Frequently Asked Questions

1. What if I forget my User ID or Password?

If you forget your User ID, speak to your supervisor who will be able to find it in the Web User list accessed through the ‘Manage Users’ function under ‘Manage Records’ on the main navigation bar.

A forgotten password can’t be retrieved, but your manager can set a new one for you at anytime by overwriting both the ‘Password’ and ‘Verify Password’ fields in your Web User record accessed through the Web User list mentioned above. For more information, see 11 - Updating User IDs and Passwords.

2. Can we print onto thermal paper?

Unfortunately not. RTBS TMO tickets are designed only for use with standard A4 paper. If you are keen to reduce paper waste, you could opt to change your printer settings so that two tickets print per page (A5 size), but unless you have a dedicated RTBS printer, this will mean that other documents printed using the same device will print at the same size.

3. Why can't I see the ‘Manage Users’ or ‘View Reports’ buttons?

These functions are only visible to users with the relevant permission level. For more information, see the section ‘Permission’ in 11 - Updating User IDs and Passwords. If you believe your permission level should be upgraded, speak to your manager or (if you are the manager!) contact RTBS support.

4. Why did I get the error message ‘Sorry, permission required’?

This usually happens when you try to load a page within the TMO after having viewed an external RTBS page. External RTBS pages are those which can be accessed without a User ID or password - generally booking pages on the websites of our ‘Live’ operators. Because these pages do not require a secure logon, when you then try to see something in a part of the TMO that only registered users have access to, the system thinks you have come from an insecure area and requires you to log back in to your TMO user profile before you can continue.

5. Can I save a ticket without taking payment?

Yes you can, but we generally advise against it. To save regular bookings without taking payment, you just need to delete the ‘Payment’ line on the ticket, and you can save it with the balance outstanding (it will print on the ticket that no payment has been made). Alternatively, to record a Referral booking, use the ‘Referral Voucher’ link on the left navigation panel. For more information see either 15 - Making a Booking without Taking Payment or 16 - Manual Bookings and Referral Vouchers.

6. What is the box 'Promo Code' on the booking form for?

This is an RTBS feature that allows agents to apply a promotional discount code against a booking, as advertised by an operator. Local operators will get in touch with booking agents whenever they have a valid promotion going. Whenever using promo codes from operators' advertisements, ensure that the booking terms and conditions do not specify 'Direct Bookings Only'.