INCIDENT UPDATE: Pre-Authorization Issue on December 29, 2024

We would like to inform you of a technical issue that occurred on Sunday, December 29, 2024, between 7:35 AM and 9:45 PM PST. During this time, RoomKeyPMS Payments Powered by Fullsteam experienced difficulties with pre-authorizations, causing error messages when attempting to process payments.

While Fullsteam has resolved the issue, some pre-authorizations obtained during this period were successfully processed in Merchant Track but will not be visible in RoomKeyPMS. As a result, these pre-authorizations cannot be manually settled or voided.

Action for Affected Pre-Authorizations

To process payments for reservations impacted by this issue, you can use the "Post Payment" option in RoomKeyPMS.

What Will Happen with Affected Pre-Authorizations

• Affected pre-authorizations will automatically be released according to the card-issuing bank's authorization release policy. Any held funds will be returned to the cardholder, though the timeframes for this may vary depending on the card type and issuing bank.
• If expedited release is needed, most card-issuing banks will require verbal approval from the cardholder, issuing bank, and merchant to authorize the release of pre-authorizations.

The Fullsteam development team is aware of the incident and has successfully mitigated the issue. They are currently monitoring system performance. We understand that outages can cause disruptions and frustration, and we are committed to minimizing such occurrences and their impact on your operations.

Thank you for your understanding and cooperation.

Status Pages

See live updates on RoomKeyPMS system performance, service interruptions, or technical issues on roomkeypms.statuspage.io.

For any Fullsteam payment processing issues, please see status.fullsteam.com for live updates.

Attention Regarding Sequoia 15

This MAC iOS update may affect reports in RoomKeyPMS. We recommend you do not update to Sequoia 15 at this time. Once a fix has been developed, an updated notification will appear here.

Webinars 

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Up Next: Payment Processing & Reconciliation | Wednesday, January 22nd

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