HelpGetting startedWhat counts as a visit

What counts as a visit

Your package is measured in visits. A visit is one person's (or one party's) whole trip through your line, and it is counted once — at the moment they are first called.

Everyone 2 min read

Quick answer. Someone is counted when staff call them for the first time. Everything after that — calling them again, moving them to another stop, transferring them — is the same visit. Someone who joins and is never called is never counted.

In one sentence A visit counts once, when you call someone — whatever the stops.

When a visit is counted

Only pressing Call counts a visit. Joining the line does not. Someone who joins and leaves without being called is never counted.
A visit is counted once, at its first call. Not when someone joins, and not when they finish.
A party is one visit. Four friends who join together are one visit, not four.
A call you undo within 60 seconds is not counted. If a member of staff presses Call by mistake and undoes it straight away, nothing is used. If that Call had added an extra-visits pack, the pack is taken back and you are not charged for it.

What never adds to the count

This happens	Does it add a visit?
Someone is recalled (called again)	No
Someone is moved to a second or third stop on a journey	No
Someone is transferred to another counter or location	No
A call is undone within 60 seconds	Not at that moment. If that visit then ends without being served, it is counted once.
Someone joins the line	No — only a Call counts
Someone joins and leaves, or is never called	No
Someone is called, does not come, and is later called again	No — it is still the same visit

A worked example

Mei joins the line at 9:00. Nothing is counted yet.
Staff call Mei at 9:20. This is her first call, so it counts. Your meter goes up by one.
Mei is recalled twice, moved to a second stop and then transferred to another counter. None of this adds. It is still the same single visit.
Tom joins at 9:05, waits, and leaves before anyone calls him. Tom is never called, so he is never counted. He uses zero visits.

So at the end of this morning Mei used one visit. Tom used none. Your meter shows one.

Checking it

The owner's Billing page shows how many people joined and were never called this month, so you can see that walk-aways cost you nothing. See Your package and meter.

Everyone on the team — owner, manager and staff — can see this month's visits in the account menu, on the This month card. See Your package and meter.