Help
Troubleshooting
Short answers for the problems hotels hit first. Open the linked page when you need the full steps.
Locked out after five wrong passwords
A manager opens Staff, finds the row, and presses Unlock. Forgot password on the sign-in page also sends a fresh link to the same email.
Invite email is slow
After Send invite, copy the set-password link shown under the form and send it another way. Resend invite stays available until they set a password. Details on Staff.
Guest request arrived but no email
The request is still on Requests. Check the Open list at the start of a shift. Confirm the live Content → Requests inboxes on Email alerts, then publish if you changed them.
Room codes missing or off
“No rooms are set” means add rooms on Content → Requests and publish. “Room codes are off for this property” means in-room codes are turned off for that hotel. See QR codes.
Is this training or live?
A training property shows an amber Test bar and emails that start with “This is not a real request.” Live properties use the normal subject and a Live badge on Home. Do not print Test QR codes for real rooms.
Guest or desk cancelled
Either side can cancel while the status is New or In progress. Cancel on Requests asks you to confirm. Once it is Done, the guest only dismisses the card on My Stay.