Frequently asked questions
Short answers to the questions that come up most often, each linking to the full page.
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Billing
The invoice will not save — why?
Almost always one of three things: no service lines, a metered service with no reading selected for the period, or a room with beds where no bed was chosen. See Invoices.
A tenant paid more than the invoice. Where did the extra go?
It became a credit balance on the lease and can be applied to any later invoice. See Credit balances.
I approved an invoice with a wrong reading. Can I edit it?
Not once it is paid. Add an adjustment line to the next invoice instead. See Invoices.
Why is my revenue lower than the money in the bank?
Deposits and prepayments are not revenue. Compare Cash flow with Profit and loss.
Leases and tenants
A tenant is moving to another room. New lease or transfer?
Transfer. It carries the deposit and credit balance across and keeps one history. See Leases.
The tenant renewed. Should I create a second lease?
No — renew the existing one, or the history and balances split in two.
Why can I not pick a room on the lease form?
The room is inactive, already leased for that period, or the building has no floors yet. See Rooms.
Access and reports
I removed a permission but the person can still see the screen.
Changes apply at the next sign-in or session refresh. Have them sign out and back in. See Team and access.
Why does my colleague see different report totals?
Reports are limited to the buildings each person is scoped to. Different scope, different total — both correct.
A report total looks too low.
Drafts and unapproved receipts are excluded from financial reports. Check the approval queue first. See Reports.
Short-term rentals
The calendar shows no price on some dates.
No rate plan covers those dates, so the room is not sellable until one does. See Rate plans.
A channel sold a room that was blocked here.
iCal syncs on the channel's schedule, not instantly. Check both links and keep a buffer. See OTA connections.
Still not answered?
Search this documentation from the sidebar, or send us the building, the room and what you expected to happen — we answer with the exact steps for your setup.
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