Frequently Asked Questions
General
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Rhōmb is an eCommerce platform that connects online sales with physical access control. This setup lets your business operate smoothly without a front desk, extend business hours, and gives your customers a seamless self-service experience.
With Rhōmb, you can sell products, such as day passes, memberships and reservations, through your online site, and customers automatically receive access to your facility after purchasing. Each customer is emailed a secure access credential (PIN code, mobile pass, QR code, or barcode) that unlocks your facility entrance during their scheduled time.
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Unlike other software platforms that offer access control as an add-on, Rhōmb was designed around it. Everything you need to run a low- or no-staff facility is handled by Rhōmb: your eCommerce site, access control system, and optional video surveillance.
You’ll also have one team supporting you, from setup to daily operations. Our unique industry expertise means you get consistent, knowledgeable support without the hassle of managing multiple vendors or dealing with finger-pointing.
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Rhōmb is a software product designed and developed by the founders of Latitude Security Solutions. Latitude was launched in 2016 with a focus on access control and video surveillance. In 2018, Rhōmb was created as an extension of that expertise. Rhōmb is owned and supported by the Latitude team. Check out our About Us page to learn more.
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Rhōmb is built for businesses that depend on access management. Industries include, but aren’t limited to, indoor playgrounds, dog parks, coworking spaces, fitness centers, pickleball courts, and private clubs.
If your business could benefit from automated access and minimal staffing, Rhōmb may be a fit.
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If you move forward with Rhōmb, you’ll receive an eCommerce platform for your business, hosted at www.yourbusinessname.rhombnow.com. This is where your customers can browse your products and purchase access to your facility.
You’ll also get full access to your site’s administrative backend, where you can:
Monitor real-time door activity
Manage users, orders, and memberships
View and edit reservations and events
Create customer orders
Run reports
Update your site content
Along with your Rhōmb site, you’ll receive an enterprise-grade cloud-based access control system. This includes the required hardware (a control panel and multitech reader(s)), and the access control software, which integrates directly with Rhōmb. Your access control software also allows you to manage access outside of Rhōmb, including staff credentials, standalone access cards, and custom access permissions.
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No, Rhōmb is not designed to be a replacement to your marketing website. Your marketing site is where you promote your brand and offerings, while Rhōmb handles the eCommerce side: product purchases, access credential delivery, and payment processing. You can easily link them by adding each product’s unique Rhōmb URL to your marketing website.
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Rhōmb is a mobile-optimized, web-based eCommerce platform designed for quick and easy purchasing. It is not a downloadable app.
Access Control & Door
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Access control is a security system that keeps your facility locked to unauthorized visitors. Only people with a valid credential, issued automatically through Rhōmb upon purchase, can unlock the entrance to access your facility.
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Rhōmb is integrated with an enterprise-grade Brivo access control system. Your system will arrive preconfigured and ready to use. We use Brivo because it integrates seamlessly with Rhōmb, is a proven and reliable platform, and is easy to use.
Brivo is also a standalone access control system. If you ever decide Rhōmb isn’t the right fit, you can continue using your Brivo system since it can integrate with a variety of other software platforms.
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Rhōmb requires access control hardware at your facility. You’ll need three components: an access control panel, a reader by your door, and an electric lock.
We'll provide the access control panel and reader, and you can either purchase the electric lock from us or from a third-party vendor.
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You can either install the hardware yourself or hire a professional:
Do it yourself: All Rhōmb hardware ships pre-configured and clearly labeled, so setup is straightforward if you’re handy and comfortable with basic networking.
View the Rhōmb 1-Door Installation Guide for step-by-step instructions.Hire an installer: If you’d prefer to have someone handle it for you, contact a low-voltage technician or locksmith to install the system.
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Access credentials are automatically emailed to customers once they complete their purchase. Each credential is valid only for the date and time of their booking. Customers can also view their upcoming credentials by logging into the account they created during checkout.
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Yes. Each access code is active only during the customer’s booked time. For example, if someone books from 2–4 PM, their code will only work during that window. The system doesn’t automatically enforce exit times, so it’s best to include a reminder in your product description or automated emails asking customers to leave when their reservation ends.
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Yes. All product access credentials can be tied to the main entrance. For example, customers booking a specific dog run would receive a code that grants entry through the main door.
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Yes. The access code remains active for the entire booking period, so it can be used multiple times. If a customer shares their code with a family member or friend, they’ll also be able to use it to enter through the main entrance during that time.
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Yes. Rhōmb automatically manages when each code activates and deactivates based on the booking windows you set up. The code becomes active at the start of the booked time and expires when the booking ends. You can also add an optional grace period—for example, if a customer books from 2–4 PM, you could allow entry up to 15 minutes before the start time. The grace period is flexible and can be set to any duration you’d like, or not at all.
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Yes. Codes can be disabled if needed.
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The gate will continue to work even if the internet goes down. Any existing valid codes—such as memberships or previously purchased passes—will still grant access. However, purchases made while the system is offline won’t unlock the gate until the internet connection is restored. Customers can still complete purchases online, and you can give them the daily Customer Service PIN (available in your admin dashboard) to let them in. This rotating code is specifically designed for temporary offline situations.
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Yes. Rhōmb isn’t limited to standard doors—it can control gates, turnstiles, garage doors, barrier arms, and other electronically operated entrances. As long as the entry point can be connected to an electronic lock or relay, Rhōmb can manage access to it.
Selling, Booking, & Scheduling
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With Rhōmb, you can offer a range of products. A few examples include day passes, hourly passes, recurring monthly memberships, seats in a class, reservations for a court, gift cards, and non-access items, such as coffee or merchandise.
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Yes. When creating a product, you can set a maximum number of bookings per time slot. Setting it to one ensures that the space can’t be double-booked.
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Yes. The access credential remains valid for the entire schedule assigned to it. For example, if a day pass is set up to allow access during your business hours, customers can come and go freely throughout the day as long as it’s within those hours.
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Yes. If enabled, customers must sign the waiver before completing their purchase. Once signed, it’s saved to their account, so they won’t need to sign it again, unless you edit or update your waiver on the admin end.
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Yes. You can customize each products’s availability schedule with different session lengths and pricing. For example, one space can be available for 30‑minute sessions and another can be available for 1‑hour sessions.
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Yes. You can offer multiple membership products based on different levels of access. For example, you might have weekday-only memberships, weekend memberships, extended hours memberships, or monthly and annual options.
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No. Customers must contact you to cancel or reschedule a booking. You can make these changes through your Rhōmb admin end, which will update their access permissions accordingly.
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Yes. Rhōmb lets you set a maximum number of spots available for each class or event.
Payments
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Refunds are issued through your Rhōmb Payments account.
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Payments are processed through your Rhōmb Payments merchant account and transferred to your linked bank account with daily payouts.
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Rhōmb Payments supports Canadian businesses, and all transactions are processed in CAD. Software and access control fees are billed in USD.
Customer Management
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Through the admin end of your Rhōmb site, you can access all of the information your customers provide during checkout, including their name, email, phone number, signed waivers, membership status, upcoming reservations/events, most recent payment method, order history, payment history, user activity log, and any active or pending access credentials.
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Yes. You can view each customer’s visit history from your Rhōmb admin dashboard. If you need to ban a user, you can contact us and we’ll handle it for you.
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Through your Rhōmb admin site, you can view all active members, past-due memberships, each member’s next billing date and amount, and you can pause or cancel memberships as needed.
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Yes. For each membership product, you can set up membership expiration reminder emails. You’ll choose how many days before the membership expires the reminder is sent and can customize the message your members receive.
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If enabled, all guests will be required to sign a waiver before they're able to checkout. The customer must include the names and birthdates of the minors they’re bringing. Access credentials cannot be issued unless the waiver has been signed.
As an added layer of protection, customers must also agree to the Terms of Service at checkout. This agreement can serve as a confirmation that the waiver your customers have on file is current and accurately lists the minors entering the facility under that booking.
Reporting & Admin
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As an admin, you can generate reports on orders, products purchased, and facility usage for any time period.
Orders reports: Get a summary of each product sold, including count, quantity, and subtotal. You’ll also see totals for discounts, sales tax, gift card payments, and overall revenue for the selected period.
Products purchased reports: Track transactions for a single product or a group of products over a chosen time frame.
Usage reports: View a detailed activity log of every event at your door, including the time and date, site and location, the user and their order, and the outcome of the event (e.g., successful entry, check-in, or failed access).
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Yes. You can run reports by product.
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Yes. Your admin end features a live calendar that shows all upcoming events and reservations. For each time slot, you can see how many reservations have been made, how many spots are still available, and the overall status of your spaces in real time.
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Yes. You own the all of the data collected in Rhōmb, and this data can be exported in multiple ways. You can filter or sort your data, copy it to your clipboard, export it as a CSV or PDF, or print it. This makes it easy to export to other software platforms, like email marketing software or accounting software.
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Yes. You can make manual adjustments to bookings or apply discounts to certain customers from the admin end, and Rhōmb’s automation and reporting will continue to work normally.
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Yes. There’s a real-time activity log that records every event at your door, including the time, customer name, and the product they purchased to gain entry to your facility.
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Yes. You can add other users to your Rhōmb administrative backend. When you do, you’ll choose whether to give them super administrator or assistant administrator access, depending on the level of control you want them to have.
Setup & Support
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We recommend allowing about a month between signing on and going live. This gives time for hardware shipping and installation, site setup, testing, and presales.
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If you ever run into a problem, our support team is ready to help.
Open a support ticket: Email us at support@latitudesecurity.com
Knowledge base: Visit support.latitudesecurity.com/portal/en/kb/rhōmb-software for Rhōmb-related articles and guides.
Phone support (8 AM–6 PM ET): Call us at +1 (866) 739-8588
Direct support: Our team can securely log into your Rhōmb admin site to troubleshoot issues directly.
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Rhōmb doesn’t import historical data, such as purchase history, when switching from another system. The best approach is to export a spreadsheet from your existing software and keep it to keep on handy if you need customer information for marketing.
Since Rhōmb includes its own waiver system, this is also a great time to gather updated information from your customers. The experience for them won’t feel much different, since checking out in Rhōmb is simple, whether they're creating an account for their first purchase or making future purchases.
As for memberships, PCI compliance makes it difficult to transfer membership data automatically. However, memberships can be added manually in Rhōmb. Alternatively, some clients moving to Rhōmb opt for a transition period, where they keep their old system active for existing members while starting new sales in Rhōmb. This helps avoid any disruption to recurring revenue. As memberships expire in the old system, those customers can then be moved into Rhōmb.
Security, Misuse & Access Enforcement
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With Rhōmb, you can monitor all entries through access logs linked to video footage. Every time someone enters using a valid code or credential, a short video clip is automatically captured and stored. Simply placing a sign at your entrance noting that all entries are recorded can go a long way — visible surveillance often encourages people to follow the rules.
That said, tailgating (when someone holds the door open for others who haven’t paid) can occasionally happen in any unstaffed environment. When it does, you have several options depending on your policies:
Send a warning or reminder via email
Charge the member for any unpaid guests
Revoke access privileges if necessary
While this approach is reactive rather than proactive, most facilities find that occasional misuse is far less costly than employing full-time staff at the front desk. It’s a practical trade-off — a few missed sales versus ongoing staffing expenses — and for many businesses, the savings and flexibility are well worth it.
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There are a couple of ways to handle this. The most straightforward option is to revoke or suspend a membership if you detect that a PIN code has been shared.
You can also choose to take it a step further by distributing more secure access credentials to members, such as mobile access passes (linked to a specific device) or key fobs. These credential types are compatible with the same readers as PIN codes, making it an easy way to secure your members.
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Yes, if you’re interested receiving a quote for our integrated video system, please send over your build-out drawings to support@latitudesecurity.com. Be sure to include any planned equipment or key features so we can recommend camera placements and the ideal number of cameras.