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Cannot Sign In to Streamliner

Quick Setup

Switch the login language first, then retry your sign-in details. Most fixes take under 3 minutes.

This guide helps you sign in when login fails, text is hard to read, social login does not finish, email link login fails, or a provider button keeps spinning. The same public language selector appears during onboarding.

What you seeWhy it happensDo this
"Login failed"Wrong credentials or temporary network issueRe-enter details, then refresh and retry
"502" or a gateway error during sign-inA temporary connection issue between AVA and its authentication serviceWait briefly, refresh, and sign in again
You are sent back to the login screen while workingYour session expired or needs a clean refreshRefresh once; Housekeeping may recover automatically, otherwise sign in again
You are logged out after a refresh or hotel switchYour browser had an older session cookieSign in again; AVA should repair the session automatically
Text is in the wrong languageLogin language is set differentlyUse the language selector on the login page
"Username and password are required"Field values were not capturedType both fields again and submit
Blank panel after password sign-inThe MFA step did not render correctlyRefresh the page, then sign in again
Passkey prompt does not finishThe browser or device did not complete the passkey checkRetry on the enrolled device, then use another login method if needed
Email link does not arriveThe username is wrong, or the link expiredRe-enter the username, then request a new link
AVA asks you to change your password before sign-inAn admin required a first-sign-in password changeComplete password setup using the rules shown
"No login context found" with a pending invitationA Home account has not accepted hotel access yetSign in with the invited Home credentials, then accept or reject the invitation
Social login returns to loginCallback did not completeStart social login again from Login
Google or LINE opens AVA Portal on mobileThe app handoff is still loadingLet the app reopen Streamliner, or tap Return to AVA
Social login shows Signing in...OAuth is starting or being exchangedWait for the popup or callback to finish
HOME sign-in opens BotBuilder or returns to LoginThe HOME SSO hand-off did not completeSign in again, then ask your administrator to verify your HOME landing configuration
HOME returns to Login after a page refreshYour HOME access, hotel, or session is no longer validSign in again; ask your administrator to restore access if it repeats
Catalogue sign-in opens BotBuilderThe Catalogue hand-off is missing or incorrectAsk your administrator to verify the Catalogue V3 SSO landing URL

Step-by-step fix​

  1. Open the login screen.

  2. In the top-right corner, choose your language from the language selector. Select the native name beside its flag.

    ✓ Login labels and helper text update immediately.

  3. Choose Password, Passkey, or Email link.

  4. On Password, enter your Username and Password.

  5. On Passkey, select Sign in with passkey and complete the device prompt.

    ✓ Passkey sign-in does not require a username.

  6. On Email link, enter your Username, then open the link from your email.

  7. Click Sign in if you use a password.

    ✓ You should see the page for your role. ✓ Passkey sign-in should land on the same page. ✓ Email link sign-in should also land on the same page.

Password MFA

If password sign-in asks for MFA, stay on the same screen. Enter the 2FA code when it appears.

  1. If needed, click Forgot password? and follow reset steps.

  2. If your hotel uses social login, click the buttons under Or continue with SSO.

    ✓ The clicked provider button shows Signing in... while AVA finishes the login.

Troubleshooting​

Login text is hard to understand​

What you see: Login labels and messages appear in an unfamiliar language.

Fix:

  1. Open the login screen.
  2. Use the top-right language selector.
  3. Select the native name beside its flag.
  4. Retry sign-in.

"Username and password are required"​

What you see: The page shows "Username and password are required".

Fix:

  1. Clear both fields.
  2. Type your Username and Password again.
  3. Click Sign in.

Password sign-in shows a blank panel​

What you see: You enter your password, then the page looks empty instead of showing 2FA.

Fix:

  1. Refresh the page.
  2. Sign in again with Password.
  3. Enter the 2FA code on the same screen.
  4. If it still looks blank, close other login tabs and try again.

"Login failed. Please check your credentials."​

What you see: You enter details, but login fails.

Fix:

  1. Confirm Caps Lock is off.
  2. Re-enter your credentials.
  3. Refresh the page.
  4. Try again.

AVA asks you to change your password before sign-in​

What you see: Your temporary password works, but AVA opens password setup.

Fix:

  1. Enter a new password and confirm it.

  2. Follow every password rule shown on the page.

  3. Make sure the new password differs from your username.

  4. Select Change password.

    ✓ AVA should open your normal role-based landing page.

This prompt is expected when an admin enabled first-sign-in password setup. It applies to accounts created with or without an email address.

A 502 appears during sign-in​

What you see: Sign-in shows a "502" or gateway error without completing.

Fix:

  1. Wait briefly.
  2. Refresh the login screen.
  3. Sign in again using the same method.
  4. Close extra AVA tabs if the error returns.

✓ A successful retry should open your normal AVA page.

If the error continues, record the time and contact support.

You are sent back to the login screen​

What you see: AVA returns you to the login screen while you are already working.

Housekeeping session recovery

Housekeeping can refresh its active session when an access token expires. Wait briefly before signing in again. Other AVA sessions keep their own login state.

After a Housekeeping session fix is deployed, sign in once to receive the corrected session cookie.

New HOME and Housekeeping tokens follow your merchant's configured inactivity timeout. This reduces unexpected refreshes during longer work periods. Tokens issued before the fix keep their original expiry time.

Fix:

  1. Sign in again.
  2. Close extra AVA tabs for the same hotel.
  3. Refresh the page once.
  4. Try your task again.

You are logged out after refreshing or switching hotels​

What you see: AVA sends you to login after a page refresh or hotel switch.

Fix:

  1. Sign in again.

  2. Refresh the page once.

  3. Switch hotels again, if needed.

    ✓ AVA should keep you signed in during later refreshes and hotel switches.

Existing browser sessions repair themselves after a successful refresh or hotel switch. You do not need to clear cookies manually.

If the logout repeats, close extra AVA tabs before trying again.

Social login does not complete​

What you see: You return to login after Google or LINE.

Fix:

  1. Return to the login screen.
  2. Start social sign-in again.
  3. Complete the provider steps without opening extra login tabs.

Social login in AVA Portal mobile shell does not finish​

What you see: Google or LINE opens AVA Portal, but Streamliner does not finish loading.

Fix:

  1. Wait for the provider step to finish.
  2. Let the app open the Streamliner login page automatically.
  3. If it does not, tap Return to AVA.
  4. Finish sign-in inside the app.
  5. If the redirect page says the callback is incomplete, close it and start again.
No browser fallback

The mobile callback does not continue to a browser login page. Use Return to AVA or restart the social sign-in flow.

Social login looks stuck​

What you see: Sign in with Google or Sign in with LINE stays on Signing in....

Fix:

  1. Wait for the provider popup or callback to finish.
  2. Do not click the other sign-in buttons.
  3. If it stays busy for more than a minute, return to Login and try again.

Catalogue sign-in opens BotBuilder​

What you see: You sign in with a Catalogue role, but BotBuilder opens.

Fix:

  1. Confirm that your account has the expected Catalogue role.
  2. Sign out, then sign in again from the AVA portal.
  3. Ask your administrator to verify the Catalogue SuperAdmin SSO Landing URL for your environment.
  4. Ask support to check the Catalogue V3 hand-off if the redirect still fails.

Catalogue users should land in Catalogue V3 after successful sign-in. Other roles should continue to open their normal portal page.

HOME sign-in opens BotBuilder or logs you out​

What you see: You sign in with a HOME role, but BotBuilder opens or you return to Login.

Fix:

  1. Close the BotBuilder tab if it opened.
  2. Return to the AVA portal and sign in again.
  3. Confirm that your account has the expected HOME role, such as Home_Admin, OperationManager, or a supported maintenance role.
  4. Ask your administrator to verify the role-configured HOME SSO landing URL.
  5. Contact support if you still return to Login after the configuration check.

HOME SSO users, including Operation Managers, should land on their configured HOME page after successful sign-in. The HOME session should remain active after the hand-off and normal page refreshes.

HOME returns to Login after a page refresh​

What you see: HOME sends you to Login after you refresh the page.

Fix:

  1. Sign in again with your HOME account.
  2. Confirm your HOME page opens successfully.
  3. Ask your administrator to verify your active HOME role and hotel access if it repeats.
  4. Contact support if your access is active but every refresh returns to Login.

AVA ends the session when your employee, role, hotel membership, or hotel becomes unavailable. It also ends sessions that exceed the configured human-activity timeout.

Passkey sign-in does not finish​

What you see: The passkey prompt closes, the page returns to Login, or sign-in does not finish.

Fix:

  1. Try again on the same device you enrolled.

  2. Allow passkeys in your browser.

  3. Open the Passkey tab and try again without entering a username.

  4. Use Password or Email link if the prompt still fails.

    ✓ A successful passkey check should open your normal AVA page.

What you see: You requested an email link, but nothing shows up in your inbox.

Fix:

  1. Confirm the Username is correct.
  2. Check your spam and promotions folders.
  3. Request a new sign-in link.
  4. Use Password or Passkey if the link expired.

A username invitation appears after sign-in fails​

What you see: Login shows "No login context found", then displays a pending invitation.

This happens when your Home account has an invitation, but no hotel access yet.

Fix:

  1. Enter the exact invited Username and Password.

  2. Review the hotel or organization scope and assigned role.

  3. Select Accept invitation to grant access.

  4. Select Reject invitation if you do not recognize the request.

    ✓ After acceptance, AVA signs you in and opens the invited scope.

Use the invited Home account

Do not use another account's credentials. AVA checks the exact username and password before showing the invitation.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Login still fails after completing the steps above
  • ❌ Social sign-in fails repeatedly
  • ❌ You see a system error message
  • ❌ A "502" or gateway error continues after retrying

Helpful to include:

  • Screenshot of the error message
  • Time the issue started
  • Steps you already tried