FAQ

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General FAQ's

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What is Keponet?

Keponet is a mobile application system designed to manage all requests from guests to be followed up by hotel staff efficiently and effectively, so it can increase the satisfaction of customers who stay at your hotel. All of the headway inside the hotel can be monitored by the higher position staff in real-time. Reports based on data of employee who are using Keponet can be shown in real-time and can be used by the manager or authorized staff to quickly and accurately review staff performance.

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How to get into Keponet Software?

Keponet operates in two different platforms.

For make default setting, you can run it on your personal PC browser by visiting our web apps. There is also Mobile version of Keponet which available in iOS and Android version to operational usage. You can download it at App Store or Google Play Store.

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Is there any difference between PC browser platform and the mobile one?

Beside the interface, there is a little distinction functionality between PC browser and Mobile Version.

To make arrangements regarding operational requirements at the hotel and work on your personal computer, you can use a PC browser by visiting Keponet web app version. However, to daily operational use, portability, and better usage experience; we recommended to using Keponet on Mobile Version.

To see the difference in capabilities between the two platforms, please click the following link.

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Is Keponet free to use?

We allow our customers to try it for free in 14 days and can be extended to 30 days. This trial period applies to limited users and limited features access. The trial period will be automatically starting after you verify your registration email.

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Is there a user limit?

There is no limit to creating a user. However, our system limits the number of active users allowed to login into Keponet according to the subscription package you choose.

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Can two or more users use the same email??

No, you can do that.

For data security and reporting purposes, our system does not allow your hotel has two or more users to use the same email.

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Can one user ID of Keponet be used for several devices?

Yes, our product can do that. However, we limit the number of devices that can log in with one user id.

You can login on one your personal computer when you are working at your office and you can login on one your Mobile Phone at the same time when you are working in the field or meet clients. In general, you can login into Keponet with one personal computer and one mobile device.

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Does Kepo provide a demo account?

Yes, we provide a demo account.
If you are interested to trying a demo account, please contact our support team via email. Our support team will immediately follow up your request and provide further instructions to you.

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I am a corporate employee and responsible for 3 different property units. Is it possible if I subscribe to only 1 package but it can be used in 3 different property units at the same time?

Yes, Keponet can do that.
You need to make adjustments in the master data setup section. Each time you enter data in the master data setup, you must make it 3 times (as the identity for each unit you lead).

But for this case, we strongly do not recommend it.

We strongly do not recommend it because:

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In Alert Features, you cannot send broadcast information to all departments in one property only.

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Too much data will appear in every single list because the data that appears is a combination of 3 different properties.

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Reports on the 3 property units will be mixed into one.

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Although you can use the grouping or searching feature to see the report, but the total calculation for each report section cannot be grouped by each property or unit.

To solve cases like this, we recommend that each unit has a standalone keponet application (which means 1 unit has 1 subscription packages). If you follow our recommendations; of course, we will give special offers for each unit.

Registration FAQ's

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I am interested to use the Keponet for my hotel, what should I do?

You only need to register through the link available on this site or visit our website then follow all steps.

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I have trouble registering, is there a registration guide provided by Keponet?

Of course, we provide a registration guide when you getting trouble.

Please visit the how to registration page or click the following link.

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There are problems when registering, what do I need to do?

When you getting trouble after following al step to registering, please contact our support service.
Subscription Package and Add On User FAQ’s

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I want to use Keponet for longer period, what should I do?

You must subscribe to Keponet by accessing “Subscription” available in the Keponet web application version. We are offering 4 packages of subscription depend on your needs.

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What subscription packages does Keponet offer?

We are offering 4 packages of subscription depend on your needs, there is Starter Pack, Pro Pack, Ultimate Pack, and Exclusive Pack. For more details please visit this link.

Please select a subscription package that suits your hotel. For additional information, you are required to pay a subscription package for a period of 1 year. If this is your first time using Keponet, we recommend your hotel to choose PRO Pack because it is a subscription package with the best value according to our previous customers.

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The subscription package offered by Keponet does not suit for my hotel, how to solve this problem?

This problem is usually related to the number of users who do not match the subscription package offered by us. The way to solve this problem is by selecting a subscription package that is close to your hotel condition and then adds more users according to staff shortage in your hotel.
If you want to consult about the issue of a subscription package, don't be shy to ask us by sending an email to the Keponet support team.

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My hotel only wants to add maximum number of the active user without upgrading the subscription package. Can the Keponet do that?

Of course the Keponet can do that.
You can add only additional users without upgrading the subscription package. The cost of additional user depends from the currently subscription package. Payment for additional users will not increase the subscription period at your hotel.

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What is the maximum number of additional users?

The maximum number of users that can be added is unlimited. The price for additional users depends on the subscription package that you are currently taking.
To see price information, please access the pricing page.

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Can I do downgrade my subscription status when in the middle of the year?

You cannot do that.
You can downgrade your subscription status, only when you renew the subscription status at your hotel.

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What will happen if the trial period or my hotel subscription period is expired?

You cannot use all the great features of Keponet. Please renew your hotel subscription status if you still want to use a Keponet.

Payment FAQ’s

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What kinds of payment option do you offer?

The payment type we can handle is:
1. Payment via Credit Card.
2. Payment via ATM/Bank transfer method by transferring from Mandiri, BNI, Permata, or ATM Bersama.
3. Payment via Internet Banking Transfer method.
4. Payment via Mobile Banking Transfer method.
5. Payment via E-Pay method by using E-Pay BRI, Line Pay E-Cash, or Mandiri E-Cash.
6. Payment via virtual money payment method (QRIS) by paying bills using Go-Pay, OVO, DANA, or Link Aja.
7. Payment via merchant method, like Indomaret, Alfamart, or Akulaku.

* Important note, please choose only one of the payment methods that we handle.

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Is there any other payment method?

At the moment, the payment methods we can handle is only payment method that we mentioned before (Question number one at this section).

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What should I do after paying for my subscription package?

You just have to wait.
After we make sure your payment is valid, we will immediately activate your newest subscription status. All processes will be carried out automatically, you only need to check the status regularly.

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I did not receive invoice email. What should I do?

If you did not receive invoice email, please check your spam email. If already check your spam email and still not yet received an email from us, please contact our support team by mail and we will follow up your problem.

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My virtual account number is not valid. What should I do?

If your virtual account number not valid, please contact our support team by mail and we will follow up your problem.

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What should I do if I lost the virtual account number?

When you lost the virtual account number, please contact our support team by mail and we will follow up your problem.

Problem Solving / Troubleshooting FAQ’s

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What needs to be done if Keponet has an error and is not accessible?

Please check your internet connection again, make sure your internet connection is connected to internet and in stable status, after that try to refresh the page. If this issue is still happen in your hotel, you can send a mail to our support team.

Our support team will follow up and resolved your problem as soon as posible.

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Why my gadget didn't receive a notifications when my staff takes action in Keponet?

That issue may be have 3 possibilities, there are:

Check Your Access.
Please contact your administrator to check your access on certain items. If you want to get notification on certain items, please ask your administrator to give the access.


Pending.
Please check your internet connection, make sure your internet connection is connected to internet and in stable status. A stable internet connection will minimize delayed notifications on your device.


Give "White List" Access to Keponet.
The last possibility that may occur is the Keponet application does not get a whitelist from your device. You must give whitelist to keponet by setting it on your mobile.


If the issue still happens on your device and you have done all our recommendations, please contact our support team. Our support team will follow up and resolved your problem as soon as possible.

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My operational staff does not have active email (corporate email or personal email). How to make these staff can do operational activities use Keponet?

You can solve this issue by setting up or registering the account information of each of these staff with a fictitious email .

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Why my keyboard doesn't appear?

This issue usually happens after the smartphone is doing a system update and are found on a Chinese smartphones (Especially Xiaomi). To resolve this issue, please follow the steps below:

Clear Cache on GBoard Apps.

For frist steps, please clear cache on GBoard by acessing:
1. Go to "Setting" on your smartphone.
2. Go to "Insatalled App".
3. Select the "GBoard" App.
4. Please clear data and clear cache.


Update your GBoard.

After successfully doing the first step, usually the keyboard will return to normal. But if you have done the first step and have not been successful to resolve this issue, you need to follow the next instructions; there is update your GBoard App on Google PlayStore .

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I encountered problems when using features in Keponet. What should I do?

Our team develops the Keponet by paying attention to the ease and convenience of use from the user side. However, we also provide Help Desk, Tutorial, and Support features (a feature to ask if troubleshooting is not found in Help Desk and Tutorial) to help you when there are problems using our product.

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I want to ask more details about the Keponet feature. Where is the forum that accommodates it?

You can send a mail to our support team, we will follow up and resolved your problem. Please use an email who identifying your hotel and tell us your problem clearly (Very helpful for us if you using attachments too).




For more details, please visit our website.

Keponet

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