Common Issues

Quick fixes for the problems we hear about most. If your issue isn't listed here, check the FAQ or contact support.

"No hotel assigned to your account"

Sales pages need to know which hotel your data belongs to. If you see this message, your user account hasn't been linked to a hotel yet.

Fix: Ask your administrator to assign you to a hotel — see the User Management Guide. If you're the administrator and haven't created your hotel yet, start with Setting up your Hotel.

Records seem to be missing from a table

Before assuming data is lost, check the view settings on the page:

• Status filter — accounts, contacts, and groups tables have a status dropdown. Set it to All Statuses to make sure nothing is being filtered out.
• Search box — clear any leftover search term.
• Pagination — the record may simply be on another page. Increase the page size or move through the pages.

A column I need isn't showing

Several columns are hidden by default (for example Industry, Website, Created, and Updated on the accounts table, or Notes on contacts).

Fix: Click the Columns button above the table and check the columns you want visible.

My export is missing fields

Exports only include the fields you select in the export dialog, and the rows reflect your current search and filters.

Fix: When the export options appear, make sure every field you need is checked. If rows are missing, clear the search and set the status filter to All Statuses before exporting.

"Sending contracts is disabled in demo mode"

Demo mode lets you explore with sample data, but outbound documents are turned off so nothing is emailed to real recipients.

Fix: Start a trial or activate your subscription to send contracts. You can still generate, edit, and preview contracts in demo mode.

The group wizard won't let me continue

Step 1 of the group form validates required fields before moving to room rates. A message will list which fields still need values.

Fix: Complete the highlighted fields — group name, dates, and the linked account and contact are the usual culprits. You can create a new account or contact directly from the form if they don't exist yet.

A page failed to load or shows an error

Occasional network hiccups can interrupt data loading. Error screens include a Retry button.

Fix: Click Retry or refresh the page. If it keeps happening, sign out and back in. Still stuck? Send us the details — the in-app Feedback button (bottom right of the screen) can attach a screenshot automatically. See Contacting Support.

I deleted something by mistake

Deleting accounts, contacts, or groups is permanent, and bulk delete removes every selected row.

Fix: There's no in-app undo, so re-enter the record if you have the details. To avoid this in future, prefer setting a record's status to Inactive (accounts) or Archived (groups) instead of deleting it.