplete delivery is usually caused by one of three things: customers opting out of notifications at the device level, OS-level delivery restrictions from Apple or Android, or the user's device being offline at send time. Our system retries failed deliveries automatically, but some messages may still be missed. If you're seeing consistent gaps, contact support and we'll pull your delivery logs.

Question 13

Can I schedule notifications in advance?

Accepted Answer

Yes. When you create a notification in DopeHub, the Schedule step has a "Schedule for later" toggle. Turn it on to pick the date and time you want it to send; leave it off to send right away. Scheduled notifications appear under the Scheduled tab on the Notifications page, where you can review or cancel them before they go out.

Question 14

Are there recommended strategies for using push notifications effectively?

Accepted Answer

Yes. A few that consistently work: keep titles short (a few punchy words land best on a lock screen), lead with the offer or reason to tap, and target a specific audience instead of blasting everyone, which protects your open rates. Time sends for when customers are active (check Peak Ordering Times in Analytics), add a deeplink so the tap lands on the right product or collection, and send a test to yourself first. Keep it to 1-2 sends a day at most. See the Sending Push Notifications and Best Practices for Push Notifications guides for more.

Question 15

How do customers opt in to push notifications?

Accepted Answer

Each time a customer opens the app, they're prompted to turn on push notifications, and they'll keep seeing that prompt until they opt in. That repeated nudge is intentional: it's the most effective way to grow your opted-in audience, and the more customers who say yes, the more reach your campaigns have. Once a customer has opted in, they won't be asked again.

Question 16

Can customers outside of my state download the app?

Accepted Answer

Yes, anyone in the U.S. can download your app. However, geofencing ensures only users within your state can access cannabis-specific features. Customers outside your licensed state will see a notice stating they need to be in a legal jurisdiction until they return to an approved location.

Question 17

Why is the app blocking users by location?

Accepted Answer

The app uses geofencing so that cannabis-specific features are only available to users physically within your licensed state, which is a legal requirement. Customers outside that area can still download the app, but they'll see a notice that they need to be in an approved location to shop. If a customer is in your state but still getting blocked, it's usually location services being turned off, a VPN making them appear out-of-state, or inaccurate device location; ask them to enable location services, turn off any VPN, and restart the app.

Question 18

A customer says they're in my state but are still getting blocked. Why?

Accepted Answer

This can happen if the customer has location services disabled, is using a VPN or proxy that makes them appear out-of-state, or their device location data is inaccurate. Ask them to enable location services, turn off any VPN, and restart the app. If the issue continues, contact support with their account details and we'll investigate.

Question 19

How is product data synced between the app and POS system?

Accepted Answer

Your menu syncs automatically from your POS or ecommerce integration, so you don't add or edit products by hand in DopeHub. Pricing, availability, descriptions, and images all flow in from your point-of-sale or ecommerce provider on a regular sync. When you make a change in your POS, it appears in the app after the next sync rather than instantly. If something looks wrong or out of date, see the Menu Not Syncing or Products Showing Incorrectly guide, or contact support.

Question 20

Why do some products not appear in the app for certain users?

Accepted Answer

A few things can cause this. Products only show to users who can legally see them, so age verification and your state's rules can hide certain items from some customers. Geofencing also limits cannabis products to users within your licensed area. And anything hidden, archived, or out of stock in your POS won't appear, since the menu syncs from there. If a product should be visible but isn't, check its status in your POS first, then contact support if it persists.

Question 21

What is DopeApps, and what's included?

Accepted Answer

DopeApps is your dispensary's own fully branded mobile app for iPhone and Android, built to look and feel like your store rather than a shared marketplace. You get full brand customization and control: your branding, colors, logo, banners, and layout, alongside your menu, deals, and the exact products you choose to feature. Customers can browse your menu, see your deals, and order ahead for pickup, with everything kept in sync with your POS. You manage it all from DopeHub: push notifications, app sections and banners, audiences, and analytics.

Question 22

Is my app available on both iPhone and Android?

Accepted Answer

Yes. Your app is built for both iPhone (iOS) and Android, and customers download it from the Apple App Store and Google Play, so you reach customers no matter which phone they carry.

Question 23

How do I make sure product images and descriptions look right in the app?

Accepted Answer

Product images and descriptions come from your POS or ecommerce integration and sync into the app, so the best place to fix a wrong image or description is in your POS, where it will update on the next sync. For any images you add yourself, like banners and App Section content, follow the sizing and format specs in the In-App Content Guidelines so they stay sharp on every phone.

Question 24

How do I update my store's logo or colors in the app?

Accepted Answer

You can update your in-app logo and colors yourself. With a single store selected, open Theme in the left navigation to manage that store's branding. For branding changes beyond logo and colors, or if you'd like a hand, email support@dopetech.ai.

Question 25

Can I feature special events, sales, or products in the app?

Accepted Answer

Yes. You have a few ways to surface featured content: build a Collection to group products around a theme or sale, place banners and image blocks on your home and offers pages with App Sections, and set deals with Specials. You can also announce any of it with a push notification and deeplink the tap straight to the product or collection. See the Building Product Collections That Drive Sales and Customizing Your App with App Sections guides.

Question 26

How can I encourage app downloads from new customers?

Accepted Answer

A few proven tactics: put QR codes at the register and around the store with a clear reason to scan ("Download our app for app-only deals and loyalty rewards"), have budtenders mention the app and any first-download incentive at checkout, and promote it on your website and social channels. App-exclusive deals and loyalty perks give customers a reason to install and keep coming back. See the Marketing Your Mobile App guide for more ideas.

Question 27

Where can I find the Terms of Service and Privacy Policy?

Accepted Answer

You can find the Terms of Service and Privacy Policy links in the footer of your DopeTech-powered website.

Question 28

How do I make sure product images look right on my site?

Accepted Answer

Your website menu pulls product images and details from your POS or ecommerce integration, so the cleanest fix for a wrong or low-quality product image is to update it at the source in your POS; it will refresh on the next sync. For the best results, use high-resolution images so they stay crisp on both desktop and mobile.

Question 29

Can I feature products or specials on my website?

Accepted Answer

Yes. The collections and specials you build carry through to your DopeSites storefront, so you can spotlight featured products and deals for your online shoppers, not just in your app.

Question 30

How are online payments handled?

Accepted Answer

Payment happens in store, not online. Customers browse and place their order through your DopeSites storefront as a pre-order, then pay when they pick up in person. Your site handles the ordering; the transaction itself is completed in-store.

Question 31

Will my website show up on Google?

Accepted Answer

Yes. Your DopeSites storefront is built to be found on Google, and because your menu is built right into the site, you get stronger SEO than a typical setup where an ecommerce provider just links out to a separate menu. With your products and pages all on one integrated site, search engines can index your full menu, which helps customers find you.

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