I don't know my password .
Talk to an admin and he will reset your password .
My application isn't working (it crashes, I get a black screen, etc).
1)Exit the application, and restart it.
2)Take a look if the application has the last updated .
3)If (in the rare case that) it still doesn't work, please contact support, making sure to provide the app version number, which application (attendant, maintenance, runner, etc.), the OS (iOS or Samsung), and describe the issue in as much detail as possible.
I can't create a new user.
1)Check if all the mandatory fields are filled out.
2)Check if there is no space in the "username" field.
3)Check if there is not another user (active or inactive) who has already the same username as the one you are trying to create. Two users can not have the same username.
How I can delete a room/a public space ?
In order to be able to delete users, assets or rooms in the system, you need to enable delete mode which can be done under hotel settings, in the settings menu. Please be aware that deleting an asset or room, will also delete the history of tasks or cleanings linked to those rooms.
If you do not have access to hotel settings, please contact the people that are administrators at your hotel.
How can I delete an user ?
Click on the user, and click on the case 'activate' to deactivate it and don't forget to click on save .
I can't connect from my computer/and from others computer I can connect.
We’ve implemented a security feature in our system that blocks connections if the date and time are not accurate, so check that your computer’s date and time are correct .
When I login, it says 'server error'.
1)Refresh the internet page and try once again .
2) clear the cache and try once again (here how to do it : https://harvard.service-now.com/ithelp?id=kb_article&sys_id=e934a5cf6fc9a204a3a79b9eae3ee4bf#:~:text=From%20the%20home%20screen%2C%20Select,Confirm%20when%20prompted)
The PMS notes are not/partially showing.
1)Make sure that the notes appear in the PMS and that there are actually PMS notes in the PMS.
2)The PMS notes have to be configured at start, if you are not seing them, it might be that this has not yet been configured in your account. Therefore send us the room number, the original PMS notes and the name of the reservation so that we can check and make sure to implement this in your hotel.
I can't see the reservations more than 2 weeks in the future .
This is normal, in Hopr we only display the data for 2 weeks ahead by default (to display more than that, it's too many data, so it will slow Hopr). However, if this is important for you, we can increase this interval, for this, please send a request to our support team.
How to delete a tasks in mass ?
To delete them one by one :
Click on the wanted tasks, and you will see the cancel button to cancel the task :
To delete many tasks at once :
To delete tasks which were created in mass:
Click on the task, and click on 'Edit configuration', 'cancelled task', and then 'confirm task':
How to delete a recurring task ?
1)Click on the task.
2)Edit configuration.
3)Cancel all created tasks.
4)Confirm canceling (it will show all the tasks who will be cancelled).
5)After clicking on 'confirm cancelling' click on 'close without saving' .
I don't have access to specific pages .
Ask the admin to give you access to it by giving you another role or by changing the permissions for your role (here the link to do it : https://www.roomchecking.com/knowledge-base/settings/how-to-access-role-management-settings/) .
I can't see all the cleanings .
1)Does the cleaning appear in the pms ?
2)Click on refresh cleaning.
3) Check in the plugin-page if the plugin is active/well configured.
From where can I create a task ?
From several screens : 'rooms overview', 'task', 'task calendar', 'task in mass', 'task group'.
In all these screens, there is a red button on the right corner 'Create a task' .
The room on the planner are on 'Not required'.
It's not a problem, it only means that the room changed status (from stay to departure) therefore the first cleaning (stay) is no more relevant/'not required', so a new cleaning is created ('departure').
I can't see yesterday cleaning.
To so see the previous cleaning for a specific room:
By clicking on it will show the cleaning history.
For all the rooms:
Go on the cleaning planner, and select the date.
Where appears the finished tasks ?
Go on tasks, and in the 'From' click on the date from when you want to see all the tasks, the click on 'status' and select 'finished'.
I don't see the 'Vacant dirty' in the planner.
1) Refresh the cleaning.
2)If it still doesn't appear, go on the plugin pages (in settings), and check if there are already plugin for the 'Vacant dirty' rooms.
How I can I add a cleaning that is not a part of my original cleaning list?
Go on the cleaning planner, and click on 'add cleaning'.
Now, there are two options, create the cleaning from an existing plugin or create a custom cleaning :
1)To create a cleaning from already existing plugins, simply, select the plugin and choose for which room you want to create the cleaning.
2)In order to create a custom cleaning who is not in the plugin list , write the name of the cleaning you want to create and add the credits and finally which room or rooms you would like to apply this custom cleaning to.
I can't create a room, it says :"room number already exists".
1)Check if the room number is not already taken by another room.
2)If not, please check in the temporary rooms if the room number is not already taken.
If yes, please assign the temporary room where it belongs to.
What is a "top rule" in the plugin ?
This means that IF two plugins share the same configurations, only the one that is marked as sovereign rule will be taken into account. Otherwise it is the order of the plugins that counts. For example if you have a "Daily WC" cleaning and a "Weekly WC" cleaning then you will have to put the WC above the daily WC, like that the algorithm will first look for the weekly WC and then complete with the daily WC.
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