# Enable virtual store queueing > Turn on virtual store queueing in Platform Admin, add reason-for-visit categories, upload staff and enable queueing per store — about 15 minutes. How-to guide · Queue Management › Set up queueing · Last updated 15 September 2026 URL: https://personalisationhub.com/support-centre/queue-management/enable-virtual-store-queueing/ Virtual store queueing lets visitors join a store's queue from their own phone, a staff tablet or a display, and lets staff pick them up in turn. Enabling it is a 4-part set-up done by an HQ Admin user, and takes about 15 minutes. The default settings are fine for a first test; tune them later. ## Before you begin - An HQ Admin account with the Admin role. - At least 1 store added to the platform with a unique store code — see [Add a store](https://personalisationhub.com/support-centre/stores-and-retail-data/add-a-store/). - A list of store staff (name, email address and store code) ready to upload, unless your staff sign in with single sign-on. ## Part 1 — Enable queueing for the platform 1. In the left navigation of HQ Admin, select **Platform Admin**. 2. Under **Enabled Features**, select **Queueing / Appointments**. The **Queue Settings** tab opens. 3. Turn on **Enable Store Queueing**. 4. Leave the remaining settings at their defaults for now.Each setting is described in the [Queue settings reference](https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/). You can fine-tune them after your first test. 5. Select **Save changes**. ## Part 2 — Add reason-for-visit categories Visitors choose a reason for their visit when they join the queue. Each reason carries a time to serve, which drives the estimated wait time shown to everyone behind them. 1. Select the **Shared Settings** tab. 2. Under **REASON FOR VISIT**, select **Add New Reason for Visit Category**. 3. Enter a name and a time to serve for the category — for example `Home Loan`, 45 minutes. 4. Repeat for each reason a visitor could have. Add sub-categories where the reason needs more detail.The full procedure, including category filters and sub-categories, is in [Add reason-for-visit categories and sub-categories](https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/). ## Part 3 — Upload your store staff 1. In the left navigation, select **Company Settings**. 2. Select **Retail Admin Set-up**. 3. Upload the staff CSV and set the **Default First-Time Login Password**, following [Upload Retail Admin users for your stores](https://personalisationhub.com/support-centre/company-set-up-and-users/upload-retail-admin-users-for-your-stores/).If your organisation uses single sign-on, staff are created through SAML instead and do not need a first-time password — see [Integrate single sign-on (SAML) for store staff](https://personalisationhub.com/support-centre/company-set-up-and-users/integrate-single-sign-on-saml-for-store-staff/). ## Part 4 — Enable queueing for each store 1. In the left navigation, select **Stores / Branches**. 2. Select the store's name. 3. Select the **Enabled Features** tab. 4. Turn on **Enable Store Queueing**. 5. Select **Save Changes**. 6. Repeat for every store that will run a queue. > **Important:** Queueing must be enabled at both levels. If **Enable Store Queueing** is off for a store, its Retail Admin site has no queue even though the platform-level toggle is on. ## Verify it worked On the **Stores / Branches** list, the store's **Enabled Features** column shows the queue icon. Sign in to the store's Retail Admin site as a store manager: the **Queueing & Appointments** page opens with the **QUEUE** tab, the **Add Visitor to Queue** button and the banner **This Queue is Currently Empty**. You are ready to accept visitors into the queue. ## Troubleshooting ### The Retail Admin site shows no queue **Cause.** Queueing is on for the platform but not for that store. **Fix.** Open the store in **Stores / Branches**, select **Enabled Features**, turn on **Enable Store Queueing** and save. ### Staff cannot sign in to Retail Admin **Cause.** The staff upload used a store code that does not match the store, or the first-time password has not been set. **Fix.** Check the store code in the CSV against the store's **Store Code** field, then re-upload — see [Upload Retail Admin users for your stores](https://personalisationhub.com/support-centre/company-set-up-and-users/upload-retail-admin-users-for-your-stores/). ## Next step [Add reason-for-visit categories and sub-categories](https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/) ## Related - [Add reason-for-visit categories and sub-categories](https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/) - [Queue settings reference](https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/) - [Upload Retail Admin users for your stores](https://personalisationhub.com/support-centre/company-set-up-and-users/upload-retail-admin-users-for-your-stores/) - [Let a visitor join the queue by scanning the QR code on the staff tablet](https://personalisationhub.com/support-centre/queue-management/let-a-visitor-join-the-queue-by-scanning-the-qr-code-on-the-staff-tablet/) - [View store queueing stats and the staff status widget](https://personalisationhub.com/support-centre/queue-management/view-store-queueing-stats-and-the-staff-status-widget/)