Applies to   iRiS Manager | Guest Room | Guest Mobile | Guest Web | Mobile Dining 


501 - The details provided do not match our records. Please check and try again. - Guest Web


After completing the form requesting only Last name and Room number. The Order will not process, and you see the error

 'The details provided do not match our records. Please check and try again.'

Displayed directly above the Place Order button.



How to fix this

This error occurs in two scenarios

  • Details provided are incorrect

            First, check that the details being provided are correct. 

            These details can be checked by going to Guest Centres > Front desk > search for room 




  • 'Verified Guests' feature enabled but not correctly setup or configured for property

            This issue can occur when 'Verified Guests' has been enabled in Outlet settings and there is no integration to the Hotel PMS service. 

Please contact support if you believe this service should be active. (Please note this will depend on your service contract and enabling this feature may incur additional costs).




If you still need help

If you continue to see this error when trying to place an order, contact Support.