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First: is it happening to the whole team or just you?

  • Just you, or just one computer: it’s a local problem. Check you have internet (open another website), reload the page and, if nothing changes, follow the steps in What to do when you spot it.
  • The whole team, from different computers and connections: it may be a general outage or maintenance. When there’s scheduled maintenance or a general incident, we let you know by email. If you haven’t had any notice, write to soporte@roomdoo.com.

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While Roomdoo is down

  • Write down the reservations, payments and check-ins you handle at reception, and record them once it’s back.
  • OTA reservations that arrive in the meantime come in when the service is back. Afterwards, check they’re all there: if one is missing, follow An OTA reservation isn’t showing in Roomdoo.
  • If you create an OTA reservation by hand in the meantime, it may show up twice when the channel’s one arrives. Keep the channel’s one: see Channel manager: connection with the OTAs.

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If Roomdoo is slow

If it’s slow only on your side, check your connection, close the tabs you’re not using and make sure Chrome is up to date. If it’s slow for the whole team for more than a few minutes, let us know the time and the screen where you notice it.

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If it sends you back to the login screen

For security, a Roomdoo session lasts 24 hours from the moment you sign in. After that, the app sends you back to the login screen, sometimes with the Session expired notice. This is normal: sign back in and carry on. Anything you were editing and hadn’t saved at that moment is lost.
Roomdoo login screen
If it happens well before 24 hours, or several times in a row, follow the steps below.

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What to do when you spot it

1

Sign out and back in from Chrome

Many one-off hangs resolve when you sign out and back in.If nothing changes, try opening Roomdoo in an incognito window (in Safari or Firefox it’s called a private window): it doesn’t use the browser’s cache or extensions. If it works in incognito, the problem is in your usual browser: clear the cache or turn off the extensions that block ads or scripts. For daily work, use a normal window, because closing the incognito one ends your session.
2

If it repeats, capture the information

For us to look into it, we need:
  • Screenshot of the error message (if there is one)
  • Browser and version you use
  • What you were doing when it happened (creating a reservation, validating an invoice, etc.)
  • Whether it always happens at the same point or it’s intermittent
3

Contact support

Send us all the info above. If we confirm it’s a reproducible bug, we open a ticket with the technical team to fix it.

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When to contact support

  • The block happens even after signing out and back in from Chrome.
  • The application closes consistently on a specific operation.
  • Error messages appear on screen (for example, Something went wrong / An internal error occurred.) or with technical text you don’t understand.
If the problem only happens to you and not to the rest of the team, first check whether your Chrome is up to date and whether you have extensions that may be blocking scripts (aggressive ad blockers, antivirus filtering navigation).