Troubleshooting

Common issues and what to do when something goes wrong.

Module-specific help

Many modules have their own Common FAQs and Troubleshooting sections: Reservations, Front Desk, Cashiering, Housekeeping, Night Audit, Dashboard, Configuration, Profiles. Check those pages first for issues in that area.

Problem	What to try
"Login failed" or invalid credentials	Check username and password (username ≥ 3 chars, password ≥ 6). Ask your admin to confirm your account is active.
Redirected to login after logging in	Clear browser cache/cookies or try another browser. Ensure cookies are allowed for the PMS URL.
Forgot password	Contact your administrator; password reset is typically done via admin or IT.
Forced logout during night audit	Night audit logs out users without night audit permission after a wait period. Log back in after the audit completes.

Cashiering

Problem	What to try
Cannot open Cashiering	Log in to a cash register first (Cash Register Login). Ensure your user is linked to a cashier and cash register.
Charge or payment fails	Check transaction code and payment type are active. Ensure reservation is in a status that allows posting (e.g. checked in).
Cannot void	Void rules may require a reason or approval; check configuration. Some items may be locked after night audit.
Checkout button disabled	Reservation must be In-House and you need checkout permission. Ensure all folio balances are zero before checkout.
Balance not zero after payment	Check each folio individually — multiple folios may each need a separate payment. Adjust payment amount to match exactly.
Cannot access Room Routing	Requires the Manage Room Routing permission. Ask your administrator to grant it.
Journal by Transaction shows no data	Check the date range filter. Ensure transactions were posted on those dates.

Problem	What to try
Room type not available	Check dates and room status (e.g. out of order). Confirm rate/availability setup for that room type and date.
Cannot check in	Reservation must be in a status that allows check-in (e.g. confirmed). Room must be Vacant Clean in housekeeping.
Cannot change room	Verify room move reasons and permissions. Target room must be available and the same room type.
Deposit amount required	The selected reservation type requires a deposit. Enter a deposit amount in the Booking Info step.
Phone number required	The selected reservation type requires a phone number. Enter it in the Guest Info step.
Credit card required	The selected reservation type or payment type requires a credit card. Enter it in the Booking Info step.
Cannot cancel — has charges	Void or settle all folio transactions first, then cancel.

Problem	What to try
Room Move shows no destination rooms	No vacant rooms of the same type are available. Check Room Status or Room Chart.
Cannot move back to arrival — has charges	Void or settle all folio transactions first, then move back.
Room plan shows wrong date	Change the Start Date filter. Ensure night audit has been run up to the date you need.

Problem	What to try
Room status not updating	Refresh the page. Confirm you have permission to change that room's status.
Lost & found / maintenance not saving	Ensure required fields (e.g. reason, location, action) are filled. Check that related setup (Track It groups, actions, locations) exists in Configuration.
No rooms in Out of Order dropdown	All rooms may already have active OOO records, or no rooms are currently OOO. Check the Out of Order tab.
No staff in Maintenance Assigned To	Only users in the Engineering (ENG) department are shown. Ask your admin to assign the ENG department to engineering staff.
No staff in Task Assign To	Only users in the Housekeeping department are shown. Ask your admin to assign the correct department.

Problem	What to try
Night audit blocked by open cashier shifts	Use the Cashier Shift Not Closed modal to shift-drop each open register, then run again.
Night audit blocked by today's arrivals	Manage each arrival (change date, cancel, or mark as no-show) then run again.
Night audit blocked by today's departures	Check out or change departure date for each pending departure, then run again.
Night audit fails or shows exceptions	Resolve listed exceptions (e.g. open balances, invalid data). Ensure room charges are posted.
System date did not advance	Check audit run status. If FAILED or PARTIAL, fix the issue and re-run.

Problem	What to try
Report empty or wrong dates	Set the correct date range and filters. For night-audit reports, select the correct audit run or business date.
Trial Balance / Manager Report empty	You must select an audit run from the dropdown. If no runs appear, night audit has not been run yet.
Report access denied	Your user may not have permission for that report category. Ask your admin to adjust permissions.

Problem	What to try
Menu item missing	Your permissions may not include that module. Contact your administrator. See Roles and permissions.
Slow or timeout	Check network and backend status. For heavy reports, narrow date range or filters.
Wrong hotel / property	Use the hotel switcher (if multi-property) to select the correct property.
Notifications not appearing	The bell polls every 10 seconds. Wait a moment or refresh the page.

Still stuck?

Contact your PMS administrator or IT support with: what you were doing, which screen, and the exact message or behaviour you see.