What to do During an Internet Outage
Your Rhōmb website is hosted in the cloud, so it will still work during an internet outage at your location. However, the door system hardware needs an active internet connection to check and approve newly purchased PIN codes.
What Still Works
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Any existing valid credentials (like current membership PINs or day passes purchased before the outage) will continue to unlock the door.
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Customers can still make purchases on your Rhōmb site.
What Won’t Work
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New purchases made during the outage will not open the door because the control panel (the system’s “brain”) is offline and can’t receive the new PIN codes.
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Customers will still get a PIN code after purchase, but it won’t be synced to the door system until internet service is restored.
Using the Customer Service PIN Code
Your Rhōmb system includes a Customer Service PIN Code that changes daily. This code can be given to affected customers so they can still access your facility during an outage.
Steps to Follow:
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Track affected orders: Identify purchases made after the outage started.
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Notify customers: Send them the Customer Service PIN Code.
Email Template:
Subject: Updated Door Access Code – [Customer Service PIN Code]
Body:
Hi [Customer Name],
Thank you for your purchase. We’re currently experiencing an internet outage, so the door code you received after checkout will not work.
Please use this code instead: [Customer Service PIN Code]
We appreciate your understanding and look forward to seeing you.
— [Your Business Name]
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