Trouble logging in: password and two-step verification

Password

If your password isn't accepted, you can set a new one yourself.

1. Go to the RoomPriceGenie login page and click Forgot your password?
2. Enter the email address you use to log in to RoomPriceGenie.
3. Open the email we send you and follow the link to set a new password.
4. Log in with your new password.

The reset email doesn't arrive?

• Wait a few minutes, then check your spam or junk folder.
• Make sure you entered the same email address you use for RoomPriceGenie.
• If your company uses a strict email filter or anti-virus, ask your IT team to allow emails from RoomPriceGenie.

Verification code by email

If you use email verification, we send a one-time code to the email address you log in with. If it doesn't arrive:

1. Wait a minute, then check your spam or junk folder. If the email is there, mark it as Not spam so future codes arrive in your inbox.
2. Make sure you're checking the inbox of the email address you use to log in.
3. If your company uses an anti-virus or email filter, it may block our emails. Ask your IT team to allow emails from RoomPriceGenie.

Need the code sent to a different email address? Contact our Support team from the email address you currently use to log in, and tell us which address you'd like to use instead. For your security, we'll ask you to confirm a few account details before making the change.

 Authenticator app

If you use an authenticator app (for example Google Authenticator, Microsoft Authenticator, Authy or 1Password), it shows a new six-digit code for RoomPriceGenie about every 30 seconds.

The code is rejected?

1. Make sure you're using the code from the RoomPriceGenie entry in the app.
2. Wait for a fresh code and enter it straight away, before it changes.
3. Check that your phone's date and time are set automatically. If the time is even slightly off, the codes won't match.

You have a new phone, or lost your old one?

• If you saved your backup codes, use one to log in, then set up the authenticator again (see Backup codes below).
• If you don't have backup codes, contact our Support team from the email address you use to log in. After we confirm a few account details, we'll reset your two-step verification, and you can set it up again on your new phone the next time you log in.

Backup codes 

Backup codes let you log in when you can't get a verification code, for example if you lose your phone. We recommend setting them up as soon as you can.

Set up your backup codes

1. Log in to RoomPriceGenie.
2. Go to My Profile › Security.
3. Create your backup codes and save them somewhere safe, such as a password manager or a printed copy kept in a secure place.

Use a backup code

When you're asked for a verification code, choose the backup code option and enter one of your saved codes. Each code can only be used once. After logging in, go to My Profile › Security to set up your authenticator again and save a new set of backup codes.

Your backup codes don't work? Check that you're entering a code you haven't used before. If none of them work, contact our Support team from the email address you use to log in.

Still stuck? 

Email our Support team at support@roompricegenie.com from the email address you use to log in, and include:

• Your hotel name
• Where the login stops (password, email code, authenticator code or backup code)
• A screenshot of the message you see

To keep your account safe, we'll ask you to confirm a few account details before we reset anything. If you're not the account owner, we may also need the owner's approval.

For your security: never share your password, verification codes, backup codes or QR code with anyone, including our team.