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Merchant onboarding (Support Portal)

This guide is for PeakPOS support staff onboarding a new merchant in the Support Portal at https://support.peakpos.co.

Primary UI pages: AdminDashboardPage, OrganizationsPage, OnboardingWizard, StoresPage, OwnersPage.

Before you start​

Collect:

  • Legal business name
  • EIN (9 digits)
  • Preferred org slug (short, URL safe)
  • First store details (store name, address, timezone, phone)
  • Owner email address

OnboardingWizard (3 steps)​

  1. Open Organizations (OrganizationsPage).
  2. Click New organization (or Onboard merchant, depending on the build).
  3. Confirm you are in the OnboardingWizard.

Step 1: Create org (Name, EIN, Slug)​

Fill the org fields:

  • Name: use the legal name. Capture DBA later in notes if needed.
  • EIN: 12-3456789 if the UI allows it, otherwise 123456789.
  • Slug: stable identifier used in URLs and internal references.

Slug rules:

  • Lowercase letters, numbers, hyphens
  • Avoid store numbers in the org slug
  • Keep it stable, treat changes as an exception

Submit and confirm the org profile loads and the org is visible in OrganizationsPage.

Step 2: Create first store​

Create the merchant's first store.

Minimum fields to verify:

  • Store name (what staff see)
  • Address (receipts, tax, support)
  • Timezone (reports, end of day, audit logs)

After saving:

  • Confirm the store appears under Stores (StoresPage) for the org
  • Mark it Active if the UI supports it

Step 3: Invite owner​

Invite the primary owner:

  1. Enter owner email.
  2. Set role to org_admin unless there is a clear reason not to.
  3. Send invite.

Owner flow (merchant side): accept invite, set up account, sign in at https://portal.peakpos.co.

Support checks:

  • Invite is visible on Owners or Access/IAM
  • Status changes from pending to accepted

Post-onboarding checklist​

Org:

  • Name, EIN, slug are correct
  • Slug has no typos
  • No duplicate org exists for the same merchant

Store:

  • Store is under the correct org
  • Name is readable
  • Address and timezone are set
  • Store is active

Access:

  • Owner invite sent to the correct email
  • Owner role is correct (usually org_admin)

Terminal handoff:

  • Confirm which store each terminal belongs to
  • Collect any device identifiers (serial number if present) and expected network details (Wi-Fi SSID or wired)

Common issues​

Slug already exists​

Fix:

  • Choose a new slug with a short suffix, for example acme-co -> acme-co-2
  • If you suspect the org already exists, search OrganizationsPage and stop before creating duplicates

EIN rejected​

Fix:

  • Remove punctuation and try 123456789
  • Confirm it is an EIN, not an SSN
  • If the merchant is not US-based, follow your policy for tax ID exceptions and escalate if the system requires EIN

Owner invite not received​

Fix:

  • Re-check spelling and trailing spaces
  • Resend invite if available
  • Ask them to check spam and corporate quarantine

Owner accepted invite but cannot see the org​

Fix:

  • Confirm login email matches the invited email
  • Confirm role is org-level, promote to org_admin or org_manager if required

Duplicate org created​

Fix:

  • Stop and escalate for cleanup
  • Do not provision terminals or invite additional users on the wrong org

Escalation​

Escalate when you need merge or deletion of a duplicate org, EIN validation blocks onboarding without an approved exception, or access still fails after confirming email and role.