Support

Help for hotels using DGME HotelPay.

Email us

We answer on Dutch business days. A guest waiting at the till? Take payment in your PMS, after checking Transactions so nothing is charged twice.

What to put in your email

  • your hotel’s name;
  • the date and time of the charge, and which till it was;
  • the room number;
  • the message on the screen (a screenshot helps).

Please do not send passwords, API keys, room key codes or guest names. A room number and a time are enough for us to find the charge.

Messages on the scan screen

When a scan is refused, the screen tells your staff why. Here is what to do.

“Key not recognized”
The key is not linked to a room yet. If your PMS shares key data with us, wait a minute after cutting the key and scan again. Otherwise, register the key under Rooms & Keys.
“Key deactivated”
The key has been switched off, for example after check-out. Check who the guest is, then take payment in your PMS.
“This key is registered to two guests”
Nobody was charged. Cut a new key at reception, or take payment in your PMS.
“This room isn’t enabled for key payments”
A hotel admin can enable the room under Rooms & Keys. Enabled rooms count toward your subscription.
“No active stay for this room”
Complete the check-in in your PMS, then scan again.
“Room charges are blocked for this guest”
Your PMS does not allow room charges for this guest. Nobody was charged. Take payment directly.
“Key payments are paused for this hotel”
Your subscription is not active. Take payment in your PMS and email support@dgme-hotelpay.com.
“PMS not responding” or “Hotel system not responding”
Your PMS did not answer, so the charge was not posted. Check Transactions in the dashboard before you try again or charge another way.
“The PMS refused this charge” or “The hotel system refused this charge”
The guest was not charged by us. Check the folio in your PMS. If it keeps happening, email support@dgme-hotelpay.com with the time of the charge.
“This order is already being processed”
Wait a moment, then check Transactions. Do not enter the order again.
“This payment link is no longer valid”
Start the room charge again from the till.

A charge failed or is still pending

Transactions in the dashboard shows every room charge and its status. If posting to your PMS fails, we retry it automatically.

Before you post a charge by hand in your PMS, check that it is not still pending in Transactions. Otherwise the guest may be charged twice.

The NFC reader

  • The reader works like a keyboard: it types the room key’s code and presses Enter. No driver or app is needed.
  • Connect it to the POS terminal by Bluetooth or USB.
  • Open the scan page before you scan. If the reader beeps but nothing happens, tap the scan page and scan again.
  • Hold the key flat against the reader until it beeps.

Need help setting up a reader? Email tech@dgme-hotelpay.com.

Connecting Mews

  1. Sign in to the DGME HotelPay dashboard as a hotel admin and open Integrations.
  2. In Mews, open Marketplace, find DGME HotelPay and click Connect. The dashboard updates by itself once Mews has told us.
  3. Choose the Mews service and accounting category that room charges post to.
  4. Let the first sync bring in your rooms, stays and room keys.
  5. Enable the rooms you want to use under Rooms & Keys.

Most hotels are set up in under 30 minutes. Using another system? Email tech@dgme-hotelpay.com and we set it up with you.

Rooms and billing

You pay only for enabled rooms. A hotel admin enables or disables rooms under Rooms & Keys, and your bill follows. Prices and payment terms are in our terms.

Signing in

Report a security issue

Think you have found a security problem? Email tech@dgme-hotelpay.com with what you saw. Please do not test it further against live hotel data.