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Two different things: the Roomdoo cash session and the card terminal

When “the POS isn’t working”, it helps to separate two things that aren’t related to each other:
  • The Roomdoo cash session: the session you open and close in Cash movements (Open cash / Close cash). It only covers cash movements; card payments don’t go into it.
  • The card terminal (card reader): it isn’t connected to Roomdoo. If it doesn’t respond, doesn’t read cards or won’t connect, the issue is with the device or your bank, not with Roomdoo.
Each is resolved by a different team.
Cash movements header with the cash session status (closed) and the closing balance highlighted

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Roomdoo cash session issues

When you close the cash session, you enter the cash you have. If it doesn’t match what Roomdoo expects, you’ll see the difference and the Force cash option. Before forcing it, check that all the shift’s cash payments, refunds and expenses are recorded. If you can’t open or close the cash session, or the amount doesn’t add up and you can’t find why, contact support with:
  • Property name
  • What you were trying to do (open the session, close it, balance it)
  • Screenshot of the error if there’s one
We review the cash session on our side and let you know when you can continue.
A cash session runs from when it’s opened until it’s closed. If the previous day’s session wasn’t closed, or if you record a payment today dated yesterday, that movement shows up in the session that’s open now.

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Card terminal issues

If the card reader doesn’t respond, it’s not a Roomdoo issue. Steps:
  1. Restart the reader (off and on).
  2. Restart the computer it’s connected to.
  3. Check the cable or bluetooth between reader and PC.
If after restarting everything it still doesn’t respond, contact the technical support of your bank or the terminal provider.
Since the card terminal isn’t connected to Roomdoo, whatever you charge with it must be recorded on the reservation with Register payment. See How to record a payment.

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When to contact support (Roomdoo)

  • You can’t open or close the cash session from Roomdoo.
  • The cash session shows an amount that doesn’t match reality and you can’t find which movement is missing or extra.
  • Movements that don’t belong to that shift appear in the session and aren’t explained by the note above.
Don’t force-close the cash session with incorrect amounts to “just close it”. The day’s balance ends up wrong on record, and at month-end you get mismatches that are hard to track down.