> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roomdoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reconcile payments across POS, gateway, and Roomdoo

> What to do when payments made via Phone & Sell, gateway, and Roomdoo don't match up.

## When the mismatch appears

Your payments travel through several tools: the physical POS, the online payment gateway (Redsys, Phone & Sell), Roomdoo where payments linked to the reservation are recorded, and the channel manager when the OTA handles the payment.

When something doesn't reach Roomdoo well, you see situations like:

* "The reservation in the channel manager is paid 100% but in Roomdoo it shows as pending."
* "I charged on the POS but the folio still shows a balance."
* "Phone & Sell says we charged X € but Roomdoo shows less."

## What to do

**Contact support** with:

* Booking reference
* Real amount charged
* Where the payment appears (POS, gateway, channel manager)
* Amount Roomdoo shows
* Date of the payment

We force the reconciliation from our side and the reservation is marked paid with the right method.

<Tip>
  If at month-end you see differences between what's invoiced in Roomdoo and what's charged in the gateway, send us the full list in a single email and we'll review them in batch. More efficient than reservation by reservation.
</Tip>

## When to contact support

**Always**, when there's a real mismatch between Roomdoo and another payment system. Forced reconciliation and the accounting adjustment are done from the back.

<Warning>
  Don't "duplicate the charge in Roomdoo" as a shortcut to match the balance. If the real charge was fine in the gateway and only didn't reflect, duplicating it in Roomdoo leaves an accounting overpayment.
</Warning>