Support Centre

INCIDENT NOTICE - 12/29/24 - Degraded Card Present and Not Present Processing

RoomKeyPMS Payments credit card processing has experienced technical difficulties since approximately 7:35 AM PST. While most transactions are now being processed successfully, some are still being reported as unsuccessful. Our payment team is actively investigating and working to resolve the issue.

Additionally, we have observed that pre-authorizations made before today are encountering the following error when attempting to process payments: Processor invalid request response - Invalid Transaction Status (00: Transaction Approved).

We are looking into this matter. In the meantime, you can still process payments for these reservations by selecting the "Post Payment" option and completing the transaction manually.

For further updates, please refer to our status page: https://status.fullsteam.com/.

2024/2025 Holiday Office Hours
 

• Mon, Dec 30, 2024
  6 AM to 5 PM PST
   
• Tue, Dec 31, 2024
  6 AM to 12 PM PST
   
• Wed, Jan 1, 2025
  Closed (New Years Day)

In case of a hotel operation technical emergency, please reach out to our after-house emergency support line at 1-800-234-5695, option 3. Kindly leave a voicemail, as emails are not monitored outside of regular hours.

For non-emergencies, our support team will promptly attend to your matter on the next business day when the office reopens. Regular support hours, from 6 AM to 5 PM PST, Monday through Friday will resume on Thursday, January 2, 2025.

Wishing you joyous holidays from the entire RoomKeyPMS team!

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 

Hosted on the 3rd Wednesday of each month, our webinars showcase RoomKeyPMS features and highlight Best Practice Recommendations.

Up Next: Custom Guest Documents | Wednesday, December 18th

Click Here to Register!