Accounts

Can I have multiple accounts?

Yes, Circle-Hand doesn’t have any user limits. So you can log in from as many devices as you like. You can use the same email address across all devices. Most shops prefer using one shared inbox so that all notifications and emails land in one place (e.g. sell@circle-hand.com), but we can change the login email at any time if needed. The login stays valid for longer than 7 days. We will also add the options to add more email logins in the next updates: https://www.circle-hand.com/roadmap

How to add Circle-Hand to your home screen

Here is how you can add Circle-Hand to your home screen on iPads & iPhones:

Open Circle-Hand in Safari on your device
Click on the Share button
Click on ‘Add to home screen’
Here is a 10 second video tutorial

I get logged out from Circle-Hand too often

Your login should stay valid for more than 7 days per device. If that is not the case, most likely it is related to local settings on the device. On iPhones and iPads, Safari or the system can block or clear the login cookie. Since we cannot access your device directly, the best way is to rule out the most common settings that cause logouts:

(Remove the saved Circle-Hand app from your Home Screen first)

1. Turn off Private Browsing
Open Safari. If the address bar is dark and says “Private,” switch back to regular browsing.

2. Allow cookies
Settings → Safari → Advanced → Block All Cookies → make sure this is off.

3. Try with Prevent Cross-Site Tracking off
Settings → Safari → turn off “Prevent Cross-Site Tracking” temporarily.

4. Disable content blockers
Also make sure you open Circle Hand directly in Safari, not with the saved app on your Home Screen while testing.

5. Turn off iCloud Private Relay
Settings → Your Name → iCloud → Private Relay → turn off.

Items & barcodes

How much is the background removal feature? Why is it not free?

After the first 50 images, you should see an option to buy more credits when uploading a new image.

A bit of background to this feature: We added the background removal feature because many shops were already using PhotoRoom separately, so we integrated it directly into Circle-Hand. The usage turned out to be much higher than expected which is great! As we partner with PhotoRoom the price per image is the same as PhotoRoom’s API cost (200 images for 20$). We tested several cheaper alternatives, but PhotoRoom delivered the best results. As soon as we receive volume discounts in PhotoRoom, we will pass those savings directly to stores.

How to process a refund?

You process the refund via your POS (PayPal / Zettle, Shopify or Square), this will automatically sync back to Circle-Hand.

For Zettle / PayPal POS:

If you process a refund in Zettle, please make sure that either:

You have a return period e.g. 7 days set up in Circle-Hand Settings > Store, or
Circle-Hand settings > Zettle that automatically deletes sold items is deactivated.

If there’s no return period and the items are deleted automatically after being sold, then Zettle won’t be able to process refunds for those items since they no longer exist in the inventory.

Can I use a different start number for the barcodes?

Yes, you can set up barcodes with 8 digits or more. Here is how you can do it:

Go to Settings > Store > Tools
Deactivate Automatic Barcode Generation
Manually create a new item with a barcode like 10000000 and save it
Reactivate Automatic Barcode Generation
From then on, new items will automatically receive the next number, e.g. 10000001, 10000002, and so on

Can I use letters in barcodes?

Circle-Hand only allows numbers for the barcode. You can add letters and numbers in the SKU field (settings > attributes > barcodes). We would still recommend to use automatic barcodes from Circle-Hand as many platforms like Google Shopping require numeric barcodes, and they scan better on small labels.

When I click ‘Create PDF’ it doesn’t open

Make sure to deactivate all pop up blockers in your browser settings, e.g. on Apple device:

Go to Settings > Apps > Safari
Turn Block Pop-ups on or off

The barcode doesn’t print the right size on the label or nothing

Make sure that:

(1) the size of your labels is exactly the same size you have in Circle-Hand settings (if it’s not available, let us know and we will add it) and

(2) set the label size correctly in Circle-Hand, in your browser print settings and system settings. You can find a tutorial here.

(3) Scale = 100%, Make sure “Fit to Page” is NOT checked

Calibrate the Phomemo printer:

Label quality is low or the printing is off (Phomemo)

Try the following:

Can I use a barcode scanner with Circle-Hand?

If you prefer a faster method to identify items in your inventory, consider using a barcode scanner. It functions similarly to a keyboard: simply plug the scanner into your computer, select the search field with your mouse, and start scanning. A popular choice among our customers is the Inateck BCST-43 1D Bluetooth Barcode Scanner. You can find more details and a demonstration video on their product page.

Delivery & payout receipts

Can I customize the receipts?

Yes, you can customize the receipts under Settings > Receipts and add your terms and conditions.

Customers on the professional plan can add their logos. Currently, you cannot change the language or table headers of the receipts, but most people read the email instead of opening the PDF, which is why you can fully customize the email.

Shopify POS,

When I click login, it shows me the calendar booking link

You can always access the Circle-Hand app directly using the personal login link from your email.

Most shops either save the link as a bookmark or add it to the home screen. You can do this by opening the link in your browser and following the steps shown in this short video: https://youtu.be/4vJrWf7uFmI

Your client portal URL is unique to your shop, so most shops link their personal client URL on their website as well in a section called ’Sell with us’ or ‘Vendor login’

How to add custom payment methods in Shopify POS like SumUp?

1. You can add SumUp as a custom payment method in Shopify POS (here is how to).

When a customer makes a purchase

Open Shopify POS on your Smartphone / Tablet
Scan the barcode in Shopify POS
For cash you click cash, for card payment you click SumUp.
If customer pays with card: You enter the amount into the SumUp card reader.

This way Circle-Hand and Shopify stay synchronized in real-time. If it does not work for you, I will record a short video to show the process step by step.

How to enter variants?

You can add variants in Shopify and they will sync back to Circle-Hand. However, Circle-Hand uses tags and metafields to sync attributes like size or material to Shopify. Variants are really built when you have many identical items, such as 100 shirts in size M.

Tags and metafields are more flexible, especially for managing collections, Google Shopping etc., they better support the uniqueness of items. That is why most shops use tags and metafields instead.

We do plan to add more support for variants in a future update, but since variant handling is very specific to Shopify, it is not super straightforward to implement.

I connected Shopify, but items show as ‘Create on Shopify’

You might have connected the wrong store. Please double-check that the Shopify URL in Circle-Hand (settings > Shopify) matches exactly with the URL of your actual Shopify store. If it does not, uninstall Circle-Hand from the incorrect Shopify store and reinstall the app on the correct one.

Alternatively, you may have defined metafields in Shopify that use conditions or names not recognized by Circle-Hand. To fix this, delete those metafield definitions in Shopify. Then, add a new item in Circle-Hand, go to unstructured meta fields, and define them from there.

If it still doesn’t work, let us know and we will look into it: max {at} circle-hand.com

How to sync Store Credits to Shopify?

If you want clients to spend their store credits in Shopify (online or in POS), follow these steps:

When paying out, choose “Store Credits” as the payout option in Circle-Hand.
Click on the client’s name in Circle-Hand.
Click “Push Store Credits to Shopify.”
You can now select ‘Store Credits’ as payment option in Shopify POS or your clients can use store credits in your online shop

*The customer must not already exist in Shopify. If they do, you will need to delete their Shopify profile first and then sync them from Circle-Hand. This is because Shopify identifies customers with internal IDs, not email addresses. This only needs to be done once.

We are working with Shopify to allow syncing store credits to existing customers in Shopify as well!

How can I sync items to collections?

Most shops use automated collections in Shopify.

If you go to Circle-Hand Settings > Shopify > Send attributes as tags, all attributes will be sent to Shopify as tags, e.g. if you enter Brand: Nike. Then you can create an automated collection in Shopify that includes all items with the tag ’Nike'.

You can also send custom tags from Circle-Hand by activating the attribute Custom tag under Settings > Store. This allows you to add extra tags like ‘ArchiveSales’ or ‘Winter', and then set up automated collections in Shopify based on those tags.

How can I make items disappear when they are sold (instead of ‘out of stock’)?

If you are using collections, the easiest way is to do it via Shopify:

Go to Products > Collections.
Open the collection you want to edit (or create a new "All Products" collection).
Set the Collection type to Automated.
Add the following condition:
Inventory stock — is greater than — 0
Select All conditions if you have other rules active.

The alternative would be to use Shopify flow.

Square POS & Zettle POS

Can I use Square Online with Circle-Hand?

If your goal is to have an online shop, we definitely recommend Shopify. You can still use Square POS in-store and Shopify for online sales. Many stores have tried Squarespace, WooCommerce or others, but all of them switched to Shopify because it offers far better integrations and real-time syncing between online and in-store inventory.

Circle-Hand also integrates fully with Shopify, not just for online sales but also for features like returns, discounts, and detailed reporting. If you use Square as the connector for online, we can’t guarantee that sales data flows cleanly back through Square into Circle-Hand, leading to incorrect data etc., which is why Shopify is the more reliable option long-term (even if you didn’t use Circle-Hand we would recommend Shopify for online).

Hope this helps in your decision making. Let us know if any other questions come up!

How to set ‘Store Credit’ as payment option?

In Circle-Hand, set the payout method to store credit when paying out
When a customer uses store credit to buy something, choose Store Credit during checkout in Shopify POS, and subtract the store credit in Circle-Hand
We are working with Square & Zettle to fully integrate store credits via the API. We already did for Shopify, so this is coming soon!

Can I use Square POS and Shopify for Online?

Yes, you can use Square POS in-store and Shopify for online sales.

How to setup tax rates with Square POS?

Email updates

Can I change the sender email address or domain?

At the moment it's not possible to change the sender email of notifications@circle-hand.com — we've put a lot of work into warming the email and with thousands of emails sent every week using this email it's the best way to ensure that your clients actually receive the email and it doesn't go to spam (right now the delivery rate is 97%). It's also quite a technical effort to set up your DNS domain, unsubscribe preferences etc. However, this is on our roadmap for future updates. Most shops include their own email address in the body of the email (settings → emails) so that your clients can simply reply by clicking on your email address.

My sellers don’t receive emails

We take a lot of measurements behind the scenes to achieve a high delivery rate: our trust score on third party platforms is 100/100 and our delivery rate is currently 98.08%. Sometimes customers still don't receive emails, most likely because:

They have unsubscribed → They can re-subscribe by clicking on preferences in one of your email updates.
The email is declared as spam → Add notifications@circle-hand.com to their contacts.

If it still doesn't work, please send us their email address and we'll look into it.

(Outlook, Hotmail) Sellers are unable to sign in / see link is expired

In most cases, this happens when

Clients click an old login link.
With Microsoft Outlook accounts (live.com / outlook.com / hotmail.com)—they have a Safelink feature that clicks on all links in emails before they are delivered. You can ask them to disable this feature by going to the settings in Microsoft. Here is how to do it.
With Gmail, it usually happens because clients click on a previous email. Gmail groups emails together, and when they click the three dots, they can access the most recent login email.

If it still doesn't work, please send us their email address and we will look into it!

(Gmail) Sellers are unable to sign in / see link is expired

Gmail sometimes summarizes the login emails. Here is how you can get to your client profile:

1. Open the client portal link.

2. Enter your client portal email (it must be different from your store account email).

3. In Gmail, open the latest login email and click on the three dots to expand it.

4. Follow the link to your client profile.

Discounts

How can I select who covers the discount: store only vs store & client?

You have 2 options:

(1) You activate in settings > store > attributes ‘Discount Covered By’, then you can select per item in Circle-Hand who covers the discount, you as store or you share it with your client. You can also set a default under settings > store > default.

(2) When selling items via the Shopify POS or Zettle. Make sure to give the discount on item level and not on the full basket.

Reinstall Shopify App

How to reinstall Shopify App?

1. Go to your Shopify settings (settings → Apps & Sales channels)

2. Uninstall Circle-Hand

3. Install Circle-Hand again. If you see the calendar view, everything is connected.

4. Go to https://next.app.circle-hand.com/

Let us know if any other questions come up: max@circle-hand.com