Support

Help with Brella

Setup guides, common questions, and a direct line to our team.

Contact us

We aim to reply within 1–2 business days (Philippine time, UTC+8).

To help us resolve things quickly, please include your business name and, if you have it, your Business ID — you'll find it in Settings on the web dashboard. If something went wrong during a sale, the receipt or sale number helps too.

Getting started

Brella is the iPad register for a Brella business account. If you don't have an account yet, create your business first on the web dashboard at app.mybrella.io, then set up the app.

1. Register the iPad to a branch

The first time you open the app you'll see the Device Registration screen. There are two ways to register:

Registration code — a manager generates a one-time code from the web dashboard and enters it on the iPad.
Sign in with email — sign in with the business owner's email and password, then pick the branch this iPad belongs to.

Each iPad is registered to a single branch, so its sales and reports belong to that branch.

2. Unlock as a staff member

After the device is registered, staff sign in on the POS System Login screen by selecting their name and entering their personal PIN. From this same screen staff can clock in, start and end a break, and clock out.

3. Ring up a sale

On the Sell tab, tap products to add them to the cart or scan a barcode with the camera, then take payment. A single sale can be split across several tenders — part cash and part card, for example.

Common questions

I forgot my password

Use the "Forgot password" link on app.mybrella.io. We'll email you a one-time code to reset it.

A staff member forgot their PIN

Staff PINs are managed by the business owner or a manager from the web dashboard, under the staff member's profile. PINs can be reset there at any time.

How do I connect a receipt printer?

Brella prints to ESC/POS thermal receipt printers over your local network. Put the printer on the same Wi-Fi network as the iPad, then open printer settings in the app and enter the printer's IP address (the standard port is 9100). The first time you print, iOS will ask for permission to access devices on your local network — this is required for the iPad to reach the printer.

A printer is optional. The app works fully without one, and receipts can simply be skipped.

What happens if the internet goes down?

The register keeps working. Your product catalogue is stored on the device, so you can keep ringing up sales, and they sync automatically once you're back online. A status indicator in the app always shows whether you're online and whether anything is still waiting to sync.

While offline, features that need a live connection are temporarily unavailable — manager-approved discounts, and attaching a loyalty customer or earning and redeeming points. These come back as soon as you reconnect.

Why does the app ask for camera access?

Only to scan product barcodes at the register. Images are processed on the device to read the barcode and are never saved, stored, or transmitted.

How do I manage my subscription?

Billing is handled on the web dashboard at app.mybrella.io, under Plans — not inside the app. There are no in-app purchases. You can change or cancel your plan there at any time.

Can I use one account across several branches?

Yes. A business can have multiple branches, each with its own currency, tax label and tax rate, and its own reporting. Register each iPad to the branch it belongs to. Owners see every branch from the web dashboard.

How do I delete my data?

Email support@mybrella.io from the account owner's address and we'll process the request, subject to any records we're legally required to keep. See our privacy policy for details.

Still stuck?

Email support@mybrella.io and tell us what you were doing when it went wrong. Screenshots help — hold the top button and volume up on your iPad to take one.